Professional Documents
Culture Documents
INTRODUCTION
CUSTOMER SERVICE
BAR SURFACE
BAR EQUIPMENTS
SEQUENCE OF SERVICE
UPSELLING
TYPES OF GLASSES
BAR TOOLS AND EQUIPMENT
Good Customer Service includes how
employees interact with customers
when things are going well, as well
as how employees handle difficult
situations. The best employees
develop customer service
relationships with bar guests who
feel at home while visiting the bar
and having a couple of drinks or a
fun night out.
-Bar employees are the hosts, entertainers, and
business representative of the bar. They are the
face of the establishment, and how they behave
sets the mood for your guests.
-SERVICE SKILLS
Quality service is based on all bar personnel
knowing their roles and responsibilities to the
guests and to the bar. Specially all bar employees
should be well versed in the art of taking order,
delivering the product and presenting the check.
-The greetings is the first impression given to the customer.
Always greet the guest with a smile and a welcome.
Whenever you are working, keep an eye on the bar.
When customers enter the Bar/Lounge area:
Make an eye contact within 30 seconds.
Within 1 minute, greet them warmly, according to the time of
the day.
Invite them to sit whenever they like.
Offer to take their order within:
- 30 seconds if they are at the bar.
- 3 minutes if they are at the table
If you are unable to serve the guest immediately:
- Acknowledge that you are waiting.
- Apologize for keeping them waiting when you do serve.
A bartender is much more than an order taker: A
bartender is a sales person. Selling is part of
everyone’s life. A prerequisite of selling is sales
skill and the knowledge of products. Selling is a
combination of; 1) understanding your
customer’s wanted and needs. 2) respecting your
customers, 3) helping your customers. PEOPLE
like to “BUY”, but hate to be “SOLD”.
SALES SKILLS
TYPES OF ALCOHOL
SPIRITS
BEER
WINE
TAKING AN ORDER
Begin by building rapport with your guests:
Smile
Be warm, enthusiastic, and welcoming
“(Time of the day), Mr/s. XX or Ladies and Gentlemen
My name is XX, Welcome to XX!
“To begin I would like to point out our bar menu and
highlights some featured items.....”
Up-sell premium beer, wine, and liquor whenever possible.
If a single guest is seated anywhere in the Bar (and not
reading and working)
Attempt to strike up conversation (without being
bothersome or intrusive)
Make sure guests know that wines by the glass are available.
Take orders systematically
Ladies first
Then the elders
Host last (if obvious who they are).
Always use a guest position numbering system to link each other
guest with their order (so you always know who ordered what).
Place a napkin in front of each guest as you take their order.
Engage with each guests as you take order.
Maintain eye contact
Nod to acknowledge understanding
When a round of ordering has been completed, repeat all items to
avoid mistakes or misunderstanding.
Whenever leaving the table, ask if anyone needs anything
else.
Promptly enter the order in the POS system (to avoid
delay)
MIXOLOGY
-Bartender are responsible for knowing the beverage recipes to
include ingredients, portion sizes, glassware, mixing technique,
and garnishes. It is more than just knowing how to prepare drink
recipe. Bartenders often works in full view of their customers
and must perform their tasks in an exemplary manner.
PRESENTATION
-A creative, festive beverage travelling through the bar on a cocktail
tray will catch the eye of many guests, not just the one for which
it is intended. This will courage other patrons to try something
that they might not have necessarily ordered. Presentation is
not just for specialty drinks either- a simple highball serve in a
sparkling clean glass with then right garnish can have a great
appealing to the guests.
Recommending upgraded beverage
It enhance your guest’s experience
It increase your tab and your facility’s revenue
Ask “open” questions (that elicit information instead
of yes/no answer) in order to:
Win your guest’s trust
Enable you to discover their needs and interests
What is the purpose of your visit?
What kind of cocktails do you enjoy?
What are your favourite types of wine?
Product knowledge is essential to both service and up-
selling-use it to make recommendations that reflect your
guest’s interest.
Specialty cocktails
Premium spirits, beers, wine
Appetizers
Make suggestions sound appealing and appealing
“If you’re interested in a cocktail, our specialty is a refreshing
XX, made with premium XX.”
If your party would like a bottle of (varietal) wine, we offer a
terrific (vinter) that is (describe characteristics)
“I’d like to point out that we serve a superb XX larger-and that
pairs wonderfully with our XX appetizer.”
Endorse the Customer’s Choice
“Great cocktail! You will love it.”
“That’s a wonderful wine selection- you’ll see why it’s among
our most popular”.
Always use a round, non-slip cocktail service tray with
coaster for all table service.
Always check that all glassware and cups have no
Spots
Cracks
Smears
Watermarks
Lipstick
Before serving a beverage order, check that it’s fully
accurate, including:
Amount
Ice
Garnish
Temperature
Vintage (for wine)
DELIVERING BEVERAGE
Guests should receive their beverages within three
minutes of ordering them.
Serve complementary bar snacks with beverage if your
facility provide.
Serve orders in the same sequence you take them.
