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Hospitality

THE LEDGES EXCEED EXPECTATIONS

TABLE OF CONTENTS

WELCOME TO THE LEDGES

Dear Hospitality Team, Welcome to The Ledges. We’re thrilled to have you on board as part of a team that sets the highest standard for Southern hospitality, member care, and operational excellence. This training guide is more than a manual — it's your roadmap to understanding the heartbeat of our club and the role you play in its daily rhythm. At The Ledges, hospitality is more than service — it’s an intentional connection. Every smile, every detail, every experience contributes to the lasting impression we leave on our members and guests. This guide reflects the high expectations we hold and the support we offer to help you rise to meet them. You’ll find detailed procedures, room layouts, language tips, member etiquette, event protocol, and tools to help you work smarter and with confidence. Take your time, ask questions, take notes, and refer back to this often. We don’t just hire talent — we develop professionals. Let’s exceed expectations every day. Warmly, Sarah Melendez Member Relations Coordinator The Ledges

ORIENTATION

DAY ONE Clock-In & Onboarding Checklist Scheduling System Access Required Holidays Required Annual Events Availability Policy ALC Dining Room Details BQT Dining Room Details Greenside Taven The Founder’s Room Supporting Areas Professionalism & Appearance

DAY ONE: ORIENTATION EXCEED EXPECTATIONS, EVERY DAY

CLOCK-IN & ONBOARDING CHECKLIST Clock-In Number: _____________________

Gate & Schedule Access Issued

New Hire Paperwork

Drug Test Consent

Two Forms of Identification

Direct Deposit Form

Completed Application & Resume

W-4 Tax Form

Pay Rate Acknowledgement Sheet

A-4 State Tax Form

Employee Handbook Review

I-9 Employment Eligibility Form

SCHEDULING SYSTEM ACCESS Our scheduling platform is where you’ll view shifts, request time off, and track your hours. Website Login: ______________________________ Password: Set by you upon login Time-Off Requests: A two-week notice is required. Unfortunately, the request submitted without a two-week notice will not be honored. Emergency call-outs must be reported directly to your manager. All time-off is subject to approval.

DAY ONE: ORIENTATION EXCEED EXPECTATIONS, EVERY DAY

REQUIRED HOLIDAYS THESE ARE CONSIDERED MANDATORY WORKING DAYS UNLESS OTHERWISE APPROVED BY MANAGEMENT. MISSING WORK ON THE FOLLOWING DATES WITHOUT NOTICE MAY RESULT IN IMMEDIATE TERMINATION:

Father’s Day Fourth of July Labor Day Thanksgiving Entire Month of December

Valentine’s Day Good Friday Easter (Saturday and Sunday) Mother’s Day Memorial Day

REQUIRED ANNUAL EVENTS THESE HIGH-IMPACT EVENTS REQUIRE FULL TEAM PARTICIPATION. MARK YOUR CALENDARS:

Member-Guest Tournament (First Weekend in June) Member-Member Tournament (Second Weekend in August) Fall Festival (Last Weekend in October) Santa Brunches (First & Second Sundays in December) Candlelight Dinner (Final Sunday before Christmas) Storytime with Santa (Tuesday–Thursday before Christmas) Seafood Fest (Annually scheduled) Quarterly Character Brunches

AVAILABILITY POLICY Availability is established at hire and subject to management approval. Changes must be approved by your manager. Students must provide an updated school schedule. RTO requires two weeks’ notice and approval. Emergencies must be communicated directly to your manager.

DAY ONE: ORIENTATION EXCEED EXPECTATIONS, EVERY DAY

ALC DINING ROOM DETAILS & TABLE NUMBERS

BQT DINING ROOM DETAILS & TABLE NUMBERS

MEN’S LOUNGE (ML0–ML8)

FORMAL DINING ROOM (71–74, 81–84, 91–94)

Use: Casual ALC dining for golfers and male members Restrictions: Males 18+ until 6:00 PM Note: No reservations before 6:30 PM CLUB LOUNGE (41–44, 51–54, 61–62)

Use: Family-friendly, casual ALC dining Features: Fireplaces, TVs, window seating Note: Primary room for families with children PRIVATE DINING ROOM (600–603)

Use: Private meetings or parties (up to 16 guests) Dress Code: Casual to Business Casual Note: Event Reservations Only. TERRACE (211–214, 215–218, 221–224, 225–228)

Use: Outdoor ALC dining, event overflow, weddings Features: Best Views Covered Terrace: Often used during BR or FDR events Dress Code: Very casual GRILLE (11–14, 21–24, 31–33)

Use: ALC service and some private bookings Features: Fireplace, window seating, upscale dining Dress Code: Business Casual Note: No children preferred for ALC

Use: Primarily for events, sometimes used for ALC overflow Features: Fireplaces, window seating, seats 30-60 Dress Code: Business Casual BALLROOM (101–107, 201–207, 301–307)

Use: Banquets and Clubhouse-hosted events Features: Private restrooms, covered entrance, window seating, foyer, coat closet, seats 50-150 Dress Code: Business Casual LADIES LOUNGE

Use: Bridge, Cards, Bridal Suite, Ladies Locker Room, Baby Changing Area, Shower, Bathroom Note: Events only; no ALC reservations FOUNDER’S ROOM

Use: Chef’s Table Experience, seats up to 12 Note: Events only; no ALC reservations

GREENSIDE TAVERN Use: First come, first serve dining experience Dress Code: Casual

DAY ONE: ORIENTATION EXCEED EXPECTATIONS, EVERY DAY

SUPPORTING AREAS GRAND HALL

Use: Member entry point, seating coordination Note: Menus, podium, and first impressions live here PORTE CO·CHÈRE

Use: Member entry point, valet Note: Nickname “Portico” RECEPTION DESK

Use: Member Relations, Communication, Publications, Admin Support, General Information LOWER LEVEL

Use: Pro-Shop + Cart Barn, Admin Offices, Greenside Tavern, The Foundr’s Room TRAINING FACILITY + RANGE + AGRONOMY

Use: Virtual Training Facility (Craig Bocking), Driving Range, and the maintenance buildings are located with a separate entrance on Ledge’s Main

DAY ONE: ORIENTATION EXCEED EXPECTATIONS, EVERY DAY

FIRST IMPRESSIONS MATTER YOU ARE THE FIRST AND LAST PERSON EACH GUEST ENCOUNTERS. YOUR ROLE IS CRITICAL IN SHAPING THE OVERALL GUEST EXPERIENCE. EVERY GREETING, INTERACTION, AND FAREWELL SHOULD REFLECT WARMTH, PROFESSIONALISM, AND ATTENTION TO DETAIL.

