Within 1 minute Introduction and welcome Take drink order Offer the guest VERO still or sparkling water Ring drink order and modify “FIRST ROUND” and modify “FIRST ROUND” Guests don’t begin to relax until they have their drink in front of them. This is when they can start to enjoy their experience. Therefore, you must greet your guests within a minute of them being seated and get their drink order. This is your chance to welcome them and introduce yourself and set the mood. There’ll be time to review the menu later when they have drinks in front of them (unless the guest asks you immediately). ● Avoid asking the guest if this is their first visit to Spain. We want to be the neighborhood bar and restaurant and when we ask a guest if this is their first visit, we are insinuating that we have never seen them before. A great question to ask instead is “When was the last time you dined with us/visited us?” This can open up the conversation so that you can point out new items or your staple favorites depending on their response. ● Ring the drinks into TOAST immediately to help reduce the time the guests have to wait for them. Use the “First Round” modifier which will help give priority for making and running the drinks.

Deliver drinks Inquire about food allergies and dietary restrictions Review menu, additions to the menu, explain dishes and timing of food Now that the guest has their drinks, they can relax and you can help guide their decisions to create a great experience. Ask the guest if they have any allergies and dietary restrictions, that way you can cater your menu explanation to their preferences Now you're ready to offer to review the menu with the guests. If they agree, then you should highlight the menu, chef’s box and timing of the tapas. This should not be a rehearsed map of the menu. Charcuterie here. Tapas here. Shared plates here. Instead, ask the guest questions to understand the experience they want and then guide them through the menu to help them create it.

Repeat order back to guest Offer bread & olive oil Ring food order Course tapas appropriately (light to heavy) Add allergy modifiers as necessary ● Write down the guest’s food order and repeat the order back to ensure that you have heard everything correctly. If you haven’t already explained the timing of the food, this is your chance to let the guests know how you will course out the meal. ● When ringing in the food order, remember to course the meal based on the experience the guest wants. There is an art to coursing food but typically you will want to start with the lighter dishes and get progressively heavier with each course. Also remember to ring any food allergy modifiers and notify the chef.

If applicable Bread delivery should be hot and crusty on the outside and hot on the inside For first time service, the number of bread slices should be equal to the number of guests plus 1 slice of bread, for example a party of 4 will receive 5 slices of bread any additional bread requests should match whatever guest needs are, Before you leave the table, ask the guest if they would like bread. If they do not, remove the olive oil plate. Bread should be served crusty and hot. When handling the bread, remember to never touch it with your bare hands. Each slice should be approximately 1 finger width wide and you will take 1 slice per person plus 1 for the table. Remember to bring the bread and olive oil to the table. Don’t forget the olive oil plate for brunch service!

Ensure all items are delivered Use visual and verbal cues to ensure guests are thrilled ● It is important to ensure that your guests are enjoying each item that they ordered, but it will ruin the experience if you ask the guest if they are enjoying their tapas every time one is delivered. So, use both verbal and non-verbal cues to gauge if they are enjoying everything. If a dish is hardly touched, that’s a good sign that they don’t like it and you should inquire and act. If the dish is gone before you can even get to the table, that’s a good sign that they loved it. Use common sense. ● At every interaction with the table, you should be eyeing the table for crumbs and debris, empty plates and glassware that can be cleaned, replenished or removed.

a. Change plates, reset silverware and crumb table as needed between courses ● Nothing is worse than having hot, amazing food in front of you that you can’t eat because you don’t have silverware or plates. You must ensure that the guest always has what they need before the next course arrives. If you are prebussing the table, don’t place the guest’s dirty fork back on the table for them to use again, just bring them anew one. If you notice that there’s bread crumbs on the table, crumb the table before bringing out new plates.

Remove dirty plates, silverware and glassware Crumb the table Present dessert/sherry menus ● When the guests are done enjoying dinner, you should give them a clean space again. Only drinks and napkin should be on the table after the meal. This will either give you a clean space for dessert or it will make bussing the table easier when the guests leave. Either way, it reduces anxiety for the guests and this is when you should deliver the dessert menus.

Take dessert/sherry/coffee order Mark the table for dessert service Dessert, sherry and coffee are a perfect way to finish a meal at SPAIN and they should always be offered. Take the guest’s order, ring it in and make sure the table is properly marked.

Present check with comment card in a check presenter Ensure check is complete and accurate ● Before delivering the check, ensure that it is accurate. Then print and place it in a clean check presenter along with a comment card. Although we get plenty of comments on social media, these cards allow us to have instant feedback on the guest’s experience before they leave the building. And although we strive for only positive comments, sometimes we miss things and these comment cards help us ensure that a guest who wasn’t thrilled by their experience will leave thrilled before we are done. And we give the guest a tapas chip for taking the time to let us know the good and the bad. ● Deliver the check with a “no rush” comment. And then be attentive to when the guest presents their payment method. Nothing can ruin a great experience faster than being ready to go and being held hostage by the payment process.

Present completed payment method (cash or credit card receipt) Genuinely thank the guest Present completed comment card to manager for tapas chip ● Quickly and accurately process the transaction for the guest. If the guest is paying cash, you always present the change to the guest unless they have specified otherwise. Present the completed transaction back to the guest in a check presenter with the credit card slips and pen or change from cash. Thank the guest for dining with us and invite them back in. If you did your job, you should be looking at thrilled guests that are already planning their next visit to Spain Wine Bar!

