Bar Manual Ircv1 - Trainee
Bar Manual Ircv1 - Trainee
(Traineeversion)
IRCV1
Contents
Index
2 Week Training Programme
Introduction
Job descriptions
P2
P3
P4
P5+6
P8
P9
P11
P12
P13-15
P17
P17
P18
P18
P19
P20
P22
P24
P25
P26
P27
P28
P29
P30
P30
P32
P33
P34
P35
P38
P39
P41-42
Mystery Diner
Knowing your products
Coffees
P43
P44-51
P52-59
DAY 2
DAY 3
DAY 4
DAY 5
Wednesday
Thursday
Friday
Saturday
Sunday
INDUCTION DAY
DRINKS RUNNING
BAR BACK
BAR BACK
BAR BACK
BAR - FOLLOW
9-3 5-cl
12-3 5-cl
11am 10pm
5-cl
10am 5pm
Company Induction with
Manager
Core Handbook Issued
Ref day one checklist
(Page 33)
Bar Training Manual
issued
Jigger/Pour test
Jigger/Pour test
Bar set up
Bar set up
Attend briefing
Ref. section 4
Procedures, Methods
and Equipment
Jigger/Pour test
Jigger/Pour test
Bottle touching
Bar set up
Buddied with
experienced member of
staff
Ref. Section 3 Service
and cleaning standards
Go through cleaning
audit (Manual 26-27)
Introduction to bottle
touching
Guest recognition
know your guests
Bottle touching
DAY 2
DAY 3
DAY 4
DAY 5
Monday
Thursday
Friday
Saturday
Sunday
BAR - FOLLOW
10 min overview and debrief with
manager
(Choose appropriate time)
3pm - cl
BAR- FOLLOWED
10 min overview and debrief
with manager
(Choose appropriate time)
4pm - cl
BAR - FOLLOWED
BAR - FOLLOWED
BAR - FOLLOWED
10am 5pm
5pm - cl
12 4pm
Jigger/Pour test
Jigger/Pour test
Jigger/Pour test
Jigger/Pour test
Bottle Touching
Bottle Touching
Bottle Touching
Bottle Touching
Bar breakdown
Watch handover
Stocking up, evening
prep etc.
Handover/Breakdown
Selling techniques
(Manual P25)
Service observation to
be done by manager
and feedback given
Introduction in Brief
IRC was formed in 2004, we have 33 restaurants 22 of these are Piccolino, 8 Restaurant Bar and Grill, 2
Bank and 1 Zinc Bar and Grill, most can be found in city, suburban and rural areas and have sophisticated
and high quality fit outs. IRC prides itself on our eclectic menus and has a huge emphasis on quality and
fresh ingredients. Menu and service consistency is of high importance in both front and back of house.
When hiring new employees we look for people with a passion for food, hospitality and a desire to learn.
We have a huge focus on training and development and there are opportunities for promotion. Personality
and passion are what drive our company forward.
Our restaurants provide a high standard of service we are professional, fluid and fun with excellent product
knowledge. Our aim is to wow and delight our guests.
Res V5
Res V5 is the booking system that we use within our company. During the course of your training you will
spend some time with the reception team learning how to use the RES 5 system and receive training on
reception procedures. It is required that every member of front of house staff knows how to answer the
phone and take a booking appropriately. Please refer to the RES 5/Reception training manual
JOB DESCRIPTION
Position:
Responsible to:
Role:
Bartender
General Manager, Bar Manager and Management team
To produce and deliver drinks that meet with the company requirements and ensure
that the service you provide meets with service standards expected.
Responsibilities
To ensure that a friendly, efficient, courteous and consistently high service is provided at all times.
To ensure that you NEVER say NO to a guest unless their request is illegal!
To keep the bar and storage areas clean to meet with company standards
To have a good working relationship with your colleagues in all departments, maintaining high levels
of communication, team work and respect at all times.
To be able to prepare and present all hot and cold beverage items
To have good knowledge of drink ingredients and be able to explain them to a guest with
confidence
To understand your responsibility in relation to Health and Safety, Food Safety and Fire Safety (both
statutory and Company).
Signed: .
(Employee)
Signed: ..
(Line Manager)
JOB DESCRIPTION
Position:
Responsible to:
Role:
Bar Back
General Manager, Bar Manager and Management team
To ensure you are efficient and productive in your duties and that you provide support
to the bartenders and bar manager to meet company service standards
Responsibilities
To maintain stock levels on the bar, ensuring the stock in fridges are rotated (first in first out)
To ensure the cellar is kept tidy and stock in cellar is used on a rotational basis
To clean and put glassware away rotationally (hot glasses at back and cold glasses at front)
To ensure that the glass wash/dispense area is kept clean and tidy at all times
To ensure the glass washer is clean and thoroughly broken down and the surrounding area is
Spotless at the end of the night
To ensure all fridges are fully re-stocked at the end of the night.
To be aware of and ensure we comply with all Fire, Health & Hygiene and Safety Regulations
To undertake additional duties and projects as assigned by the Bar Manager, General Manager.
Signed: .
(Employee)
Signed: ..
(Line Manager)
Section One
Responsible Bar Tending
Responsible Bartending
In this section we look at signs to recognise drunkenness and practical tips to help your guests enjoy their
night responsibly.
People are becoming more aware of what they are drinking, but with mixed drinks and cocktails it can be
harder to for guests to keep track of exactly how much alcohol is in each drink. That puts more
responsibility on you to be able to keep your guest informed, so always be ready to tell guests how many
units are in each drink.
So we will show you the easy way to work out the number of units in your own creations. Although every
individual has to be responsible for their own behaviour, in licensed premises ultimately you are in charge
and accountable for a guests conduct. So use these hints and tips to help ensure that you and your guests
have a great time:
KNOW WHAT YOU ARE POURING: Be aware of the strength of each Ingredient in your cocktails and
mixed drinks. If free pouring, be aware of how many measures of each Ingredient are in the drink;
otherwise use a measure.
