FOOD & BEVERAGE

2024-2025
EMPLOYEE TRAINING MANUAL
The Sanctuary Golf Club
Sanibel, FL

F&B Employee Training Manual – Rev. 09-10-2024 0

Welcome to The Sanctuary Golf Club!

We extend a warm welcome to you as a valued member of The Sanctuary Golf Club team. Your presence
here signifies your dedication to excellence and your commitment to upholding the exceptional standards
that define our Club.

Working in the club industry offers unique advantages that set it apart from other professions. The
interactions you'll have with our esteemed Members provide invaluable training and experience in the art of
interpersonal communication. Remember, our Members choose The Sanctuary Golf Club for the assurance of
receiving outstanding quality, value, and service. By making exceptional service our hallmark, we ensure our
continued success.

Your performance will be measured not only by your appearance, efficiency, and knowledge but also by your
attitude and sense of urgency. Every Member's perception of their club is influenced by the service they
receive from you. Keep in mind that you never get a second chance to make a first impression. Your selection
to join our team was based on our confidence in your ability to meet our high standards and embrace the
culture of The Sanctuary Golf Club. Providing the best service entails being present for our Members' needs
and even anticipating those needs before they arise.

At The Sanctuary Golf Club, we uphold specific standards and rules that set us apart from other clubs. Our
success is largely a result of the dedication our employees demonstrate in helping us maintain these elevated
standards.

We take immense pride in our comprehensive training program and the content of this manual. This resource
has been meticulously assembled to equip you with a comprehensive understanding of our standard
operating procedures and an overview of The Sanctuary Golf Club's ethos.

As part of our commitment to you, we promise:

• Thorough training to ensure your success in your role.

• Recognition, appreciation, and respect for your contributions, alongside a conducive work
environment.
• Above all, a culture of open, two-way communication between us.

Congratulations on joining our team, and welcome to The Sanctuary Golf Club! We eagerly anticipate
collaborating with you to make this year the most successful and enjoyable one yet.

F&B Employee Training Manual – Rev. 09-10-2024 1

 MISS ION STA TE MENT

“To deliver extraordinary golf, court sports, dining, social and

wellness experiences to all Members, their families and guests.”

We strive to be among the best clubs in America with an active and growing Membership and financial
strength. We perpetuate a culture of life-enriching friendships in an environment of natural beauty.

HIS TORY OF T HE CL UB
The Sanctuary’s golf course opened in 1992. Shortly after it was recognized by Golf Digest as one of the best
private courses in the United States, providing a challenging yet pleasurable round of golf. The Sanctuary Golf
Club was established in 1993 and in November of 1999, The Sanctuary became a private Equity Club. The
Club swiftly became the premier lifestyle, leisure, and dining location of choice on the Islands for Members.

The love Sanctuary Members have for the Island is not one sided. With the Club’s deeply established history
on the Island, its Members have become an integral and beloved part of the Sanibel and Captiva
communities. Members cherish this connection and have participated in raising contributions for local
charitable organizations, promoting education at The Sanibel School, assisting in sea turtle protection
programs, and in 2019 establishing The Sanctuary Golf Club Foundation to continue their philanthropic
efforts on Sanibel and Captiva.

As of 2023, there are over 900 Members who call The Sanctuary Golf Club their second home, and we hope
you will feel the same connection during your time here.

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 T A BLE OF CONTENTS
Mission Statement ................................................................................................................................................ 2

History of the Club ................................................................................................................................................ 2

F&B Goals.............................................................................................................................................................. 5

Name Recognition......................................................................................................................................... 5
Exceptional Service ....................................................................................................................................... 5
Social Skills of a Great Server ........................................................................................................................ 6
Attention to Detail ........................................................................................................................................ 6
Present a Positive, Helpful and Attentive Attitude .............................................................................................. 7

Smile ............................................................................................................................................................. 7
Face the Member .......................................................................................................................................... 7
Just say “Yes” ................................................................................................................................................ 7
Be a Great Team Member............................................................................................................................. 7
Strive for Organization and Efficiency........................................................................................................... 7
Proper Posture and Presence ....................................................................................................................... 7
Communication............................................................................................................................................. 8
Recover with Style ........................................................................................................................................ 8
The “WOW” Factor ....................................................................................................................................... 8
Ways you may “WOW” a Member ............................................................................................................... 8
“WOW your Teammates ............................................................................................................................... 9
General Employee Policies, Procedures and Expectations of Staff .................................................................... 10

Standards Of Conduct ................................................................................................................................. 10

Attendance and Tardiness .......................................................................................................................... 10
Recording Time (“Clocking In/Out”) ........................................................................................................... 11
Scheduled Shifts .......................................................................................................................................... 11
Schedules and Shift Changes ...................................................................................................................... 11
Unable to Work/Calling Off ........................................................................................................................ 11
Cell Phone Use ............................................................................................................................................ 11
Requesting Days Off.................................................................................................................................... 12
Employee Meals and Breaks ....................................................................................................................... 13
Employee Appearance Standards and Requirements ....................................................................................... 14

Required Attire For Servers, Runners, Bartenders ..................................................................................... 14

Required Attire For Hosts ........................................................................................................................... 15
Additional Standards and Expectations ...................................................................................................... 15
Lineup Standards ................................................................................................................................................ 17

