BEVERAGE
SERVICE
STANDARDS
“Arm Catering & Club
“Army Cl b Operations”
© 2006, Educational Institute
Table of Contents
1. Customer Service
2. Type of Bar Service
3. Setting Up the Bar
4. Bar Equipment
5. Bar Sanitation
6. Breakage and Spoilage
7. Beverage Controls
Beverage Controls
Annex A Product Knowledge
Annex B Bar Sales Accountability Forms
Annex C Bar Opening Checklist
Annex D Bar Closing Checklist
© 2006, Educational Institute
Customer Service
Service is the key to beverage sales Prompt friendly, and courteous
Service is the key to beverage sales. Prompt, friendly and courteous service is the overriding requirement.
service is the overriding requirement
Project a good image: be pleasant and friendly.
Cultivate a good memory for faces and names.
Be alert and attentive to the customers’ needs.
1. PREPARING TO SERVE
Personal Preparation
Great Attitude
Employees must have a good attitude, a pleasant personality,
and a presentable appearance.
Uniforms should be clean and well pressed, hands and
Always check your personal
fingernails must be clean, hair, makeup and jewelry should
appearance before interacting with
all be in good taste. .
gguests.
Station and Bar Preparation
Before the Bar/Lounge open (and before functions), make
sure the bar and all Server Stations are fully stocked with:
Glassware
Napkins
Coasters
Condiments
Bar Snacks if necessary.
Always confirm that all glasses, flatware, etc. have been cleaned and sterilized according to:
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Your facility’s standards
Make sure your station is ready to go Health Department requirements
before you start serving. Keep the station well‐maintained throughout your shift
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Customer Service
1
1. PREPARING TO SERVE
PREPARING TO SERVE ‐Continued‐
Bar / Counter Set‐Up
The refrigerator(s) are stocked.
Juice, purees and consumables are fresh and
within expiration date.
The back bar and speed rails are fully stocked.
Fruit is prepared.
Ice station are fully stocked.
All bar guest supplies and condiments are fully stocked.
All bar guest supplies and condiments are fully stocked
Check that your ice stations and
refrigerators are well stocked. Maker sure that menus and
Floor & Table Set‐Up Promotional materials are in place
on the table.
Make
Make certain that:
certain that:
Lounge menus and promotional fliers are
Clean
In good condition
Pre‐set on each table facing the Bar/Lounge entrance
All furniture is positioned correctly according to the approved floor plan.
Carpets and flooring are clean and free from debris.
Tables are clean, sanitized and set.
Lights are at the proper level.
Check to see that all tables are Music is playing in the background. Music should always be the source for background noise
spotless. unless there is a television broadcast of a major event.
Popcorn made or snacks set out if it is appropriate.
If your facility has televisions, turn them on.
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2
2. WELCOMING GUESTS TO THE BAR/LOUNGE
WELCOMING GUESTS TO THE BAR/LOUNGE
Service Skills
Quality service is based on all bar personnel knowing their roles and
responsibilities to the guest and to the bar. Specifically all bar employees should
be well versed in the art of taking an order delivering the product and presenting
be well versed in the art of taking an order, delivering the product and presenting
the check.
The Greeting
The greeting is the first impression given to the customers. Always greet the
guest with a smile and a welcome.
Wherever you are working, keep an eye on the Bar area
When customers enter the Bar/Lounge area
Make eye contact within 30 seconds.
Greet guests warmly as soon as they
G t t l th Within 1 minute, greet them warmly
Withi 1 i t t th l
enter the area. according to the time of day
‐ Good Morning, Welcome to (facility’s name)
‐ Good Afternoon, Welcome to (facility’s name)
‐ Good Evening, Welcome to (facility’s name)
Invite them to sit wherever they like.
Offer to take their order within
‐ 30 seconds if they’re at the bar.
‐ 3 minutes if they’re at a table.
If you are unable to serve the guest immediately
‐ Acknowledge that you know they are waiting.
‐ Apologize for keeping them waiting
when you do serve the.
© 2006, Educational Institute
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3
3. TAKING AN ORDER
TAKING AN ORDER
A bartender is much more than an order taker: A bartender is a sales person. Selling is a part of
everyone’s life. A prerequisite of selling is sales skills and the knowledge of products. Selling is a
combination of; 1) understanding your customer’s wants and needs, 2) respecting your
customers, 3) helping your customer. PEOPLE like to “BUY”, but hate to be “SOLD”
Sales Skills
Selling skills can be broken down into three categories.
1.. Interpersonal
e pe so skills;
s s; thee ability
b y too handle
d e andd resolve
eso ve conflict
co c
Take accurate notes about every order. 2. Salesmanship skills, having the ability to sell yourself and the product.
3. Technical skills, being knowledgeable about the product your are selling and
how it will benefit the guest.
Also the ability to up sell is very important. All this involves is product
knowledge and verbalizing it to the guest in a pleasant, positive way.
Up-selling is an art form and the best do it without guests even noticing.
Never ask for a drink order in a manner, which can be answered “yes” or “no”.
