Lesson 2 The Role of the Bartender

1. Lesson 2The Role of the Bartender Creating a unique experience for their customers

2. Lesson 2: The Role of the BartenderLesson Overview 2.1 Introduction 2.2 Roles of the bartender 2.3 Best practice procedures 2.4 Job description 2.5 Other beverage service personnel 2.6 Cultural appreciation Conclusion References

3. Lesson 2: The Role of the BartenderAims and Learning Outcomes of the Lesson On completion of this lesson the learner will be expected to be able to; • Explain the attributes and qualifications necessary for the ideal bartender • Apply the appropriate technical knowledge and procedures in the bar • Know how to deal with enquiries in the bar • Explain the importance of the bartender’s job description and cultural appreciation • Explain the roles of beverage service personnel

4. Lesson 2: The Role of the Bartender2.1 Introduction • The public perceptions of bartenders: iconic role in folklore culture (encyclopedic drinks knowledge, sympathetic ear), key master to (wild abandonment and sinful rights of passage). • The bartender professional abilities and personality strongly influence the positive or indeed negative experience of the bar for the customer. • The role of the bartender – to creating that unique experience for their customers which hopefully makes them want to return themselves, with family, friends, business colleagues on an regular basis.

5. Lesson 2: The Role of the Bartender2.2 Roles of the bartender Regan (1993) states that ‘a good bartender has as many faces as a clock’; while Murphy (2007) contends that ‘good bartenders must be able to listen, to talk, to share and to deliver’. Bar owners rank the following attributes and qualifications crucial during the recruitment, interview and trial periods; • Pleasing personality: pleasant and good humored • Education: basic or advanced education commensurate with the bar • Ability to work with other people: able to work with their other colleagues and capable of using their own initiative. • Honesty: in relation to cash, tips, change, requests for free drinks • Punctuality: on time for duty, late arrivals cause a domino effect on service delivery for customers. • Personal appearance: grooming, appearance, clothing (clean and pressed), Chapter 2 Table 2.1 – bartenders personal appearance. • Personal control: controlling emotions, considerate, quiet, courteous, tolerant and have respect for customers and colleagues.

6. Lesson 2: The Role of the Bartender2.2 Roles of the bartender Personality Single most important attribute which bars rank the highest is personality. • Thurstone’s research on personality: highlighted the five major domains of personality openness, conscientiousness, extraversion, agreeableness, and emotional stability. • The bartender’s personality strongly influences the positive or indeed negative experience of the bar for the customer. • Bartenders take their personalities to work with them every day. • It’s their personality which comes into contact with the bars customers which will determine to a great extent the success of the bar and all its products. • This unique experience is sometimes refereed to as ‘the moment of truth’, • Importance of maintaining healthy relationship between bartenders and customers regardless of their socio-economic backgrounds and position in the local community.

7. Lesson 2: The Role of the Bartender2.3 Best practice procedures • Preparation duties: best practices (chapter 2 – p.25) • Customer Service and Taking Orders: best practices (chapter 2 – p. 25) • Dispense and service skills: best practices (chapter 2 – p. 26) • Closing the bar : best practices (chapter 2 – p. 26).

8. Lesson 2: The Role of the Bartender2.4 Job Description • A job description forms the basic requirements of a bartenders employment in the bar. • This is not an exhaustive list and there may be occasions when the bartender will be required to perform duties outside the scope of the job description. • Bonuses, benefits and promotions are usually based on the success of the duties as per job description. • A sample bartenders job description(chapter 2 figure 2.2) is a good starting point to help individuals understand their role as the bartender.

9. Lesson 2: The Role of the Bartender2.4 Job Description (continued) Training and Rewards • Old perceptions of bar work: low quality work requiring little intellect, professionalism was defined in terms of workplace competence, very physical anti social work. • Times have changed:training colleges merged vocational and liberal approaches to assist bartenders to become professional practitioners, safe, capable decision makers, flexible, adaptable, reflective bartenders, able to accept personal and professional responsibility and actively engaged in improving the knowledge base and professionalism of the licensed industry pay. Bar owners will now offer incentives and promotion to bartenders who; • Achieve industry and academic qualifications which will indirectly and directly assist the business (licensed premises, pub groups, foodservices operations, events management) • Contribute to new business for the bar, restaurant or nightclub • Never take sick days (recognizing their lack of absenteeism) • Help to reduce business costs (no matter how small or large the business savings) • Make themselves available to work the most anti-social hours (late nights) or busy sporting and festival weekends .

