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Chapter 2 Bar Organization. Bar Manager I n charge of the overall operation of the bar. Bar Captain / Supervisor I n charge of monitoring the staff and the operation. Bartender I n charge of preparing and pouring/ serving the drinks of the guests. Bar Server
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Bar Manager In charge of the overall operation of the bar. Bar Captain / Supervisor In charge of monitoring the staff and the operation. Bartender In charge of preparing and pouring/ serving the drinks of the guests. Bar Server In charge of serving the drinks and foods on tables of guests. Wine Steward / Sommelier In charge of suggesting, selling, and serving the wines to the guests. Bar Receptionist In charge of receiving and entertaining the guests. Cashier In charge of receiving payments of the guests. Bar Back Assists the bartender in the maintenance of cleanliness and the preparations in the bar. Also known as bar helper, bar boy/girl. Barista In charge of preparing coffee beverages in a coffee shop. Barista is the Italian term for bartender.
Requirements to Become a Bartender: • Physical requirements: • Height • Pleasing Personality • Physically Fit • Knowledge and Skills • Mental Ability • Practical Skills • Bartending – the art and science of mixing and serving drinks. • Flairtending – the art of mixing and serving with showmanship or flair. • Organizing – the ability to put things in order. • Mixology – the art and science of creating a concoction or mixed drink.
Socio-Emotional • Social Skill – the ability to deal properly with other people. • Emotional Skill – the ability to control your temper or emotion or the ability to handle pressure. • Communication Skills – the ability to deliver and receive information or messages efficiently. • Behavioral Skills – the ability to follow rules, policies, command, or order properly.
Qualities of a Good Bartender: • Great personality, easy going person, a people person • Good memory • Knowledge of liquors, cocktails, wines and beers • Knowledge of preparing and serving beverages • Team player • Physically fit • Able to work under pressure • Attentive • Cleanliness/ Good Grooming • Good judgment • Service oriented • Honest
Service Steps in Serving Guest(s) in the Bar: • Greeting the guest(s) and preparing them to order • Offering services of the bar to the guest(s) • Preparing order(s) of the guest(s) • Complete the transaction • Checking back the guest in a timely manner • Say farewell and thank you to the guest(s) and welcome them back.
Greeting the Guest(s) and Preparing them to order: • The first thing the bartender should do is to make the guests feel welcome in the same way the bartender make an old friend feel welcome at home. • Smile when guests arrive to the bar and make sure they know you have pleasingly recognized their presence. • If possible, suggest a seat close to others sitting at the bar. • If tables are an option and there are no reservations give them a choice. • The overall focus is to make guests feel as if they are not strangers and should not act as such.
Offering Services of the Bar to the Guest(s): • If guest is now ready to order, smile and ask what he or she or the group would like to order. • In this part, the skill of the bartender is often put to the test. • Some of the guest will deliberately try to test the bartender by requesting a drink that a guest thinks the bartender don’t know yet. • In this case the best thing a bartender can do is to happily tell the guest that the drink shall be made if he or she is glad to instruct in its creation.
Preparing Order(s) of the Guest(s): • The bartender should prepare all drink orders as fast as he could with focus on sanitation, precision, and excellent presentation. • If in case there is some difficulty, the bartender should in his best acknowledge the problem and attempt again. • If the guest is dissatisfied with the result, the bartender should smilingly offer to prepare again the drink to the guest’s specifications free of charge (depending upon the policy of the establishment)
Completing Transaction: • In most “cash” bars, it’s common practice that payment is due upon deliver of service or pay as you order. • In this instance, the bartender should tell the guest the amount of the drink while presenting it an do the transaction by accepting the cash and establishing eye contact with the guest and making changes as fast as possible so as to reduce the amount of time the bartender’s attention is away from the guests. • Change should be placed at the hand of the guest if possible while establishing again an eye contact and declaring how much is the change.
In the instance that a guest wishes to keep a tab/list of orders or guest will pay or settle the bill after serving them or before they leave. There are two ways of handling this. The first is to keep a cash tab for the patron. Usually this is done by recording each drink on a slip of paper by hand and asking the guest to sign it. • The second way is to run a guest’s credit card and charge each drink separately to the electronically stored card number.
Checking Back on Guest(s) in a Timely Manner: • Checking on the guest is a key to bartender success. Several guests may require more than one instance of service and a professional bartender knows this. Most bartenders use a “rounds” approach where they keep mental track of the order of guests they have served and repeat that sequence in their follow-up. • The most simple and effective technique is to simply look at the glasses on the bar table. The guest with the least in his or her glass will probably require service first. But the bartender should also consider the number of drinks that guest already have before offering another drink for its his responsibility to make sure guests are not intoxicated.
