Luna Red Mission Statement

Robin’s /Luna Red/Novo Hospitality Manual

Congratulations on being selected to perform one of the most important, challenging and rewarding jobs at one of our restaurants. As a HOSPITALITY PROFESSIONAL, you will set the stage and have a direct impact on each guest's experience. You will determine whether each guest feels welcome, appreciated and well-cared for. We will provide you with the training you need to be successful. We take great pride in our quality of food and our friendly, generous and responsive service. Our high standards can only be maintained by a people like you who share our core values and desire to do the very best job possible for our guests every day. As a hospitality professional, it is essential that you maintain an energetic, friendly, & respectful attitude at all times. It is your responsibility to see that each guest is made to feel special and enjoys their dining experience with us.

The guidelines listed on the following pages have been established to help you in your effort to provide these qualities to our guests. Along with the hands-on training you will receive, this manual will provide answers to questions you may have regarding your tasks, responsibilities and operating procedures.

We value each team member as a work family member & strive to establish a culture at work that demonstrates generosity, kindness, & respectfulness for each other. Each member plays an important role in nurturing this culture. The kind of workplace you desire will be impacted by the attitudes you will bring to work with you. We encourage you to pick a positive one & seek to find ways to build each other up.

OUR MISSION To delight every guest with the most remarkable dining &

hospitality experiences which keep them returning

Our story began in 1985 with a simple inspiration:

“We were passionate about sharing the vibrant flavors of cuisine from around the world.”

The power of working within your passion means that thirty years later, we're still excited about enlivening and enriching the dining experience of our guests, and as a result have built a loyal & appreciative following at the

3 locations, Robin’s, Novo & Luna Red.

We strongly believe in sourcing as many local ingredients and products as possible from our proteins and vegetables to our wines and beers - A local “farm to table” dining experience throughout each meal. 1 1/2016 Robin’s /Luna Red/Novo Hospitality Manual

OUR CORE VALUES

AUTHENTICITY

We demonstrate and act justly and truthfully, even when it is not convenient. We embrace honesty and trust as the foundation for our integrity. We strive to be true to our mission statement and core values with every interaction.

Authenticity of intention is essential to provide true customer service at the highest level.

RESPECT

We honor and respect the resources we rely on to provide a quality experience for our guests. We are mindful of our impact on our environment at all times, and committed to constant innovation to further improve our practices in support of sustainability.

An attitude of respect and gratitude best honors the environmental and human resources that are the raw material of our work.

We encourage active listening and open communication while treating guests, staff and vendors with courtesy, politeness and kindness.

We view our success as a direct result of the dedication and teamwork of our restaurant family. We are mindful of our team’s contribution and recognize our accomplishments honorably. We are always aware that the respect our guests have for us has created our success, and that respect must continue to be earned daily.

ENTHUSIASM

We engage our passion, skills, talents and knowledge in creative and collaborative ways that inspire us to be the most remarkable versions of ourselves.

We bring our best energy to our responsibilities each day, and encourage a culture of joyful commitment to achieve the satisfaction of our guests, and our passion of the industry.

2 1/2016 Robin’s /Luna Red/Novo Hospitality Manual

ELEVATOR SPEECH

We serve fresh globally inspired food & libations with warm & generous hospitality

FOOD PHILOSOPHY STATEMENT

We are passionate about using only the freshest ingredients. We choose seasonal, local produce & sustainably farmed meats whenever possible. Our wine comes from the Central Coast vineyards and international producers.

MENU SUMMARY Globally inspired menu Primarily Central Coast wines with some international choices Organic handcrafted & hand-blended teas Organic fair trade coffee and espresso from Coastal Peak Roasters Mostly sustainably farmed proteins Mostly locally sourced produce

THE GUEST

● A guest is not dependent upon us -- we are dependent upon the guest. ● A guest is NEVER an interruption of our work but rather THE PURPOSE of it. ● A guest does us a favor by dining with us-- we are not doing our guests a favor by serving them. ● A guest is part of our business, not an outsider. ● A guest is not a cold statistic but rather a flesh and blood human being with feelings and emotions, just like our own. ● A guest is a person who brings us his or her wants -- it is our job to fill those wants. ● A guest is deserving of the most courteous and attentive treatment we can provide. ● A guest is the LIFEBLOOD of ours

Each and every day you will encounter a variety of guests. They may be fussy, obnoxious, rude, etc. Your job as a professional is to show courtesy, patience & graciousness toward all guests. Your goal is to turn every guest into a loyal customer. You must remain courteous and calm and use your personable skills to make each guest happy. Many times if a guest is having a bad day we are given the opportunity to shift their whole perspective in a positive direction and leave them with a strong favorable impression of our company. If you are having a problem with a guest please let a manager know about the situation immediately.