Give 110% to our guests Run a successful high-volume restaurant Embody our standards of excellence and inspire your team to do the same Follow all policies and procedures created to help you maximize your venue’s potential Find qualified talent for open positions and foster the growth of your restaurant employees Develop business solutions that make operations better (not just easier) Initiate community outreach to boost awareness, sales, and your restaurant’s reputation

Cooperating with the general manager, and assisting with anything from project planning to staff management. Nurturing positive working relationships with staff. Delegating daily tasks. Addressing any issues in a timely fashion. Supervising staff and controlling merchandise. Ensuring company policies and procedures are followed. Setting a good example for staff.

Commit to passionately, intensely, uncompromisingly humble hospitality and high-quality guest experience The quality of food that comes out of our kitchen should be several notches above your neighbors Handle volume and stress with aplomb and finesse Hold the standard of high-quality food above all else Understand that simple, rustic, authentic food takes as much – if not more – talent than large complicated plates

Plan and direct food preparation and culinary activities Modify menus or create new ones that meet quality standards Estimate food requirements and food/labor costs Supervise kitchen staff’s activities Oversee portion control and quantities of preparation to minimize waste Arrange for equipment purchases and repairs Recruit and manage kitchen staff Rectify arising problems or complaints Give prepared plates the “final touch” Perform administrative duties Comply with nutrition and sanitation regulations and safety standards Maintain a positive and professional approach with coworkers and guests Commit to passionately, intensely, uncompromisingly humble hospitality and high-quality guest experience Handle volume and stress with aplomb and finesse Hold the standard of high-quality food above all else Understand that simple, rustic, authentic food takes as much – if not more – talent as big complicated plates Excellent record of kitchen management Ability to spot and resolve problems efficiently Capable of delegating multiple tasks Communication and leadership skills Keep up with cooking trends and best practices Hours may vary if Executive Chef must fill in for his/her colleagues or if emergencies arise

Give 110% to our guests Run a successful high-volume restaurant Embody our standards of excellence and inspire your team to do the same Follow all policies and procedures created to help you maximize your venue’s potential Find qualified talent for open positions and foster the growth of your restaurant employees Develop business solutions that make operations better (not just easier) Initiate community outreach to boost awareness, sales, and your restaurant’s reputation

Pass TIPs/ABC Alcohol test with a grade of 70% or higher Monitor and control alcohol consumption from our guests to ensure guest safety Communicate and attend to our guests in a timely manner Work with others in order to keep all areas clean and stocked to company standards at all times

*Restocking*: Keeping the bar stocked with supplies such as glassware, ice, garnishes, and napkins.* *Cleaning*: Ensuring cleanliness by regularly wiping down surfaces, clearing empty glasses, and maintaining a tidy workspace.* *Assistance*: Supporting bartenders during busy periods by fetching ingredients, assisting with drink preparation, and helping to serve customers.* *Organization*: Maintaining organization behind the bar by arranging bottles, labeling containers, and managing inventory. *Customer Service*: Providing excellent customer service by promptly fulfilling drink orders and assisting customers with inquiries. *Pre-batching*: Additionally, you may be responsible for preparing pre-batched cocktails or mixers in advance to streamline service during peak hours. This involves accurately measuring ingredients, mixing them according to recipes, and storing them appropriately for later use.

Prepare restaurant tables Attend to customers upon entrance Present restaurant menus and help guests select food/beverages Take and serve orders Answer questions or make recommendations for complementary products Collaborate with other restaurant servers and kitchen/bar staff Deal with complaints or problems with a positive attitude Issue bills and accept payment Excellent people skills with a friendly attitude Responsible and trustworthy

Follow clear direction in food preparation and storing Ensure that all food is ready for meal preparations Execute techniques under the direction of the Sous Chef and Executive Chef

Follow clear direction in food preparation and storing Ensure that all food is ready for meal preparations Execute techniques under the direction of the Sous Chef and Executive Chef

*Delivering Food*: Bringing dishes from the kitchen to the correct tables in a timely manner, ensuring accuracy and presentation. *Communication*: Coordinating with kitchen staff and servers to ensure smooth delivery of orders and addressing any special requests or modifications. *Assistance*: Assisting servers with various tasks such as clearing tables, refilling drinks, and accommodating customer needs. *Organization*: Keeping track of multiple orders and ensuring they are delivered to the correct tables, paying attention to specific instructions or dietary restrictions. *Customer Interaction*: Providing friendly and efficient service to guests, answering questions about the menu, and ensuring customer satisfaction. *Cleanliness*: Maintaining cleanliness in the dining area by promptly clearing empty dishes and resetting tables for the next guests.

Remove used/unnecessary plates while guests are still seated at the table Prepare tables for the next round of service by removing all plates and glasses Sanitize the table and surrounding area for the next service Reset place settings: complete with silverware, water glasses, and bread plate, etc. Restock and assist with maintenance of expo/server stations, glass washing area, etc. Empty trash containers and dirty dish receptacles Pick up drinks at the bar promptly and bring them to tables Promptly deliver food items to guests Assist with refilling ice for bar service station