Say farewell and thank you the guests and welcome them back: • Farewell to the guests is one of the most important part of good bartending. • Just as every guest should be acknowledged upon their arrival, they should also be well acknowledged upon departure. • The guest should be acknowledged not because they are good tipper but its how a professional bartender should do his job. Good or bad tipper, guest must be given the same treatment. • The guest knows when to tip and how much tip to give depending upon their satisfaction of the service they get.
The most successful professional bartenders learn the names of all their guests and are certain to use them when said guest leave. Doing this will make the guest feel very important. • A sincere “thank you” to the guest is required on her or his departure along with an indication that she or he is always welcome to come again to the bar. • Professional bartenders never display money to a well-tipping guest. Doing this is an act of unprofessionalism.
Bartender Job Description: • Before opening a bar • Get the keys and sign the logbook for reference later on if there is something wrong that happened. • Clean bar counter, tables, and chair and service area in spotless condition. • Clean ash trays, and spaced properly on counters and tables with tent card beside. • Bar tools are cleaned and placed in proper areas. • Ice bins are cleaned and filled up, the same with bar sinks.
Be sure a bottles displayed on the mirror at the back of the bar are wiped clean. • Empty bottles are removed from the under bar. • Waste receptacles are emptied and cleaned, contents are disposed properly. • Juice containers are cleaned and filled. • Supply of linens or cocktail napkins, coasters, and matches or stirrers is in proper display area.
Fruits and garnishes are prepared for the day for fast service. • Bulbs are checked and extra must be on hand to change defective ones. • During day time lights must be adjusted. • Ten to fifteen minutes prior to the opening, everything must be ready and in proper place. • To insure nothing is left unattended. General inspection should be done.
Work flow • Greet the guest when they approach the bar and use their name if you know it. Place a beverage napkin/ coaster on the counter in preparation for serving the drink of the guest. Always acknowledge guest regardless of how busy you are. If you are busy, say something like “I’ll be with you in just a moment sir/mam”. • Take guest’s drink orders. • Prepare drinks of the guest. • Input/encode drink orders in the system.
Charge the amount due. • Give their change. Note: try giving them some small bills, so they could leave you a tip afterwards. • Prepare drinks for bar servers. • Collect empty glasses from the bar. • Wipe the bar table constantly. • Wash glass wares. • Restock anything that you need to avoid delay in the preparation and serving the drinks of the guests.
Before closing the bar • Doors and shelves should be locked to prevent losses. • Glasses, bar tools and equipment are washed and placed in the proper place or area. • Restrooms/washroom areas must be cleaned. • Perishable items must be placed under refrigeration. • Dirty linens and cocktail napkins are counted by tens for every bundle place in proper area.
Bar table is thoroughly wiped and cleaned. • Bar sinks are drained • Waste dumps/ receptacles are checked for burning cigarettes. • Lights are turned off. • Requisitions of supplies for the next day are prepared. • Turn off the air conditioning unit. • Final security check is made. • Return keys and sign the logbook for reference.
Bartender’s Responsibilities: • Check Identification of the Guest • If a person looks below 30 years old, you should check his/her I.D. for proper identification. • When checking an I.D. ask the person to hand it to you. Some people show their I.D. in their wallet; ask them to take it out. You have to touch the I.D. to find out its authentication. • Make sure it’s a valid I.D. It should be a state I.D. or a Driver’s License, a passport or a military I.D. not student’s I.D. • Make sure you look at everything on the I.D. Look for picture, date of birth, height, weight, sex, hair and expiration date.
Use the F.E.A.R. Method • F – Feel the identification for evidence of tampering. • E – Examine the information, such as: picture, date of birth, height, expiration date,etc. • A – Ask questions, such as birth date, zip code, addressetc. • R – Return the identification card.
Never Serve Minors • Never serve minors and always check ID’s for identification. • In the United States, a person has to be 21 years old to purchase alcoholic beverages. • Selling to a minor is a misdemeanor. • In the Philippines, the legal age in serving alcoholic beverage is 18 years old.
What to look for? • Physical signs • Lack of beard growth or underarm hair (boys). • High or changing pitch in voice (boys). • Lack of pelvic or breast development (girls). • “Baby Fat” not consistent with obesity (both). • Look at their Clothing • Clothes or/and accessories favored by young people. • Grooming styles favored by young people. • Behavior Clues • Gathering in groups • Preoccupation with how they appear to others. • Easily embarrassed or humiliated.
