front of house training manual QUEEN CHARLOTTE LODGE

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2 team service ALTHOUGH EACH TEAM MEMBER IS ASSIGNED A SPECIFIC POSITION, HOUSEKEEPERS AND SERVERS ASSIGNED SECTIONS, ALL EMPLOYEES ARE RESPONSIBLE FOR THE EXPERIENCES OF EACH GUEST. AT OUR EXPECTATIONS ARE THAT ALL TEAM MEMBERS ARE COMMITTED TO ENSURING GUESTS RECEIVE 5-STAR SERVICE AND ASSIST WHEREVER ADDITIONAL HELP MAY BE REQUIRED (GUEST OR CREW). guest experience ONE OF THE MAIN COMPLIMENTS QCL HEARS TIME AND TIME AGAIN IS THAT WE MAKE GUESTS FEEL LIKE FAMILY. BUILDING A RAPPORT WITH GUESTS EVERY TRIP IS OF UTMOST IMPORTANCE. DURING YOUR CONVERSATIONS OBTAIN KEY INFORMATION THAT MAY BETTER HELP YOU IN SERVING PARTICULAR GUESTS OR ADDITIONAL INFO THAT MAY TAKE THEIR EXPERIENCE ABOVE AND BEYOND. GEMS ARE WHAT WE REFER TO WHEN SIGNIFICANT KNOWLEDGE IS GAINED THROUGHOUT CONVERSATIONS. ANYTHING FROM IT S MY FIRST TIME HERE TO THIS IS MY 40 TH VISIT OR I M CELEBRATING MY 50 TH BIRTHDAY IS A GEM. WRITE THIS INFORMATION DOWN AND GIVE IT TO THE FRONT OF HOUSE MANAGER. TOGETHER WE CAN COME UP WITH A CREATIVE WAY TO ACKNOWLEDGE THESE GUESTS. COMPLAINTS DO HAPPEN AND WE ALL NEED TO BE PROACTIVE ABOUT RESOLVING THEM. ALL TEAM MEMBERS SHOULD TAKE STEPS TO PREVENT ANY POTENTIAL ISSUES AND THINK OF SENSIBLE SOLUTIONS. INFORM THE FRONT OF HOUSE MANAGER OF ANY ISSUES IN A TIMELY MATTER. IT IS KNOWN THAT A HAPPY GUEST WILL TELL 4 OF THEIR FRIENDS WHAT A GREAT TIME THEY HAD WHEREAS AN UNHAPPY GUEST WILL TELL 10. LET S WORK TOWARDS MAKING SURE ALL GUESTS LEAVE WITH THEIR EXPECTATIONS SURPASSED! HANDLING GUEST CONCERNS: 1. STOP WHAT YOU ARE DOING AND LISTEN TO THEIR CONCERNS, UNINTERRUPTED 2. EMPATHIZE AND BE GENUINE. IF YOU CARE, IT WILL SHOW 3. APOLOGIZE SINCERELY WITHOUT EXCUSES, JUSTIFICATIONS OR ARGUING REASSURING THE GUEST THAT THIS THEIR CONCERNS ARE A PRIORITY 4. INFORM A MANAGER ON DUTY IMMEDIATELY 5. KEEP THE GUEST IN THE LOOP. INFORM THE GUEST OF WHAT IS BEING DONE TO CORRECT THE ISSUE 6. CHECK BACK IN TO ENSURE ALL HAS BEEN RECTIFIED personal attitude IT IS OUR JOB, IN THE HOSPITALITY INDUSTRY, TO BE WELCOMING AND FRIENDLY TO ALL GUESTS AND FELLOW TEAM MEMBERS. GUEST PERCEPTION CAN BE THE MAKE OR BREAK BETWEEN AN AVERAGE EXPERIENCE AND ONE FOR THE BOOKS. COME TO WORK EACH DAY WITH YOUR BEST FOOT FORWARD, READY TO INTERACT AND ENTERTAIN. REMEMBER THAT IN HOSPITALITY YOU ARE ALWAYS ON STAGE EVEN WHEN NOT DIRECTLY IN FRONT OF GUESTS. IF YOU RE HAVING AN OFF DAY, TRY TELLING SOMEONE. WE CAN HELP AS A GROUP TO LIFT EVERYONE S SPIRITS AND CREATE A FUN WORK ENVIRONMENT. appearance THE LOOK OF THE LODGE IS PARAMOUNT. AS SOON AS GUESTS ARRIVE ON PROPERTY AND THROUGHOUT THEIR STAY, THEY JUDGE THE CLEANLINESS AND DETAILS OF WHAT SURROUNDS THEM. EVERYONE AT QCL IS EXPECTED TO WORK AS A TEAM TO MAINTAIN A POLISHED AND ORGANIZED LODGE GROUND FROM THE FRONT ASHTRAYS AND TABLE TOPS TO THE DOCK AND BOAT FLOORS. 2

