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1、BEVERAGE&BARSERVICE曰BeverageService匕BarGuidelinesBEVERAGESERVICESERVICEPROCEDURESFirstrounddrinkordersareatoppriority.Whenguestsareseated,itisourstandardtohaveservedtheirfirstroundofdrinkswithin5minutesregardlessofwhothetableHbelongsto.Thisisanareawherewecanreallydistinguishourselves.Watercanbeserve
2、dtothegueststodiminishtheirbeveragewaittime.Whileservingbeverages,Serversshouldalwaysrememberthefollowing: Writedowndrinkordersusingtheguestnumberingsystem.Thereisnoneedtoskiplinesondrinktickets. Suggestoneortwofeaturedbeveragestotheguestwhenordering.Useupsellingtechniqueswhenavailable. Beveragesare
3、servedfromtherightsideunlesspreventedbyspacelimitationsortableconfigurationoriftheguestobviouslyisdrinkingwithhis/herlefthand. Servebeveragesaccordingtodesignatedstandards,andaskguestsiftheyhaveanyquestionsaboutthemenu. Serveonecreamerpertableuponrequest,filled1/4fullforeachguestpreferringcream. Aut
4、omaticallyrefilldrinkssuchasicedtea,water,andcoffeeatthe3/4emptymarkuntiltheguestsarefinishedwiththeirmainentree.Atthistime,itispropertoaskguestsiftheywouldlikeanotherbeverage.Wedonotchargeforcoffeeortearefills. Fillallglassestotherimwithice.Neveroverfillglassesoruseglassesthatareevenslightlywarm. A
5、lwaysusebevnapsorcoasterswhileservingdrinks.Donotexcessivelychangebevnaps,replacingthemonlywhentheyaresaturatedortorn.Adheretothefollowingguidelines: Placethebevnapinfrontofeachguestashe/sheorders. Putthedrinkdownclosetotheguestandontothecenterofthebevnap. Avoidlettingbevnapsclutterthebar/serviceare
6、a. Donotusebevnapswhenservingbeerorwine. Putonecoasterundertheglasswhenservingbottledbeer. Handleallglassesbythestemorlowerportionoftheglass(awayfromtherimorbowl).Don,tholdtheglassbytherimorputhandsinsideglassesorcups(cleanordirty).Forsafetyorawkwardreaches,glasswaremayrequireafirmergrip,ormovingoth
7、eritems. Whenmorethanoneglassispresentonthetable,theglasstobeusednextisalwaysplacedfarthesttotheright.Thismakesiteasierfortheguesttoreachforanddrinkfromtheglasswithoutspillingorhavingtorearrangethetablesetup.Remember,theideaistoanticipatetheguests,needsandtomakeitaseasyaspossibleforthemtoenjoytheire
8、vening.Alwaysaskpermissionbeforeclearingemptyglasses.Don,tliftglassesorcupsoffthetabletopour.Placetheglassorcup(handlefacingtotheright)inplaceonthetable,andthenpourwiththerighthand.Thisincludescoffeeservice.Mineralwatersarechilledandservedwithouticeunlessotherwiserequestedbytheguest.Thecorrectgarnis
9、hisalimewedgehingedontheglassrim.Watershouldberefilledwhenglassesarehalfempty.Alwaysfacethetableswhilestandingatthebar.Alwaysfaceguestswhileservingthem.Bepositivewhenphrasingservicequestions:MayIgetyouanothercocktailTorWouldyoucareforanotherroundTNeverusenegativephrasingsuchasiiIsthatall?”Placeacock
10、tailnapkininfrontoftheguestswiththelogo,emblem,orwrittenmaterialfacingthem.Calltheguestbynamewheneverpossible.Ifregularpatronsfrequenttheoutlet,remembertheirfavoritebrandorcocktailandhowtheylikeitprepared.Servecocktailsassoonaspossibletoensurequality.Placethepourspoutinthebottlesothatthelabelisturne
11、dtowardguestsseatedatthebar.Thiswillenabletheguesttoseewhatisbeingpoured.Strictlyadheretothehotelpourpolicyinaccordancewiththehotelrecipes.AlwaysprocesstheorderthroughthePOSSystem.Alwaysplacetheguestcheckinfrontoftheguestatthesametimethecocktailisserved.Atalltimes,ensurethatthetableismaintained(i.e.