PROFESSIONALISM & APPEARANCE UNIFORM & APPEARANCE STANDARDS

Team members should never be seen eating, drinking, vaping, or on phones in front of members Uniforms must reflect pride and confidence in our service standard and must be clean, pressed, and complete each shift Hair should be neat and off the face Nails, makeup, and jewelry should be minimal and professional Name tag worn at all times Language should always be polite, professional, and memberappropriate (never overly familiar) Refer to the Member Handbook for appearance guidelines. Direct any questions to Sarah

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

1. Who are the current owners of The Ledges? 2. Which departments operate daily within the Club? 3. Who oversees the day-to-day operations of each department? 4. What is your clock-in number? 5. What are the names of the dining and event rooms? 6. What are the assigned table numbers for each room? 7. Where are children typically seated? 8. What is the dress code for each room? 9. What is the required uniform for the Hospitality Team? 10. What are the RTO (Request Time Off) requirements and procedures? 11. How do you set or update your availability? 12. What are “Cliff Notes” and how are they used? 13. Do you know what events are scheduled for this week?

SEATER

DAY TWO AND THREE Hours of Operation Menus Rooms Table Numbers Floor Plan Cover Counts Setting Up for Success Host Station Cleanliness & Presentation Seating & Guest Flow

DAY TWO: SEATER EXCEED EXPECTATIONS, EVERY DAY

SERVICE HOURS TUESDAY

WEDNESDAY

THURSDAY

FRIDAY

SATURDAY

SUNDAY

11 AM-9 PM

8 AM-9 PM

10 AM-2 PM

BREAKFAST LUNCH DINNER

BRUNCH

Lunch 11-2

Limited 2-5 ish

Dinner 5:30-9

Bfast 7-11 Lunch 11-2 Limited 2-5 ish Dinner 5:30-9

Brunch 10-2

Men’s Lounge Limited 2-5 ish

MENUS WE SERVE

LUNCH LIMITED DINNER DESSERT KIDS

BREAKFAST

COCKTAIL

THE 22

BRUNCH

WINE LIST

TURN

KIDS BRUNCH

THE TAVERN

DAY THREE: SEATER EXCEED EXPECTATIONS, EVERY DAY

THE SEATER’S ROLE AS A SEATER, YOU ARE A FRONT-LINE AMBASSADOR OF THE LEDGES EXPERIENCE. YOU ARE RESPONSIBLE FOR WARMLY WELCOMING MEMBERS AND GUESTS, MANAGING THE FLOW OF THE DINING ROOMS, AND ENSURING AN ORGANIZED, THOUGHTFUL SEATING EXPERIENCE. REMAINING AT THE PODIUM DURING PEAK HOURS IS ESSENTIAL TO ENSURE A CONSISTENT AND PROFESSIONAL WELCOME FOR ALL MEMBERS AND THEIR GUESTS.

SETTING YOUR TEAM UP FOR SUCCESS DURING YOUR SHIFT:

Clock in on time Maintain a polite and professional presence, 10 Foot Rule Be up to date on Reservations, Events, and Current menus Cliff Notes knowledge is required Pre-set up-to-date menus Use the diagram approved by mgmt Host Station Cleanliness & Presentation Maintain a tidy and organized host stand at all times. Refill menus and sanitize covers regularly Keep reservation books, pens, podium drawers, crayons, coloring sheets, and supplies neat and stocked Seating & Guest Flow Always walk guests to their table or Event Room – never point. Carry menus and pull out chairs as appropriate Communicate table numbers to servers and managers as seated Small talk on the way to the table Assist with: Water and bread service Bussing and resetting tables Checking with the FOH Manager if unsure what to do AFTER YOUR SHIFT:

Plug in your Chromebook securely and safely Clean and organize the host stand Put away or discard menus (dispose of weekly menus Saturday night) Check out with the Receptionist or Closing Manager, and Clock out

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

First Impressions & Hospitality 1. Why is the seater’s greeting the first key moment in the member’s experience? 2. How does posture, tone, and eye contact influence a member’s perception of service? 3. What are some small gestures that can make a big impact when seating a member? Function of the Seater Role 1. What are your main responsibilities as a seater beyond walking guests to a table? 2. Why is it important to keep pace with the floor and be aware of table turn timing? 3. What should you say to a member who arrives without a reservation but requests a preferred table? Communication & Conflict 1. How should you respond if a member is unhappy with their assigned table? 2. What’s the best way to alert the MOD about an unexpected party or a guest concern? 3. If a large walk-in arrives during a full seating rotation, how would you handle that?

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Team Awareness & Observation What are signs that a table is ready to be reseated? What cues do you use to know when a server is overwhelmed or needs help pacing their section? In what ways can seaters efficiently assist the front-of-house team without disrupting service? Technical Knowledge 1. Can you name all the rooms used for dining and private events (e.g., Main Dining Room, Founders Room, etc.)? 2. Are you confident in identifying table numbers by room and using the floor plan? 3. What is a cover count? Why is it important to track this accurately each shift? 4. What’s the proper way to record and communicate changes to the floor chart? Menu & Service Understanding 1. What types of menus does the Club offer (e.g., ALC Lunch, ALC Dinner, Dessert, Kids, Event menus)? 2. Where can you locate the most up-to-date versions of the menus? 3. When are menus typically printed and by whom? 4. Why is it important to know what menus are in service each shift (and where specials are posted)?

PODIUM

DAY FOUR AND FIVE Introduction & Expectations Pre-Shift Setup Greeting Members & Guests Member & Table Management Service Flow Awareness Conflict Resolution & Communication Setting Your Peers Up for Success

DAY FOUR: PODIUM EXCEED EXPECTATIONS, EVERY DAY

SETTING YOUR TEAM UP FOR SUCCESS THE PODIUM IS YOUR STAGE. YOU ARE THE FACE OF OUR DINING EXPERIENCE—SETTING THE TONE, MANAGING THE PACE, AND ENSURING A SMOOTH, ELEGANT SERVICE FROM THE MOMENT MEMBERS ARRIVE. YOUR RESPONSIBILITIES INCLUDE:

Reviewing reservations in advance Confirming the approved floor plan with management Pre-setting menus and preparing the guest flow Welcoming guests warmly and professionally Communicating clearly with the FOH team You should be present at the podium during peak service times (Lunch & Dinner), not behind the desk. RESERVATION REVIEW & FLOOR PLAN SETUP

Always operate with a manager-approved floor plan before service begins Confirm the guest list in Jonas and Google Docs Preset menus on tables based on the reservation count and the room Identify VIP members or special requests in advance GREETING MEMBERS & GUESTS

With Reservation: “Good evening! Nice to see you! May I have the reservation name?” Confirm reservation details and any special requests. Note incomplete parties and ask: “Would you like to be seated now, or wait for your additional guests?” When ready: “Thank you. Right this way, please.” Without Reservation: “How many are in your party?” “May I have your member number?” “Please make yourself comfortable in the Grand Hall while we prepare your table.”