3 preparation EACH QCL EMPLOYEE IS EXPECTED TO COME TO EACH SHIFT TIMELY AND PREPARED. ENSURE THAT ALL PERSONAL AND WORK ITEMS REQUIRED TO SEE YOU THROUGH A FULL SHIFT ARE WITH YOU AND READY FOR USE. SERVERS, THIS MEANS HAVING A CORKSCREW, PENS, PAD OF PAPER, SERVING POUCH AND IN FULL UNIFORM. IN THE REAL WORLD, YOU WOULD SHOW UP TO WORK 5-15 MINS BEFORE YOUR STATED START TIME, ALLOWING YOU A FEW MOMENTS TO GET SETTLED IN AND LEARN MAYBE NEW INFORMATION NEEDED FOR THAT SHIFT. SAME THING GOES HERE. ALTHOUGH STAFF LIVING QUARTERS ARE LESS THAN A MINUTE WALK AWAY FROM THE WORK PLACE, SHOWING UP A FEW MOMENTS BEFORE YOUR ACTUAL START TIME IS EXPECTED. serving 101 knowledge GUESTS WILL LOOK TO YOU FOR ADVICE. BE CONFIDENT AND KNOWLEDGEABLE OF ALL ITEMS LISTED ON OUR FOOD AND BEVERAGE MENUS. REVIEW AND MEMORIZE THE PROVIDED SYLLABUSES. SHOULD YOU HAVE ANY QUESTIONS PLEASE BRING THEM TO THE ATTENTION OF THE FRONT OF HOUSE MANAGER. timing ONE OF THE MOST CRUCIAL ASPECTS THAT DEFINE A GREAT DINING EXPERIENCE IS THE ABILITY TO TIME A TABLE PROPERLY. TIMING IS NOT JUST THE ABILITY TO KNOW WHEN YOUR FOOD IS READY FOR PICK UP IN THE KITCHEN BUT WHEN AND HOW TO INTERRUPT A GUEST S CONVERSATION, ORDER TAKING, FOOD / DRINK DELIVERY AND BILL PRESENTATION. WHEN GUESTS WAIT FOR SERVICE THEIR SENSE OF TIME IS FAIRLY ACCURATE BUT ONLY FOR THE FIRST 2 MINUTES. AFTER THAT, THEIR SENSE OF TIME DISTORTS AND FEELS TO THEM ALMOST 5 TIMES LONGER THAN REALITY. TRY THIS THE NEXT TIME YOU RE OUT! CONTINUOUSLY CHECKING IN WITH TABLES IS THE BEST WAY TO AVOID ANY AGITATION STEMMED FROM WAITING, ON THEIR END. EVEN IF THE KITCHEN IS RUNNING A BIT BEHIND AND A TABLES FOOD IS TAKING MUCH LONGER THAN NORMAL, KEEP THE GUESTS ABREAST OF THE SITUATION. ACKNOWLEDGEMENT IS HUGE AND MOST OFTEN GUESTS TOTALLY UNDERSTAND, THEY JUST WANT TO KNOW THAT YOU HAVEN T FORGOTTEN ABOUT THEM. your role AS AN EMPLOYEE YOU ARE EXPECTED TO REPRESENT IN A PROFESSIONAL MANNER AT ALL TIMES. BE PROUD OF THE WORK THAT YOU DO. EACH OF US HAVE OUR STRENGTHS AND WEAKNESSES BUT AS A TEAM WE CAN MAKE SURE GUESTS LEAVE WITH A MEMORABLE AND A ONE-OF-A-KIND EXPERIENCE. DON T BE AFRAID TO ASK FOR HELP. IF YOUR GUESTS REQUIRE ADDITIONAL ATTENTION AND YOU RE FINDING YOURSELF IN THE WEEDS YOUR FELLOW TEAM MEMBERS AND MANAGER ARE