Don’t Serve Intoxicated People / Guests • In the US, it is illegal to serve alcohol to intoxicated people and to those known to be alcoholics. If you intoxicate somebody and that person gets into an accident, you could get criminal charges and you might go to jail. • In the Philippines, there is no legal implication in serving intoxicated or intoxicating guest. It is on the decision of the bartender when to stop serving the guests that are intoxicated . • Always look at everybody that comes to your bar. Check for signs of intoxication like loss of coordination, slurred or irregular speech, violent or difficult behavior and disorientation,
Prevent Intoxication • Preventing intoxication is a bartender’s responsibility. • Slowing Down Someone’s Drinking • Remove empty glasses before replacing them with fresh drinks. • Serve water. • Avoid serving pitchers. • Do not pass the tables as often to avoid guest making orders. • Do not bring a drink for one person at another’s request. • Divert attention away from drinking to dancing, pool, watching the TV screen, etc. • Serve food high in protein and fat. They slow the absorption of alcohol. • Don’t serve high salt content foods. They increase thirst and customer’s desire for more drinks.
Refuse Service to Intoxicated People • If an intoxicated person comes to your bar and wants a drink, don’t serve him/her. You have the right to refuse service to an intoxicated person. • Be non-judgmental and non-threatening. Say something like “I’m sorry. I’ve served you as much as I’m allowed.” or “I’m sorry but if I serve you another drink, I could lose my job.” • Inform other bartenders not to serve that person. • Never change your mind when you cut somebody off.
Bartender’s Preparation for Service • Personal Appearance • Body Cleanliness – take a warm cleansing bath daily. Use body deodorant daily and change under garment frequently. • Posture – when standing and walking, hold the body erect with shoulder and head back, chest up and abdomen flat. • Skin – a good complexion is based on good health and require proper food, plenty of sleep and regular exercise. • Hair – hair is clean, free from dandruff, odorless and must be glossy in appearance.
Hands and Nails – wash hands and nails frequently and always before leaving the restroom or before and after preparation. • Teeth – brush teeth carefully at least twice a day, in the morning and in the evening. • Feet – keep the feet clean and toenails trimmed. • Shoes – shoes are attractive, carefully fitted, have plenty of toe room to take the foot in motion. • Socks and stockings – wear clean socks and stockings daily. • Uniform – uniform must be well fit, not too loose or too tight, clean and well pressed. • Jewelry – don’t wear jewelry with uniform except, watch or wedding ring.
For women only • Wear well fit garments for good appearance and health posture. • Apply cosmetics moderately and neatly. • Avoid bad habits • Fusing with face, hair, neck, and picking at skin blemishes while on duty. • Using handkerchief in the dining room unless necessary. • Sneezing or coughing carelessly. • Chewing gum or eating candy. • Combing in the dining room, kitchen or in the pantry. • Carrying a service cloth under your arm. • Counting tips or playing with pocket coins.
Hand washing steps • Wet hands with warm water to melt the soap. • Apply soap to produce lather. • Rub for 10-20 seconds to remove 80% of germs. • Rinse away germs. • Dry hands with paper towel. • Turn off tap with paper towel.
Rules Bartender’s Should Consider and Apply: • After serving drink, step backward or move away instead of listening to their conversation unless directly addressed to you. It’s very unprofessional to participate in guests’ conversation unless you are asked to in a particular topic. • Have a good memory for the faces, names and tastes of your guests and greet them pleasantly from the time they arrive up to the time they leave the place.
Handle complaints courteously and do actions immediately. • Never hurry a guest or that you are impatient to her/him. • If you are to answer a telephone call at the bar do so quickly. • Be cooperative and friendly with your co-employee. • You are not a professional bartender unless you fill the glasses with the right amount or height, and not have a drop of left over in your mixer.
As soon as you finish preparing a drink, put the tools and bottle back in their proper places no matter how busy you are. • Standard recipes must be followed to avoid inconsistencies of service. If you have regular guest, learn his likes and dislikes. • Cocktails that are shaken must be shaken briskly but not too long. • When serving and mixing the drinks in front of the customers, show your tricks by putting the glass on the top of the counter or on the rail with showmanship. • Do not serve drinks in glass that is newly empties. Always use a new one.
General Instructions for Bartenders: • A bartender should always use a jigger when pouring and serving the drinks. It depends also on the policy or standard practice in a particular bar. Some are using free pouring, but bartender must be able to master the technique on how to do free pouring without sacrificing the quality of the drink. • He always punched the bill after serving the drinks to ensure proper control.
Bar counter bill must be made as soon as the drink has been served and faced down or hang on the counter in front of the guest. • The guest must always be served with the brands he likes best. • For order of the guest which brand is not specified, the bartender should always use the pouring or well brands. • Full bottle sales should be reported with bottle slips and forwarded to the sales control to the following day for proper recording and inventory. • He always empties the bottle entirely to avoid any shortage during inventory taking. • Par stock should always be maintained at all times by the bartender.