Pre-Service Steps ................................................................................................................................................ 18

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 Detailing your Tables .................................................................................................................................. 18
10 Steps of Service ...................................................................................................................................... 18
Lunch Opening Duties ................................................................................................................................. 17
Lunch Closing Duties ................................................................................................................................... 18
Dinner Food Runner Opening List ............................................................................................................... 18
Food Runner Closing List ............................................................................................................................. 19
PM Grill Room Opening Duties ................................................................................................................... 19
PM Veranda Opening Duties....................................................................................................................... 20
Grill Room Closing Duties............................................................................................................................ 20
Veranda Closing Duties ............................................................................................................................... 21
Bartender Opening List ............................................................................................................................... 21
Bartender Closing List ................................................................................................................................. 22
Morning Meeting Setup .............................................................................................................................. 22
Afternoon Meeting Setup ........................................................................................................................... 23
Linen............................................................................................................................................................ 23
Dining room setup ...................................................................................................................................... 23
Assignment Board and Station Plan............................................................................................................ 24
Table and Seat Numbers ............................................................................................................................. 24
Plated Banquet Sequence Of Service.......................................................................................................... 24
Different size BQT Tables ............................................................................................................................ 24
ACKNOWELDGEMENT OF FOOD AND BEVERAGE EMPLOYEE TRAINING MANUAL ........................................... 25

F&B Employee Training Manual – Rev. 09-10-2024 4

 F & B G OA LS
- Exceed Members’ expectations every visit. -

- Do more than communicate with Members- CONNECT. -

- Respect teammates and coworkers: The strength of the team is each individual member. The strength of
each member is the team! -

- Know what the member wants before they even know they want it. -

- Focus on the “little things” - these “little things” are what separates us from other clubs and restaurants. -

Name Recognition
Exceptional Service
Social Skills
Attention to Detail

NAME RECOGNITION
Name recognition is a valuable service technique that should be mastered and implemented by the entire
Sanctuary Golf Club staff. Addressing Members and their guests by name indicates their importance, as well
as the respect staff Members have for individuals and their specific needs. The ability to ascertain names or
recall them from previous encounters is often impressive and appreciated by Members. The following
guidelines can assist you in maximizing opportunities to make effective use of Member recognition:

• Never refer to Members or guests by their first names or nicknames

• Use the Members’ name at least three times during service
• When addressing couples dining together, never make assumptions regarding their marital status
• Never make assumptions regarding relationships among Members (Never address the young lady
with Mr. Jones as “Miss Jones” just because you assume she is his daughter)
• Do not inquire directly about relationships among the Members
• Always refer to the Members by their proper titles. Dr, Mr., Mrs., Ms., Judge, Ambassador, etc.
• If you are uncertain about the marital status of a female guest, address her as “Ms.”
• If you have any doubt how to properly address a Member by name, use “Sir” or “Ma’am” instead

EXCEPTIONAL SERVICE
• Know ingredients, preparations, procedures and prices
• Recognize when Members have challenges deciding, and offer suggestions
• Control the timing and pace of the table
• Ask for assistance from coworkers before they are behind in service
• Suggest wine
• Build a genuine connection with the Members
• Walk through sections and make eye contact with every table even if not going to that table
• Communicate effectively with the MOD (Manager on Duty) when asked for a status on each table

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SOCIAL SKILLS OF A GREAT SERVER
• Recognize faces and remember names
• Be a good listener; know when to speak and when to listen
• Make the Member feel important
• Be attentive and tend to every reasonable request of the Member
• Show courtesy
• Be honest, but not “too honest”
• Work quietly
• Be sensitive to Members’ wants and needs and try to meet them

ATTENTION TO DETAIL
The following is a list of details that all employees must keep in mind while on duty. Remembering and
following through on details often describes competent and professional service. Members are looking
forward to enjoyable and memorable visits, and details done well are an important part of their experience.

• “Use your head to save your feet” – organize yourself

• Use common sense and anticipate problems or challenges
• Work your station as a whole rather than one table at a time
• Always ask for help when you need it. Offer help when you can
• Know your menu! Be able to answer any question the Member may have
• Don’t rush the Member
• Approach newly arrived Members even if only to let them know you will be with them shortly

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 P RESENT A P OS ITIVE , HE LPF U L
A N D ATTENT IVE ATTI TUDE

SMILE
Smile often and smile genuinely. Think about the first impression you make when greeting Members and
guests. A favorable first impression will make your shift, as well others dining experience nothing but
enjoyable! Always be friendly and welcoming to everyone.

This includes Members, guests, and co-workers. Do not argue with any Member… no matter who is right or
wrong. Put a smile on and make them feel good!

FACE THE MEMBER

You should always be facing Members. This will allow you and the Members to easily catch your eye if they
should need something.

JUST SAY “YES”

There is little we should not be able to do for Members. We provide for every Member’s needs. Always check
with management if there is a request you are unsure of.

BE A GREAT TEAM MEMBER

If you have time, check with other servers to see if they need help. By working as a team, we can all be more
efficient. Although you are assigned a section, keep your eyes and ears open to the other tables.