DAY FIVE : PODIUM EXCEED EXPECTATIONS, EVERY DAY

Team members should never be seen eating, drinking, vaping, or on phones in front of members. Uniforms must reflect pride and confidence in our service standard. Language should always be polite, professional, and member-appropriate (never overly familiar). Refer to the Member Handbook for appearance guidelines. Direct any questions to Sarah. TABLE ROTATION VS. MEMBER REQUEST

We aim to rotate evenly across server sections, ideally seating 1 table per server every 15 minutes. However, member preferences take priority. Honor member requests for servers, tables, and rooms when possible. Children should be seated in the Club Lounge or on the Terrace only. If a request is made to be seated elsewhere, politely ask the member to wait while you consult a manager. Note: All server section assignments must be approved by a manager before service begins.

DAY FIVE: PODIUM

EXCEED EXPECTATIONS, EVERY DAY

SETTING YOUR TEAM UP FOR SUCCESS MANAGING WALK-INS & GUEST COUNT

Walk-ins are welcome, but they must be balanced with reservations Track guest count, not just table count, per server Do not exceed 30 guests per half hour without manager approval If that threshold is reached, politely inform walk-ins of a wait “Thank you for joining us. We are preparing your table and will be with you shortly.” Collect their information and make them comfortable in the Grand Hall. Parties larger than 13 must be referred to the Events Team or on-duty FOH MGR. Submit requests via Microsoft Teams. ANTICIPATE VS. REACT

Know who’s coming and where they are seated before the doors open. Be proactive—prepare for flow and seating needs in advance. Communicate with the Floor Manager on any concerns or opportunities. CONFLICT RESOLUTION

With Members: Listen with compassion Apologize and take ownership Immediately involve a manager Never offer excuses With Team Members: Address the concern respectfully If boundaries are crossed, notify Sarah and the FOH Manager on duty Keep the focus on collaboration, not criticism

DAY FIVE: PODIUM

EXCEED EXPECTATIONS, EVERY DAY

SETTING YOUR TEAM UP FOR SUCCESS SETTING YOUR TEAM UP FOR SUCCESS

During Your Shift: Clock in on time Maintain a polite and professional presence Anticipate vs. React Covers Counts and Rotations Balance Assist with: Water and bread service Bussing and resetting tables Checking with the FOH Manager if unsure what to do Before You Leave: Plug in your Laptop securely and safely Clean and organize the host stand Put away or discard menus (dispose of weekly menus Saturday night) Check out with the Receptionist or Closing Manager Clock out

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Greeting Members & Guests What does a warm and professional greeting sound like at The Ledges? How can we make a guest feel like a valued member, even if it’s their first visit? Share a time when a great first impression shaped your overall experience somewhere. Pre-Shift Setup Why is it important to arrive early and set the podium before the first guest walks in? What items must always be present and ready at the podium? How do you reset or restock efficiently during a busy shift? Member & Table Management How do we decide which server gets the next table? What should you do if a member requests a specific table that’s already seated? How do you respond when a member walks in without a reservation on a full night? Service Flow Awareness What cues can you use to tell that a server or kitchen is getting overwhelmed? Why is it important to be aware of the entire dining room and not just the podium? How can the host/hostess help improve service flow without leaving the front? Conflict Resolution & Communication How do you handle a situation where a member is frustrated with a wait time? What’s the most professional way to communicate a mistake to a manager or server? What should you do if two members arrive at the same time claiming the same reservation? Setting Your Peers Up for Success What can you do during your shift to make life easier for the next host or shift? How do strong communication skills at the podium affect the entire team? What’s one habit you can practice to support your servers or managers during service?

DESK

DAY SIX AND SEVEN Phone Etiquette Google Sheets Reservation Entry Text Messaging Email Etiquette

DAY SIX: DESK | PHONES EXCEED EXPECTATIONS, EVERY DAY

PHONE ETIQUETTE YOUR PHONE PRESENCE REFLECTS THE TONE OF THE CLUB. EVERY CALL SHOULD BE ANSWERED PROMPTLY, WARMLY, AND PROFESSIONALLY.

Answering the Phone: “Thank you for calling The Ledges, this is [Your Name]. How may I assist you today?” Standards: Speak clearly and smile as you talk — it comes through. If placing a caller on hold, always ask permission first: “May I place you on a brief hold while I check on that?” Return to the call within 30 seconds, even if you need more time. Taking Messages: Include full name, phone number, member number (if applicable), and reason for the call. Be sure to spell names correctly and repeat important details back for accuracy. Miss a Call? Review the Call Log and call back within 15 minutes Be knowledgeable about: Dining hours Event reservations Policies for large parties Log all reservations into the proper system (e.g., Google Sheets or POS) HOW TO OPERATE TUTORIAL

How to Transfer How to Hold How to Retrieve Voicemail Review Call Log

DAY SIX: DESK | RESOS EXCEED EXPECTATIONS, EVERY DAY

GOOGLE SHEETS RESERVATION ENTRY RESERVATIONS SHOULD BE ADDED ACCURATELY AND PROMPTLY

Reservation Must-Haves: Full name Member number (if applicable) Date and time of reservation Party size Seating request or special accommodations (e.g. highchair, allergies) Google Sheets Tips: Please Login under your Ledges Gmail Account. Always double-check for duplicate reservations or conflicts. Update the document in real time — no scribbled notes left behind. Highlight special requests or important notes for FOH visibility. Confirmations: All A La Carte Reservations are confirmed via text the shift prior Clubhouse Events are confirmed via text or email, see Google Sheets for information.

DAY SEVEN: DESK | TEXT EXCEED EXPECTATIONS, EVERY DAY

TEXT MESSAGING USED DAILY THROUGH PLATFORMS LIKE TEAMS AND MEMBER TEXTING. KEEP ALL COMMUNICATION RESPECTFUL, BRIEF, AND ACCURATE.

Do’s: Use punctuation and capitalization Be direct but warm Always confirm events or updates Respond to all messages within 15 minutes Don’ts: Never use emojis, slang, or abbreviations when messaging members Avoid sarcasm or jokes in professional threads Example: “Good afternoon! I am confirming your reservation for Thursday at 6:30 PM in the Grille for four guests. We look forward to seeing you!”

