Welcome to the team at Beyond Sunset Resort & Villas.

We are happy to have you on board.

VISION To continuously provide exceptional, friendly, and efficient service to external and internal customers and to ensure that all Beyond Sunset Resort & Villas employees and guests are given and give respect.

We own and immediately resolve guest experiences. We are proud of our professional appearance, language, and behavior. The smooth operation of this property depends upon all team members.

This handbook is directed to employees of Beyond Sunset Resort & Villas and is to be kept confidential.

Beyond Sunset and Villas Calabash Bay, Treasure Beach St. Elizabeth Employee Rules and Regulations Note: Beyond Sunset and Villas aim to establish and maintain a safe and workfriendly environment for its employees while creating a hospitable, safe and welcoming environment for its guests. It is with this mantra that the following rules and regulations to guide the attitude, actions and behaviors of its employees have been established. Full and complete adherence to these rules are without excuse and in the case of not being adhered to, the full consequence of such rule being broken will be dealt upon the employee(s). Please read each rule and regulation and subsequent disciplinary action carefully.

Beyond Sunset and Villas Employee Guided Rules and Regulations are as follows: 1) Any stealing or unauthorized removal of the hotel’s property will result in dismissal. 2) Any use of abusive or threatening verbal and non-verbal actions that may cause undue damage that is directed at a supervisor or manager will result in dismissal. 3) Any unnecessary fraternizing or suppliant (begging) with a guest, whether in open or otherwise, will result in a warning letter with two (2) weeks suspension without pay. Should this behavior continue, then such employee(s) will be dismissed.

4) Any harassing of or airing of personal problems to a guest will result in a warning letter with two (2) weeks suspension without pay. Should this behavior continue, then such employee(s) will be dismissed. 5) Any employee who leaves his or her work area without being relieved or authorized to do so will be dealt a warning letter with two (2) weeks suspension without pay. Should this behavior persist, then such employee(s) will be dismissed. 6) Any display of a sexual nature on the hotel’s property by an employee toward another employee or guest will result in the issuance of a warning letter with two (2) weeks suspension without pay. Any persistence of such behavior by the employee(s) will result in dismissal. 7) Employees are expected to perform at their best and should an employee persist to perform below acceptable standards then that employee will be issued a warning letter. If a below standard output is continued that employee will be dismissed. 8) Any exuberant behavior of any kind by an employee that is likely to cause undue injury or damage to a person or property will result in that employee being dealt a warning letter with two (2) weeks suspension without pay. Any persistence of such behavior by the employee will result in dismissal. 9) Any employee who is caught sleeping on the job or displays unjustified absenteeism will be given a warning letter with two (2) weeks suspension without pay. Should the behavior persist then the employee in question will be dismissed. 10)

Any employee caught using the

hotel’s equipment, machinery, or materials for personal use without

authorization to do so will be issued a warning letter with two (2) weeks suspension without pay. Any persistence of such behavior will result in dismissal. 11)

Any

employee

who

intentionally

pickets on work or influences other employee(s) to do the same, or influences any employee disorder will be given a warning letter. Any continuance of such behavior will result in dismissal. 12)

Any employee who shows up for work

under the influence of alcohol or illegal contraband will be issued a warning letter. Should such employee persist on such behavior then that employee will be dismissed. 13)

Any employee who shares information

regarding any other employee, bosses, managers, owners, or guests to anyone associated or not associated with Beyond Sunset Resort and Villas will be terminated without warning. Anything that takes place on this compound shall remain at Beyond Sunset Resort and Villas, without exception. 14)

Anything seen or heard at Beyond

Sunset Resort and Villas must be held in full confidentiality. 15)

By signing this contract, you are

hereby agreeing to the all the terms and conditions set forth within.

Our Policy It is the policy of Beyond Sunset and Villas to provide each employee equal opportunities for performance without regard bias or favoritism. Each employee will be given an equal right to defend themself against any charges brought against him or her and reserves the right to fair judgment based on evidence and not opinions or emotions.

Disclaimer The stated rules and regulation are for all Beyond Sunset and Villas employees and is held binding for the entire time that they are employed by Beyond Sunset and Villas. If any employee is found in breach of these offences, action will be taken immediately. Be advised that upon signing this form a ninety days (90) probationary period will take effect as a part of the employment standards set at Beyond Sunset and Villas. After this probationary period management will conduct a performance review and a decision made on the possibility of employment at Beyond Sunset and Villas based on performance. It is advised that full adherence of these rules and regulations be effected to guarantee a success tenure of employee at Beyond Sunset and Villas. This agreement shall be binding upon the parties, their successors, assigns and personal representatives. Time is of the essence on all undertakings. This agreement shall be enforced under the laws of the country of Jamaica.

GENERAL INFORMATION

PAY STRUCTURE Pay is disbursed every two weeks on a Friday.

PROBATION You will be required to be on a probationary period for the first 90 days of employment. We will evaluate your performance after the first 30 days and again at the end of the 90-day period. After 90 days, if employment becomes permanent you will also be entitled to your portion of gratuity.

ATTENDANCE If you are going to be tardy for any reason, please reach out to a senior staff to notify them of this. Your attendance will be a part of your evaluation and absences will be taken into consideration before and after the 90-day period. All employees should clock in at the beginning of the workday and clock out at the end of the workday.

PROFESSIONALISM All employees are expected to be always professional. We will not tolerate any unprofessional behavior either to another staff member or to any of our guests. This is a zero-tolerance rule. No bullying, taunting via text, phone, in person or otherwise is accepted.

PHONE POLICY You are required to check your phone in at the front desk when you report to work. Phones can be collected and used only during your breaks. Beyond Sunset Resort & Villa’s front desk number can be given for emergency contact.