STRIVE FOR ORGANIZATION AND EFFICIENCY

Complete the side work that you have been assigned. By doing so, each shift will run much smoother. To be
more efficient, combine many trips into one. Make one trip, not two. Cleanliness will help be more efficient
as well. Remember to keep ALL your work areas clean.

PROPER POSTURE AND PRESENCE

• Keep your hands out of your pockets
• Do not lean on walls or counters, etc.
• It is very important not to appear idle at any time
• Always be in motion, look busy, be busy!

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COMMUNICATION
Excellent communication is essential in this line of work. It helps not only to understand a situation, but to
prevent problems, mistakes, and complaints.

Do not hesitate to talk to your manager whenever needed. Your manager wants feedback from staff. This is
vital to ensure each shift is running smoothly.

RECOVER WITH STYLE

• Always notify the MOD about complaints, mistakes, as soon as possible – do not wait for a Member
to complain to you or someone else.
• If you cannot answer every question, never say, “I don’t know”. Rather, “I will do my best to find out
for you.”
• If a Member complains about something, always sympathize with them and follow up with a solution
• Listen without interrupting, make eye contact and be confident
• Empathize and put yourself in their position, using, “I understand.”
• Apologize and take ownership of the issue and the solution. “I’m apologize, I did not bring your wine,
I will be right back with it.”

THE “WOW” FACTOR

Have you ever been to a restaurant and left saying, “WOW, that was great!” This is the feeling we wish every
Member and guest to have each and every time they dine with us.

Although “Wow Factor” may not be easily defined, it does bring to light the concept that if you pay attention
to detail then you can create something that can “WOW”!

WAYS YOU MAY “WOW” A MEMBER:

• Overhearing talk about a birthday and bringing a dessert with a candle in it
• Seeing a spill and immediately bringing a cup of soda water with a napkin
• Recognizing a Member in front of their guest
• Offering soup or another item to take home to a sick spouse
• Walking a Member to their car with an umbrella when it is raining
• Identifying a key Member preference and noting it on the reservation sheet for Concierge
• Checking with the Chef if a special vegan meal can be made for a vegan at your table & have already
explored the options for the Members before they even ask you (sensitivity or allergies to gluten,
dairy, nuts, seafood, etc.)
• Offering to carry a plate from a buffet or an action station

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“WOW” YOUR TEAMMATES
• Take a drink order for a fellow server who is occupied at another table
• Bring a Line Cook or a Chef their favorite beverage without asking
• Offer to help carry food for another server on large tables
• Make sure to provide immediate feedback from the Members. “Chef, the Smith’s absolutely loved
their appetizers!”
• Offer to break down someone’s tray

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 GEN ER AL EMPL OYEE POL ICIES , P ROCE DU RES
A N D EX PE CTA TI ONS OF ST AF F

STANDARDS OF CONDUCT
Each employee has an obligation to demonstrate personal responsibility and high standards of professional
conduct and ethical behavior at all times. If an individual’s behavior violates a Club policy and/or interferes
with the orderly and efficient operation of the Club, corrective disciplinary measures will be taken. Refer to
the Employee Handbook for details.

ATTENDANCE AND TARDINESS

Attendance and punctuality are very important components of an employee’s job performance. Absenteeism
places a burden on other employees who have to perform the absent employee’s duties, and this can
adversely affect service to our Members.

Occasionally it is necessary to be late or absent from work due to illness, emergencies or unexpected
circumstances beyond your control. If you are going to be late or absent, you must notify your manager as
soon as possible.

Employees who continue a pattern of excessive absences, early departures and/or tardiness may be
subject to disciplinary action, up to and including termination.

• Give yourself enough time to account for traffic off and on the Island
• DO NOT SPEED AND USE EXTRA CAUTION ON WULFERT ROAD; drive under 30 mph speed limit
paying attention to golfers, pedestrians, bicyclists, contractors, etc.
• Arriving 8 or more minutes late for a scheduled shift will be considered tardy. If you’re going to be
later than this, you must inform your manager ahead of time
• Do not clock-in more than 10 minutes prior to your scheduled shift time without approval
• You are to be in uniform and ready to work at the time you clock-in

In an effort to clarify and ensure consistency, the following attendance guidelines have been established:

1st Offense- Verbal documented warning with counseling

2nd Offense- Written Warning #1

3rd Offense- Written Warning #2

4th Offense- Termination

Management reserves the right to use discretion when determining whether or not an employee’s absences
and tardiness are deemed excessive and warrant progressive disciplinary action. Extenuating circumstances
will be addressed on an individual basis.

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RECORDING TIME (“CLOCKING IN/OUT”)
By law, as your employer, we are required to keep records of the time worked by “non-exempt” employees.
Your work time is recorded on the time keeping system, “Paylocity”, via the tablets/kiosks located in the
service line.

It is each employee’s responsibility to clock-in upon the start of work and clock-out at the end of their shift.
Clocking out at the start of your lunch break and clocking back in when your lunch break is over is required.
Accurate timekeeping is necessary to pay employees properly.

Your clock-ins/clock-outs are approved by your manager, and it is expected that you are on the clock for
scheduled hours. Clocking in or out for another employee is prohibited and cause for disciplinary action, up
to and including termination.