This doesnt just help you to know how much alcohol is in the drink; it also ensures the right balance to
achieve to most delicious cocktail.
OFFER SOFT DRINKS OR WATER: Help your guests to keep hydrated, and pace their consumption of
alcohol.
ENCOURAGE EATING: Apart from the obvious fact that we would like drive sales by encouraging people
to dine in our restaurants, the action of digesting food helps slow the absorption of alcohol.
TAXI: Make sure your guests are not tempted to drink and drive.
What is Alcohol?
Alcohol is obtained from the natural reaction of yeasts on sugars. Yeasts are strains of single cell fungus,
which secrete enzymes to convert sugar into alcohol (fermentation). Not all alcohol is suitable for drinking,
but has a variety of uses from industrial chemical to cosmetics.
Ethanol (ethyl alcohol) is the only alcohol safe for consumption, and its the same alcoholic drinks, from
advocaat to whisky. Sugars for the production of alcohol are obtained from a variety of raw material,
including cereal such as barley, wheat and maize; fruit; including grapes, apples, berries and plant matter;
sugar for rum and agave for Tequila.
Its very important that we are able to correctly inform our guests about the number of units in each drink
and how long it takes for units of alcohol to be broken down by the body. Please discuss this in further
detail with you bar managers.
Pleasecompletethesentencesbelow:
Itisillegaltoservealcohol_________________________________________________________________
Itisillegaltoallow_______________________________________________________________________
Itisillegaltoservecustomers______________________________________________________________
Itisillegaltoserve_______________________________________________________________________
10
Challenge 21
If a guest look younger than 21 please ask for proof of ID, as clearly stated above it is illegal to
serve anyone under the age of 18.
The only ID documents you should accept are:
If you do ask someone for ID please record on our Epos till system:
Go into the bar screen then into beers and press challenge 21.
Pressthisbuttonto
recordyouhave
askedaguestforID
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Beer
Spirits
_______________________
_________________________
_____________________
_______________________
_________________________
_____________________
_______________________
_________________________
_____________________
It is important that you serve drinks to these measures according to the Weights and Measures Act 1985.
Please ensure you read the relevant legislation from this Act and sign document to say you have been
trained and understand what is required.
12
NOTES:
13
TIME MANAGEMENT- Time management is key with multi-serving. You can develop your multiservice
skills by taking large orders and preparing all of your drinks at once. This will help you to learn to take two
or more orders from guests at once and prepare the drinks as one order.
In order to develop this skill you need to get into the habit of firstly preparing your glassware. Making drink
in the most efficient order in terms of preparation, time scale and making similar or the same drinks in one
go.
For example- A guest orders; 1 Guinness
1 Cosmopolitan
1 Gin and Tonic
1 Gin and Orange
1)
2)
3)
4)
5)
6)
7)
8)
9)
SHOWMANSHIP- a bartender at work is on stage. How you present yourself, the way you speak, and even
how you move are all attributes of showmanship. Your style behind the bar can create an impressive
spectacle. Guests will be entertained by your conduct, how to produce your drinks and how much pride you
take in your work.
CUSTOMER AWARENESS- This is being conscious of the physical moves of your customers at all times,
enabling you to offer extra ordinary service, it is a bartenders sixth sense. Being aware of your customers
helps you manage your time and increases the fluency and quality of service.
NOTES:
14
WOWING THE GUEST IRC prides itself in going the extra mile to WOW our guests in order to ensure
loyalty and return visits.
Pleasegiveanexamplebelowofhowyouwouldwowaguest?
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
FOLLOW UP- after sales service demonstrates the time, effort and care that you have taken in producing a
guests drink. Simply enquiring to whether or not the drink has been well received will often exceed
expectations. This helps to cement customer satisfaction and will further enhance your professionalism and
relationship with the guest.
FAREWELL A well-expressed farewell will serve to compliment and complete your guests experience. It
will also highlight that their custom has been appreciated. Always leave a lasting impression and
remember, A happy customer = a happy tip jar!
Considering all the above factors will help you to create a memorable and enjoyable visit for every guest
you serve.
NOTES:
15
Section 2
You, the team and your guests
16
Uniform
It is always important to keep your uniform clean and pressed at all times (see hygiene section)
Tools of the trade are obviously a very important part of your uniform;
Whattoolsshouldyoucomepreparedwithreadyforyourshift?
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_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
Time keeping is a very important part of being a bartender; this is why it is necessary to be on the bar ten
minutes before your shift is due to start. Handovers need to be done properly, set ups checked and you
dont want to come rushing on to the bar two minutes before you are meant to start. Give yourself enough
time to prepare yourself for your shift or this could lead to disciplinary action.
Awareness
Control is also about awareness of your environment and colleagues. As well as preventing accidents and
mistakes, good team awareness means that guests will feel more at ease by getting served quickly and in
the right order.
Being aware of your environment is critical in delivering and maintaining quality service, especially during
busy periods.
Keeping your head up and maintaining eye contact, will evoke an air of being in control, and
facilitates patience at a busy bar.
Acknowledge customers and use physical gestures it is important to encouraging people to feel
accepted and to emphasise acknowledgement.
Always let waiting customers know where you are at by informing them youll be right with them.
This installs customer patience and confidence.
17
Reading Guests
Each guest has individual tastes and requirement. Your ability to understand what it is that they desire
allows you to personalise your service. Heighten the guests experience by;
If you can recall the favourite drink of a guest you can up sell more effectively for example; A Jack Daniels
and coke for a Jack Daniels single barrel and coke
Any information you gather in guests remembers to pass it onto your reception team so that we can add it
to their customer message on our Res V5 database so we can Wow them in the future by having their
favourite drinks ready on arrival.
Pleasewritebelowregularguestsnamesandtheirpreferreddrinkstoreferbacktoinfuture:
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
Working as a Team
It is of upmost importance that as a bartender you can work well within your team. A bartender should be
versatile and be just as willing to wash glasses as well as work on the busiest station behind the bar. A
bartender should realise that contributing towards set ups and breakdowns is just as necessary as making
exciting and fantastic cocktails. Always remember that a team is only as strong as its weakest member, if
youre not pulling your weight this will reflect on the bar team as a whole.