10. Lesson 2: The Role of the Bartender2.5 Other beverage service personnel Staff plan: bars must have enough staff to cover the full extent of their business and to ensure efficient control and maintenance of order. Shift schedule: full names of staff, their tasks to correspond with staff plan must be available (Valvera, 2010). Staff Duties: can vary according to location size, nature of business, tradition of organization (Brown et al, 1994). Beverage management and service personnel (roles and responsibilities) Food and beverage manager: success of F & B operation, compile F & B menus (in consultation), deliver profit margins, quality levels, staff recruitment, training, decisions on portion sizes, purchasing, F & B products, meetings. Restaurant (food service) manager: day to day restaurant and food service operations of the bar. Staff development, training, duty roasters, maintenance of all policies and procedures. Bar Manager: sourcing, ordering, service of all beverages in bar area, maintain high standards, keep labour costs down. Bar back: (could be trainee or apprentice) assist the bartender to keep stocks up during service. Support pouring service of some drinks, collect glasses, general duties around bar area. Sommelier (wine waiter, beer sommelier): ordering, storing, service of all special beverages in bar & restaurant, excellent knowledge of wine, beer, waters, cocktails and food pairings essential. Head waiter (floor supervisor): dependent of location size, responsible for all service staff in restaurant (food service) area. Waiter:maintaining high level F & B service, taking orders, ensuring company standards followed, timely delivery, clearing tables, maintain clean and safe working environment. Barista: prepare and serve espresso based coffee drinks to high standards, also other non-alcoholic drinks (milk shakes, smoothies, hot chocolate using specialists equipment.

11. Lesson 2: The Role of the Bartender2.6 Cultural appreciation • Working in a bar, you get in touch with people with different backgrounds and different cultures • It is of great importance that you have some knowledge about their different countries. • When receiving foreign customers you might pick up even more information by talking with them. • Everybody can enrich their cultural appreciation by reading papers, watching television and discussions with their customers and colleagues. • Most bars will have cultural appreciation training for staff. • Occasionally you might do something that offends each other or your customers, when this happens, do the commonsense thing, apologize sincerely • Further information: Chapter 6: Customer Care in Bar Operations - Cultural diversity and Intercultural awareness – pp. 96-102 ).

12. Lesson 2: The Role of the BartenderConclusion • The bartender’s professional abilities and their personality strongly influence the experience of the bar for the customer. • The role of the bartender is about creating that unique experience for the customer which makes them want to return • Friendliness, professionalism and contribution to life long learning combined with honesty, punctuality, pleasing personality, good personal appearance, good standard of education, the ability to work with other people, personal control and a commitment to personal development are amongst the crucial attributes and qualifications necessary for the ideal bartender. • The provision of detailed job descriptions and best practice procedures can assist the bartender to recognize their duties and responsibilities in the workplace. • Finally during all relations (contact) with a customer, the ways in which a bartender receives the customer and talks to them are of great fundamental importance for a bartender’s job. • Bartender should base their behavior on common sense and modesty. • The hospitality industry is a people centered business and the choice of becoming a bartender is not just a career decision but also a lifestyle choice.

13. Lesson 2: The Role of the BartenderReferences • Brown. G, Hepner. K and Deegan, A. (1994) Introduction to Food and Beverage Service, England: Pearson Education Ltd. • Cousins, J. and Lillicrap, D. (2010) Essential Food and Beverage Service, London: Hodder Education. • Murphy, J. (2005) ‘Dress to impress, Licensing World, Jemma Publications Ltd: Dublin. • Murphy, J. (2006) ‘Sourcing and Retaining Irish Bar Staff’, Licensing World, Jemma Publications Ltd: Dublin. • Murphy, J. (2007) ‘Bartending as a Career – the Lifestyle Choice’, Licensing World, Dublin, Jemma Publications Ltd: Dublin. • Murphy, J (2009) ‘The Personality Factor’, Licensing World, Dublin, Jemma Publications Ltd: Dublin. • Murphy, J. (2013) Principles and Practices of Bar and Beverage Management, Goodfellow Publishing Ltd, Oxford: England. • Regan, G. (1993) The Bartenders Bible, Harper Torch: US. • Valvera. (2010). National Supervisory Authority for welfare and Health – Alclhol issues in Licensed Premises, Helsinki, Finland, at skirjaamo@valvira.fi [accessed 1/12/12] Web resources • www.barmedia.com USA mixologist newsletter. • www.bartender.com Bartenders magazine. • www.webtender.com Bartending resources. • http://www.artofdrink.com/2007/03/50-signs-you-are-a-bad-bartender.php 50 signs of poor bartending.