Service = Selling / Service + Hospitality = Remarkable

We are in the business of delighting our guests with remarkable food. Our product is perishable and has a limited shelf life due to potential spoilage. Therefore, there is a greater sense of urgency for selling, moving, and serving our products to our clientele. Our restaurant is not merely a place to eat or drink, but rather a building designed to accommodate, facilitate, and promote the retail sales of food and beverage to customers through service. We provide service as a way of making sales to our guests. We execute our sales through hospitality to render a Remarkable experience to all our guests.

The difference between a restaurant and other retail sales organizations:

● In a restaurant, we manufacture AND sell our product under the same roof. ● In a restaurant, we know our guests are here to buy, not browse (no one comes in to try on the chicken). ● In a restaurant, our guests may return as many as three times a day (lunch, happy hour, and dinner). Although this is unlikely, some guests may be regulars, day after day. No one buys the same shoes, pants, or socks three days in a row. ● Department stores provide service. Restaurants provide hospitality: a warm feeling from feeding both the body and the soul. ● More entertainers open restaurants and bars than department stores. Why? Because this is showbiz. Our function as a restaurant is to acquire and maintain business and to turn casual customers into loyal, repeat guests. Five basics of service excellence: 1. Look at me. 2. Smile at me. 3. Talk to me. 4. Listen to me. 5. Thank me.

THE TOP THREE ASPECTS TO OUR GUESTS’ DINING EXPERIENCE (IN THIS ORDER): 1. HOSPITALITY 2. FOOD 3. AMBIANCE Our guests form an opinion of us BEFORE they ever have a chance to try the food. As long as we keep our restaurant clean, the AMBIANCE has been beautifully set up for our guests’ pleasure. The REMARKABLE HOSPITALITY is OUR responsibility. Every restaurant owes its existence to its customers. When a customer forms an opinion of any food establishment, service and food presentation each stand alone. No matter how beautiful the surroundings or how delicious the food; poor service will certainly ruin the entire dining experience. 4 1/2016 Robin’s /Luna Red/Novo Hospitality Manual

When developing good service, promote these qualities: promptness, courtesy, good manners, enthusiasm, and teamwork. In short, project a professional attitude. Unless you attain this goal, you will not be able to provide the high quality of hospitality we expect of you. Each time you provide hospitality to a guest, our reputation rests in your hands. You have the power to influence the opinion of your guests. If they are happy with you and your hospitality, they will return. They will also recommend the restaurant to their friends. However, an unhappy guest tells at least 10 others about their negative dining experience. In order to be properly efficient, hospitality professionals must be constantly aware of their customers' needs and able to anticipate what they will want. You must learn to read expressions and body language. If a customer is frantically rubber-necking, waving his arms, or nodding, chances are that he needs something. The more he must ask for service, the less enjoyable his experience will be. The tip he leaves you will reflect his feelings of neglect. The more attentive, enthusiastic, and patient you are, the sooner you will develop the work habits necessary to make you an excellent team member - someone who can show our guests generous hospitality--and the sooner you will be rewarded financially as well. Customer service turn offs:

● Addressing guests with dirty plates in your hands. NEVER DO THIS! If you MUST talk with a guest while holding dirty dishes, put them behind your back for one of your coworkers to discreetly take from you. ● Not knowing being familiar with the drink or food that you deliver to a guest: i.e., "I think this is the Kenneth Volk Chardonnay..." If you run food or drinks, ALWAYS be sure exactly what it is that you are placing in front of a customer. ● "Discussion Groups" of three or four idle servers. All discussions between employees should be held out of range of our guests’ hearing. I wanted to highlight this because it’s such an issue, but you don’t have to if you don’t want to. ● Not acknowledging waiting guests. Anyone wandering through the restaurant needs to be asked if he/she has been helped yet. ● Answering the phone with "Hold please." Proper phone etiquette: “Thank you for calling (company). This is ______, how may I help you?” and then asking a guest if you may put them on hold if necessary. ● Greeting a party of one as, “Just one?” Use verbiage to make that single guest feel as comfortable and welcome as possible: “Hi there! Are you joining us for lunch? Would you like an inside table or outside?” Give them the opportunity to let you know if other guests are joining them or if they’re dining alone. ● Addressing a group of guests as “guys.” This term is unprofessional and should be replaced with “ladies” or “gentlemen” or simply “all of you” or “us.”