DAY SEVEN: DESK | EMAIL EXCEED EXPECTATIONS, EVERY DAY

EMAIL ETIQUETTE CLUB-WIDE COMMUNICATION, EXTERNAL CORRESPONDENCE, AND INTERNAL UPDATES OFTEN OCCUR THROUGH EMAIL.

Best Practices: Use an email structure for your message The subject line should be clear and relevant Always proofread Keep responses concise but courteous Use professional closings: Warmly, All the best, With appreciation, CC the appropriate department managers when needed Avoid sending emails from your phone unless it's urgent Respond to all emails within 15 minutes

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Phone Etiquette What is the standard greeting we use when answering the phone at The Ledges? Why is consistency important? How do you strike a balance between being warm and professional during a phone call? How should you respond if you don’t know the answer to a member’s question? Why is it critical to confirm reservation details aloud during the call? What information should always be collected when taking a reservation by phone? How do you handle a call when you’re with a guest at the desk? Google Sheets Reservation Entry What are the risks of entering reservations incorrectly in the Google Doc? Why is it important to note cover counts and specific requests (like highchairs or dietary restrictions)? How do you handle duplicate or conflicting reservations? When updating the sheet, why must we be cautious about overwriting or deleting others’ entries? How do we track holidays or high-volume nights differently in the reservation system? Text Messaging What’s the appropriate tone and format when texting a member from the desk? What are some phrases to avoid in member-facing texts, even when you're in a rush? How do you decide when a text message is more appropriate than a phone call or email? How should you handle an unclear or inappropriate reply from a member? What steps should you take if you send a text to the wrong member by accident? Email Etiquette What does a polished, professional email to a member include? How do you make your emails clear, concise, and friendly without sounding overly casual? When should you CC or BCC others in an email to a member? Why is proofreading especially important in our line of work? Share a time you received a confusing or unprofessional email. What would you do differently?

DESK

DAY EIGHT AND NINE Desk Organization Essentials Daily Reservation Review Holiday Reservation Procedures Managing High-Volume Member Traffic Desk Breakdown & Closing Duties End-of-Day Desk Reset Menu Updates and Restocking Communication Consistency in Closing Routines

DAY EIGHT: DESK | SETUP EXCEED EXPECTATIONS, EVERY DAY

HOSPITALITY DESK SETUP & CLOSURE Daily Opening Checklist Review Events: Confirm all events and reservations are entered in Google Docs, Google Calendar, and the website using Cliff Notes and Jonas. Verify Reservations: Check for correct member numbers, emails, name spelling, and titles (Dr., General, etc.). Log In & Setup: Log in to the computer. Check Messages: Review emails, texts, and voicemails. F&B Prep: Ensure all banquet and F&B items are complete per the weekly agenda. Host Stand: Set up computer, floor plan, menus, and reservation presets. Service Readiness: Prepare for peak seating (11:00 AM–12:30 PM). Confirm dinner reservations by 2:00 PM. Team Support: All menus should be printed before service; the PM shift should not have to publish them. Admin Tasks: Complete weekly and administrative tasks, including reconciling chits and RFID paperwork. Closing: Communicate with PM, send the closing email, and clock out.

DAY EIGHT: DESK | CLOSE EXCEED EXPECTATIONS, EVERY DAY

HOSPITALITY DESK SETUP & CLOSURE CLUB-WIDE COMMUNICATION, EXTERNAL CORRESPONDENCE, AND INTERNAL UPDATES OFTEN OCCUR THROUGH EMAIL.

Daily Closing Checklist Desk Setup & Review: Confirm all daily reservations, events, Cliff Notes, emails, texts, and voicemails are reviewed. Menu & Support Prep: Ensure all menus, banquets, and F&B support items are complete. Dinner Service: Review reservations, create a floor plan, and obtain approval from the FOH Manager by 4:45 PM to ensure printing. Podium Readiness: Verify that the menus and specials are accurate and up-to-date. Staff appropriately for walk-ins and reservations from 5:30 PM to close. Communication: Respond to all calls, texts, and emails within 15 minutes. Podium Cleanup: Organize, clean, reset menus, and update specials if needed. Host Check-Out: Charge Chromebook, check out with desk staff, and clock out after final reservations are seated. Desk Closeout: Reconcile chits, complete closing email, finish your cashout, clean your area, and check out with the F&B Closing Manager. Final Step: Clock out. Weekly Admin Tasks Tuesday: Update Calendar, Agenda, Website, and Google Docs. Upload current menus to the website. Wednesday: Order supplies; submit a detailed, itemized list to Sarah. Thursday: Create and submit the upcoming Weekly Agenda for Sarah’s review. Friday: File paperwork and organize the supply room. Saturday: Discard lunch menus and dinner specials after service. Organize the menu drawer. Sunday: Deep clean the desk area, organize the coat closet, and restock desk.

DAY NINE: HOLIDAY RESO EXCEED EXPECTATIONS, EVERY DAY

HIGH-VOLUME RESERVATION PROTOCOL MAJOR HOLIDAYS (EASTER, MOTHER’S DAY, THANKSGIVING, SANTA BRUNCH, ETC.) REQUIRE DETAILED COORDINATION. YOUR ROLE IS ESSENTIAL IN ENSURING A SEAMLESS GUEST EXPERIENCE.

When Taking a Holiday Reservation: Confirm full party size Ask for child-specific needs (highchair, booster, allergies) Note any special occasions (birthday, anniversary) Provide accurate time windows available — don’t overbook Reiterate Club policies on cancellations or late arrivals If the party is 13+, refer to the SUPERVISOR for help; these do not need to go to the events team Confirmation Email DUE 7 Days Before Large EVENTS, Email approved by Sarah Melendez. See previous years for guidance. Master Lists: Daily and master reservation lists are printed and managed by the reception team Always verify the guest's name and time slot against the master list upon their arrival

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Setup Why is the setup of the host stand so critical to the success of a shift? What items must always be at the desk before service begins? How can a well-organized desk impact the guest experience? What is the benefit of reviewing reservations and the floor plan before service starts? How can you anticipate challenges before they happen during setup? Closing What are the non-negotiables for closing down the host stand each night? Why is it important to check out with the closing manager or receptionist before clocking out? What issues can arise if the desk is not properly cleaned and reset for the next day? How can a thoughtful breakdown at the end of your shift support your peers and the following day’s service? Why do we discard weekly menus on Saturday night? What could happen if they aren’t cleared? Holiday Reservations How do holiday reservations differ from normal service reservations? Why is it important to direct all holiday reservations through the assigned system or manager? What issues could arise if multiple people try to enter or adjust holiday reservations? Why do we limit member requests for specific rooms or tables during holiday service? What are the best ways to manage member expectations on high-volume holidays?