12、,napkinspickedup,ashtrayscleaned).Ashtraysshallbetoppedwithacleanashtray,removingthefullashtraytoatray,thenreplacingitwiththecleanone.Bealertforminors.Ifthereistheslightestdoubt,requestidentificationandverifyagebeforeserving.Neverarguewithaguest.Refuseservicetoanintoxicatedperson.Thisiseveryassociat
13、esresponsibility.Ifthereisaproblem,calltheManager.Rectifyanyerrorinserviceatonce.Neverattempttocollectforchargesuntiltheguestindicatesthattheyarereadytopayorsignthecheck.Upontheguests,departure,thankthemandinvitethemtoreturn.Alwayswipedownthetableorbarwithadampclothimmediatelyupontheguest,sdeparture
14、.Wipecrumbsfromchairs,replaceashtrays,andreplenishmatches.Tidythefloorifnecessary. Alwaysbecourteousandhelpfultofellowassociates.Thiswillbenoticedandappreciatedbyguests.AlcoholicBeverages Whenanaperitifhasbeenservedwiththeappetizer,theemptyglassesareremovedonlyafterthered(ornext)winefortheentreehasb
15、eenpoured. Ifawhitewineisservedwiththeappetizer,theemptyglassesareremovedonlyafterthered(ornext)winefortheentreehasbeenpoured. Thered(orentree)wineglassesareremovedonlyaftercoffeeisservedorafterdinnerdrinksareserved. Don,tleaveemptycocktailglassesonthetable.Removeonlywiththeguest,spermission.BeerSer
16、vice Forbottledbeerservice,Placethebeerglassonthetableandpourthebeerfortheguestontothesideoftheglass.Filltheglasshalffullandplacethebottleonthetablenexttotheglasswiththelabelfacingtheguest.Alwaysbringafreshglasswhentheguestordersmoreofthesamebeer. Oneofthesecretsinservingaperfectglassofbeeristorinse
17、theglassincold,cleanwaterbeforefilling.Beershallbeservedcoldat37oF(9)usingcoldglasses,orattheappropriatetemperaturebasedonregionalcustoms.Thereisa2oheatriseinanunchilled,rinsed,thinglass,anda4oto50heatriseinarinsedheavyglassormug. Draworpourbeerproperly.Thesizeoftheheadcanbecontrolledbytheangleatwhi
18、chtheglassistiltedatthebeginningofthedraw.Iftheglassisheldstraightandthebeerdropsintothebottomoftheglass,adeepheadoffoamwillresult.Iftheglassistiltedsharply(about900)andthebeerflowsdownthesideoftheglass,theheadoffoamwillbeminimized. Washbeerglasseseachtimetheyareused-unlesstheguestrequeststhatthegla
19、ssberefilled.Propercleaninganddryingcanbeaccomplishedinthreesimplesteps.a. Usedglassesshouldbeemptiedandrinsedwithclearwaterpriortowashing.b. Eachglassshallbewashedonabrushinwatercontainingasolutionofodor-freeandnon-fatcleaningcompoundthatwillthoroughlycleanthesurfaceoftheglassandrinseoffeasilyincle
20、arwater.c. Afterwashing,theglassesshallberinsedinclean,coolwater.Donotdryglasseswithatowel,stackthemonarackoronacorrugatedsurfacewheretheycandrainfreelyandaircancirculateinthem.CocktailsPlacestirsticksbesidethedrinkratherthanintheglass,forsafety. Placedrinkstotheside,notontopofcocktailnapkins. Offer
21、aseconddrinkwhenthefirstcocktailis1/3full.Whenservinganewcocktail,alwaysasktheguesttoremovetheusedcocktailglass,evenifitobviouslylooksempty.Removetheusedcocktailglass,stirsticks,andusedgarnishpieces.Thenservethenewcocktail.WinePresentationService:Courteous,Correct,andQuick Everytablereceivesacleanwi
22、nelist. Ifthepropertyhaswinecards,leaveitonthetableallthetime;forawinelist,makesureit,shandedtoguestsassoonasthey,reseated. Suggestwinesatpricespeoplearecomfortablepaying,nottooexpensivebutnottoocheapeither. Dontmentiontheprice,justpointtothepriceonthelist. Ifrelevant,mentionthatthewinesarearrangedf
23、romlighttofull.BeforeGettingtheBottle Getwineglassesandcarrythemonatraywheneverpossible. Carryaservicetowelfoldedinthirdsandacorkscrew.PresentingtheBottle Makesuetohavetherightbottlebeforegoingtothetable. Presentthebottletothehost(i.e.,theguestwhoorderedit). Showthelabelandsaythenameofthewineandvint