Ladies firsts
The elders
The hosts
When serving cold beverages
Place a coaster in front of the guest
If the drink is not pre-poured
Pour at the table 2/3full
Leave the bottle on the table with the label facing the guest.
Deliver wines by the glass pre-poured in stemware.
When serving hot beverage, place the cup and saucer in
front of the guest with the handle and teaspoon facing
right.
For tea and coffee,
Ask the guest if they would like you to pour it for them; if
they do fill the cup 2/3full
Always place the pot and milk/cream container behind the
cup with the handles facing toward the guest.
Make sure there a clean and neat caddy or bowl on the table
with:
White and brown sugar
Artificial sweetener
For tea service, also provide a small dish (not a saucer) for use
tea bags.
Ask always, before leaving the table, ask the guests is they
would like anything else.
CHECKING BACK
Check on guest satisfaction within 2 minutes of delivering
each other.
On every visit on table;
REMOVE:
Paper and debris from the table and floor
Side dish bowls
Anything not needed to enhance the guest experience
Replace any soggy napkins.
Refill bar snacks as needed.
Pick up glassware without touching the rim of the glass in
order to:
Maintain positive image
Prevent the spread of bacteria
Clean and sanitize tables within 5 minutes of party’s
departure
When saying goodbye to guests
Ask about future gatherings
Offer to make future reservations
Sincerely thank them for visiting and express your
hope that they will return.
Appearance
Quality products are usually more pleasing to the eye, and are
likely to maintain their good looks longer.
Function
High-quality products are less likely to break down.
Breakdowns of any kind of hamper service and give a poor
impression of your operation
Ease of care
High-quality equipment is likely to be better designed as well
as better made.
Back bar refrigerator Glass washer
Blender Ice bin
Bottle wells Ice crushers
Draft beer dispensing Ice machine
machine Juicer keg coolers
Drain boards Waste dump
Glass brush Wine/liquor dispenser
Glass froster Espresso machine
Glass sink
The centrepiece of any pouring station is the ice chest
(ice bin), with or without bottle wells, having a speed
rail attached to the front. This piece of equipment is
variously known as a cocktail station, cocktail unit,
beverage centre or colloquially, jockey box.
BAR TOOLS
Stainless steel is the metal of choice for small
equipment and utensils.
Most of the small bar equipment is used for mixing
and pouring,
A second group of utensils is used is preparing
condiments o garnish drinks.
A third group is involved in serving
Bar caddy Ice pick
Bar knife Ice shovel
Bar strainer Ice tong
Cocktail shaker Jiggers
Cutting board Mixing glass
Fruit squeezer Muddler
Funnel Pourers
Garnishing caddy/tray Nutmeg grater
Glass rimmer zester
Bottle and can opener
Coaster
Corkscrew
Tray
Ice bucket
Picks
Round tray
Stirrer
Wine bucket
Importance of glassware in bar operations:
Part of the overall concept of the bar
Its style, sparkle and quality express the personality of
the bar
It has the part in measuring drinks you serve
A message carrier: that means you know what you are
doing.
A merchandising tool.
BOWL
STEM
BASE/FOOT
Tumbler
Footed ware
Stemware
Mug
A tumbler is a flat-bottomed glass that is basically a
bowl without stem or foot. Its sides may be straight,
flared, or curved. Various by names of the drinks the
are commonly used for: old-fashioned, rock glass, high
ball, collins, cooler, zombie, pilsner. Glass jigger and
shot glasses are mini tumblers.
Carafe Juice glass
Decanter Shot glass
Zombie glass Shooter glass
Old fashioned Granite glass
Highball glass Vodka shooter glass
Collins glass
Pint glass
Wheat beer glass
Pilsner
Footed ware refers to a style of glass in which the bowl
sits directly on a base or foot. Bowl and base may have
variety of shapes. Traditional footed glasses include
the brandy snifter and certain styles of beer glass.
Today footed ware is also popular of on-the-rocks
drinks and highballs. In fact, any type of drink can be
served in a footed glass of the right size.
Absinthe glass
Cordial glass
Banquet goblet
Brandy snifter/ balloon glass
Footed highball
Hurricane glass
Frappe glass
Footed rock glass
Stem ware includes any glass having features – bowl,
foot and stem.
MUG
A fourth type of glass is the mug. You can think of it as a
tumbler with a handle or as a tall glass cup. It is usually
used for serving beers
Margarita glass
Cocktail/ martini glass
Champagne saucer
Champagne tulip
Champagne flute
White wine glass
Red wine glass
Sour glass
Sherry copita glass
Beer mug
Beer Schooner glass
Logo beer mug
Stern beer mug
Stein beer mug
Handle with care
Do not wash glasses mixed with plate or spoons.
Never used it in scooping ice.
Throw chipped or broken glass.
Do not pour hot liquid with cold glasses.
Never stack glasses.
Do not handle glass in bouquet.
Always handle glass by stem.
A glass for dinner wine should be only half full, so the
drinker can swirl the wine around and appreciate the
bouquet.