RFID

DAY TEN Gate Credentials Issuing RFID Tags RFID Troubleshooting Information to Gather Initial Steps Member Questions & Troubleshooting Rain-Sensing Technology Vertical vs. Horizontal Placement RFID Tag Removal/Reinstallation If the Issue Persists Final Step: Photo Verification

DAY TEN: RFID

EXCEED EXPECTATIONS, EVERY DAY

ACCESS CONTROL | ADMINISTRATIVE COMMUNICATION EACH RFID TAG MUST BE REGISTERED, CHARGED APPROPRIATELY, AND SUBMITTED WITH DOCUMENTATION:

GATE ACCESS Members vs. Residents Employee's passes (Leigh Ann) Guests policy Issuing RFID Tags Complete RFID Activation Paperwork Fill out the member information Choose payment method: Credit Card or Member Charge Sticker – $40 for Residents and $75 for Members Swipe Card – $40 for Residents and $75 for Members Ring in the Purchase into Jonas, use your clock-in number If it is a Member, denote the membership type Have the member sign (MUST BE 19) Not 19? Guardians or Parents must sign Scan the gate pass with the form and print Type up the form Scan: typed form, printed scan of gate pass, written form, and the signed form Save to the Share Drive Place the hard copy in the gold organizer on the desk ACS will not accept written copies of the form Email Submission Send completed activations to: ➤ info@acshuntsville.com ➤ CC: smelendez@theledges.com

DAY TEN: RFID

EXCEED EXPECTATIONS, EVERY DAY

RFID TROUBLESHOOTING – INTERNAL PROCESS NOTE: THESE TAGS ARE DELICATE AND SELF-DESTRUCT IF TAMPERED WITH. NEVER TRANSFER BETWEEN VEHICLES OR REPOSITION AFTER INSTALLATION.

Add member to Gate Pass Issues google sheet https://docs.google.com/spreadsheets/d/1Qkm6_Vv4gEQTtIpsmFAFssSkjjeFnqB8sxAwrvYKK4/edit?gid=0#gid=0 Gather the required info and send it to Sarah: Member’s name and contact information RFID card number Vehicle: year, make, model, and color Photo of RFID YEAR-MONTH of purchase Ask the following: 1.Did the sticker or card work on initial purchase? 2.When did the sticker or card stop working? 3.Document the date and time the gate pass ceased functioning. Be as specific as possible. If the member is having issues with their sticker: Does the vehicle have rain-sensing technology? ➤If yes, is the RFID mounted on the headlamp? ➤If not, it must be moved to the headlamp per ACS policy Is the RFID mounted vertically or horizontally? ➤ Horizontal: Must be replaced ➤ RFIDs must be vertical Has the RFID been removed or repositioned? ➤ If yes: The Tag is broken and must be repurchased If the member is having issues with their swipe card: Are you tapping the swipe card to the black box? ➤If yes, the Gate pass must be sent for reactivation Please always ask for a photo of the RFID on the vehicle before escalating.

DAY TEN: RFID

EXCEED EXPECTATIONS, EVERY DAY

RFID TROUBLESHOOTING – ACS PROCESS NOTE: THESE TAGS ARE DELICATE AND SELF-DESTRUCT IF TAMPERED WITH. NEVER TRANSFER BETWEEN VEHICLES OR REPOSITION AFTER INSTALLATION.

RFID Troubleshooting Guide When assisting a member with an RFID issue, gather the following information first: Member’s name and contact information The card/sticker number experiencing the issue Vehicle year, make, model, and color Whether the vehicle has rain-sensing technology (stickers only) Initial Steps 1.Check when the tag was originally activated. If the tag is 2+ years old, it may be defective. Continue troubleshooting steps below. 2.In the system, click on the member’s name and compare the problematic tag number with the cards listed under the member’s profile. If the problematic tag number is not listed: Activate the tag. Inform the receptionist that the tag has been activated. If the problematic tag number is listed and appears correct: Send to ACS for reactivation. Contact the member and proceed with the following questions:

DAY TEN: RFID

EXCEED EXPECTATIONS, EVERY DAY

RFID TROUBLESHOOTING – ACS PROCESS NOTE: THESE TAGS ARE DELICATE AND SELF-DESTRUCT IF TAMPERED WITH. NEVER TRANSFER BETWEEN VEHICLES OR REPOSITION AFTER INSTALLATION.

Member Questions & Troubleshooting 1. Does your vehicle have rain-sensing technology? If YES: Is the RFID mounted on the headlamp? If YES: Explain that the tag has been reactivated. If the issue persists, offer the “metal mount” tag option: Installed under the hood by an ACS technician. Cost: $125.00, minus the $40.00 or $75.00 already paid to The Ledges. Benefit: Can be moved between vehicles. The technician will meet the member at the Ledges guard shack. If NO: Explain that all vehicles with rain-sensing technology must have the RFID mounted on the headlamp. If NO: Proceed to the next question.

DAY TEN: RFID

EXCEED EXPECTATIONS, EVERY DAY

RFID TROUBLESHOOTING – ACS PROCESS NOTE: THESE TAGS ARE DELICATE AND SELF-DESTRUCT IF TAMPERED WITH. NEVER TRANSFER BETWEEN VEHICLES OR REPOSITION AFTER INSTALLATION.

2. Is the RFID tag mounted vertically or horizontally? If HORIZONTAL: Explain that RFID tags must be installed vertically on windshields or headlamps. Ask the member to contact The Ledges. Inform the receptionist. If VERTICAL: Proceed to the next question. 3. Have you attempted to move the RFID after installation? If YES: Explain that removing/reinstalling the RFID breaks its internal metal components, rendering it unusable. For security reasons, tags cannot be reused if stolen. Contact the Ledges reception and update. If NO: Explain that the tag has been deactivated and reactivated. Ask the member to call back if the issue persists. If the Issue Persists If the RFID is 2+ years old: Replace the tag at no charge by mail or through the Ledges receptionist. Notify the reception. If the RFID is under 2 years old, the tag may be defective. Replace it at no charge by mail or through the receptionist. Notify the reception. Always request that the member email or text a photo of the RFID on the vehicle to verify installation, placement, and condition.