THERE TO ASSIST. WHEN ON THE GUEST SIDE OF PROPERTY THERE IS TO BE NO CONSUMPTION OF ALCOHOL. GUESTS WILL GROW TO FEEL COMFORTABLE WITH YOU, ENCOURAGING YOU TO ENJOY A DRINK WITH THEM. TO ENSURE STAFF SAFETY THIS IS SIMPLY NOT TOLERATED AND MAY RESULT IN IMMEDIATE TERMINATION. IF YOU RE NOT SURE OR FULLY COMFORTABLE ON HOW TO HANDLE A SITUATION LIKE THIS CHAT WITH YOUR MANAGER. THERE ARE MANY WAYS TO WORK AROUND THIS! 3

4 preshift AT THE BEGINNING OF EACH SHIFT TAKE THE INITIATIVE TO CLARIFY ANY QUESTIONS YOU MAY HAVE, CONFIRM 86 D ITEMS AND OR ITEMS TO PUSH, DAILY SPECIALS AND SECTION ASSIGNMENTS. UNFORTUNATELY, WITH OUR REMOTE LOCATION CERTAIN MENU ITEMS OR INGREDIENTS MAY VARY FROM TIME TO TIME BUT WE DO OUR BEST TO KEEP MENUS PRETTY UNIFORM THROUGHOUT THE SEASON. setting tables SALT AND PEPPER SHAKERS ARE TO BE FILLED, WIPED AND LEFT IN THE CENTER OF EACH TABLE AGAINST THE WALL, WINDOW OR RAILING. A SIDE PLATE, NAPKIN, SALAD FORK, DINNER FORK, STEAK KNIFE, BUTTER KNIFE, HOUSE WINE GLASS AND WATER GOBLET SHOULD BE SET AT EACH SEAT IN THE BELOW FORMATION. WINE GLASS WATER GOBLET SIDE PLATE seat numbers THIS IS A MUST WHEN WORKING IN THE FOOD AND BEVERAGE INDUSTRY. SEAT 1 WILL ALWAYS BE TO THE LEFT OF YOU WHEN STANDING AT A TABLE. IF THERE IS A HEAD ON A TABLE, THAT SEAT IS ALWAYS LAST. IF THERE IS AN EMPTY SEAT, IT S ACCOUNTED FOR AS IF SOMEONE WAS SEATED THERE. REFER TO THE MASTER SEATING CHART IN SERVERY. prioritizing EVERY SERVICE REQUEST IS PRIORITIZED INTO A SEQUENTIAL SYSTEM. THIS IS TO HELP YOU DIFFERENTIATE BETWEEN WHAT IS THE MOST IMPORTANT IN A TIME OF HUSTLE. 1. IMMEDIATE GUEST REQUESTS RELATED TO FOOD / DRINK IE: CONDIMENTS, REFIRES, WATER, ETC. DOES NOT INCLUDE SPA AVAILABILITY, GUIDE OFF THE DOCK TIMES, GENERAL QUESTIONS, ETC. 2. GREETING AND SEATING GUESTS / INITIAL DRINKS THIS IS OUR CHANCE TO SHOW GUESTS WE ARE TIMELY, CONSISTENT AND ON TOP OF THEIR NEEDS 3. TABLE MAINTENANCE IE: CLEARING, RESETTING, PRESETTING, WATERING, ETC. YOU WILL NOT BE RUNNING YOUR OWN FOOD AT ALL TIMES. ENSURING YOUR TABLES ARE READY FOR OTHERS IS VITAL 4. RUNNING FOOD 5. RUNNING DRINKS 6. CLEANING / ORGANIZING SERVER AREAS IF YOU ARE ASKED TO HELP RUN FOOD OR HELP CLEAR A TABLE BUT HAVE GUESTS THAT HAVE YET TO ORDER / RECEIVE THEIR INITIAL DRINKS, POLITELY SAY YOU HAVE A HIGHER PRIORITY AT THE MOMENT AND WILL ABLE TO HELP SHORTLY. 4