24、age,pointingwithtwofingerstotheinfoonthelabelwhilespeaking. Waituntiltheguestsapprove.OpeningtheBottle Doitonafirmsurfacewiththelabelfacingthehost,ifpossible. Cutthecapsulebelowthebottomlipofthebottlewiththeknifeofthecorkscrew. Putthetrashintoapocket,notontothetableorinthewinebucket.Ifthebottledoesn
25、thaveacapsule,likeaflangetopbottle,justputthecorkscrewrightinwithoutremovingtheseal. Positionthecorkscrewslightlyoff-center,andtotheside,sothatitwillscrewinstraight. Screwthecorkscrewinalmostalltheway.Goingonlyhalfwaywillprobablygethalfacork! Anchortheleveronthebottlelip,holditinplacewithoneotherhan
26、dandliftupgently,pullingthecorkoutalmostalltheway,butnotquite.Rockthecorktherestofthewayout.Don,tpopthecork!PouringfortheHost(i.e.,theguestwhoorderedthewine)andtheTable Wipethebottletopandcasuallypresentthecorktotherightofthehostswineglass. Waittoseeifthehostwantstodoanythingwiththecork,butdon,tmake
27、abigdealofit.Peopledon,thavetodoanythingwiththecorkiftheydon,twantto. Pouratasteforthehost(about1ounces). Afterthehostapproves,serveladiesfirst,thengentlemen,thenhostlast,clockwisearoundthetable. Filltheglass2/3full,orsharethebottleequallyamongtheguestswhoarehavingwineifit,salargetable. Dontrunout”s
28、otheyhavetoorderanotherbottle.That,sthehost,schoice. Removethecorkfromthetableafterservingthehostandsay,ttEnjoyyourwine.” Lastly,storewhitewinesinanicebucketandredsonthetablewiththelabelfacingthehost. Neverputthecorkbackinthebottle.WineProblems Themostcommonproblemwithwineisthatitis“corked“withamust
29、ysmellandtaste,orthatitisoxidizedwhichtastesunpleasantandvinegary Eitherway,don,targue. Apologizeandoffertobringareplacementbottle. Ifthesituationseemsawkward,asktheManagerforhelp.SparklingVVineandChampagneService THEMOSTIMPORTANTISSUEISSAFETY! Pointthebottleawayfromanyoneintheroom-allguestsandco-wo
30、rkers. Dontuseacorkscrew.OpeningSparklingVVineandChampagne Drythebottlewithaservicetowel,ifitiswetfromcondensation,forafirmgP Removethefoilwiththepulltabthat,sthere,orbycuttingitwithacorkscrewblade. Thetrashgoesintoapocket. Holdthebottleata45-degreeangletoopen-awayfrompeople. Loosenthewirecage,holdi
31、ngathumboverthecorktightly. Oncethecageisloose,don,tletgobecausethecorkcouldflyout. Withafirmgrip,turnthecorkoneway,andthebottletheother.Easethecorkout,holdingtightlyaspressurebuildssothecorkdoesn,tpop.Letitoutgentlywitha“coughorhiss.” Wipethetopofthebottlewithaservicetowel. Presentthecork,pouratast
32、e,andservethewineaswithnon-sparklingwine. Putthebottleinanicebucketfilled2/3fullwithwaterandice.WaterServiceWhenaguestrequestswater,itisnotnecessarytoservewatertoalltheguests.Serversshallasktheotherguestsatthistimeiftheywouldalsowishtohavewaterservice.Watershouldbeservedimmediatelyuponrequest.Server
33、sshouldnotwaituntilafterservingdrinksandfoodtoservewater.Serversshouldfollowtheseguidelines:PreparationBeforemealservicebegins: Fillthewaterpitcher1/3withicecubes. Fillthewaterpitchertoapproximately1inchfromthetopwithcoldtapwater. Placewaterpitchersinservicestations. Placeaservicenapkinfoldedinquart
34、ers(bothways)ontopofeachwaterpitcher. Checkallglasswareforspotsorchippingbeforefillingtheglass. Waterglassesmaybepresetonthetable.RefillingaWaterGlassApproachthetablewiththewaterpitcherheldoveranapkintocatchmoisturedrips: Pourfromtheguest,srightsidewiththerighthand.Sometablesaresetagainstwindowsorpl
35、acedincomersandit,snotalwayspossibletodothis.Usejudgment,consideringsafetyandspillage. Holdthewaterpitcherjustabovethewaterglassandcarefullypourthewater.Becarefulnottosplashwaterofftheicecubesandontoguests.Wipethepitchermouthwiththesidetowelwhilepullingitawayfromtheglass. Continuallywipethebaseofthe
36、waterpitchertostopthedripsofmoisturefromfalling. Replenishwaterasnecessary.Whenthewaterglassishalffull,itistimetoreplenish.Theguestshouldnothaveto“flaganassociatedown.Eithertoptheglasswithicewaterorreplacethewarmedwaterwithafreshglassoficewater. Ifguestsaredrinkingwater,thewaterglassesshouldremainon