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

What are the different access credentials for the Ledges? Can Employees buy cards or stickers from the desk? Member Information & Payment Why is it important to verify all member information before submitting the form? What is the difference in pricing for Residents vs. Members, and why must this be correct? How would you explain the payment options to a member? Purchase & Signatures Why must a member be 19 or older to sign the form? How should you handle the situation if the member is under 19? Form Processing Why does ACS require a typed copy of the form instead of handwritten? What could happen if the paperwork is not scanned or saved to the Share Drive? Why is it important to place the hard copy in the gold organizer after processing? Email Submission Why must every RFID activation email be sent to both ACS and Sarah (CC’d)? What issues could arise if the activation email is not sent promptly?

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Information Gathering Why is it important to collect the vehicle’s year, make, model, and rain-sensing technology before troubleshooting? What could happen if you try to troubleshoot without confirming the correct card number? Initial Steps Why do we check when the tag was activated before doing anything else? How would you explain to a member that their RFID tag isn’t listed under their profile? Rain-Sensing Technology Why must RFID tags on rain-sensing vehicles be mounted to the headlamp? How would you explain the benefits of the “metal mount” tag option to a member? Tag Placement Why must tags always be installed vertically? How should you handle a situation where the tag was installed incorrectly? Tag Removal Why can’t RFID tags be reused after being removed? How would you professionally explain this policy to a frustrated member? Follow-Up Why is it important to have the member email or text a photo of the RFID after troubleshooting? How would you confirm with the receptionist that the situation has been resolved?

EVENT AND ADMIN

DAY ELEVEN AND TWEVE Event Setup Menu Printing Administrative Tools Communication Tools System Logins Agenda Production

DAY ELEVEN: EVENT ADMIN EXCEED EXPECTATIONS, EVERY DAY

EVENT SETUP | MENU PRINTING | ADMINISTRATIVE TOOLS BUFFET CARDS & PLACE CARDS

Where to Find: Buffet and place card templates are stored in the SHARE Drive under RECEPTIONIST Documents TUTORIAL Printing Protocol: Double-check spelling and formatting Use brand-approved fonts and layout Print in color unless otherwise specified Coordinate with Sarah for supplies or last-minute changes MENU PUBLICATIONS

Sarah must approve all menu designs and edits. Hospitality prints only approved menus Design Software: MustHaveMenus.com ➤ Login: smelendez@theledges.com ➤ Password: Ledge$123 Printing Schedule: Event Menus: Do not print until 2:00 PM the day of the event ALC Menus (Lunch, Dinner, Dessert): Print on Tuesday mornings once approved Menu Types: Lunch, Dinner, Limited Menu Brunch, Kids Brunch Dessert, Cocktail & Wine The Twenty-Two Seasonal Menu

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS MAILCHIMP | WEBSITE | SUPPLIES | JONAS | GOOGLE SUITE

Mailchimp & Member Communication: Login: login.mailchimp.com Username: theledges Password: Ledges999! To Add a Member: Receive new member info from the Director of Membership via email ENSURE the correct level of membership has been selected when activating the Mailchimp account Confirm the member has been added in both Mailchimp and TextyPro TextyPro - applies if a phone number is provided Reply “All” in the original email thread to confirm completion SUPPLY ORDERS

Office Supplies: www.staplesadvantage.com ➤ Login: smelendez@theledges.com ➤ Password: Ledges123 Printer Ink (Big Printers): Order from lioce.com Keep a par of each color for each printer POS/Kitchen Paper: Order 2-ply and thermal paper from John Sanders: ➤ Email: JSanders@clubsys.com ➤ Maintain 2-case par at all times

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS MAILCHIMP | WEBSITE | SUPPLIES | JONAS | GOOGLE SUITE

The Ledges – Phone System Guide (2025) Main Call Routing Main Number: 256-883-0860 Daytime Call Flow 1.Inbound calls Ring Receptionist (Ext. 202) for 2 rings If unanswered, ring Ext. 202 and Ext. 243 (Ciara) for an additional 2 rings (4 rings total) 2.Auto Attendant Answer 3. If the call remains unanswered, the auto attendant will engage with the following greeting: 4.“Thank you for calling The Ledges, Huntsville’s premier dining and golf destination. 5. If you know the extension of the person you wish to reach, you may enter it at any time. 6. For our name directory, please dial 5. 7. Or select from the following menu options:” Press 1 – Dining Reservations (Mailbox 202) Press 2 – Golf Shop (Ext. 232) Press 3 – Other Departments (submenu below) Department Submenu Press 1 – Event Inquiries (Ext. 226) Press 2 – Member Services (Ext. 222) Press 3 – Accounting (Ext. 230) Press 4 – Marketing & Communications (Ext. 223) Press 9 – Repeat Menu 8. Note: If no selection is made, the call will automatically route to Receptionist Voicemail.

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS MAILCHIMP | WEBSITE | SUPPLIES | JONAS | GOOGLE SUITE

The Ledges – Phone System Guide (2025) Menu options and voicemail behavior are identical to the Night Call Flow. Extension Directory | Extension Name | Department Direct Line

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS MAILCHIMP | WEBSITE | SUPPLIES | JONAS | GOOGLE SUITE

Night Call Flow “Thank you for calling The Ledges, Huntsville’s premier dining and golf destination. The club is currently closed. Our normal operating hours are Tuesday through Saturday, 9:00 a.m. to 9:00 p.m., and Sunday from 9:00 a.m. to 5:00 p.m. We are closed on Mondays. Please select from the following options to leave a message, and we will return your call as promptly as possible.” Menu options mirror the daytime structure: Press 1 – Dining Reservations (Mailbox 202) Press 2 – Golf Shop (Ext. 232) Press 3 – Other Departments (submenu) (same submenu as daytime) If no selection is made, the call will route to Receptionist Voicemail. Holiday Call Flow “Thank you for calling The Ledges, Huntsville’s premier dining and golf destination. The club is currently closed in observance of the holiday. Normal operating hours are Tuesday through Saturday, 9:00 a.m. to 9:00 p.m., and Sunday from 9:00 a.m. to 5:00 p.m. We are closed on Mondays.”