Never forget how important you are in the bigger picture, working as a team and helping each other
automatically ensures that youre bar runs more smoothly and every customer is looked after to the highest
extent.
Ensure youre early, at least ten minutes before your shift is due to start. If you arrive late
your colleague finishes late
Always turn up to work with all your equipment
Leave the bar how you would expect to find it, clean as you go
It is of the upmost importance that all set ups/breakdowns are done to a very high standard.
Use the set up sheets provided.
There are always jobs to be done, do not spend any downtime standing around or chatting.
A time to lean is a time to clean
Bar calls are useful and professional ways to communicate with other members of your team
quickly and efficiently learn them!
18
Pleasewritebelowwhateachofthebarcallsmean:
50=________________________________________________________
68=________________________________________________________
86=________________________________________________________
100=_______________________________________________________
200=_______________________________________________________
300=_______________________________________________________
400=_______________________________________________________
450=_______________________________________________________
600=_______________________________________________________
700=_______________________________________________________
740=_______________________________________________________
900=_______________________________________________________
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When accepting an order, establish the best way of processing drinks, ensure to avoid double trips
to the fridges and back bar. Ask yourself What drinks share common ingredients? or how shall I
ensure I am using two bottles to maximize my speed?
Speed of service revolves around excellent organization and a keen approach to preparation. When
setting up your station ensure that you have everything possible prepared that will maximize drinkmaking efficiency.
Failing to prepare is preparing to fail
Prior planning and preparation prevents piss poor performance. 7Ps
Learn the basics first as it is part of the art of polishing basic skills that will enable you to become a
highly efficient bar tender, with the confidence to serve multiple customers at the same time at a
busy bar.
Always ensure that you have the complete order from the guest. Time management is the key, so
always follow their order with the question, Anything else? To minimize delays and to ascertain
whether you can take on an additional order from the next guest.
Depending on the order, we encourage including the next guest in the same service to maximize
economies of speed at a busy bar.
If the first customer asks for two beers and vodka and coke this should be followed by taking an
additional order from the next customer again. Repeat the process until you have taken the last
number of orders that you are comfortable with.
Always place bev naps down in front of customers. This lets your guest know that they are next and
it lets your team mates know that this guest is being looked after.
Prepare glassware immediately, this reassures the customers in the knowledge that their drink is
being made and gives you a prompt so that you can process large multiple orders.
Treat multiple customer orders as one large service check and give commentary in order to put your
guest at ease and assure them that their drinks are being made. Call drinks down the bar to
another member of the team if needed.
Generally you will start on the drinks that take the longest to make but bear in mind common
sense always prevails!
Till visits after taking payment from multiple rounds can be simplified by taking money in a clockwise
order and returning in the same motion to give change.
Remember to clean as you go, your drink is not finished until your equipment is clean and you are
ready to make your next cocktails.
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Section 3
Service and Cleaning Standards
21
Service Standards
The first rule of the Individual restaurant company is that customers do not exist, they are all guests, treat
your guests as if they were in your home, they are the most Important people you walk into your
establishment.
Guests journey:
As soon as guests walk through the door they should be acknowledged, it should not matter how busy you
are!! There are different ways that you can do this. Using your tools at hand:
Bev nap
Eye contact
Saying Hello/Welcome
These things can buy you time, and shows the guest that you have seen them, which in turn shows them
that as soon as they walk through the door they are being looked after.
It is important that you know how to read your guests, for example realise the difference between a guest
on a one hour lunch break on a Thursday, and that of a guest on Saturday evening.
EYE CONTACT- It is important that you keep your head up whilst you are bartending. A bartender should
always be aware of his/her surroundings. As soon as a guest enters the bar it is important that you
acknowledge and make eye contact with them, this assures the guest that you know that they are there.
BEV NAP- The bev-nap works in two ways. One lets the customer know that theyve been acknowledged
and that you know that they are waiting to be served and two lets your fellow bartenders know that you are
attending to that particular guest.
SAYING HELLO/WELCOME Seems self explanatory but silent service isnt an option, we are there to
communicate with our guests through conversation so a simple hello and welcome will go a long way.
Varying your greeting to each guest makes it less monotonous and more personal and always deliver it
with sincerity, be natural, smile and above exude confidence.
Guest recognition is a very important element to our business; it shows the guest that we care and makes
their journey more personal and enjoyable. Our guests like to be made to feel Important, and it is always
great to offer regular guests their usual drink of choice. For new guests it is always nice to make
recommendations.
Always try to take the order in one go and repeat it back to the guest, if it aids you put the order into the till
at once.
If you forget the order always check back and remember if your multi serving that the guest that is waiting
to pay is your priority.
ALWAYS ASK IF YOUR GUEST IS DINING OR IF THEY WOULD LIKE TO RUN A TAB.
Remember - attitude is everything. This is done by appearing friendly, positive and professional at all times.
It is important to remember that you are on a stage and your guests can see everything.
Guests dont interrupt your work; they are the reason for it. You depend on their custom as much as they
depend on your service.
22
Chat to your guests, not your colleagues, never forgets to be a good listener, but never eavesdrop. Always
remember your boundaries no matter how friendly you get with your guest.
What4thingsshouldyouavoidtalkingaboutwithguests?
S_________________________________________________________________________
D________________________________________________________________________
R_________________________________________________________________________
R_________________________________________________________________________
All these topics can lead to someone being easily offended and or cause a lot of trouble for you, so stay
clear of them.
Ensure you follow every purchase at the bar with a Thank you or Enjoy.
23
Table Numbers
Every restaurant is laid out differently and learning the table numbers and bar position numbers in your
restaurant is something you need to do ASAP
Pleaseaskforacopyofthetableplanforyourrestaurantandstickinbelow:
TABLE
PLAN
24
Complaint Handling
From time to time complaints do arise. Its important to deal with complaints calmly and professionally.
