Training Manual
Providing Drinks Service in a Bar
Contents
Trainee Information3
Certificate of Completion4
Introduction 5
The Customer and You6
Efficiency and organisation7
Knowledge of Beverages8
Dealing with an unsatisfied Customer9
Drunk & Disorderly Persons10
Refusing a Customer Service10
Age Limits11
Suggestive Selling Techniques12
Taking an Order – Things to Remember13
Cleanliness of Customer Service Areas14
Handling Waste15
Self Assessment Test16
Training Manual
Providing a Drinks Service for a Licensed Premises
This Manual is designed to provide you, the employee, with a full knowledge of what is expected from the role of bar staff. This booklet will provide you with a comprehensive background into the role of the bar person.
Upon completion of your training, you will be fully versed in providing the highest level of service, confident in your abilities to promote drinks and products within your establishment and happy in your role within the team.
Trainee Information
Name: ______
Manager:______
Training
Commenced:______/ ______/ ______(DD/MM/YYYY)
Training
Completed:______/ ______/ ______(DD/MM/YYYY)
Assessment
Completed:______/ ______/ ______(DD/MM/YYYY)
Certificate of Completion
I ______(Manager/Supervisor) hereby certify that ______(Employee Name) has successfully completed their training in “Providing a Drinks Service” and is fully qualified under the requirements of the establishment in which they are employed herewith.
______
(Signature of Manager/Supervisor)
______
Date
______
(Signature of Trainee)
______
Date
Congratulations!
Introduction
We are all very aware that people come to pubs to drink, whether it is for the reason of bring sociable or for a great many other reasons.
Your job is to serve those drinks in a friendly, timely manner, adhering to all health & safety and legal issues that come with serving alcohol in a licensed premises. It is very important that you have an excellent understanding of all that goes with serving alcohol, as the licensing laws are very specific and are there to assist you in your job.
There are many different types of beverages which you will be required to serve, and you need to be knowledgeable in the procedures associated with serving them. You will be asked to serve anything from soft drinks to spirits and liqueurs. The customer you are serving will expect you to know exactly what it is they are asking for, and therefore this training manual is designed to assist you in all aspects of serving drinks.
We will also look at the technique know as ‘up-selling’ or basically using suggestive selling techniques to sell more drinks to the customer.
Each section in this manual will cover a specific aspect of customer service.
So, lets begin...
The Customer & You
First things first – when you are serving customers, always
SMILE!
There is a basic standard of service that we all expect as customers, no matter where we go. Think about how you expect to be served in shops, bars and restaurants. Well, you are going to exceed even your own expectations. No matter what type of establishment you work in, exceed a customers expectations and everyone is a winner. How?
If you are having a bad day, do not bring it into the work environment. You are employed to provide a service and not tell the customer about your problems. The customer is there to have a good time.
A customer will expect you to be knowledgeable in what you are serving. Ensure you know what each drink is, how it is served and in what quantities. If you are unsure, ask another member of staff – not the customer!
When addressing customers ensure you can be heard. Keep your voice friendly and enthusiastic.
Above all else, the customer is the most important person in the bar and must always be addressed as such. If you are completing another task, apart from serving another customer, stop what you are doing (if safe to do so) and assist the customer.
At all times, the place of work must be clean and comply with all Health & Safety regulations. Report any problems to your supervisor/manager.
The smallest details are very important to a customer – from crumbs being wiped from the table, to the level of music on the loudspeaker. What may seem trivial to you, could be make or break in keeping the customer in your establishment.
As soon as a customer enters the bar area, they must be acknowledged. Even if you are unable to serve them immediately, make a comment such as “have a seat, I’ll be with you soon”. This will make the customer feel welcome and they will be relaxed in the knowledge that someone knows they need serving.
Efficiency & Organisation
One of the most important things to remember when working in a bar is to be organised and efficient. This will enable your job to run smoothly, you will carry out tasks quicker and more efficiently, and therefore you will enjoy your job a whole lot more. By being in control of what is happening around you, you present a much calmer persona to the customer which in turn will give them an added confidence in you. If you are able to converse at ease with each customer, you will present a professional environment which will be of extreme benefit to the establishment. One of the main reasons a customer returns to an establishment is the professionalism and friendliness of the staff. By following some of the techniques detailed below, you can work towards achieving this:
Always ensure at the beginning of your shift that you have all the tools necessary and to hand, to ensure the smooth running of your job.