5 rounds CONSTANT CIRCULATION OF THE DINING ROOM AND OR LOUNGE IS IDEAL. LOOK FOR OPPORTUNITIES TO PROVIDE GREATER SERVICE TO GUESTS AND SUPPORT TEAM MEMBERS WITH THEIR DUTIES, ALWAYS KEEPING IN MIND WHAT TASKS TAKE PRIORITY. IN THE HOSPITALITY INDUSTRY THERE IS RARELY A TIME WHERE EVERYTHING IS DONE, NO ONE SHOULD BE STANDING STILL WHEN THERE ARE GUESTS PRESENT. IF YOU ARE NOT SURE WHAT TO DO AND ARE LOOKING FOR TASKS, ASK A TEAM MEMBER IF THEY NEED SUPPORT AND THEN REFER TO THE LISTING OF SIDE DUTIES. seating guests ON A LA CARTE NIGHTS GUESTS ARE ASSIGNED SPECIFIC TABLES BASED ON THEIR GROUP QUANTITY. AS GUESTS ARRIVE WELCOME THEM AND ASK THEIR GROUP NAME. OFTEN THIS IS THE LAST NAME OF THE GROUP LEADER OR COMPANY NAME. FIND THEIR TABLE LISTED ON THE SEATING ARRANGEMENT SHEET AND ESCORT THEM TO THEIR CORRECT TABLE WHETHER SITTING IN YOUR SECTION OR NOT. BECAUSE OF OUR DINING ROOM SIZE, IT IS NOT UNCOMMON THAT TWO OR THREE DIFFERENT GROUPS WILL BE SEATED TOGETHER AT A TABLE FOR 4 OR 6. IF A GUEST EXPRESSES CONCERN OR FRUSTRATION WITH THIS PLEASE BRING IT TO THE FRONT OF HOUSE MANAGER OR LEAD SERVERS ATTENTION TO FIND AN ALTERNATIVE TABLE. WE DO NOT HAVE A SET DINNER TIME SO OFTEN ALTHOUGH GUEST MAY ASSIGNED TO SIT WITH ANOTHER GROUP, THEY MAY NOT COME OR EAT AT THE SAME TIME. A FRESH PLATE OF BREAD, BUTTER AND CHILLED WATER SHOULD FOLLOW THE GUESTS AS SOON AS THEY SIT. IF THIS IS YOUR TABLE AND YOU ARE FREE, JUMP ON THIS. IF THIS IS YOUR SECTION BUT YOU ARE OCCUPIED, ONE OF THE OTHER TEAM MEMBERS SHOULD NOTICE THIS AND TAKE CARE OF THESE ITEMS IN YOUR ABSENCE. table maintenance A TOP SERVER IS ALWAYS AWARE AND ACTING ON THEIR TABLES PROGRESS AND MAINTENANCE NEEDS. BELOW IS A LIST THAT WILL LEAD YOU TO PERFECT TABLE MAINTENANCE. PRESERVICE 1. SILVERWARE, GLASSWARE AND SIDE PLATES POLISHED AND NEATLY SET 2. NAPKINS CLEAN, CRISP AND PROPERLY FOLDED 3. CHAIRS, TABLES AND FLOOR FREE OF CRUMBS OR SPILLS 4. SALT AND PEPPER SHAKERS ARE REFILLED AND WIPED 5. MENU COVERS STUFFED WITH APPROPRIATE PRINTED MENU AND NEATLY SET ON TABLES 6. WINDOW LEDGES ARE WIPED AND DIRT / BUG FREE (TABLES 1-4) DURING SERVICE 1. REMOVE UNUSED / UNWANTED GLASSWARE AND SILVERWARE 2. CLEAR ANY DIRTY GLASSWARE, PLATES AND CUTLERY 3. RESET GUESTS WITH APPROPRIATE SILVERWARE BASED ON THEIR ORDER USING THE MISE PLATE IE: SOUP ORDERS REQUIRE A SPOON SET PRIOR TO DISH ARRIVING 4. REFILL WATERS THAT ARE AT THE HALFWAY EMPTY MARK 5. BRING OUT ACCOMPANIMENTS PRIOR TO DISH ARRIVING IF REQUESTED IE: HORSERADISH, KETCHUP, PARMESAN, LEMON, ETC. 5