If you forget to clock in or out, please inform your manager as soon as possible. Changes or corrections can
be requested in Paylocity or by speaking with your manager or HR who can approve the edits.

SCHEDULED SHIFTS
A Food and Beverage Manager will call or text you by approximately 1:30 p.m. the day of your shift to notify
you if are cut from your shift. You must be prepared to come to work immediately if you are needed. Not
answering your phone or not being available to work is considered a “no show” and may result in disciplinary
action. Please avoid excessive texting to management requesting to be cut or asking how “busy we are
tonight”.

SCHEDULES AND SHIFT CHANGES

Schedules are made in Paylocity and will be posted on Thursday by 3:00 p.m. Please make sure you have
submitted any time off requests in Paylocity no later than 2 weeks in advance of the requested time off.
Please notify your manager of your availability and any schedule issues or changes in advance.

UNABLE TO WORK/CALLING OFF

If you are unable to work your scheduled shift, you are required to let management know as soon as possible.
You are encouraged to attempt to find a fellow team member to cover your shift. Once you have found a
team member to cover your shift, please let management know of the change.

CELL PHONE USE

Employees are expected to exercise discretion in using cell phones in the workplace. Cell phones must
remain in your locker while you are working. Checking your phone, texting and calling while on duty and
providing customer service is not permitted, except in the case of emergency. Cell phones can be used at
break time, and at the end of your shift when we are breaking down after all Members have left as long as it
does not interfere with your work.

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REQUESTING DAYS OFF
All requests are first come, first serve; however, managers will do their best to accommodate you. If you
request a day off, you are not guaranteed that day off. A request is just that, a request. All employees are
required to work weekends, holidays and special events. Please send all requests to your manager in an email
no less than 2 weeks before the requested day off. After approval, please submit the request in Paylocity.
There may be “blackout periods” assigned to certain days/weeks dependent upon business/staffing
necessity. You are expected to refrain from requesting time off during these assigned times.

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EMPLOYEE MEALS AND BREAKS
Employee meals will be offered at 10:30 - 11:30 a.m. and at 3:30 - 5:00 p.m. in the Employee Breakroom,
unless otherwise advised (times subject to change). If for any reason you are not able to take a designated
meal break, notify your manager.

• You must clock out for lunch and clock back in at the end of your lunch. Lunch breaks that are
diminutive will not be deducted from your timecard.
• Employees are allotted 30 minutes for a meal break. Please be aware of the time you leave for your
break. Being tardy coming back from your break is unacceptable. Please give yourself enough time
to get ready after dinner and be back on the clock within that 30-minute time frame. Failure to
adhere to this policy may be subject to disciplinary action.
• Eating in the Club’s dining areas will not be permitted at any time; eating anywhere other than a
designated Employee Breakroom is not permitted, unless authorized by your manager.
• If an employee meal is suspended due to volumes of business, your time will be adjusted by
management.
• Employees are responsible for cleaning their dining plates, cups and utensils into bus tubs provided,
and any other items on the table considered trash.
• The Employee Breakroom will be monitored for daily cleanliness. Please do your part to keep this
area clean and tidy. Clean the surface of your table with provided sanitizer wipes.
• At no time is it permissible to receive a meal prepared off the line without Chef or manager approval.
• Smoke breaks are not a “requirement”, they are a “privilege”. All smoke breaks at the end of the
shift need manager’s approval. When returning from an approved smoke break you must wash your
hands and rinse your mouth, and not return smelling of smoke.
• Employees may not take a break if the break leaves a guest unattended or interferes with the timely
preparation and serving of food and beverages.
• Breaks not authorized by the manager on duty will be subject to a verbal warning and further
disciplinary action for failure to adhere to this policy.
• USE STAFF BATHROOMS - WASH YOUR HANDS WELL and OFTEN. Please do your part to keep the
bathroom clean.

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 E MP LOYEE A PP EA RAN CE ST ANDARDS
A N D RE QUIRE MENTS
A neat, tasteful appearance contributes to the positive impression you make on our Members and their
guests. You are expected to be suitably attired and groomed during work hours or when representing The
Sanctuary. Personal appearance should reflect our culture and be a matter of concern for each employee.

All employees are expected to present themselves in a manner consistent with proper hygiene, safety, and
good taste. A neat, clean, professional appearance is a requirement for every role!

Your fellow employees, as well as our Members and guests, have a right to expect general cleanliness from
you, as you do from them. Cleanliness is an essential part of providing a positive impression and prevents
pathogens from skin and hair from coming in contact with food. Good oral hygiene and regular bathing and
use of deodorant/antiperspirant are required. Fingernails should be trimmed and conservatively manicured;
regular/frequent hand washing should be practiced.

All clothing must be properly sized, freshly laundered, without wrinkles and free of holes, rips, fraying, and
stains. An observable lack of undergarments and exposed undergarments, sheer clothing, clothing with wear
and tear or soiled, any clothing or accessories that may present a safety hazard are not acceptable.

Last but not least, always remember to put on your SMILE! Our Members will feel welcome, relaxed,
comfortable and happy they have come to the Club.