Always work as part of a team. At the end of the day, if you are seen to be assisting others e.g. if you are going to the bar or kitchen, never go empty handed. Always collect dirty glasses, plates, etc, so that you always have a purpose. This creates a smooth running bar and customers see that cleanliness is a top priority.
By working together with your colleagues you will be involved in creating a great place to work. Customers pick up on bad vibes, so work as part of a team to ensure a happy workplace.
If you are allocated to a specific area in the bar, stick to it. There will be a reason for this, mainly as to not disturb others working in their specified areas. There will be times you will need to move outside your area – just be aware of those working around you.
Keep areas clean at all times – especially preparation areas. Just keep remembering to ‘clean as you go’. This also goes for keeping walkways free from deliveries. If there are boxes in the way, ensure they are moved to the stock room as soon as possible to minimise the risk of trips and falls.
Health & Safety – remember that there are always sharp implements in a bar – knives, corkscrews, etc. Ensure that your work practice is to complete each task with the utmost care at all times.
Always clean as you go and go as you clean, as this will avoid unnecessary cleaning and time wasting at the end of your shift.
Knowledge of Beverages
It is important that you are knowledgeable of what drinks are on offer in your establishment as this is why the customer has come in. If you have the correct information for customers when they ask about a specific drink, they will be more inclined to ask about other products and also accept your assistance when choosing something new.
Be thoroughly aware of all the drinks available in your establishment.
If your establishment has a drinks list, or cocktail list, present this to the customer immediately, so they are aware of cost and the selection available to them. Possibly point out favourites and high selling, low cost, items.
When a customer asks you to recommend a drink, ask them what tastes they like. By identifying this you will have a better idea of what to recommend to each person. Remember, we are all different and have different tastes.
Never pressurise a customer into trying a new drink. If they are not interested move on swiftly. Try to be more suggestive in your selling techniques.
It may seem a small point, but know how certain drinks taste and how they are made. A customer will be impressed if you know the country and area where each drink is from.
If a customer asks your opinion on a drink, be straight to the point. Have a few of your favourites stored in your brain, ready to pull out at that opportune moment. A customer will be impressed.
When recommending drinks, never recommend the most expensive drink first.The customer will think you only want to sell that particular drink because of its price .
Customers may ask you about the strength of certain drinks. This is always printed on the bottle of the drink, so if you do not know the exact strength, at least know where to find the information.
Dealing with an Unsatisfied Customer
If a customer is unhappy with the service of the establishment, then follow this one simple rule for dealing with complaints,
Listen
Apologise
Solve
Thank
If you follow these four rules when dealing with complaints you will have loyal customers.
Listen
After listening for one minute he will have told you the problem,
1. They are waiting 45 minutes
2. They have no drinks
3. The kids are hungry
4. They are getting POOR SERVICE
Apologise
For all the delays, do not make excuses.
Solve
Find the Supervisor or Manager immediately and explain the situation.
Lend a hand and serve the drinks.
Get the kids fed as soon as possible.
Thank
By this time the colour in the customers face should have returned to normal.
Go to the customer later in the meal and thank him for bringing the problem to your attention.
Usually they have calmed down at this stage and are more approachable.
Result: An unhappy guest becomes a return guest!...hopefully!
Drunk & Disorderly Persons
If you think that a person has consumed too much alcohol, then it is your responsibility to refuse them service. The majority of establishments will have door staff who will be monitoring the entry of people, but once on the premises a person who abuses alcohol can get out of hand quickly.
How to identify a person who is intoxicated:
Tripping, falling, staggering, swaying, stumbling
Dropping and spilling drinks whilst moving and seated
Unsure of how much money is in their hand and dropping money
Bumping into things and knocking things over
Speech becomes slurred
Speaking loudly, singing, and swearing profusely
Emotional reactions to small things
Becoming increasingly over-friendly
Attitude can become abusive
Glassy eyes
An excessive smell of alcohol on the person
Falling asleep wherever they are.
Refusing a Customer Service
If you have to refuse to serve a customer, there are steps which you should take to ensure the situation is diffused. If a problem like this is not dealt with promptly, then it can blow up into something much more dangerous.
When refusing a customer service, remember:
Watch out for any of the above tell-tale signs before it becomes a problem.
If possible, inform a member of the door staff who can deal with the situation before you have to refuse service.
Talk calmly and use a friendly tone with the customer when refusing to serve them.
Tell them why they are being refused service and suggest a low or non-alcoholic drink as a substitute.