Listen carefully, try to understand why the guest is upset and always try to understand the cause of the
problem.
Thank the customer for taking the time for bringing the problem to your attention, and if you feel that it is a
problem that you can solve yourself then go ahead!!
For example:
Someone has taken my pint Apologise and offer to replace the pint at no cost.
Theres a fly in my drink Apologise and replace the drink at no cost.
However, if you feel that it is a problem you are unable to solve, apologise, and ask them to wait while you
locate you manager. Always remember every complaint no matter how trivial should always be reported to
a manager, even if you have rectified the complaint.
EVERY COMPAINT IS SERIOUS BECAUSE IT DEMONSTRATES AN AREA WHERE WE HAVE
FALLEN SHORT OF GUESTS EXPECTATIONS. THE OLD SAYING STILL STANDS THAT THE GUEST
IS ALWAYS RIGHT AND THAT WE WANT EVERY GUEST TO LEAVE A HAPPY GUEST.
When dealing with the problem you should always follow the APOLOGISE procedure.
Complaint Scenarios
Thereare2complaintscenariosbelow,pleasewriteunderneathhowyouwoulddealwiththemto
Wowourguestsandensuretheirreturninthefuture:
1. A guest comes to the bar and complains that their beer is warm, how would you
deal with it?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
2. You spill or drop wine offer one of your guests What do you do?
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
25
3 Types of Selling
Why do we up sell?
The first reason and most important is by using your product knowledge coupled with effective
selling techniques you will enhance the guests experience
You, yourself will make more money through higher tips
It also means that IRC will increase sales, which is then re invested back into the company allowing
us to invest more in you by creating career opportunities
Belowarethe3differenttechniquestoupselling,pleasewriteunderneatheachwhat
theymean:
Suggestive Selling
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Up selling
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Proactive Selling
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
Remember; try not to come across as being pushy. Read your guests and be subtle about your up
sell.
26
Cleaning Standards
Cleaning is an integral aspect of IRC. Standards are kept high within all departments and these
are assessed and monitored through different means. For example departmental cleaning rotas,
management checks and the monthly cleaning audit inspections.
It is essential that high cleaning standards are met in all departments as we produce food and
drink for the public. If these standards are not kept it will repercussions on the business.
The main reasons for such a strict cleaning regime are as follows:
Cleaning is the responsibility of everyone who works for IRC from Paragon, FOH staff, BOH
staff and senior management.
On the next page is an example copy of a cleaning checklist for the Bar that covers all the points
the auditors will mark you on each month
NOTES:
27
Jan
Jan
Jan
Jan
Jan
Jan
Jan
28
Hygiene
As you are a bartender imagine you are on a stage, you are constantly in the lime light of guests.
KEEP YOUR APPEARANCE TO A VERY HIGH STANDARD
For health and safety reasons and in order portray a professional environment it is important to always
follow the following requirements on personal presentation for all levels of staff.
NOTES:
29
Front of House
Always ensure that the front of house bar area is kept to our very high standard of cleanliness and
presentation after all this is where your guests will be enjoying their drinks, if this area is untidy what does it
say about the rest of the bar.
It is important that the front of house is aesthetically pleasing for example:
o
o
o
o
o
o
o
o
NOTES:
30
Section 4
Procedures, Methods and Equipment
31
Stock Control
Every product on the bar has cost the company money to purchase, whether its a lime or a bottle of
champagne all stock needs to be controlled and accounted for. There are systems in place to control this
stock and its important that these are followed to ensure that the GP targets (Gross Profit margins) are
met.
All the stock on the bar will be counted on a regular basis and to ensure that there is minimal variance all
products served over the bar need to be entered through EPOS (see separate section on EPOS). All
drinks going to tables need to have a check (therefore have been ordered through EPOS). Any stock that
is not being entered into EPOS but is leaving the bar for another reason needs to be properly recorded.
The reasons that stock could leave the bar other than being entered into EPOS are:
1. Wastage/Spillage It is inevitable that drinks will either be dropped, spilt, made incorrectly or by
mistake. Its important to keep this to a minimum but its just as important to properly record all of
these drinks on the wastage sheets that youre bar managers will provide.
2. Transfers You will notice on a regular basis that the kitchen will ask for certain products to use in
cooking (amaretto, lemoncello, etc...) This must be recoded correctly on the kitchen transfer sheets.
There may also be times that other IRC sites transfer stock to/from your site, this must also be
recorded on the transfer sheets so that the bar manager can arrange to transfer the stock on the
system.
32
3. Staff Drinks staff are allowed to drink cordial with water or soda throughout their shifts as well as
coffee & tea. At the discretion of the manager they may also from time to time be given staff
beers/wine, usually on a weekend or after a particularly busy shift. This must also be recorded on
the transfer sheets with staff drinks written next to it.
Comps/Voids
At the discretion of management drinks will sometimes be given to a guest complimentary. This could be
for a whole host of reasons such as birthday, regular, complaint etc... This will normally be done by
entering the drinks into EPOS and the manager comping off the drinks with their code. Please note that
only a manager has the authority to dispense complimentary drinks. Should you have any questions on
this point please discuss with your Bar manager to GM.
Sometimes drinks will need to be voided from an EPOS bill, this again can only be done by a manager.
Please remember that something should be voided ONLY if we can resell it (for example a bottle of wine
that has not been opened), if the product can no longer be used it must be comp'd off by a manager.
Its your responsibility to look after the companys stock. If you see stock being given away or wasted
without good reason you must inform a manager. You must also do to best to ensure that you have
minimal wastage at all times by only preparing what is required for that particular shift. You should ensure
that stock is rotated so that anything nearing its sell by date is used before it reaches that date.
Please note that the giving away of drinks without the permission of a manager is considered to be theft
and is therefore gross misconduct. This is punishable by termination and perhaps the involvement of the
police.
NOTES:
33
Ice
Always ensure that your ice is topped up and that there is never any fruit, bottles, and bottle tops
contaminating the Ice.
2.
Crushed ice
As with normal ice, always ensure that there is no contamination and that Ice is always topped up.