6 order taking BEING ALERT AND DETAILED DURING ANY ORDER TAKING PROCESS IS IMPERATIVE. YOU WILL FIND SUCCESS IN THIS BY FOLLOWING THESE STEPS: 1. INTRODUCE YOURSELF, BECOME FAMILIAR 2. OFFER SPARKLING WATER (UPSELL) AS AN ALTERNATIVE TO STILL. ASK IF YOUR GUESTS HAVE ANY QUESTIONS REGARDING THE MENU, TAKE THEIR DRINK ORDER AND RETRIEVE IN A TIMELY FASHION YOU NEVER WANT YOUR GUESTS TO BE WAITING WITHOUT THEIR FIRST DRINK FOR MORE THAN 2 MINS 3. REVIEW THE MENU LAYOUT WITH GUESTS AND ANSWER ANY QUESTIONS THIS IS A PERFECT TIME TO ENQUIRE ABOUT ANY REQUESTS, ALLERGIES AND OR DIETARY REQUIREMENTS GUESTS MAY HAVE 4. BEGIN WITH LADIES, WORKING YOUR WAY AROUND THE TABLE FROM THERE. ENSURE ALL ORDERS ARE WRITTEN DOWN ACCURATELY AND ARE LEGIBLE DETAIL IS KEY. WRITE DOWN ALL TEMPERATURES, MODS, ALLERGIES AND DIETARY REQUIREMENTS UNDER THE CORRECT SEAT NUMBERS FOR MODS THAT REQUIRE ITEMS NOT ALREADY LISTED ON THE MENU, SEE THE FRONT OF HOUSE MANAGER OR EXPEDITOR FOR CONFIRMATION 5. BEFORE LEAVING THE TABLE REVIEW EACH ORDER AND COLLECT ALL MENUS squirrel pos system ALL FOOD IS TO BE RUNG IN UNDER THE SQUIRREL DEPARTMENT DINING ROOM. TO PLACE A NEW ORDER A NEW BILL MUST BE OPENED WHICH WILL BE LISTED AS THE TABLE NUMBER YOU ARE ORDERING FOR. PRIOR TO SENDING YOUR ORDER THROUGH TO THE KITCHEN REVIEW IT. ARE ALL DISHES RUNG UNDER THE CORRECT SEAT NUMBER? IS EVERYTHING COURSED CORRECTLY? DID YOU REMEMBER TO TYPER ANY ALLERGIES OR DIETARY REQUIREMENTS? ALL BEVERAGES ON THE OTHER HAND ARE TO BE RUNG THROUGH UNDER THE SQUIRREL DEPARTMENT ANGLER S CLUB OR BELLRINGER DEPENDING ON WHICH VENUE YOU ARE LOCATED IN. DRINK TABS ARE TO BE OPENED AND NAMED BASED ON THE GUESTS ROOM NUMBER. IE: 15A (THE NUMBER REPRESENTS THE ROOM AND THE LETTER REPRESENTS THE INDIVIDUAL WITHIN THAT ROOM) food service AT QCL ALL SERVERS ARE ADDITIONALLY HOSTESSES AND BUSSERS. IT IS YOUR RESPONSIBILITY TO CONTINUOUSLY CHECK IN WITH THE KITCHEN ON FOOD ORDERS TO BE RUN, NOT THAT OF THE EXPEDITOR. BECAUSE YOU MAY NOT ALWAYS RUN YOUR OWN TABLES FOOD, IT IS VITAL THAT MISE EN PLACE IS COMPLETE IMMEDIATELY AFTER THE ORDER IS TAKEN. THERE IS NOTHING MORE UNPROFESSIONAL AND DISORGANIZED THAN A GUEST RECEIVING A DISH THAT THEY CANNOT EAT BECAUSE THEY LACK THE CORRECT UTENSILS. IF YOUR TABLES FOOD APPEARS TO BE TAKING LONGER THAN USUAL, CONSULT THE FRONT OF HOUSE MANAGER. SHE WILL FOLLOW UP WITH THE KITCHEN AND HELP DEAL WITH THE ISSUE. WHEN ORDERS ARE UP, DO NOT GRAB FROM THE WARMING LINE. DISHES WILL BE HANDED TO YOU BY THE EXPEDITOR WHOM WILL ENSURE THE PLATE IS GARNISHED, RIMS ARE WIPED AND RECITE WHERE EACH DISH IS HEADED. IF A PLATE IS TOO HOT TO TOUCH, USE A CLEAN HOT CLOTH TO COVER YOUR HAND. THESE CAN BE TUCKED IN THE BACK OF YOUR SERVER POUCH. AS YOU ARE PLACING EACH DISH IN FRONT OF GUESTS REPEAT WHAT IT IS AND ENSURE PROTEINS ARE ALWAYS SET DIRECTLY IN FRONT. ONCE PLATES ARE SET ASK GUESTS IF THEY REQUIRE ANYTHING ELSE AND TOP UP ANY WATER OR WINE GLASSES. 6