As soon as it is possible to do so, inform a person in seniority of the situation who can take control of what is happening.
Age limits
It is extremely important that you know what the age limit is before serving a customer alcohol. In Ireland, the age limit is set at 18 years of age.
If you have any doubt as to the age of the customer, always ask for identification. Your supervisor/manager will inform you as to the acceptable forms of ID.
There are certain circumstances when underage persons are permitted on a licensed premises. However, this does not mean they are entitled to purchase drinks at the bar. Ensure you are familiar with the licensing laws which apply to underage drinker.
There are also certain times when an underage person is allowed to consume alcohol, i.e. when with a parent or with a meal. However, again ensure that you are familiar with the licensing laws regarding this.
Even if people are being checked for identification at the door, don’t assume that everyone is of the correct age.
Ensure that you check each ID for physical features, any bumps where a photo may have been inserted and also check if the date of birth has been tampered with.
It may sound simple, but ensure that the person standing in front of you is the person on the ID.
Suggestive Selling Techniques
The most popular, and effective, form of sales is through suggestive selling or ‘up-selling’. It simply involves recommending that extra glass or bottle of wine to the customer to make his/her dining experience more pleasurable. And we are all more than capable of doing something as easy as this.
It also means that you need to have a good knowledge of what wines compliment certain meals, or what beers to suggest.
When a customer arrives, use this as the time to tell them about the specials and any promotional items.
Giving the customer the drinks list is another form of promotion.
Always be ready to recommend non-alcoholic drinks for those who are driving or who don’t drink alcohol.
Remember, when you promote drinks and customers consume more, you are increasing revenue for the establishment. A good employer will reward their staff for increasing turnover.
Don’t let a customer finish a drink without you recommending another one.
Ensure that all promotional material in the bar is up to date. When a promotion has ended, remove any corresponding posters immediately.
When a customer appears to be celebrating a special occasion, use this time to promote champagne to celebrate.
Taking an Order – things to remember
It is extremely important to remember that as soon as a customer has entered the premises, you need to serve them as soon as possible. Remember, as mentioned previously, acknowledge the customer so that they know you are aware of their presence.
If you are unable to serve them immediately, give the customer the drinks list/menu so they can decide what to have, and to also keep them occupied.
Once you have taken the order, repeat it back to the customer. Any mistakes can be costly over the course of an evening – better to be safe than sorry.
If you are having trouble understanding a customer, ask them to repeat their order or provide paper so they can write it down.
Make sure you know the procedure for order taking in your premises. This can vary from business to business.
If a customer is having a meal in the bar, they may wish to pay for their drinks later. Make a note of the table they are sitting at and enter their order into the cash register, so that it is included on their final bill.
The majority of customers will know what they want to order immediately, but be prepared to assist those customers who are unsure of what to order.
Once a customer has been served with their drinks you will receive cash immediately. Remember to make a mental note of the money given to you, as mistakes do happen with cash.
Ensure that you are fully confident in the use of the cash register. If you have any doubt, ask another member of staff.
Remember, when a customer orders champagne, you need to ask how many glasses are required.
Cleanliness of Customer Service Areas
Cleanliness and tidiness in the customer service areas is imperative at all times. A busy establishment is the perfect environment for the customer, but if it is dirty and untidy, this creates an unwelcome atmosphere. If the establishment is clean and tidy, this provides an enjoyable place for the customer to consume their drink.
Look at the top of the bar and see if there are any torn or ripped beer mats. Replace these regularly to give a clean, tidy appearance of the bar.
Remember, you are part of a team, so work as one. Don’t expect others to do the worst jobs – share out the responsibility. Your workmates will thank you for it.
Remove all empty glasses on the bar immediately. This should be an automatic reaction when seeing an empty glass, and don’t forget to offer another drink, if appropriate.
Remember, make each journey you make through the bar count. Pick up empty glasses, plates, etc. Keep cleanliness the top of your list.
If you are moving about amongst the customers, make sure you acknowledge them and ask how their evening is going.
Regularly wipe down the bar counter and empty drip trays. There should be nothing sticky on the bar for customers to place their arms into.
Keep the ice buckets full.
Make sure you have enough sliced lemons, oranges, etc so that you are not having to make a mess of cutting up fruit throughout your shift.
If there are nibbles on the bar, ensure that they are kept topped up.
Handling Waste
Waste Drinks
There are many reasons that a drink becomes wastage. These can be: