Al Tanoor Restaurant Handbook

AL TANOOR RESTAURANT HANDBOOK

CONCEPT

Al Tanoor is the main restaurant located at the center of Al Bandar Hotel where most of the restaurants and bars are located. “ T anoor ” is an Arabic/Asian-style oven which is mostly used in the Arab region for the traditional way of their cooking. The artwork featured in Al Tanoor is done by local artists Abdul-Kareem Al Maimani, Maryam Al Zadjali and Hussain Obeid. The restaurant’s interior has been designed to represent a traditional souq (market) with baskets and jars of spices, wooden chests, carved doors and windows, antique coffee pots, assorted utensils, and pottery storage jars. The artefacts, like the restaurant reflect the flavor of the Middle East with copper trays, bowls, spoons, and cooking vessels that were once commonplace in Omani households. Coppersmiths still produce vessels with age-old designs that often feature Islamic geometric patterns, palm, and floral motifs.

The huge pottery storage jars featured in the restaurant would have once stored oil, water, dates, and other foodstuffs. Omani pottery has distinct regional styles and designs, some of which date back thousands of years, the local clay is still used to manufacture storage jars and incense burners. This craft is today practiced primarily in Musandam, Oman’s northernmost tip, Bahla, at the heart of the interior, and Dhofar the southernmost region.

GENERAL INFORMATION

➢ The Food served is a mix of Indian and Middle Eastern Fusion inspired from Arabian Gulf Region ➢ Dining Option Offering: Buffet (Breakfast & Dinner) or Ala carte (Lunch) – changeable depends on the operational demand or protocols ➢ Total seating capacity is 207 (Inside=35/Outside=172) ➢ Total number of tables is 51 ➢ Dress code: Resort Casual (Swim wear not allowed) ➢ Operating hours: Breakfast = 07:00 am -10:30 am/ Lunch = 01:00 pm – 04:00 pm/ Dinner = 06:30 pm - 10:30 pm (changeable depends on the operational demand or protocols)

GROOMING STANDARD:

It is important that we project the best image of our self when in front of our guest, proper grooming, hygiene and professional appearance are important to gain respect in the workplace. We represent the Shangri-la brand where it is expected that we adhere to our company Grooming standards. Click this link Grooming standard

ROLES & RESPONSIBILITY:

Outlet Manager or Asst. Outlet Manager:

(Before every meal period and frequently when guests are present):

➢ Look at each employee’s uniform to make sure there isn’t a stain and that they look crisp and professional ➢ Make sure the temperature is comfortable – based on your own impression, the temperature setting and the behavior of the guests (are they bundling up in sweaters?) Makes sure the music is at the right volume and the sound quality is good ➢ If the restaurant features windows and views, makes sure the windows are clean and that the shades are adjusted properly for the time of day ➢ Walk through all the tables and make sure everything on the tabletop is immaculately clean and in good condition ➢ Make sure all the floors are clean and free of debris ➢ Look around the walls and ceiling to make sure there are no burned-out light bulbs or damage or stain ➢ If the restaurant features flowers or other décor items, make sure they are clean and healthy looking ➢ Make sure the workstations are well organized and very clean, especially if a guest can see any part of it tidy – cleared of dirty dishes, extra supplies and absolutely no trash or dirty linens ➢ Look at the buffet presentations and make sure the tables and displays are clean, and that there are plenty of plates and serving utensils ➢ Visit or speak to every guest at some point during their meal, either by visiting their table or by greeting them near the buffet – not just during arrival and departure ➢ Responsible for the operation, management and overall performance of the Food and Beverage operations. E.g colleagues, customer services and product quality ➢ Delegation of duties and responsibilities to his assistants is necessary to ensure the proper functioning of all phases of F&B service in the areas under his control. ➢ He is to implement all standardized procedures, rules and regulations systematically to be in line with hotel standards and policies.

Hostess

➢ Your primary duty is to greet, welcome and seat all guests in your Outlet. Highlight VVIP, VIP, HWC or guest with special dietary requirements ➢ Take reservations and plan seating assignments.

Service Leader/Captain:

➢ Make sure that the guest is greeted and served promptly. ➢ Assist the Service Manager and his subordinates with the daily operation of the restaurant and colleagues supervision. ➢ Oversees activity of Service Associates and ensures maximum service is extended to the guests in his assigned station.

Service Associate/Servers:

➢ His/her primary duty is to prompt and efficient service of all Food and Beverage items available in our outlets. ➢ Deliver the service standards and to ensure provide the best dining experience.

BACK TO BASICS:

F&B service is the essential link between the menu, beverages and other services that provide the best dining experience to our guest. It is essential that F & B service should master the basic requirements to perform its duty : Greeting our guest: 10 feet & 5 feet RULE ➢ When a guest is within a 5 foot radius, offer a genuine greeting or friendly gesture e.g. greet with smile & use guest name if know the guest ➢ When a guest is within a 10 foot radius, always acknowledge through right eye contact and smile. Responding to our guest: ➢ Listen carefully what the guest is saying, observe body language and clues given by the guest. Respond appropriately according to the needs or request of the guest. ➢ Never say “No”, as long it’s in line with our hotel guidelines and should make every effort to delight our guest. Product Knowledge: ➢ Regular review the hotel cue card most especially for the recent changes or happening in the hotel. ➢ Carry the updated hotel cue card at all time ➢ Competence in technical skills ➢ Well-developed social skills, and ➢ The ability to work as part of a team

Key requirements allow: ➢

The colleagues to work in a safe environment ➢ To rule out the task efficiently with less stress ➢ To show professionalism to the customer ➢ To collaborate & communicate effectively with Culinary

Personal “back to basics ”: ➢

All colleagues should be always well-groomed and clean ➢ Physical & mentally prepare before the duty start ➢ Come 10 minutes earlier before the duty start ➢ Avoid talking not related to work ➢ Be pro-active, avoid standing without doing anything ➢ No smoking during operating hours ➢ No gum chewing or eating in front of the customers ➢ No use of mobile phone while on duty, if important call required needs to go back of the area ➢ Silent and discreet colleagues during the service having his personal equipment on ➢ Use an adequate language (ban slang or swear words…) ➢ Avoid collisions during the service with colleagues , “use the right side” always ➢ Look physically professional & alert Left hand carry and never reach the customer ➢ Right hand works and reach the customer ➢ Utensils and glasses are always carried on trays or transport plate never directly by hand ➢ If using plates or stain steel trays, cover it with a dolly paper or a napkin ➢ Always use a service cloth to carry hot plates. ➢ Containing dishes should always be placed on plates with dollies or saucers

Carrying “back to basi cs ” ➢

At the guest table “Back to basi cs ” at the guest table ➢ Women are usually served first. ➢

If it is an honorary dinner, the guest of honor is served first.

➢ Otherwise, age and status of the guest determine the sequence, with older or more distinguished guests served first. ➢ The host is always served after his or her guests. ➢ When children are present at the table, serve them as quickly as possible to maintain peace

Beverage service

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Hold glasses by the foot or stem only

➢ Glasses are always placed to the right of the guest with the right hand ➢ Beverages are always poured from the right side of the guest ➢ A bottle of wine is first presented to the host. Then the bottle is opened, and a small amount is poured out for the host. After the host approves, the guests are served first and the host's glass last.

When serving heavy red wines that have been decanted or are in a wine basket, hold the glass, slightly slanted, on the table with left hand and slowly pour out the wine with the right hand, so that the wine sediment is not poured to be glass.

Clearing “back to basi cs ”

➢ In elegant service never clear more than four plates at the time ➢ Don’t walk and clear plates in same time ➢ Don’t turn your back to the customer when clearing ➢ Stuck the plate properly and cross the cutlery to avoid droppings ➢ Bread plate, butter, condimen ts (salt, pepper…), breadcrumbs are always cleared before dessert ➢ Flowers and table decoration remain on the table until the last guest is gone ➢ NEVER REMOVE THE FIRST GLASS (FROM THE 1ST DRINK) BEFORE THE NEXT ONE IS SERVED

Safety at work “back to basic s ”

➢ Ensure to eliminate hazard e.g. water in the floor may cause slip or untangled cable that may cause trip or sharp edges that can cause injury ➢ Ensure that workflow is organized e.g. all items ready and prepared like plates, cutleries, ball pen etc. ➢ First Aid Items are regular checked and items not expired, nominate one colleagues to be certified First Aider so that can respond immediately for any emergency ➢ Report any damaged electrical socket to Engineering or report maintenance issues. ➢ Follow the Pre-opening & Closing checklist of the restaurant ➢ Ensure proper handover of keys to the colleagues or return it back to Security ➢ Chemicals used must be stored properly ➢ Any Lost & Found items should place in the plastic and handover to housekeeping Lost & Found in-charge ➢ If colleagues have some COVID symptoms, must informed immediately to the Manager and seek medical advice

TELEPHONE ETTIQUETTE & RESERVATION

➢ The telephone answered within 3 rings or 10 seconds with an appropriate greeting. e.g. Al Tanoor restaurant, Mary speaking how can I help you? ➢ Obtain the guest's name and use the caller's name at least once during the conversation. ➢ Obtain the number of people dining, the dining time and the telephone/room number ➢ Repeat and confirm the details ➢ End the call by offering a warm and sincere closing. ➢ Asked the guest if the reservation was for a special occasion and if the caller had any special dietary requirements

LQA/Shangri-la Expérience standards : Breakfast, Restaurant & Restaurant-Buffet

S/N

Descriptions

B/F

Lunch or Dinner

Ala Carte

Buffet

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1 Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or count

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2 We will seat guests within one minute of their arrival at a fully laid table

thoughtfully for maximum comfort and privacy and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated.

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3 if the restaurant was full, the guest advised how long it would be and was this timeframe adhered to?

4 If the guest was kept waiting did the employee acknowledge this and apologize for the delay? ☒ 5 Did employees offer seating assistance, remove covers if necessary and present the menu (if applicable)? ☒ 6 In the case of a single diner, was a newspaper/reading material or digital equivalent (i.e. pressreader) offered? ☒ 7 In the case of a buffet, did the employee offer an orientation to the breakfast procedure or on the guest's first visit to the restaurant (i.e. guests should help themselves to the buffet)? ☒ 8 Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to being on the buffet) within 1 minute of seating? ☒ 9 Was the guest's coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.), if not known? ☒ 10 Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices)? ☒ 11 Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable? ☒

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12 Did the waiter accommodate any reasonable off menu requests?

13 Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompaniments etc.)? ☒ 14 Was the correct and complete breakfast order served within 7 minutes of order for a cold breakfast and 10 minutes of order for a hot breakfast, unless the team member informed the agent of an expected delay (i.e. due to longer preparation times)? ☒

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15 Were all plated items served with as little disruption to the guest as possible? 16 Was the correct order served to each guest without any prompting required?

17 Did the waiter ascertain if the guest required any condiments/sauces and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)? ☒

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Did the employee replace cutlery as required?

19 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? ☒ 20 Were coffee/tea/juice refills offered within 2 minutes and served within 5 minutes? ☒

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21 Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?

22 Did an employee visit the table to ascertain at any point if service was satisfactory? ☒ 23 We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy. ☒

24 If the guest has a breakfast-inclusive package, we will not present a check or require a signature from them. ☒ 25 When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level. ☒ 26 Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request (n/a if included in room rate)? ☐ 27 Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience. ☒

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28 During peak breakfast hours, a member of the Management will be present, mingling with guests.

29 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? ☒ 30 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? ☒ 31 Was the employee's speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? ☒ 32 Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service. ☒ 33 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? ☒ 34 Did the employee use the guest's name naturally and discreetly without overusing it? ☒ 35 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other hotel facilities or immediately offer to find out the information required? ☒ 36 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? ☒

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37 Did the employee adapt to a changing situation and/or guest's need?

38 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? ☒ 39 Did an employee personalize the interaction in any way and engage the guest as an individual? ☒ 40 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? ☒ 41 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? ☒ 42 We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal. ☒ 43 Did employees maintain alert postures and respect the guest's presence when interacting with each other? ☒ 44 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? ☒ 45 Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)? ☒

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Did the buffet include a local or seasonal specialty?

47 In resorts or when many children will be present, our buffets will feature some selections especially for children, at lower height, with a colorful and entertaining presentation. ☒

48 Children’s dining utensils, crockery and furnishings such as high chairs will be creative and of excellent quality, in keeping with the restaurant’s other appointments. ☒ 49 Was an 'a la minute' option available on the buffet for egg dishes or advertised on the menu? ☒ 50 Were any unidentifiable food or beverage items clearly labeled and were the labels clean and consistent in appearance? ☒

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Were all dishes replenished as required?

52 Were the appropriate crockery, service utensils and glassware available?

53 While guests are at our buffet, our dedicated guides will proactively greet guests, expedite traffic, and describe the dishes highlighting local specialties and house specialties ☒ 54 During breakfast, we will be especially sensitive to the guest’s demeanor, reacting either with quiet remarks or engaging conversation. ☒

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55 During breakfast, we will visit each table to serve warm bakery items from an attractive basket, whilst explaining the different breads.

56 Was a chef present behind the buffet at all times (where a working station was present)? ☒

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57 Was the menu clean, in good repair, grammatically correct and easy to read?

58 If special dietary requirements were provided at any point during stay, were they automatically acknowledged? ☒ 59 Was the food presented in an appealing manner and did it directly resemble its description from the menu? ☒

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Was the food fresh and of good flavor? Was the texture of the food appropriate?

62 Was the food cooked as requested and served at the correct temperature?

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Were at least two fresh juices available? Were breads/bakery items of excellent quality?

65 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed? ☒ 66 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? ☒ 67 Were all tables in the restaurant consistently laid up and promptly cleared and re- laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)? ☒ 68 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)? ☒ 69 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair? ☒

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70 Were salt and pepper cruets available and if so were they clean and full?

71 Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea (n/a for green tea/herbal teas)? ☒ 72 Was there a minimum of three different preserves available on the table or at the buffet? ☒ 73 Were a selection of international newspapers, news sheets or a digital news option displayed in the restaurant or at the entrance? ☒

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74 Did the employee present the menu/wine list within 5 minutes of being seated?