REQUIRED ATTIRE FOR SERVERS, RUNNERS, BARTENDERS

SHIRTS
• Polo shirts with Club logo are provided, must be worn for setup, and optional for breakdown after all
Members have departed. Staff with tattoos will be provided with a long sleeve polo shirt.
• Dress shirts are to be worn for service and must be on for lineup. The shirt must be tucked in.
• Servers are required to wear an apron; each server will be provided with two (2) aprons

PANTS
• Pants must be black and be considered “classic-fit” “Flat Front “
• The following types of bottoms are not acceptable: cargo pants, shorts, jeans, or jean-like material
(“jeggings”), sweatpants, leggings, yoga pants or similar exercise wear.
• Ensure pants are not skintight when standing up.

FOOTWEAR/SOCKS
• Footwear should be comfortable, black, and slip resistant.
• Open toed or open back shoes are not permitted.
• Socks must be worn at all times and should be black or an approved pattern if not black.
• Ensure when standing up that pants cover your socks.

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NAME TAGS
• Name tags are not optional and are considered part of the uniform
• You will be provided with two (2) name tags, and it is your responsibility to keep track of them.
Always wear your name tag visible on the left-side of your shirt while on duty
• Lost or damaged name tags should be reported to your manager so they may be replaced at a cost of
$10.00 per name tag

REQUIRED ATTIRE FOR HOSTS

While not required to wear the standard “uniform” of a Server, for example, the Host must dress
conservatively, in appropriate attire for our traditional atmosphere. Dress pants, skirts, dresses, blouses,
button down shirts, blazers and cardigans are acceptable. Bare shoulders should be covered. Jeans, leggings,
shorts and other similar clothing are considered casual and are not acceptable. Please consult with your
manager to be clear on what is appropriate Host attire before reporting for your shift.

ADDITIONAL STANDARDS AND EXPECTATIONS

HAIR/FACIAL HAIR
• Hair should appear clean, combed, and tidy
• Unnatural hair colors are not acceptable
• If hair is dyed, it must be a uniform, natural-looking color
• Hair longer than shoulder-length must be secured (pulled back or up) and not obstruct visibility,
including falling into the eye area
• Facial hair must be short/close, clean and neatly groomed/trimmed at all times. What is deemed
acceptable is at management’s discretion

JEWELRY/PIERCINGS
• Jewelry must be minimal, conservative, and appropriate to a professional atmosphere and should
not interfere with performing your job tasks or otherwise present a safety hazard
• Piercings should appear only in the earlobes, with no more than 2 (two) piercings per earlobe.
• Ear gauges or visible piercings in any other area (e.g., nose, lips, cheek, eyebrow, and tongue) are not
permissible while on duty
• Pierced jewelry is only permitted in the ears, unless it is intended to disguise a piercing that would
otherwise be visible (such as using a clear or flesh-colored disk)

MAKEUP
Makeup should not be excessive and worn in a professional and natural manner.

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TATTOOS
Tattoos must be covered at all times by your clothing. Bandages used to cover tattoos are not considered
appropriate.

OTHER
Fragrant products, including but not limited to perfumes, colognes, and scented body lotions or hair
products, should be used in moderation out of concern for others with sensitivities or allergies.

The above list is not all inclusive and Management is responsible for upholding the standards of dress
and appearance and reserves the right to determine what is appropriate and acceptable regarding
appearance standards and requirements at The Sanctuary.

IF YOU HAVE A QUESTION ABOUT WHETHER A PARTICULAR ITEM IS APPROPRIATE,

CHECK WITH YOU MANAGER FIRST BEFORE WEARING!

Any staff member who does not meet the appearance or attire standards may be subject to corrective action
and may be asked to leave the premises to change. Hourly paid staff Members will not be compensated for
any work time missed because of failure to comply with the Club’s requirements.

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 L INE UP STAN DAR DS
A lineup meeting with all service staff is to take place at the beginning of all lunch and dinner (4:30 p.m.)
meal periods. The following standards have been established to ensure that all staff are well informed and
receive continuous feedback for constant improvement in service levels.

This brief meeting is held before each shift. Chef will give a menu update describing all of the features and
new items for the shift. You will receive an update of any changes or deleted (86’ed) items.

• BE ON TIME AND IN UNIFORM: All staff are to be fully dressed in uniform and prepared for service.
Uniforms are to be reviewed by the manager at this time. This includes aprons, shirts unstained
buttoned and pressed, pants neat and pressed, ties unstained and pressed, shoes and socks all black,
black belt, hair is neat and tidy, all staff is presentable and clean shaven, service pads, and wine
openers, and name tags always worn.
• The meeting should be fun, crisp, and informative.
• Members and repeat Guests should be discussed noting and recording preferences and
idiosyncrasies.
• The sampling of special dishes should take place only after the Chef has completely explained the
dish. The sampling should be discussed to get a better understanding of flavors, textures, style, and
appropriate wine selections.
• Limited menu item counts should be confirmed with the Chef.
• Knowledge checks with the staff should happen regularly to confirm familiarity with specials and
ingredients, as well as wines and liquor offerings.
• Special requests including birthdays, anniversaries, dietary requests, requested servers, table
configurations, highchairs, and any other unique opportunities should be explained during this
meeting.
• Written tests on service procedures, food and beverage, and other standards are encouraged and
may be prompted at any time with or without advanced notice.