PERSONAL APPEARANCE Arrive on time for your shift properly dressed, with clean hands and nails, pressed shirt, and clean shoes. If your appearance is sloppy, your performance will come off as sloppy to the guest. Your dress, posture, and expressions broadcast to everyone how you feel about YOU. Take pride in yourself, and others will view you with professional courtesy. Keep in mind that your overall image is our image. You make a distinct impression on each of our guests. Your appearance and demeanor can either enhance or detract from our overall ambiance and affect the guest’s perception of our restaurant as a whole. As a member of our service team your appearance must reflect cleanliness and wholesomeness at all times. Remember the following:

● You are responsible for keeping your clothes neat and clean at all times. If you report to work with un- pressed or dirty clothes or un-kept hair you may be asked to go home to change and return to work. ● Do not wear scented lotion on your hands, as it clings to glassware and may also interfere with the scent of the guests’ food. ● Do not wear perfume, oils, or cologne as it interferes with the scent of the guests’ food and detracts from their overall experience. ● A smile is part of your uniform. ● At no time may employees chew gum while at work ● No eating or drinking in front of the house during your working shift. No toothpicks in the mouth, or smoking EVER. Smokers MUST clean & refresh their breath before coming onto the floor

DRESS CODE When you walk through the front door of the restaurant, you are “on.” You are informed of the dress requirements when you are hired, and you can always reference them in your employee handbook. Please note that your designated dress code also includes a CONTAGIOUS, ENTHUSIASTIC ATTITUDE. Negativity in the workplace affects us all, so please do your part to leave your outside stressors and issues AT HOME and carry a fresh spirit with you at the start of each of your shifts. The company has given you some room for individuality and personal choice in how you dress. It is, however, expected that employees will use their discretion to dress in a manner that is professionally appropriate for their scheduled position. The company reserves the right to prohibit any dress or appearance that management feels is not appropriate. If you ever have any questions about how to dress appropriately, ask any member of the management team.

QUALITY CONTROL

“Quality in a service or product is not what you put into it. It is what the customer gets out of it.”

“Quality is never an accident, but the result of conscientious effort.”

Quality control is a primary responsibility of every employee serving food and drinks to the customer. You are the last person to come in contact with the food or drink before the customer does. If something does not look right or is not presentable, DO NOT SERVE IT! People eat with their eyes. Make sure all of your products are aesthetically appealing before they are delivered to your guests.

The appearance of the exterior of the building, the initial greeting of the guests when they arrive, the cleanliness of the restrooms, the demeanor the staff, and the flavor and freshness of our food and beverages ALL contribute to the quality of our establishment. You are expected to contribute to maintaining the quality of all aspects of the restaurant to give the best experience to our guests.

GUEST SERVICE OPPORTUNITIES Despite your best efforts, there will be occasions when things go wrong and a guest is unhappy. Is the guest always right? No, but the guest is the only reason that we are in business— therefore they all need to be treated respectfully and professionally, even when their demands seem unreasonable. Guests who complain are not troublemakers-- they help you discover and correct problems. Complaints are opportunities in disguise. Complaints are a valuable key to knowing what our guests want. If a guest is unhappy, this does not mean we have lost his or her business. If you find out what the problem is and fix it before the customer leaves, you can win the person’s loyalty. Statistics show that a customer whose complaint is handled well will remain your customer. Anytime a customer has a complaint, always deal with the situation calmly. Listen, acknowledge the problem, and refer the complaint to your manager immediately so that we can be sure to handle the situation in the best manner possible. Our goal is to take a negative situation and turn it into a positive one, and this can only be accomplished with diplomacy & grace. Many times, simply hearing a dissatisfied guest’s feedback, thanking them for said feedback, and letting them know that the information will be communicated to the appropriate authorities is the acknowledgement that the guest needs in order to be comforted.

Examples of guest dissatisfaction and how to address the situation: Customer is unhappy with service: Acknowledge. Apologize. Report any incident immediately to the manager on duty. Customer is unhappy with where they’ve been seated. Move them to another table where they’d prefer if possible (be sure to communicate with the Lead Host so you don’t accidentally relocate them to a “reserved” table). If there is a wait for the table of their choice let them know their options. If they are making the decision they are less likely to blame you for having to wait or be seated at a table of their second choice. Try to make them comfortable where they are if it’s not their ideal choice. Perhaps they need a lap blanket, the heater turned on, etc…Be sure to communicate these issues with the Lead Host and Manager on Duty as necessary. Customer is kept waiting unusually long during any part of their dining experience. This could be due to an ordering mistake, a kitchen mistake, a host mistake etc… Regardless of the reason rectify the incident immediately by letting them know you realize they have been waiting. Acknowledge. Apologize. Notify the manager on duty if it seems that additional measures need to be taken in order to ensure the guest’s happiness. Make sure to communicate to the kitchen or bar when an order is needed “on the fly.”

HANDLING UNWELCOME INCIDENTS Our goal is for every guest to leave the restaurant very happy with their dining experience. Not everyone will tell you they are unhappy about something. Look for signs that indicate there’s a problem in your guests’ experience. Be open with your guests and encourage them to tell you what the problem is.  Listen carefully. Make eye contact. Smile to put them at ease. Be courteous and calm. Show them that you are taking the problem seriously. Sometimes all they want to know is that they are being heard.  Accept responsibility. Always offer a sincere apology no matter what. Make sure your guest knows that you understand how they feel. Remember that your guest is not the enemy—the problem is. Try to look at the situation from your guest’s point of view. If the guest is angry and/or the situation is in any way extreme, be sure to excuse yourself politely and alert the manager on duty immediately.  Offer a solution. Use your discretion and take the initiative to offer a solution that you feel would best solve the problem. Ask your guest to suggest possible solutions. This should be done promptly. An unsatisfied guest whose problem is solved promptly is likely to become a loyal repeat guest.  Follow up. Ask your guest if he/she is satisfied with the solution. Let your guest know that you are genuinely sorry for the inconvenience.  Any time a customer doesn’t like a dish that they ordered, try to get helpful feedback from them so that the kitchen can prevent similar “dislikes” in the future. Report feedback to the Manager on Duty immediately so that appropriate measures can be taken.  Make sure management knows about the problem and the solution so that correct measures can be taken to prevent a reoccurrence of the problem.

TIP OUT POLICY Tips are a reflection of the service given by the whole staff. Servers cannot provide a REMARKABLE hospitality experience without great food, beverages, and the accommodation of special requests that the kitchen and bar provide. FOH support staff is essential in delivering the best possible service to each and every guest. Our tip-out policy is in place to acknowledge the contribution of the bar, support staff, and BOH team in the deliverance of a remarkable hospitality and dining experience to our guests. Our main motivation behind the designated percentages and distribution of tips is to be fair.

Tip out is based on a % of gross sales and is distributed to the support staff and kitchen staff by management. Tips from guests are forbidden to be discussed in the workplace.

TELEPHONE PROCEDURES Proper phone etiquette ensures that the guests' first contact with us is an excellent representation of the company’s experience that will follow. If you must put a guest on hold, be sure to first ask permission from guess to do so.

Each time we answer the phone, we are creating a first impression of the restaurant to a potential customer. Answering the telephone is technically the responsibility of the host, BUT anyone can and must make it a priority to answer the phone within 3 rings.

Use a bright, cheerful, and upbeat greeting to create interest and excitement in the conversation. SMILE and identify yourself and be genuine, courteous, and helpful to the guest.

"Hello, Thank you for calling (company) this is ______, how may I help you?"

Know the answers to general questions: ● directions from the north or south ● hours of operation ● type of restaurant/cuisine offered ● reservation policies (large parties, different meal periods, holidays and events, etc.) ● payment methods that we accept ● corkage fee, dessert service fee ● dietary restrictions and accommodations available on our menu ● contact for special events inquiries ● hours & information about sister restaurants

When taking messages, write information legibly: date, time, who message is intended for, return phone number/contact info, person taking message. Once you take a message you are responsible for getting the information to the appropriate person!