3.
Chilled wines
It is Important to ensure that your house whites/ roses and sparkling wines are at hand and chilled in your
station. fill this area with Ice first!!
4.
Always ensure that all your fruit juices are fresh at the start of every shift.
Ensure that your store and pours are clean and that old juice is not topped up with fresh juice. Ensure that
you have sufficient lemon and lime juice prepped for you shift.
Colour codes
Orange orange/white
Cranberry red
Pomegranate red and black
Tomato juice red and green
Apple green
Grapefruit yellow and green
Pineapple blue
Lemon juice yellow
Lime juice green/black or black
5. Chopped fruit
Lemons and limes should be prepped at the start of the shift and checked for the freshness throughout the
shift. Oranges can be prepped also if needed.
It is important that you always have enough lemons and limes in back up for busy nights and the containers
on the bar are always topped up.
6.
Red wines
All house red wines should be close to hand; you must ensure that they are all suitable for sale.
34
7.
Bar caddy
Ensure that the bar caddy is regularly cleaned and back up disposables are kept on the bar.
8.
Bar tools
It is very important that before the start of service you ensure that all your equipment is present, clean and
in working order.
If any equipment is missing or broken report it to your manager so it can be replaced as soon as possible.
9.
Soft fruit
Raspberries
Strawberries
Blackberries
Blueberries( if used)
Mint
It is of high importance that all soft fruit is checked and rotated at the start of every shift. Soft fruit must be
fresh!
10. Condiments
Bitters
Salt
Pepper
Sugar
Agave syrup
Honey
Celery salt
Worchester sauce
Chilli flakes
Coffee beans
Cherries
Olives
Pickled onions
These must all be present at the start of your shift and be replenished when needed.
35
NOTES:
36
Equipment
Boston Glass - This is used to mix all drinks in. All the ingredients from stirred,
shaken and muddled cocktails are initially put together in the Boston glass.
Boston Tin - Connects with the Boston glass in order to form the more
commonly used cocktail shaker.
Muddler - The Muddler is used to break down ingredients in the bottom of the
Boston glass e.g. limes.
Hawthorn Strainer - The hawthorn strainer is used with the Boston tin. After
shaking your cocktail and separating the shaker the hawthorn strainer sits on
top of the tin preventing any ice and fruit from getting into your glass.
Julep strainer - The Julep strainer works with the Boston glass and is more
commonly associated with stirred drinks. The julep strainer fits snug on the
Boston glass and prevents any ice from going into the final drinking glass.
37
Bar knife -The bar knife is used for preparing garnishes and chopping fruit.
Bar spoon - The bar spoon is used for a number of things, the spoon holds
5ml of liquid so is often used for measuring. It is also used for stirring spirit
based drinks and can also be used for schmudddling Mojitos and other
crushed ice based drinks.
Fine Strainer The fine strainer is used with either tin and hawthorn or
glass and julep to catch any small bits of fruit or ice that you do not want in
your final drinking glass.
Which Fruit?
Pleasefillinthefruitgridbelowindicatingwhatthecorrectfruitforeachspiritandmixeris:
Coke
DietCoke
OJ
Cranberry
Tomato
Pineapple
Pomegranate
Grapefruit
Tonic
GingerAle
BitterLemon
GingerBeer
Vodka
Gin
MineralWater
Rum
Whiskey
Tequila
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Glassware
Please write next to each glass what drink/s it is used for:
39
CARAFFE = __________________________________________________
40
Cocktail Methods
Muddle
Example Caipirinha
Muddling is a technique used to break up ingredients within a cocktail in order to extract their full flavour.
For example, muddling a lime would release all of the flavours found in the fruit, the skin and the pith.
Muddling can be done in combination with other techniques such as build, swizzle or stir. It is most
common for muddled drinks to be shaken.
1.
2.
3.
4.
5.
6.
7.
Schmuddling
Example Mojito or Caipirinha
Schmuddling is a method that is used is many drinks good examples can be seen in the Mojito or
Caiprinha. The idea of schmuddling is to churn the ingredients of the drink with crushed ice in order to mix,
chill and dilute the drink.
A bar spoon would be used to schmuddle.
Built
Example Any built cocktail
An extremely flexible method that gives an added dimension to a drink, it allows you to mix and match
flavours between spirit, mixers and one or two liqueurs.
Method
1.
2.
3.
4.
5.
6.
7.
Take a clean highball glass and fill it with fresh, solid ice cubes
Squeeze in a wedge of fruit and drop it into the glass (can be more than one piece of fruit)
Pour in your measure of chosen spirit
Add your chosen liqueur or cordial
Top with fresh mixer
Stir for three to five seconds
Serve
41
Stir
Examples- Martini, Manhattan, Sazarac, Old fashioned
Stirring is used for some of the worlds most famous and sophisticated cocktails. Like shaking, stirring with
ice is done to chill, dilute and mix the drink. This ensures consistency with temperature and flavour
throughout. Drinks containing only alcohol are more commonly stirred, drinks containing juices and syrups
are shaken or swizzled in order to combine all the ingredients and create balance.
1. Fill a clean mixing glass with fresh solid ice cubes
2. Add ingredients
3. Treating the ice a one whole cube take your bar spoon and stir gently from the top
4. Ensure the Boston glass is always full to the top with ice
5. This ensures that the ice does not get chipped and no unnecessary dilution takes place
6. Stir to taste
7. Place a julep strainer over the top
8. Strain into a pre -prepared glass
9. Garnish
10. Serve
Shaken
Example Cosmopolitan, Daiquiri
Cocktails are shaken to chill and dilute the drink. So shake them hard.
1.
2.
3.
4.
5.
6.
7.
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Mystery Diner
Mystery Diner is our way of Monitoring service, on the bar you are marked on certain key areas.
PleasefillintheflowdiagrambelowwiththeMysteryDinerpointsrequiredofabartenderinorderto
score100%
Finally...