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS MAILCHIMP | WEBSITE | SUPPLIES | JONAS | GOOGLE SUITE

The Ledges – Phone System Guide (2025) Desk Phone Basics Watch Buttons Watch buttons display extension availability Green: Available Red: In use or unavailable Hold vs. Park Hold: Call can only be retrieved from the same phone Park: Call can be retrieved from any phone Parked calls display a red indicator Indicator returns to green once retrieved Conference Calls 1.While on an active call, press Conference 2.Dial a 3-digit extension or 10-digit external number 3.Press Send 4.Once the second party answers, press Conference again 5.End the call to disconnect all parties Call Transfers (Desk Phones Only) Warm Transfer 1.Press Transfer 2.Press the desired watch button or dial the extension 3.Announce the call when the party answers 4.Press Transfer again to complete If declined, press End Call to return to the caller Blind Transfer 1.Press Transfer 2.Select the extension 3.Press Transfer again immediately

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS MAILCHIMP | WEBSITE | SUPPLIES | JONAS | GOOGLE SUITE

The Ledges – Phone System Guide (2025) Desk Phone Basics

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS MAILCHIMP | WEBSITE | SUPPLIES | JONAS | GOOGLE SUITE

The Ledges – Phone System Guide (2025) Transfer to Voicemail 1.Press Transfer 2.Press Xfr VM (or dial 55) 3.Select the extension 4.Press Transfer again Cordless Phones – Call Parking Parking a Call 1.Press TRAN (bottom left of handset) 2.Dial: Park 1: 301 Park 2: 302 Park 3: 303 3.Press OK Retrieving a Parked Call Dial the park number followed by # (Example: 301#)

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS MAILCHIMP | WEBSITE | SUPPLIES | JONAS | GOOGLE SUITE

The Ledges – Phone System Guide (2025) Manual Override – Off-Site Access 1.Call 256-883-0860 2.During the greeting, press * 3.Enter access code: *86 4.Enter Schedule ID: 2 – Override 3 – Holiday 4 – Weather 5.Listen for the current state: Permanently On Permanently Off Running on Schedule (Open schedule only) Change State Options Press 1 – Permanently On Press 2 – Permanently Off Press 3 – Running on Schedule (do not use) Important: Any manual override must be returned to its original state. Remote Voicemail Access 1.Call 256-883-0860 2.During greeting, press * 3.Enter *0# 4.Enter the mailbox number 5.Enter the voicemail passcode Default passcode: 0000 Users must change this during voicemail setup

DAY TWELVE: SYSTEMS EXCEED EXPECTATIONS, EVERY DAY

COMMUNICATIONS & SYSTEM LOGINS JONAS EVENT ORDERS (BEOS)

Login: 1653 View daily events View member details Print BEOs (event details) as needed Match with Google Sheets events Member Look Up Log in to Jonas Club Management > Member File > Setup/Edit Members Hit “Enter” twice Type member number or member’s last name Click the search icon Click “Ok” to return to the search or “Exit” to return to the home page Event Look Up Log in to Jonas Banquet & Catering > Processing > Bookings Hit “Enter” twice Select date Double-click on the event you would like to view Select “Print” > “PDF” to print Print Event Order Prints all events in the selected date range for AGENDA Review the BEO to determine what is needed to support Place Cards Food Cards Bar Menu’s Menu’s Select “Print” > “PDF” to print

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Day Eleven: Event Administration Discussion Questions 1.Why is it important that buffet and place card templates are always printed using approved fonts and layouts? 2.What are the risks of printing menus too early, and why is 2:00 PM the standard time? 3.How can last-minute changes to menus or supplies impact an event? 4.What details should always be double-checked before printing event materials? 5.Why is clear communication with Sarah and other managers critical when finalizing event admin tasks? Day Twelve: Systems Discussion Questions 1.How do Mailchimp and TextyPro support clear communication with members? 2.Why is accuracy so critical when adding a new member to Mailchimp or Jonas? 3.What could happen if a supply order (ink, paper, POS rolls) is missed or delayed? 4.Why must Jonas' event orders (BEOs) be cross-checked with Google Sheets and the agenda? 5.How does maintaining par levels of supplies prevent operational disruptions? 6.Why is it important to use professional email confirmations when adding new members? Notes:

DAY THIRTEEN: TOGO EXCEED EXPECTATIONS, EVERY DAY

TO-GO ORDERS | THE LEDGES TO-GO STANDARDS TO-GO ORDERS ARE AN EXTENSION OF OUR HOSPITALITY EXPERIENCE AND SHOULD REFLECT THE SAME LEVEL OF CARE AND ATTENTION TO DETAIL AS IN-PERSON DINING.

When answering the phone: “Thank you for calling The Ledges, this is [Your Name]. How may I assist you with your to-go order today?” Required Info: Member name and number Menu knowledge and specials, 86'd items Pickup time Full order with modifiers or preferences (sauce on side, no onions, etc.) Any allergies or dietary needs Confirm the following before ending the call: Estimated ready time Total items in order Location of pickup (usually the Reception Desk or Men’s Lounge)

🧾 Order Entry & Processing

All orders must be entered into Jonas promptly with the correct modifiers, and use your clock-in number Double-check spelling and item details before sending to the kitchen Communicate the estimated pickup time with the kitchen if high volume Bag neatly with napkins, utensils, and condiments (if requested) Label the order clearly with the member's name and contents Confirm the order before handing off to the member

🚗 Member Pick-Up Etiquette

Greet the member warmly by name Confirm their order aloud as you hand it over Offer to assist them to their vehicle if needed Thank them sincerely: “We appreciate you ordering with us — enjoy your meal!”

DAY FOURTEEN: MEMBERS EXCEED EXPECTATIONS, EVERY DAY

MEMBERSHIP LEVELS AND CLASSIFICATIONS

MEMBERSHIP AT THE LEDGES IS BY MEMBER SPONSORSHIP AND CLUB APPROVAL. ALL MEMBERSHIPS ARE FAMILY MEMBERSHIPS, WHICH INCLUDE THE SPOUSE AND UNMARRIED CHILDREN UNDER 24 WHO ARE LIVING AT HOME OR ATTENDING SCHOOL FULL-TIME. GOLF MEMBERSHIPS.

Golf Memberships Full Golf – 50% Refundable Access to all club facilities and events No green fees; cart fees apply Includes unlimited golf, driving range, bag storage, and USGA handicap Initiation: $60,000 (50% refundable) Monthly Dues: $695 Full Golf – Non-Refundable Same benefits as above Initiation: $40,000 (non-refundable) Monthly Dues: $695 Full Senior Golf (70+) Same benefits as Full Golf Initiation: $20,000 (non-refundable) Monthly Dues: $695 Young Executive Golf (Ages 21–40) Same benefits as Full Golf Converts to another classification at age 40 Initiation: $20,000 (non-refundable) Monthly Dues: $375 Non-Resident Golf Must reside 50+ miles from The Ledges Full facility access and unlimited golf (cart fees apply) Initiation: $7,500 (non-refundable) Monthly Dues: $325