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 P RE -SERV ICE STEP S

DETAILING YOUR TABLES

• Straighten tablecloths
• Polish and align all table settings
• Polish water and wineglasses, making sure there are no spots
• Fold and center napkin
• Center vase of flowers or candles. Make sure that they are clean.
• Wipe off and place salt and pepper in proper positions, making sure they are full
• Wipe off chairs thoroughly and push in properly
• Make sure you are proud of every table in your station

10 STEPS OF SERVICE

1. GREET YOUR TABLE 6. TWO-MINUTE CHECK BACK

• Friendly greeting • “I trust everything is to your liking.
• “Good evening Mr. Jones. How are you?” May I get anyone anything at this
• Greetings to avoid, “How y’all doin’ time?”
today?” • Clear unnecessary plates or
2. OFFER BEVERAGE glassware.
• Would you care for still or sparkling water 7. CLEAR PLATES
this evening? • The only thing that should remain are
• May I offer anyone a soft drink, glass of beverage glasses from which the Member
wine or cocktail? is drinking.
• If you know what they drink, offer them • We clear a table only after everyone is
the drink by name. finished. (Unless a person pushes their
o (Glass of chardonnay for you Mrs. ..) plate aside)
3. SERVE DRINKS & ASK • Replace silverware if needed.
• Does anyone have questions about the • Each station should have a Mise en place.
menu? o [mi zɑ̃ ˈplas]) is a French culinary
4. TAKE FOOD ORDER phrase which means "putting in
• Repeat back order to Member. place" or "gather". It refers to the
• Remove menus setup.
5. FOOD SERVED. BE PRESENT TO ENSURE 8. SUGGEST DESSERT & AFTER DINNER DRINK
ORDER IS CORRECT 9. ASK IF THERE IS ANYTHING ELSE YOU CAN
• When possible, serve from the left. GET FOR THEM. DROP CHECK
• Warn of hot plates. 10. PICK UP CHECK AND THANK THEM AGAIN
• During service, offer beverages, refill
water etc.
• Be attentive not disruptive.

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LUNCH OPENING DUTIES
• Check BEO’s for proper daily setup
• Obtain a tee sheet from Concierge desk
• Check with Concierge for lunch reservations and any expected Bridge/Canasta/Mah Jong/Stitching
table reservations - obtain a reservation name card for all lunch reservations to reserve the
specified table
• Make sure lunch menus printed and in perfect condition - if not have Concierge print more and
replace old ones
• Brew fresh Iced Tea if needed
• Bring 2 pitchers of Tea, Arnold Palmers and water to bar
• Fill ice bins at service station and bar
• Cut fruit for bar if needed
• Make sure there are cookies. If not, bake them. Put out cookies on bar
• Rollups on tables
• Polish silverware/glassware and do roll-ups for reset
• Set lunch buffet if applicable
• Wipe down patio tables and set them with placemat and roll-up- wipe all chairs and booths
• Put coaster on each table setting
• Turn on all televisions (Golf/ESPN or CNBC)
• Have soup cups, soup spoons, crackers, and items needed for soups ready in the soup service area
on the expo line
• Turn on bread warmer and make sure we have enough butter plates made up and cut bread and
place in warmer setup cutting board with knife and sheet pan for crumbs
• Check on any card table players for drinks-any items off the golf continental buffet
• Someone must always be present in the Grill Room

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LUNCH CLOSING DUTIES
• Clean and reset all tables
• Refill all salt & pepper, sugars, and return sugars to service area
• Check all rooms where meetings or bridge play may have occurred, clean and restock as necessary
• Breakdown all buffet equipment when applicable and put away clean and properly
• Clean and sweep carpet
• Break down drink station at bar; wipe down the bar and put the remaining fruit in the service area
for PM shift
• Wipe down/sanitize service areas and trays
• Split chits and then close chits and run end of shift report- alphabetize *give to manager on duty to
sign - double check all chits for accuracy and drinks were rang up correctly!
• Put away lunch menus and sanitize menu covers - discard wet or stained menu and inform Concierge
how many new menus will be needed for the following day
• Sort and polish silverware from lunch
• Ensure that there are two full bus tubs of roll-ups

DINNER FOOD RUNNER OPENING LIST

• Clean all trays prior to service
• Fill ice bin in server area
• Organize glassware in its appropriate place (give all glasses to bar)
• Line bus trays with clean black napkins---make sure tray is clean
• Wipe down the expo table, ensuring it is free of debris
• Make 30 dollied saucers for pantry for ice creams/dressings
• Stock sauces, sides if needed (ketchups, drawn butters, remoulade, etc.)
• Stock to-go supplies (boxes, napkins, silverware, to-go cups, lids, and coffee cups)
• Stock saltines and oyster crackers
• See Chef for any additional setup
• Stock soup spoons
• Organize glassware
• Line 12” and 9” plates with sandalwood trifolds
• Line bread baskets with white napkin
• Check bread station - discard old bread from lunch service
• Stock white, sandalwood, and black napkins
• Polish silverware
• Stock condiments, (2 of each) Tabasco, A1, malt vinegar, spicy mustard, mayo, any others available,
and wipe inside of caps
• Line up at 4:30 p.m.