7 the quality check QUALITY CHECKING SHOWS THAT YOU HAVE A GENUINE INTEREST IN THE GUESTS ENJOYMENT AND NEEDS. THIS CAN ADDITIONALLY HELP AVOID POTENTIAL PROBLEMS. ONCE PLATES ARE SET AT A TABLE YOU SHOULD BE BACK TOUCHING BASE WITHIN 3 MINUTES OR AFTER YOU VE SEEN GUESTS TAKE THEIR FIRST FEW BITES. TRY TO BE SPECIFIC. IE: HOW IS THE TENDERLOIN? IS THE TEMPERATURE TO YOUR LIKING? MANY GUESTS WILL TRY TO BE POLITE AND REFRAIN FROM COMPLAINING ABOUT THEIR MEAL. PAY ATTENTION TO THEIR PLATE AND BE FORWARD WITH THEM. IF YOU NOTICE SOMEONE NOT TOUCHING THEIR HALIBUT DO NOT ASSUME THEY ARE NOT HUNGRY, BE PROACTIVE AND TALK TO THE GUEST. WE WANT TO REMEDY THESE SITUATIONS BEFORE THE NIGHT COMES TO A CLOSE. clearing PRIOR TO REMOVING A GUESTS PLATE ALWAYS ASK IF YOU CAN TAKE IT OUT OF THEIR WAY. SOME GUESTS WILL PREFER ALL DISHES TO BE LEFT UNTIL THEIR ENTIRE GROUP HAS COMPLETED EATING. SHOULD THIS BE THE CASE, BE SURE TO INFORM YOUR TEAM MEMBERS AND MANAGER SO THEY ARE AWARE. IF YOU HAVE A LARGE TABLE, ASK FOR HELP AND SIMILARLY, HELP OTHERS. NEVER SCRAPE FOOD OFF OF ONE PLATE AND ONTO ANOTHER TO STACK. IF THIS MEANS YOU NEED TO MAKE AN EXTRA TRIP BACK TO THE TABLE, SO BE IT. BE SURE THAT PLATES AND CUTLERY ARE SECURE BEFORE RUSHING AWAY. IF YOU DON T FEEL COMFORTABLE TAKING IT ALL AT ONCE, DON T. CLEARING IS AN OPPORTUNITY FOR TEAM WORK. WHEN DOING ROUNDS KEEP AN OPEN EYE. IF YOU SEE A TABLE THAT ISN T IN YOUR SECTION WITH DIRTY DISHES, LEND A HAND. ONCE AT THE DISH PIT IT IS IMPORTANT TO BE MINDFUL OF CUTLERY THAT HAS FALLEN IN THE GARBAGE. IF IT DOES, RETRIEVE IT. PIECES OF CUTLERY CAN RANGE FROM $5.00-$7.00 EACH, IT CAN ADD UP! PLATES ARE STACKED WITH LIKE PLATES AND CUTLERY IS LEFT IN A BUCKET OF WATER TO SOAK. dessert and after dinner beverages AT THIS TIME THERE SHOULD BE NOTHING REMAINING ON THE TABLE WITH EXCEPTION TO GUEST DRINKS AND THE SALT AND PEPPER SHAKERS. IF YOUR GUESTS HAVE NOT ALREADY PLACED THEIR DESSERT ORDER WITH YOU, GRAB A MENU AND REVIEW THEIR OPTIONS. THIS IS THE PERFECT TIME TO LET YOUR GUESTS KNOW ABOUT OUR SELECTION SCOTCH, BRANDY, COGNAC, PORT AND SPECIALTY COFFEES. OFFER THEM A COZY TABLE DOWNSTAIRS OR MISE EN PLACE THEM AT THEIR CURRENT SEATS. IF THEY CHOOSE TO REMAIN IN THE DINING ROOM, SUGGEST AN AFTER DINNER COCKTAIL IN OUR LOUNGE OR SCOTCH AND CIGAR ON THE LOWER FRONT PATIO. lounge service WHEN SERVING GUESTS SITTING IN THE LOWER PART OF THE MAIN LODGE PLEASE PLACE A RED COCKTAIL NAPKIN IN FRONT OF THEM ONCE THEIR DRINK ORDER HAS BEEN TAKEN. THIS HELPS THE LOUNGE SERVER AND BARTENDER KNOW WHO NEEDS SERVICE AT A SINGLE GLANCE. 7