43
Youcannotmixwhatyoudonotunderstand
Youcannotsellwhatyoudonotknow
VODKA
THE ORIGINS OF VODKA
The origin of vodka has long been disputed been Russia and Poland, both of which claiming this fantastic
innovation as their own. Each offers an explanation of the derivation of the word vodka.
The Russians claim the name evolved from the phrase Zhiznennia Voda, meaning water of life
The Polish story is somewhat different, claiming the name vodka evolved from the word Wdka
(sounds fair enough) which can be traced back to the early 14th Century
BASE INGREDIENTS
Vodka is a clear spirit that can be produced from anything containing starch or sugar. Molasses, grain and
potatoes are the most common base ingredients
44
GIN
THE ORIGINS OF GIN
In the mid 1600 numerous small Dutch distillers had popularized the re-distillation of malt spirit or wine with
Juniper. These were sold in pharmacies and were used to treat ailments and medical problems.
Gin arrived in England in the early 17th century in varying forms after been discovered in Holland by English
troops. They had been fighting the Spanish in the eighty years war, hence the name Dutch courage coming
about.
Unlicensed Gin production became ever popular and thousands of gin shops appeared around the UK.
By 1735 the production of gin was six times that of beer, gin was blamed for many social and medical
problems. So the 1736 Gin Act imposed high taxes on gin retailers, this led to rioting in the streets. The
prohibitive duty was gradually reduced and finally abolished in 1742. The 1751 gin act was more successful
and forced distillers to sell only to the licensed retailers, who had bought gin shops under the jurisdiction of
local magistrates.
BASE INGREDIENTS
The spirit base of Gin is primarily grain (usually wheat or rye), which results in a light-bodied spirit. The key
flavouring agent in both Gin and Genever is the highly aromatic juniper berry, which is commercially grown
in northern Italy, Croatia, the United States and Canada. Additional botanicals can include anise, angelica
root, cinnamon, orange peel, coriander, and cassia bark. All Gin and Genever makers have their own
secret combination of botanicals, the number of which can range from as few as four to as many as 15.
45
RUM
THE ORIGINS OF RUM
Rum can be very diverse depending on the factors affecting the raw ingredients, distillation, aging and
blending. This is why we get so many different types of rum, white, golden, dark, spiced or over proof.
The first distillation of rum took place in the 17th century, on the sugar plantations of the Caribbean. It was
discovered that by fermenting molasses which is one of the by products of refining sugar, alcohol could be
created.
BASE INGREDIENTS
Most rum's are made from molasses, the molasses is produced from sugar cane and contains a very high
proportion of sugar. This is combined with yeast to make a rich dark, strong wash for distillation. Rums can
also be made from raw sugar cane juice, and these will be typically lighter in flavour profile.
TEQUILA
ORIGINS OF TEQUILA
Tequila is named after the town of the same name located about forty miles west of Guadalajava in the
state of Jalisco, Mexico. Tequila is also produced in limited regions in the states of Guanajuato, Michoacn,
Nayarit and Tamaulipas. It was the Aztec Indians who first fermented the juice of the Agave (pronounced
uh-GAH -vee) Azul plant to produce their ceremonyal wine Pulque. In 1519, when the Spaniards
conquered Mexico, soldiers discovered that this juice could be distilled to form Tequila. The Spaniards can
thus be given credit for bringing Tequila to Mexico.
BASIC INGREDIENTS
Despite the common misconception, the agave plant from which Tequila is distilled is not a cactus. There
are said to be as many as 400 different types of agave but the variety used in Tequila production is the
Weber Tequilana Azul (or the Weber Blue Agave as it is known by friends).
WHISKEY
THE ORIGINS OF WHISKEY
The name whiskey is derived from the Gaelic term uisge-beatha meaning water of life. The art of distilling
whisky was most probably begun in Ireland. Although the Scots are quick to point out that they may have
been making whisky long before. It is important to note the different spellings of the word Whisk (e) y;
WHISKEY is Irish whiskey
WHISKY is Scotch and all others using similar methods
BASE INGREDIENTS
Whisk (e) y can be made with malted or un-malted grain, and sold as either type or as a mixture of the two.
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BRANDY
ORIGINS OF BRANDY
Controversy surrounds the story of how brandy was invented yet the most popular story concerns a Dutch
shipmaster's efforts to reduce his transportation costs of shipping wine from France to Holland. He had the
brilliant idea of distilling the wine to remove the water and hence increase the potential volume of wine per
trip. By chance, his friends tried the concentrated wine and enjoyed it so much, they refused to dilute it. The
derivation of the name brandy from the Dutch brandewijn meaning burnt wine provides support for this
story.
BASE INGREDIENTS
Brandy is, by definition, a fruit based distillate, and any fruit can be used as the raw ingredient e.g.
Cherries, plums etc. However, the grape is commonly held in the highest regard (although others, such as
calvados made of apples can also be good.)
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FORTIFIED WINES
A fortified wine is a wine to which spirits such as brandy have been added. In addition to raising the alcohol
content of the wine, the spirits also change the flavour profile, making a unique and very distinctive wine.
While fortified wine was originally born out of necessity, consumers began to appreciate and enjoy the
flavour, and so producers continue to make it.
There are a wide number of varieties of fortified wine, although some of the most famous are
Most fortified wines are named after the regions that they are produced in, as each regional fortified wine
has a distinct style. Wines not made in that region can only be labelled as being in the style of that
particular area.
The origins of fortified wine can be found in the 16th century, when a growing number of countries were
exporting wine. Unfortunately, these wines were not terribly shelf stable, and they often went bad during the
shipping process. To compound the problem, the wines were also not able to stand up to the often violent
movements below decks. In an effort to preserve their wines, winemakers began adding brandy, creating
fortified wine.
Four different types of Port are generally sold :
Ports
Sherry
1. VINTAGE PORT: In a good year of the wines and harvest the shipper will make vintage
port, this has to be with the wines of the same year even though it might be a blend.
2. LBV (LATE BOTTLE VINTAGE): Port of a single year bottle has been in the wood from 4-6
years before bottling. The label must bear the Vintage date and bottling year.