BREAKS You are entitled to 30 minutes break for lunch and a discretionary additional 15 minutes break. Team members must have coverage when taking breaks and should inform a supervisor before they leave their station.

ROLES AND RESPONSIBILITIES The following pages lists our department duties Your roles and responsibilities include but is not limited to the items listed herewith.

FRONT OFFICE/RECEPTION

Front office is one of the first interaction the guests have with Beyond Sunset Resort & Villas. Therefore, team members must be always professional and remember that our guests should all be treated like VIPs. • • • • • • • •

Check in and check out guests Attend to guests needs, questions Check WhatsApp messages regularly and respond to queries Check emails and forward necessary email to Mr. South Daily receipts Periodic reconciliation of receipts as requested Receive all goods and sign invoice as needed Check all rooms after housekeeping has completed cleaning after guest check out • Supervise the kitchen, wait and housekeeping staff • Calculate GCT as requested • Ensure that all nightly procedures are completed o Cushions o All lights are turned off

Before arrival of guests • Check and print reservation for guest before they arrive o Put guest package together – reservation, key, towel card • Check reservation for payment, room type confirmation and special requests • Ensure reservation book and reservation system both correspond with the hard copy of guest reservation. • Familiarize yourself with each reservation CHECK IN • Greet and meet guest with a welcoming smile. (introduction) o Welcome to Beyond Sunset….. • Proceed to introduce yourself and ask guest/s for their name/s. o ‘Ms. Smith’, I have you in a Deluxe 1br suite is that correct (confirming reservation) • Ask for identification. • Copy all document/s given by guest/s. • Advise guest of balance (if any) • Guests review information and sign • Guests choose method of payment • Ask if guest needs help with luggage • Briefing of property information Restaurant, Bar, Wi-Fi etc. (can be done on your walk to the room) • Escort guest to their room o Show features for air conditioning, television o Show them channel guide and guest information book • Thank the guest for choosing Beyond Sunset and let them know if they need anything to call or visit reception area. “Thank you for choosing Beyond Sunset, if you have any questions during your stay, you can call or visit us at the front desk”

CHECK OUT • Check reservation system to see all the departure guests/rooms • Check to see if any outstanding balance with guests that are checking out from restaurant, bar or on accommodation • Ensure room keys, towels or towel cards are returned • Go over outstanding bills and charges with guest and determine payment method • Ask guest if they have enjoyed their stay and ask if they can complete the review form • Thank guest. “Thank you again for choosing to stay with us. Have a safe trip and enjoy the rest of your day” AFTER guest leaves • Gather all receipts • Communicate guests’ departure to housekeeping department. 2-way radio communication allows for immediate notification.

RESTAURANT STAFF Treat guests like VIPs Remember guests eat with their eyes – be presentable Stock refrigerators Organize shelves Go through items checking for dates, spoilage, and availability Ensure all prep work is done on all shifts Kitchen must stay sanitized Multi-tasking and multi preparation of meals is important Pay attention to special orders or requests from guests Consistency in meals and plating is crucial Be a team player

CHECKLIST FOR TABLE SERVICE – RESTAURANT Make guests feel like VIPs – always greet guests and be polite Acknowledge regulars - Be consistent – know your menu Table service • Greet guests, introduce yourself (my name is XXX, I will be your server today) • Ask if any allergies • Offer beverage (while filling water glasses from the right) • Serve drinks (USE A LINER)/offer appetizer • Ask if they need time to go over the menu and if they have questions • Take food order – repeat order to customer • Remove menus • (Always check back with guests as our food is made to order and may take a while. Keep water glasses filled, unless the guests say no) • Serve food (USE A LINER)/– offer beverage • 2 minutes – checkback – ask if everything is okay (this is because now they have their food) • Clear dirty plates, empty bottles regularly • Offer food – desert and beverages again • Present check • Collect payment Thank guest – thank you for dining with us. Have a nice day/evening/night. **Small talk can include – What are you guys planning for today What did you guys do today, etc. The things in bold is where may be able to increase the customer spend

CHECKLIST FOR HOUSEKEEPING AFTER CHECKOUT Always says hello to guests and be polite • Change bed linen and make bed – check for stains on all linen while making bed • Take out trash – check all drawers, bedstands for items left behind or trash • Wipe and disinfect all surfaces • Check all rooms low and high for cobwebs • Sweep and mop floors • Bathroom – o clean and disinfect all surfaces o check for stains in bath, shower on sinks, countertops, and toilet • Replace bathroom linens • Clean mirrors • Check for signs of previous guest – look around • Check hidden areas for dust, crumbs, dirt – under bed, chairs, fridge, under appliances (microwave, tv, coffee tray, etc.) • Clean coffee area and restock • Restock amenities • Do final touches – fluff pillows, cushions, check again for stains • Maintenance request forms should be completed for non-urgent repairs and left at front desk at end of day • Urgent maintenance requests should be communicated immediately through the 2-way radios

MAINTENANCE REQUEST ROOM: ______________________________________ ______________________

BROKEN ITEMS

Appliances: o Air Condition o Fridge o Stove o Microwave o Television/Remote/Cable Kitchen o Table/Chairs o Shelf Bedroom o Bed o Stool o Side tables o Lamp o Shelf Bathroom o Toilet o Shower o Sink o Faucets o Mirror

DATE:

MISSING ITEMS o Towels o Sheets o Hand towel o Foot towels o Rags o TV remote o Surge protectors o Iron and ironing board o Surge protectors

Other items to be repaired or replaced. Example curtain rods, curtains, etc. ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________