SWISS-BELHOTEL INTERNATIONAL INDONESIAPOLICIES & PROCEDURES

Index : FB-THE EDGE 4

Page : 1 of 2 page(s)Issued by : EAM

Effective Date September 11, 2012

Revision -

Subject : OBLIGATORY CONSUME FOOD ORDER AT THE EDGE OUTDOOR SEATING

a. PolicyIt is the policy of GSBM that the company obliges to consume food product for all guests who has outdoor seating at The Edge. Therefore, guest who consume beverage ONLY should NOT be allowed to have seat around outdoor section, and suggested whether having indoor seating or having The View experience. This policy to be executed according to following procedures.

b. Objective1. To enhance guest’s dining experience, by providing the best possibility atmosphere on their course

of the meal in order to make them feel like to return to The Edge2. To boost up food revenue at The Edge

c. Procedures1. This policy is applied for dinner period every weekend and public holiday’s eve, at The Edge

restaurant ONLY1.1. Weekend describes as Friday, Saturday and Sunday1.2. Public holiday’s eve is the entire evening preceding occurred public holiday (non Sunday)

2. Following are some critical points where this policy should be applied:

2.1. Taking phone reservation

After taking full note of the reservation, guest should be informed at the most polite way, about the policy.

Standard wording:

English: “We wish to remind you, that our outdoor seating is provided for guest who has meal dinning, therefore guest who only consumed beverage are advisable to have indoor table or The View lounge. This policy is put in play to enable us accommodate dinning guest having the best atmosphere available as part of dining experience”

Bahasa: “Kami informasikan, bahwa meja diluar hanya disediakan untuk tamu yang pesan makanan, sehingga tamu yang hanya pesan minuman saja, kami alokasikan duduk di dalam, bukan luar. Kebijakan ini kami terapkan agar kami bisa mengakomodate tamu yang pesan makan untuk mendapatkan pengalaman makan malam yang paling berkesan mungkin.”

2.2. Assisting non pre-booking guest to table

P&P Obligatory Consume Food Order At The EdgePage 1 of 2 pages

Greeter to greet the guest as per restaurant’s sequence of service.Along the way during assisting to table, Greeter to inform guest about the procedure, at the most polite way and manner.

Standard wording: (as above procedure, no. 2.1)

2.3. Late arrival NON pre-booking guest

In some cases, guest might show up just about restaurant’s last order time. There could be 2 possibilities procedures to be applied:

A. If guest agreed to place food order, (restaurant’s last order time)* will be extended to the maximum of 30 minutes, and server to retrieve guest’s order as immediate as possible.

B. If guest does not place food order within 30 minutes of seating, please see next procedure (procedure number 4.4)

C. If guest intent to have beverage order only, he/she is to be allocated indoor seating or The View, by Greeter or Restaurant Manager

This task to be done at the most polite way and manner.

(restaurant last order time)*: 22:00 pm, everyday, including weekend and public holiday.

2.4. Guest pretends ordering food product at later time

Upon doing seating, greeter / server to inform guest if no food order to be placed within 30 minutes of seating, guest will be suggested to move indoor seating or having table at the view. During (restaurant peak hours)*, our time tolerance will be 30 minutes. Thus, if guest do NOT place food order within 30 minutes of seating, server to present the bill and politely suggest them to have indoor seating or leaving for the view.(Restaurant peak hours)* occur between 19:00 pm – 21:30 pm

Standard wording:

English:“We wish to remind you, if no food order is being placed within 30 minutes, you will be kindly asked to have indoor seating or move to The View Lounge.”

Bahasa:“Perlu kami informasikan, bila tidak ada pemesanan makanan dalam 30 menit, Bapak / Ibu bisa pindah ke dalam atau ke The View Music Lounge.”

2.5. Exceptional caseUnder special scenario, there will be circumstances where guest allowed having outdoor seating for drinks only. This is to be happened strictly for service recovery purpose only, and Restaurant Manager or his designate must be well informed in advance prior to happening / guest entering restaurant.

End of procedures.

P&P Obligatory Consume Food Order At The EdgePage 2 of 2 pages