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FOOD RUNNER CLOSING LIST
• Clean and dry all service trays
• Wipe down and organize expo line
• Clean out bread drawer, wipe knife clean & send cutting board to dish
• Empty coffee and tea machines
• Clean and sanitize server cooler, change bottom tray if needed, wrap condiments
• Stock coffee spoons, coffee and tea bags, hot tea bags and espresso supplies
• Stock to go supplies - boxes, napkins, silverware, to-go cups, lids, and coffee cups
• Stock saltines and oyster crackers
• Vacuum Rugs and roll-up
• Sweep and mop the server line
• Wipe down doors leading in and out of the kitchen, wipe down walls on backline
• Organize glass racks
• Polish silverware
• Take down linen and trash- make sure everything is clean on the backline

PM GRILL ROOM OPENING DUTIES

• Check the whiteboard to see side work
• Help break down buffet if applicable
• Check today’s BEO for any events
• Refer to floor plan and set tables appropriately
• Put clean votive candles on tables as well as B&B plates, clean coasters
• Put (3) tray jacks at the bar
• Ensure all patio tables are clean and set properly including votive candle
• Have back up paper roll at computer and check presenters with Sanctuary pens
• Fill the bus tub with rollups for reset
• Stock service cooler - gallon milk, 2 half & half’s, orange juice, apple juice, cranberry juice, chocolate
syrup (CHECK EXPIRATION DATES)
• Stock coffee spoons, coffee and tea bags, hot tea bags and espresso supplies
• Assist with changing dinner menus if needed
• Assist veranda setup
• Ensure all terminals are set to DINNER
• Line up at 4:30 p.m.

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PM VERANDA OPENING DUTIES
• Check today’s BEO for any events
• Refer to reservation sheet and set tables appropriately
• Place clean votive candles on all tables (3 votives for rounds)
• Have backup paper roll at computer and check presenters with Sanctuary pens
• Fill bin in Upper Veranda credenza with napkin folds and organize any old lines leftover from events
• Set all Upper Veranda tables
• Stock upper and lower credenza - make sure no Veranda chairs are “stored.”
• Assist grill and backline setup
• Place 3 tray jacks in Veranda
• Line up at 4:30 p.m.

GRILL ROOM CLOSING DUTIES

• Check BEO’s for the next day setup
• Clean and reset all tables with roll-ups, B&B plates, fill salt & peppers; check seats for crumbs, back
of booths, and under tables for food debris and dropped silverware
• Remove candles and replace them with full sugar caddies *let candle wax cool then discard used
candle
• Return all service tray and pepper mills to backline – wipe with sanitizer before putting away
• Unset and wipe down all patio tables
• Split and close chits, alphabetize and give to closing manager to be signed
• Fill the bus tub with rollups for reset
• Clean espresso machine and drip tray and put away milk container after emptied
• Wipe down & sanitize soft beverage machine; remove nozzles, run through club soda, and leave to
dry
• Stock service cooler - gallon milk, 2 half & half’s, orange juice, apple juice, cranberry juice, chocolate
syrup if needed
• Assist Veranda and backline with closing duties
• You cannot leave until the closing MOD has approved leaving for the night

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 VERANDA CLOSING DUTIES
• Check BEO for next day setup.
• Clean re-cloth and reset all tables to default setting
• Remove candles *let candle wax cool then discard used candle
• Stock credenza with linen (60’s/70’s/80’s)
• Unset all upper veranda tables
• Clean off credenza in Lower Veranda
• Split and close chits then alphabetize and give to closing manager to be signed
• Assist Grill Room and backline with closing duties
• You cannot leave until the closing MOD has approved leaving for the night

Dinner Rollups - B&B knife-salad fork/knife-dinner fork/knife- sandalwood napkins

Lunch Rollup - Salad fork/knife- sandalwood napkins

BARTENDER OPENING LIST

• Unlock wine cooler
• Put trash liners in trash bins
• Fill appropriate ice bins with ice
• Wipe down the bar counter
• Make sure cooler(s) and shelves are stocked to par
• Dust and clean off ALL liquor bottles displayed behind bars
• Wipe down POS surfaces and surrounding areas
• Stock all glassware ensuring they are polished and free of chips
• Fill fruit trays with appropriate fruit with fresh fruit daily
• Check kegs, replace if needed. If there are any issues, inform Manager on Duty.
• Put out nut mix on bar in bowls
• Notify F&B Manager/Chef of items out of stock for bar
• Discard/transfer any items outdated/spoiled
• Discard all empty boxes
• Organize and put away liquor orders in liquor room
• Check wine menus for accuracy
• Be informed and know specials/soup of the day

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BARTENDER CLOSING LIST
• Wipe down all bottles
• Ensure all wine bottles opened during service have been sealed
• Clean and put away all snack mix bowls
• Restock bar to par (wine, liquor, beer)—when all Members have left
• Wipe down all beer tap handles and clean drain
• Date all cut fruit
• Date and seal all open wine
• Wash garnish tray and bar utensils
• Stock to-go cups, straws, picks, and beverage napkins in the liquor cabinet
• Flush all drains with bleach and running water
• Secure/lock wine cooler
• Sweep and mop bar floor, including all areas under cooler/bins
• Turn off dishwasher/clean filter from debris once cooled
• Complete end of shift paperwork
• Take out trash and any empty boxes
• Assist with room setup if needed

Check with MOD before changing into polo shirt from dinner shirt. Do not begin breakdown/setup when
Members are still present. We do not want to make them feel rushed, as if we are closing and kicking them
out.