ALWAYS WASH YOUR HANDS AFTER YOU. . .  Smoke.  Eat.  Use the restroom.  Touch: money, dirty dishes, raw foods, or your face, hair or skin (or anything dirty, for that matter).  Cough, sneeze, or blow your nose.  Take a break. . BIDDING FAREWELL A sincere and appreciative farewell rounds out the guest’s experience. EVERYONE has the responsibility of thanking our guests for choosing to dine with us.

We have four distinct objectives with every departing guest: ● To make sure their experience in our restaurant was pleasurable. ● To thank them for their patronage. ● To invite them back for another visit soon. ● To make sure their last impression is a positive one.

Make a great last impression! If the opportunity is there: ● Open the door for departing guest. ● Thank guests by name and invite them back for a specific occasion: "Come back and enjoy our [weekly special, new promotion or holiday event]" 9 1/2016 Robin’s /Luna Red/Novo Hospitality Manual

LOST AND FOUND All items found should be reported to the manager on duty and placed in the lost & found basket. Items of value like (cameras, wallets, phones, etc.) must be turned directly in to the manager on duty to put in the safe. During operating hours, any inquiries made by a guest regarding lost items should be directed to the manager or lead host if manager is not available.

CERTIFICATIONS: www.servsafe.com

All restaurant staff must complete the food handler’s course and turn a copy of their certificate in to management within ONE MONTH of their hiring date.

OTHER BITS OF INFORMATION  Notify a manager if any customer appears to be intoxicated.  If you fail to show up for a scheduled shift, you will be written up and possibly terminated or suspended.  Tardiness is not tolerated and repeated tardiness will result in termination.  Do not clock in more than five minutes before your scheduled shift (unless otherwise directed by the manager on duty).  You are expected to be fully ready to work (proper attire, hair pulled back, and neat etc.) at the scheduled start time of your shift.  A smile and friendly attitude are part of everyone's uniform and will improve your tips.  All staff is required to have a reliable phone number where they can be reached whenever necessary.  Do not leave your station to go on break without first checking with a manager.  Do not eat while working. If you are taking a break, remove yourself from your work station to eat.  All schedule changes must be approved by management.  DO NOT call in asking what time you work—your schedule is emailed to you weekly and posted, so be sure to save the email for your own reference.  Cell phones are NOT PERMITTED at work except for managers. Employees using cell phones on the clock will face disciplinary action and may have their phone taken away by management for the duration of their shift.  Never run. This will prevent serious accidents and extra work for everyone. Notify any staff of your presence in the kitchen or in other busy work areas. (“Behind you!” “Coming through, hot!” “Corner!”)  You may not enter the service areas or ring yourself up for purchases if you are not working. Friends and family are not encouraged to visit staff during working hours.  We have an open service area. It is very important that you refrain from talking loudly amongst coworkers and keep the service areas neat and clean at all times.  Do not discuss personal issues or socialize excessively at work. Even if the conversation is work-related, our guests should not be distracted from our ambiance by employees talking to one another on the floor or our cooks distracted by talking by the food pass through station.

OPENING, RUNNING, CLOSING DUTIES

Every shift at the restaurant has opening, running, and closing duties. These checklists are posted in the FOH binder or in their designated position’s station. Being mindful of doing your share of side work is a way of respecting your teammates and assuring smooth daily operations and ongoing quality service.

CONCLUSION You have been given the basics of hospitality that we expect every guest to receive. You will be able to deliver this level of hospitality by:

● Being PRESENT & FOCUSED giving 100% of your ability every time you step into work. ● Looking to learn something new every day that will make you a better service professional. ● Going the extra mile to be a great team player and being aware of how you can help your coworkers in order to deliver our highest quality service possible.

There is a lot of information contained in this manual! Believe it or not, however, there is even more information that is not. We have given you the basics on how to conduct our company’s desired level of hospitality. There are many things NOT addressed in this manual that the owners and management feel should be considered “common sense” by members of the hospitality industry. We expect all new hires to possess this “common sense” from the moment they step onto the floor.

We want you to use the combination of the information in this manual coupled with your own common sense-- and above all-- YOUR ENTHUSIASM, RESPECT, AND AUTHENTICITY, to help create an atmosphere that will encourage great experiences for our guests. When this happens, you will be ensuring the success of not only your company but also of yourself. Together Everyone Accomplishes Much

11 1/2016