If a guest does not specify a brand of liquor, bartenders should offer a
beverage by brand name. This technique is referred to as “up-selling.”
Up-selling requires thorough knowledge of the products available in order to be
effective: i.e., the customer says, “I’ll have a vodka tonic.” The bartender
responds, “Would you like Absolut or Grey Goose?”
Be prepared to describe and
recommend specialty drinks and
p y NEVER OVER SELL! Always y allow the gguest to finish orderingg before
appetizers. you start suggesting. Be aware of what the guest is ordering and make
Taking the guest order accurately. sure he/she understands what he/she is getting.
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3
3. TAKING AN ORDER
TAKING AN ORDER
‐ Continued ‐
Product Knowledge
It is imperative that all bar personnel know what brands are served at the bar; liquor, beer, wine
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and non‐alcoholic drinks. The name of the product is not enough. All of the staff should know
the different flavors and good descriptive elements when recommending brands to guests.
Types of Alcohol
o Spirits
o Beer
o Wine
Spirits Whiskeys Beer Wine
Gin Bourbon Draft Beer Table Wine
V dk
Vodka IIrish
i h Whiskey
Whi k Dry B
D Beer Aperitif
A itif Wine
Wi
Rum Rye Light Beer Dessert Wine
Brandy Scotch Nonalcoholic Beer Port
Tequila Bock Beer Sake
Whiskey Malt Liquor Sparkling Wine
Bitters Pilsner Still Wine
Cognac Porter
Liqueur or cordial Stout
Schnapps Ice Beer
Sherry
* Description of each product is founded at Annex A.
© 2006, Educational Institute
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3. TAKING AN ORDER - Continued -
Taking the Order
Begin by building rapport with your guests
Smile
Be warm, enthusiastic, and welcoming
‐ “Good
Good Afternoon/evening, Mr/s. XX or Ladies and Gentlemen
Afternoon/evening Mr/s XX or Ladies and Gentlemen
‐ My name is XX, Welcome to XX!
‐ “To begin I would like to point out our lounge menu and highlight some
feature items….”
‐ Up‐sell premium beer , wine, and liquor whenever possible.
If a single guest is seated anywhere in the Bar or Lounge (and not reading or
working)
Begin by building rapport with your
‐ Attempt to strike up a conversation (without being bothersome or intrusive)
guests.
‐ Offer a newspaper or magazine if facility is provided.
Make sure guests know that wines by the glass are available.
Take orders systematically
‐ Ladies first
L di fi t
‐ Then elders
‐ Host Last (if it is obvious who they are).
Always use a guest position numbering system to link each guest with their order
(so you always know who ordered what).
Place a napkin in front of each guest as you take their order.
Place a napkin in front of each guest as you take their order
Engage with each guest as you take their order.
‐ Maintain eye contact
‐ Nod to acknowledge understanding
When a round of ordering has been completed, repeat all items to avoid mistakes or
Engage with each guest as you misunderstanding.
take or deliver orders
take or deliver orders. Whenever leaving the table, ask if anyone needs anything else.
Promptly enter the order in the POS system (to avoid delay): be sure to include any
special instructions or requests.
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4. MAKING AND SERVING DRINKS
Mixology
Bartenders are responsible for knowing the beverage recipes to include ingredients, portion size,
glassware, mixing technique, and garnishes. It is more than just knowing how to prepare a drink
recipe. Bartenders often work in full view of their customers and must perform their tasks in an
exemplary manner.
Presentation
A creative, festive beverage traveling 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 encourage other patrons to try
Remember that specialty drinks
something that they might not have necessarily ordered. Presentation is not just for specialty
enhance both your guest’s experience
drinks either – a simple highball served in a sparkling clean glass with the right garnish can have
and your tip.
great eye appeal
great eye appeal.
Only make drinks after the order has been entered in the POS system and a receipt has been
printed.
Include a current bill when delivering drinks to guests.
Whenever a guest has finished a drink, always ask if they would like another.
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When serving re‐orders:
Replace the old receipt with an updated one
Destroy the old receipt.
© 2006, Educational Institute
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5 DELIVERING ENHANCED SERVICE THROUGH
5. DELIVERING ENHANCED SERVICE THROUGH “UPSELLING”
UPSELLING
Recommending upgraded beverage and dining options – or upselling – achieves two goals
It enhances your guest’s experience.
It increases your tab and your facility’s revenue.
Ask “open” questions (that elicit information instead of a 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 favorite types of wine?
What sort of food interests you?
Product knowledge is essential to both service and up‐selling‐ use it to make
recommendations that reflect your guest’s interest.
Specialty cocktails
Specialty cocktails
Premium spirits, beers, wine
Appetizers
Make suggestions sound delicious and appealing
“If you’re interested in a cocktail, our specialty is a refreshing XX, made with premium
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XYZ.”
If your party would like to share a bottle of (varietal) wine, we offer a terrific (vintner)
that is (describe characteristics)”
“I’d like to point out that we serve a superb XX lager – and that it pairs wonderfully
Be sure you know all the specialty with our XX appetizer.”
drinks your bar offers
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!”.
© 2006, Educational Institute
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6. BEVERAGE SERVICE
Always use a round, non‐slip cocktail service tray with coasters for all table service.
Always check that all glassware and cups have no
Spots
Cracks
Smears
S
Watermarks
Lipstick
Before serving a beverage order, check that it’s fully accurate, including
Amount
Ice
Garnish
Always use a tray to deliver beverages.
Temperature
Vintage (for wine).
Delivering Beverages
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Guests should receive their beverage(s) 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 first
Then elders
Host last (if it is obvious who they are).
When serving cold beverages
Always check glassware for Place a coaster in front of the guest
spots and cracks
spots and cracks. If the drink is not pre‐poured,
If th d i k i t d
‐ ‐ Pour at the table 2/3 full
‐‐ Leave the bottle on the table with the label facing the guest.
Deliver wines by the glass pre‐poured in stemware.
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6. BEVERAGE SERVICE ‐ continued‐
Delivering Beverages
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 2/3 full
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
White and brown sugar
Artificial sweetener
Guests should always receive beverages For tea service, also provide a small dish (not a saucer) for used tea bags.
within three minutes of ordering.. As always, before leaving the table, ask the guest(s) if they would like anything else.
Checking Back
Checking Back
Check on guest satisfaction within 2 minutes of delivering each order.
On every visit to the table;
Remove:
Paper and debris from the table and floor
Side dish bowls
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
Whenever you revisit a table
Whenever you revisit a table Maintain a positive image.
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remove trash and unused Prevent the spread of bacteria.
dishware. Clean and sanitize tables within 5 minutes of a party’s departure.
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SEQUENCE OF SERVICE
6. BEVERAGE SERVICE ‐ continued‐
When saying goodbye to guests
Ask about future gatherings
Offer to make future reservations
Recommend other food and beverage opportunities at your facility
Recommend other food and beverage opportunities at your facility
Personalize your recommendations with specific suggestions.
Since you are with us for another few days I would like to suggest you visit our
lunch program.
The specialty there is XX.
Sincerely thank them for visiting and express your hope that they will return.
Alcohol Awareness
Alcohol Awareness is a growing concern within the Hospitality Industry nationwide. By
Clean and sanitize bar area within
Cl d iti b ithi recognizing the “early” signs of intoxication, and monitoring your customer’s consumption.
5 minutes of guest’s departure
Responsible service of alcohol requires a team effort.
Know and watch for the signs of intoxication. If there is any question, avoid further
service and report to a manager who will make the final decision and determine
whether the guest should remain or leave
whether the guest should remain or leave.
If you know what it takes to get someone drunk, you can prevent it by monitoring
their consumption and offering alternatives.
© 2006, Educational Institute
WINE SERVICE
PRESENTING AND SERVING WINE
Server must present wine to the guest with label forward to ensure it is what they ordered.
Open the bottle of wine in front of the guest.
Pour a small amount of wine for the person who ordered the wine to sample and confirm
satisfaction.
Continue serving other guests, ladies first.
Red wine must be served at room temperature.
White wine must be kept on ice after serving in bucket,
by tying a napkin around upper part of bottle.
Top off the glass as required.
Handle glassware by stem at all times.
Offer additional glasses or bottle when finished.
© 2006, Educational Institute
You Must Be Able To Serve Many Different Types of Guests
To make appropriate selling suggestions, and give good service, it is helpful to recognize and know
how to handle all types of guests For example
how to handle all types of guests. For example
• Genuine interest and patient understanding will put this type of guest at
• The Timid Guest: ease. Even a comment on the weather can make him/her feel at home.
• The Aggressive Guest:
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This type must be handled in a courteous and businesslike manner. Kindness
and politeness can often change him into a steady and appreciative customer.
• This is one of the hardest guests to please. Try to stay one step ahead of him
• The Fussy Guest: by learning the things that irritate him. Be sure to have everything just right,
before serving the fussy guest. Remember all of the little things the fussy
before serving the fussy guest. Remember all of the little things the fussy
guest especially likes, even when they may seem peculiar to the average
person.
• The Over‐Familiar Guest: • Be courteous, dignified, and avoid long conversations. Stay away from the
table, except when actual service is needed. Never try to give a wisecrack
table, except when actual service is needed. Never try to give a wisecrack
answer to a smart remark. You will only cheapen yourself and lower yourself
to the same level as the rudeness of the guest.
• The Guest who is Alone: • Don’t call attention by asking if he is alone. Seat him where he can see what
is going on. The guest may be lonely and want someone to talk to. Be
is going on The guest may be lonely and want someone to talk to Be
friendly, but don’t neglect other guests. With nobody to talk to, time seems
long, so serve as quickly as possible. This could be your most critical guest.
• The Noisy Trouble‐maker: • Don’t be drawn into arguments. Speak softly. Don’t antagonize. Refuse to
participate in criticism of management the establishment or other
participate in criticism of management, the establishment, or other
personnel.
© 2006, Educational Institute
As a member of the ________ Club, always know that
Your Work is Valued
Your Service is Important.
Your Success is Critical to the delivery of our Promise.
Thank You
© 2006, Educational Institute