MORNING MEETING SETUP

• Credenza lined with diamonded sandalwood napkins
• Coffee cups, saucers, sugar caddie, stirrers, silver creamer container with proper signage
• 2 silver polished coffee pump housings
• 2 push pots of coffee (regular and decaf)
• 2 drip trays for coffee (says regular and decaf)
• Polished water glasses with booties
• Straws, B&B plates, cocktail napkins, lined basket of half forks, and half teaspoons
• Plate of fruit, muffins and eggs with utensils/tongs (this occasionally changes refer to BEO’s)
• Sanctuary pad and pen at each seat
• 2 pitchers of water with no ice and an ice bucket with scoop
• Carafe of orange juice
• Polished rocks glasses for juice
• Lined wicker basket for empty sugar packets
• Paper to-go coffee supplies
• Always refer to the corresponding BEO for detailed setup information

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AFTERNOON MEETING SETUP
• Credenza lined with diamond sandalwood napkins
• Water glasses with booties
• Cocktail napkins
• Sugar caddie
• Straws
• 1 pitcher of water, iced tea, and lemonade
• 2 cans of Coca Cola, Diet Coke, Sprite and 2 bottles of Pellegrino
• Ice bucket w/scoop
• Bottle opener
• Lined wicker basket for empty sugar packets
• Plate of cut lemons with seeds remove
• Plate of cookies

**ALWAYS CHECK BEO’S FOR SPECIFIC SETUPS**

LINEN
The linen is in tin 2, lower veranda POS Station and down in the Banquet storage room.

TABLE LINEN
#23 #24 #25 80 INCHES

#26 #28 #30 #32 70 INCHES

DINING ROOM SETUP

CLEAN TABLECLOTHS, PLACEMATS AND NAPKINS

Tablecloths and napkins should be properly laundered and pressed. Place all tablecloths and napkins with
stains and tears into a separate linen bag for credit. Do not use patched tablecloths. Be sure all tablecloths
are properly centered on the table. Placements should be clean and free from stains or damage.

CHAIR PLACEMENT
Chairs are to be pushed up to the table, or just touching the tablecloth, not under the table. Approximate
this placement with chairs in the grill if tablecloths are not being used.

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COMPLETE TABLE SET-UPS
Be sure your table set-ups are complete. If you are missing items required, notify the Food and Beverage
Manager/Dining Room Manager before the line-up so the dining room can be opened on time completely
set-up. The Food and Beverage Manager/Dining Room Manager will inspect your station daily.

ASSIGNMENT BOARD AND STATION PLAN

The assignment board lists the side work responsibilities for each station in the dining room. Your station
and side work responsibilities will be rotated daily. If your station’s side work is light, help another Server
complete their assignment. If not assigned on board, please see MOD immediately upon clocking-in.

TABLE AND SEAT NUMBERS

Each table is assigned a table number and each seat a seat number. Learn your table and seat numbers as
they will greatly aid in expediting service to your tables and minimize conversations between service
personnel in the dining room.

A la Carte overflow seating will be used in the back of the MDR.

PLATED BANQUET SEQUENCE OF SERVICE

The exact orders of service can vary greatly, depending on the number of courses, wines and extras included.
Specific orders of service will be given to the servers for the specific functions during the pre-‐meal meeting.

1. Set table
Set the tables with silverware, B&B plates, water glasses

2. If wine glasses have been prearranged, pre-‐set appropriate wine glasses/champagne flute

3. After Member has been greeted and seated, the service team will:

i. Pour wine or take cocktail order (always use a cocktail tray for beverage service) Remove
any unused cocktail glasses and all cocktail napkins
ii. The Manager will give specific wine service instructions
iii. Plated dinner service often revolves around a holiday or event
iv. Plated dinner service is often very time sensitive

DIFFERENT SIZE BANQUET TABLES

• 48” inch round- seats 4-6
• 60” round- seats 8-10
• 72” round- seats 10-12
• 6ft and 8ft – commonly used for buffets, head tables, etc.

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 A CKN OWELDGE MENT OF F OOD AN D BEV ER AGE
E MP LOYEE TR AIN ING MAN UA L
The following manual has been designed to introduce you to the standards of operation, policies and
procedures of The Sanctuary Golf Club and the Food and Beverage Department. Please keep this manual and
refer to it often, as it contains information you may need to perform your job to the highest standards.

You are responsible for understanding the information contained in this manual, and if you have any
questions, it is your responsibility to ask management.

By signing below I acknowledge the receipt of this manual, and I will follow the standards of operation,
policies and procedures contained within the manual. I understand that The Sanctuary Golf Club has
complete discretion to modify its policies, rules, and practices at any time, to the extent allowed by
applicable law.

____________________________________________________________________

Print Name

_____________________________________________________________________

Signature

____________________________________________________________________

Date

F&B Employee Training Manual – Rev. 09-10-2024 25