3. RUBY PORT: A blend of both young and old wine. A fruity port with some character to
lengthen the shelf life
4. TAWNY PORT: A port that through long ageing - up to about 10 years in barrels changes
to a port that is a tawny colour and has a very smooth consistency.
Is derived from the word Jerez which is the town that centres the sherry trade in the
province of Cadiz, Spain. Only the sherry that is manufactured here is entitled to be called
sherry, any other country that makes sherry has to first state the country of origin.
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LIQUEURS
THE ORIGIN OF LIQUEURS
Like many spirits the first origins of the liqueur categories can be traced back to the 16th century monks
whose first production of these liqueurs was primarily for medicinal purposes. However we can even look
back to 800BC where the Chinese distilled an anise flavoured liqueur from rice wine know as alaki.
Most liqueurs are made by infusing the flavourings in the raw spirit and then sweetening and by the 19th
century these processes began to be industrialised so that these drinks could be produced on a large
scale.
BASE INGREDIENTS
A liqueur is an alcoholic base that has been sweetened with sugar and flavoured. Liqueurs are the broadest
of all spirits categories. Liqueurs are usually formed from a grain spirit base, but any other spirit could be
used and they tend not to be aged, however a cognac or whiskey could be used as a base spirit. Liqueurs
vary in strength the lowest being 15% and some of the highest been over 50%.
A liqueur is defined by its sugar content and must contain a minimum of 100g, with the exception of cherry
liqueur and have a minimum ABV of 14%.
49
Prohibition was declared in the US on January 16th 1920. It was the 18th amendment to the US
constitution and not only did it lead to the illegality of the production, sale and transportation of
alcohol it also led to a rise in speakeasies and gangsters. This is era that is often
glamorized in history by film and media, but it is also an era that made Chicago a
for prostitution, gambling and booze. Al Capone rose to fame as well as the prohibition
Cocktails became initially popular to mask over the harsh flavours of the moonshine
centre
cocktail.
and
Cocktails hit Europe during the USAs prohibition period rich Americans fled to London and Paris in order to
experience the newly found overseas cocktail world. Cocktails were made popular even further in the UK
by the printing of Harry Craddocks The Savoy Cocktail Book.
The first ever cocktail party was supposedly thrown by Mrs Julius S Walsh Jr of St Louis, Missouri, in May
1917. She invited 50 people and the party lasted an hour, the site where the part was held still exists today.
In 1927 Pan America World Airways was founded as a scheduled air mail and passenger service operating
became a
between Florida (Key West, and later Miami) and Havana, Cuba, the airline
major company credited with many innovations that shaped the
international
airline industry as well as the drinking culture of Prohibition American.
People fled
to Cuba for its warm climate and delicious Rum, during this time we saw
the Mojito
and the Daiquiri rise to fame.
The 1930s is said to have given us the very famous Margarita at the Caliente Racetrack Bar in Tijuana,
Mexico. There is also a story, with little evidence to support it, that the drink was created in 1938 by
bartender Danny Herrera. He alledgedly created the drink for a showgirl Marjorie King who could only drink
tequila, one evening she requested a tequila cocktail, Danny Herrera poured tequila over shaved ice,
added lemon and triple sec, the Margarita is born. He then named the drink after Majorie or Margarita as a
translation.
Another possible origin of the Margarita is said to have come from Margarita Sames a Dallas socialite, she
was said to be hosting a poolside christmas party. Margarita mixed drinks behind the bar and let her guests
rate the results. She mixed tequila, tripple sec and lime and it was a massive success with her guests, thus
the Margarita was born.
The 1960s saw the explosion of the Rat Pack; their upbeat cocktail-fuelled performances went hand in
hand with the culture at the time. Frank Sinatra famously said
I feel sorry for people that dont drink because when they wake up in the morning thats the best theyre
going to feel for the rest of the day.
The 1970s saw the rise of a drink known as the Cosmopolitan. Like many favourite drinks the origin of the
cosmopolitan are widely disputed. However it is generally agreed that John Caine brought the drink to San
50
Francisco around 1987 from the Midwest. An alternative account names the creator as Neal Murray of the
Cork and Clever steakhouse in Minneapolis in 1975.
A more commonly cited story concerning the origins of this drink links South Beach, Florida Bartender
Cheryl Cook with the original creation. Some people think that Cook is a mythical character, but in an online
interview, cook referred to the story of how she created the drink in 1985 or 1986.
What overwhelmed me was the number of people who ordered Martinis just to be seen with a Martini glass
in their hand. It was on this realization that gave me the idea to create a drink that everyone could palate
and was visually stunning in that classic glass. This is what the Cosmo was based on.
Her original recipe called for Absolut citron, a splash of triple sec, a drop of roses lime and just enough
cranberry to make it oh so pretty in pink.
Another important person involved in the creation of the drink was Toby Cecchini of Manhattan. While
working at the Odeon in 1987-88, Cecchini worked from a poorly described version of the original drink and
developed a slightly different version using Cointreau and fresh lime squeezed. Cecchinis version has
become an internationally standardized method for preparing the drink.
The original Bramble has said to have been made by Dick Bradsell at Freds club in Soho, London during
the mid 1980s.
Throughout the 1980s and 1990s the hospitality and Cocktail industry made many appearances in the
media. The Pina Colada was made famous by the great Del Boy in only fools and
horses.
The Human League in 1982 opened their famous hit Dont you want me baby with
the line
You were working as a waitress in a cocktail bar. Not to mention the 1988
movie
Cocktail starring Tom Cruise, this is still a firm favourite amongst many bar
tenders.
2000 saw the rise in molecular mixology. Modern day bartenders are not only sticking to the
traditional cocktail methods but are also spending more time looking further into the molecular science of
the cocktail.
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COFFEE
Coffee
Illy
illy use only the finest 100% Arabica beansnine varieties meticulously selected from
around the
world and combined into a single espresso blend. These beans are skilfully roasted and aircooled
so they're never burned or bitterensuring a smooth and balanced taste. They're then
packaged in an air-free environment using illy's proprietary pressurization system to seal in
the
precious aromas, oils and flavours. The result: Distinctive and consistent taste, as well as
guaranteed
freshness until the moment the can is opened and the coffee prepared.