37、thetablethroughouttheevening(includingifdessertisordered).BottledWaterForallbottledwaterservice,returntotheservicebar,removeanddiscardthebottlecaportop,prepareglasseswithalimewedgegarnish,andbringthemtothetableonatraywiththewaterbottle.Placethewaterglassabovetheguest,sknife.Pourthewater.Placethewate
38、rbottleinawinebucketandlabelthebucketwiththetablenumber.Ifaguestrequestsice,bringafreshglasswithiceonatray,andreplacetheemptyglasswiththeice-filledglass.CoffeeatLunchandDinner Preparethecup,creamer,andsugarinthesidestationonatray. Bringfreshlybrewedcoffeetothetableandservefromtheguest,srightwithther
39、ighthand. Placethecup,shandleatthefouro,clockpositioninrelationtotheguest. Placethecreamerandsugarcaddieonthetable. Fillthecoffeecupat3/4full. Offermorecoffeewhentheguest,scupis1/4full. Donotpickupthecoffeecuptorefill.Makeadjustments,ifneeded,topoursafely.HotTea Pre-heattheteapotbyrinsingitwithhotum
40、water. Placetheteapotontheservicetray. Offerourselectionofwrappedteabags,milkifrequested,or1/8ofalemonifmilkisnotrequested. Filltheteapotwithhotwater,andplaceitonanunderliner.HotChocolate Servehotchocolateinamugorcup. Placewhippedcreamontop,unlesstheguestrequestsnowhippedcream.IcedTea Filltheglasswi
41、thicethenaddfreshlybrewedicedtea. Hinge1/8ofalemonwedgeontheedgeoftheglass. Bringawrappedstrawandanicedteaspoonandplacealongsidetheglass. Neverputtheteaspoonintheglass.MilkService Serveintheappropriateglass. Placeabeveragenapkindownbeforesettingtheglassonthetable.SoftDrinks Serveintheappropriateglas
42、swithcubediceandawrappedstraw. Placeabeveragenapkindownbeforesettingtheglassonthetable.BARGUIDELINESPAYMENTCONSIDERATIONSToensureproperandaccuratepayment,Bartendersshalladheretothefollowingguidelines: Establishtheformofpayment(cashorcredit)atthetimeoftheorder. Determineiftheguestwouldliketoopenataba
43、ndfollowupaccordingly: Iftheguestdoesnotwanttoopenatab,presentandsettlethecheck. Iftheguestwantstoopenatab,theneitheraroomkeyoracreditcardshouldberetrievedfromtheguest.Theroomkeyshouldbenotedonthecheckandascertainwhetherornotthereisa“NoCharge”statusontheroomkey;ifthereisaNCstatus,tactfullyreturnthek
44、eyandrequestanotherformofpayment.Thecreditcardslipshouldbeimprintedandthecardreturnedtotheguest. Neverallowgueststoopenacashtabatanytime. Neverrunatabfrommemory. Keepallguesttabsfacedownneartheguest,nevercarrythemorkeepthemnearthePOS. Redlineallguestchecksordestroychitsafterdispensingdrinks. Keepthe
45、tipjarbeyondarm,sreachofcashregisters. Presenttheguestchecktotheguestandsecurepayment. Callouttheamountreceivedwhenaguestpayswithcashandcountthechangebackfromthetransactionamounttotheamounttendered.MAINTAININGTHESTATIONBartendersshallkeepthebarareacleanatalltimes,includingthebartopandbehindthebar.Th
46、eyshallmonitorandmaintaintherequiredparlevelsforallitems.GlasswareToensurethattheyalwayshaveplentyofglassware,associatesinthebarshall: MonitorthesupplyofglasswarethroughoutthedaytomakecertainthattheymaintainplentyinstockandalertaManagerimmediatelyiftheyrunlow. Alwaysbewatchfulofcracksorchipsinglassw
47、are. Besureglasswareissparklingclean,payingattentiontowaterspottingand/orstreaksthatmaybecausedbythedishmachine.Somesubstances(suchaslipstick)maybehardtoremoveandcanrequireextrascrubbing. Usetheproperglass.Eachdrinkhasaspecificglassinwhichitisserved.IceMaintenanceMostmixeddrinksaremadewithice.Weneed
48、tokeepinmindafewbasicrulesaboutice: Iceshouldbehardandclear.Whenicemachinesareoperatingproperly,theicewillbearound5degreesFahrenheit.Atthistemperature,theiceishardandhasatransparentquality.Icetemperaturecanbemeasuredinthestoragebinoftheicemachinewithathermometer.Keepingthebindoorclosedwillalsohelpmaintainthepropertemperature. Iceshouldbedry.Wheniceismadeandstoredunderproperconditions,