75 Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light) and were reading glasses available on request? (During dinner only) ☐ 76 Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink? ☐ 77 Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set priced menus and/or any items that were not available? ☐ 78 Did the waiter automatically suggest water and ascertain the guest's preference (i.e. still/sparkling/filtered)? ☐ 79 Was the food and beverage order taken within 10 minutes of menu being offered? ☐ 80 Did the waiter automatically suggest a starter and side orders (if applicable) for each guest? ☐

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81 Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served?

82 Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal? ☐ 83 When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions ☐

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84 Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay? ☐

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Were drinks served and cleared using a tray?

86 Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times? ☐ 87 Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay? ☐

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88 Were all plated items served with as little disruption to the guest as possible? 89 Was the correct order served to each guest without any prompting required?

90 Did the waiter automatically offer an additional bottle of wine/water upon completion of the first? ☐ 91 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? ☒ 92 Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant? ☐ 93 Did the waiter automatically offer desserts, either verbally or by presenting the menu? ☐ 94 Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay? ☐ 95 Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)? ☐ 96 Was the coffee/tea served within 5 minutes of order and was it accompanied by a sweet (e.g. cookie, petit four, etc.)? ☐ 97 Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea (n/a for green tea/herbal teas)? ☐ 98 In the case of a formal restaurant, did the waiter suggest dessert wine and/or post- meal drinks? ☐

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99 Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system by the glass)? ☐ 100 Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly (n/a for Enomatic wine system by the glass)? ☐ 101 Was red wine served at room/appropriate temperature and white/rosé wine chilled? ☐

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102 Did the waiter top up the glass as required?

103 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)? ☐ 104 Did the waiter offer an additional beverage within 2 minutes of drink being empty? ☐ 105 Was the menu/wine list clean, in good repair, grammatically correct and easy to read? ☐ 106 Was there a minimum of one starter and one main course vegan option listed on the menu? ☐ 107 If special dietary requirements were provided at any point during stay, were they automatically acknowledged? ☒

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108 We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated

109 Whenever a guest has accepted our recommendation, the colleagues giving the recommendation will show sincere interest and return to ask how they enjoyed it ☒

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110 Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)? ☐ 111 In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions? ☐

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PROBLEM HANDLING & RESOLUTION:

It is important that our colleague is well equipped in terms of knowledge and skills when handling guest complain. Each colleague must understand the Shangri-la approach and implement the guidelines. Our response to each guest complains is very critical and it will determine our skill in terms of customer service.

SERVICE RECOVERY MATRIX: (Ms. Natalia to review & advise)

GUEST SERVICE RECOVERY GUIDANCE - F&B

Action Plan

Nature of Issue

Service Recovery

Level 5

Level 4

Level 3

Level 2

Inviting for complimentary Lunch or Dinner

Disappointing overall breakfast experience

Sending apology amenity to the room

Compensation of items from the bill

Disappointing overall lunch experience

Sending apology amenity to the room

Compensation of items from the bill

Disappointing overall dinner experience

Sending apology amenity to the room

Taking special care and serving a glass of complimentary wine or welcome drink

No arrival experience

Provide the available table immediately

Reservation is not in the TMS

Taking special care and serving a glass of complimentary wine or welcome drink Taking special care and serving a glass of complimentary wine Taking special care and serving a glass of complimentary wine

Slow service waiting long time to take the order

Slow service waiting long time to serve the beverage

Compensatition of Beverage items

Taking special care and serving a glass of complimentary wine

Slow service waiting long time to serve the food

Compensation of food items

Taking special care and serving a glass of complimentary wine

Dining area cleanliness

Serving a bottle of complimentary wine

Coordinating with housekeeping to clean the restaurant Taking special care and serving a glass of complimentary wine Serving a bottle of complimentary wine Compensation of the entire bill Coordinating with pest control to eliminate the pest Taking special care and serving a glass of complimentary wine

Pest in the restaurant

Staff is not attentive, rude or looks not happy

Request Manager to visit the table

Compensation of items or entire bill

Taking special care and serving another one or other options Compensation of items or bill

The quality of beverage is not good

To offer the same replace dish with alternative

The quality of food is not good

Compensation of items or entire bill

Taking special care and serving another one or other options

The room temperature is warm or too cold

Check with Supervisor / Manager for assistance

Coordinating with engineering to adjusting the temperature Taking special care and serving a glass of complimentary wine

Food or beverage tems is not available

Offering alternative recommendations

Offering Omani dress

The dress code policy

To ask the guest to change his/her dress

This handbook is created to guide F & B service colleagues to have quick guide understanding their operation. The reference of this handbook are taken from The Art of Barr Al Jissah book, LQA, Shangri-La Experience and Shangri-La Cares. The terms and procedures could change from time and must be update accordingly.

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