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Frothing Milk
Step 1
Fill jug with cold milk, try to use only as much milk as you need, as used milk wont re-froth adequately.
NB: Never fill the jug over half way when frothing, as when properly frothed it doubles in size.
Step 2
Turn the steamer valve a half turn to flush out any back wash.
NB: watch not to spray yourself
Step 3
Tilt the jug and steam wand (as pictured), then place tip of the nozzle just below the surface of the milk
Step 4
Turn the steamer a half turn for full steam. Place your free hand on the jug to monitor the temperature.
When frothing properly you should hear "pssst pssst"
NB: You dont get more steam out when if you keep opening the valve, it just means it takes longer to
Turn it off
Step 5
Keep your hand on the jug checking the temperature, move the jug steadily down stretching the milk and
keeping the nozzle in the same position. When its uncomfortable to touch, its at the right temperature.
Step 6
Turn the valve off, remove the wand from the milk and wipe immediately with a damp cloth. Keep the
milk moving all the time, swirl it round the jug and knock it on the counter several times, this removes all
the larger bubbles from the milk.
NB: dont over tighten the valve, it just knackers the spring.
Step 7
Pour directly to your receptacle, jiggle from side to side to get extra froth.
53
Tamping
(Pressing the coffee)
Step1
Remove the handle and knock out the coffee in the knock box.
Step 2
Place empty handle under the doser and make 1 complete pull for a single 2 (2 nozzled) for a double
Step 3
Rest the handle on a firm surface, then tamp (press) firmly and twist a half turn clockwise
NB: the aim is to seal the coffee, keeping it level, for even water distribution and the twist creates a
tighter seal and more complete use of the ground.
Step 4
Wipe rim of the handle
NB: any residual ground on the rim will damage the seals on the shower heads, creating leakage over
Time
Step 5
Attach to coffee machine, press desired button immediately, then place cups underneath.
Order of Service
These orders applies to individual checks, when doing multiple checks use common sense and get rid of
them simultaneously where possible.
1. Liqueur coffees
2. Teas
3. Lattes, mochas, hot chocolates
4. Cappuccinos, white coffees
5. Espressos, machiato's and ristrettos
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Cleaning
Brewed espresso leaves a substantial residue on all brewing surfaces. These coffee tars give a bitter,
stale flavour to espresso drinks. Also this residue can damage your equipment by clogging the
screens, valves, brewing passages and water jets.
Regular back flushing with puly caff detergent will remove tar and coffee grounds, leaving your
machine in top condition.
Step 1
Remove all handles from the machine and knock out any spent coffee.
Step 2
Remove filters and place with all but 1 handle in a container (an ice bucket normally available) with 1
spoon of pully caff and cover heads in water. Leave to soak overnight, then rinse thoroughly before
use in the morning.
Step 3
Replace the normal filter on your remaining handle with a blank filter.
Step 4
Turn on all brewing heads to flush any excess coffee grounds from the espresso screens. If a coffee
brush is on hand gently scrub also.
Step 5
Place a tea spoon of puly caff in the blank filter, and then attach it to a brewing head.
Turn on the free flow, allowing the water to run until the light flashes. Remove the handle and dump
out the contents
Step 6
Repeat the above step 5 times without the pully caff.
Step 7
Repeat steps 5 and 6 on each brewing head.
Step 8
Place remaining handle in the container with the rest. Flush all brewing heads again to ensure no
residue of the pully caff remains in the machine (this can lead to the machine jamming)
Step 9
Remove drip tray and clean. Pay careful attention to the drain underneath, this can clog with coffee
grounds which harden like concrete flush with hot water if necessary
Step 10
Ensure all surfaces of the machine and the surrounding area are sparkling, this includes the steam
55
Espresso:
Dosage: 1 pull
Cup: espresso
Button: espresso
Additions:
Notes: crema should last 2 mins serve
immediately
Macchiato:
Dosage: 1 pull
Cup: espresso
Button: espresso
Additions: touch of froth
Notes: a short mini cappuccino
Double espresso:
Dosage: 2 pulls, double handle
Cup: coffee
Button: 2 espressos
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Americano:
Dosage: 2 pulls, double handle
Cup: coffee
Button: 2 espressos
Additions: top up with hot water, leave 1cm
window
Notes: Called an Americano as the American
soldiers who drank it couldn't handle
a normal double espresso
Black coffee:
Dosage: 1 pull
Cup: coffee
Button: 1 long
Additions: top up with hot water
Notes: an Americano with 1 shot of coffee,
as close to a filter coffee as we get
White coffee:
Dosage: 1 pull
Cup: coffee
Button: 1 long
Additions: top with hot milk, minimum froth
Notes: a shot of coffee and milk, simple
Cappuccino:
Dosage: 1 pull
Cup: coffee
Button: 1 long
Additions: top with hot frothed milk
Notes: cover 1/2 with chock powder on the
side the guest drinks from the froth should be
slightly raised not a tower
DONT BURN THE MILK!
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Latte:
Dosage: 1 pull
Cup: Latte
Button: long
Additions: Top 2 rim of the glass with frothed
milk
Notes: A traditional latte should be a shot of
espresso topped with slightly frothed
Mocha:
Dosage: 1 pull
Cup: long
Button: espresso
Additions: top 2 rim of glass with hot chocolate
Note: a latte made with hot chocolate
Liqueur coffee:
Dosage: 1 pull
Cup: Latte
Button: long
Additions: 25ml of spirit and 1 sachet of sugar if
unsweetened spirit, cream float and 3 coffee
beans
Notes: coffee should come to 1cm of glass
make sure you mix it before floating to float the
cream shake it well then pour gently over the
bowl of a spoon
58
Teas:
Dosage: 1 tea bag
Cup: coffee and pot
Button: N/A
Additions: milk on side
Note: herbal teas dont need milk
59