DAY FOURTEEN: MEMBERS EXCEED EXPECTATIONS, EVERY DAY

MEMBERSHIP LEVELS AND CLASSIFICATIONS

Sport Memberships Sport Plus Clubhouse dining/events, pool, fitness, unlimited range use Adults: 12 rounds/year (no green fee; cart fee applies), then green fees apply Children under 18: Unlimited golf Initiation: $12,500 (non-refundable) Monthly Dues: $425 Sport Same as Sport Plus, but with 6 rounds/year per member at reduced green fees Initiation: $7,500 (non-refundable) Monthly Dues: $275 Social Membership Access to all dining, banquet facilities, and club events Initiation: $500 (non-refundable) Monthly Dues: $135 Note: Financing available. Some categories may have a waitlist due to membership caps. MailChimp Login www.mailchimp.com Login: theledges Password: Ledges999! Adding New Members Receive a request from the Director of Membership Add all information to Mailchimp Select the correct boxes that apply IF they are GOLF, select GOLF boxes so they will be included in the Daily Golf Email Respond to the Director and Sarah that the items have been completed Trouble Shooting Members are having trouble accessing their Emails Is the information correct? Did they unsubscribe? Contact Sarah if you need assistance ASAP

DISCUSSION

QUESTIONS

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Day Thirteen: POS & To-Go Orders Discussion Questions 1.How should you confirm an order before ending a to-go call with a member? 2.Why is it important to double-check modifiers and spelling when entering to-go orders in Jonas? 3.How can poor packaging or labeling negatively affect the member experience? 4.What are some ways you can extend in-person hospitality to a to-go order handoff? 5.How would you handle a situation where the kitchen is running behind on a large to-go order? Day Fourteen: Membership Classifications Discussion Questions 1.What are the key differences between a Full Golf Membership and a Sport Membership? 2.How does the Young Executive Golf classification transition when the member turns 40? 3.Why must staff be careful when explaining initiation fees and monthly dues to members? 4.What benefits are unique to Social Memberships compared to Sport or Golf? 5.How can understanding membership levels help you better serve and communicate with members? 6.What should you do if a member asks about financing or waitlists?

Notes:

DISCUSSION

COMPREHENSIVE REVIEW

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Day 1 – Orientation 1.What are the required holidays and annual events for Hospitality Team members? 2.What are the uniform and appearance standards at The Ledges? 3.Which dining rooms are family-friendly, and which have restrictions? 4.How do you request time off, and what is the policy for emergencies? 5.Why are first impressions so critical in hospitality? Days 2 & 3 – Seater Training 1.What is the role of a seater in shaping the member’s first impression? 2.How should you handle a member who arrives without a reservation but requests a preferred table? 3.What are the “Cliff Notes” and why are they important? 4.What does “cover count” mean, and why is it tracked? 5.Where can you find the most up-to-date menus? Days 4 & 5 – Podium Training 1.Why is it important to review reservations and the floor plan before service? 2.What’s the difference between honoring rotation vs. member requests? 3.How should you handle a walk-in during a fully booked rotation? 4.What is the correct way to communicate wait times to members? 5.How can podium staff set their peers up for success? Days 6 & 7 – Desk Training (Phones, Reservations, Communication) 1.What is the standard phone greeting at The Ledges? 2.What information must always be collected when taking a reservation by phone? 3.What are the risks of entering incorrect or duplicate reservations in Google Sheets? 4.What’s the appropriate tone when texting members? 5.Why is proofreading especially important when sending member emails?

DISCUSSION

COMPREHENSIVE REVIEW

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Days 8 & 9 – Desk Training (Setup, Closure, Holiday Reservations) 1.What are the essential items that must be ready at the desk before service begins? 2.Why is it important to send a closing email at the end of each shift? 3.What are the non-negotiables for closing the host stand each night? 4.How do holiday reservations differ from standard reservations? 5.Why do we limit room/table requests during holiday service? Day 10 – RFID Procedures 1.What are the different RFID access credentials (member, resident, employee)? 2.Why must all RFID forms be typed, scanned, and saved before submission? 3.How would you explain vertical vs. horizontal tag placement to a member? 4.Why can RFID tags not be reused once removed? 5.What should you do if an RFID tag continues not working after troubleshooting? Day 11 – Event Administration 1.Where are buffet and place card templates stored? 2.Why should event menus never be printed before 2:00 PM on the day of the event? 3.What details must be checked before printing menus or place cards? 4.Why is communication with Sarah critical when finalizing event admin tasks? Day 12 – Systems 1.Which platforms are used for member communication (email, text, etc.)? 2.Why is accuracy critical when adding new members in Mailchimp or Jonas? 3.How do supply orders (ink, POS paper, etc.) impact daily operations? 4.What are BEOs, and why must they be checked against Google Sheets? 5.Why is maintaining par levels of supplies important?

DISCUSSION

COMPREHENSIVE REVIEW

USE THE FOLLOWING QUESTIONS AS A GUIDE FOR GROUP DISCUSSION AND INDIVIDUAL UNDERSTANDING OF DAILY OPERATIONS, STANDARDS, AND EXPECTATIONS AT THE LEDGES

Day 13 – POS & To-Go Orders 1.What information must be confirmed when taking a to-go order? 2.Why is it critical to double-check modifiers before sending an order to the kitchen? 3.What steps should be taken to ensure that to-go packaging reflects Ledges' standards? 4.How can staff extend hospitality during the to-go order handoff? 5.What should you do if a large to-go order is delayed in the kitchen? Day 14 – Membership Classifications 1.What are the differences between Full Golf, Sport, and Social memberships? 2.At what age does a Young Executive Golf Membership convert, and to what? 3.Why must staff be careful when discussing initiation fees and dues with members? 4.What benefits are unique to Sport Plus compared to Sport? 5.How should you respond if a member inquires about waitlists or financing options? 6.Why is Mailchimp so important for our Membership?

CLOSING REMARKS

Dear Hospitality Team, Congratulations on completing your training! This guide is just the beginning of your journey at The Ledges. As you settle into your role, remember that excellence is found in the little things: the way you greet someone by name, the way you recover with grace, and the way you show pride in your work. Keep this manual nearby — update it with your own notes and observations. Share ideas with your leaders. Ask questions early and often. Most importantly, support one another and stay member-focused in everything you do. You are part of a team that creates unforgettable moments for hundreds of people every week — from holiday brunches to wedding days, weeknight dinners to golf outings. What we do matters. Let’s continue to exceed expectations — not only for our members but for each other. Thank you for choosing to be part of something exceptional. With gratitude, Sarah Melendez Member Relations Coordinator The Ledges

THE LEDGES Supplemental Training & Operational Standards Training Manual

Prepared by: Sarah Melendez Member Relations Coordinator Updated: September 2026