PROTEA HOTELS BY MARRIOTT GUEST SERVICE JOB AID – FOOD & BEVERAGE – BAR SERVICE Page 1 of 2

FB17: BAR SERVICE: Drinks Service Job Position: Bar Attendant

GUEST SERVICE Drinks and beverages are served to Guests, at the appropriate temperature and in the correct glasses, with appropriate mixers,
STANDARD promptly and courteously.
The employee must be able to provide a Bar Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
PERFORMANCE importance of providing an efficient service within the designated time frames in order to maximise Guest satisfaction.
STANDARD
The employee should be able to capture and maintain data in a computer / billing system and produce a complete Guest docket.

WHAT THE GUEST EXPECTS (ANTICIPATING GUEST MEETING AND EXCEEDING GUEST EXPECTATIONS WHAT YOU NEED TO BE ABLE TO DO 
EXPECTATIONS) (GUEST SERVICE STANDARD)

 To be acknowledged with a friendly smile and warm greeting upon  Guests are acknowledged, with a verbal greeting, by the Dispense drinks and beverages according to Guest's
sitting in the bar area. Bar Attendant within 60 seconds. requirements and laid down service standards.

 For the order to be taken within at least 2 minutes of being seated.  Where appropriate, the cocktail list/ wine list is presented Be knowledgeable of the various types of drinks and the
open to the Guest and recommendations made. correct preparation and presentation of such drinks.
 Bar attendant to be knowledgeable about drinks incl. cocktails,
wines and mixers.  Guest's order is ascertained (Guests are offered ice/lemon Maintain high bar service standards.
where appropriate, including with softdrinks/ minerals); the
 Coasters to be placed on the bar counter/ table prior to drinks being Collect payment, operate the till register, and deal with
Guest's order is repeated and is served within 5 minutes of
served. various payment methods. Complete end of shift
order being taken.
reconciliations, float counts and complete the required
 Drinks to be served at the appropriate temperature and in the  Coasters are placed in front of Guest before order is control documentation.
correct glasses, with the correct garnishing. served. This is to indicate to other Staff that the order has
 Attentive service when re-ordering drinks, clearing empty bottles/ been taken. Where applicable, a coaster should be used
for the glass and the bottled beverage.
glasses/ emptying ashtrays.
 All drinks are served in correct glasses with appropriate
 Change to be presented in a bill folder, together with the bar docket.
garnishes/ and or accompaniments (i.e. slice of lemon with
Gin and Tonic). Straws are provided where appropriate, on
 To be thanked and wished a “pleasant evening/day” further when request.
leaving the bar area.
 Drinks, other than cocktails, are not pre-iced. Ice to be
served from an ice bucket, not from a drinking glass.
 Where hot beverages are ordered, these are served with a
choice of hot/cold/low fat milk, appropriate holder with white
& brown sugar tubes and Equisweet (Aspartame free)
sweetener. Filter coffee to be served in a pot and to be
placed on the table. Where tea is ordered, the teapot is
filled to 2/3 with boiling water. Appropriate tea bags and
lemon, where requested, are served on a side plate.
 Check glasses are clean and polished before serving the
order. Beer glasses should be chilled.
 Ask the Guest if you may pour the drink for him/ her.
 Bottled drinks/ beverages are poured for the Guest.
 Where applicable, upmarket bar snacks to be served within
2 minutes of serving the drinks. Snacks must be presented
as per Hotels’ standard.

 Ashtrays are emptied and cleaned during bar service

(where smoking is permitted).

© LUXURY HOTELS INTERNATIONAL SOUTH AFRICA (PTY) LTD v1 2020

PROTEA HOTELS BY MARRIOTT GUEST SERVICE JOB AID – FOOD & BEVERAGE – BAR SERVICE Page 2 of 2

FB17: BAR SERVICE: Drinks Service Job Position: Bar Attendant

WHAT THE GUEST EXPECTS (ANTICIPATING GUEST MEETING AND EXCEEDING GUEST EXPECTATIONS WHAT YOU NEED TO BE ABLE TO DO 
EXPECTATIONS) (GUEST SERVICE STANDARD)

 The Guest's drinks are replenished when appropriate

 The Guest’s bill is presented in a bill folder when this is
requested
 Payment accepted, change made and given to Guest
together with till slip or docket in a bill folder

 The Guest is thanked for his/ her patronage when change

is given.

© LUXURY HOTELS INTERNATIONAL SOUTH AFRICA (PTY) LTD v1 2020