Transcription
Bartender Training and ReferenceManual
Table of ContentsiiiTable of ContentsTable of Contents . iiiIntroduction . vWhat it means to be a Movie Tavern Bartender . vWhat is expected of Movie Tavern Bartenders. vChapter 1: Drink Preparation . 3Signature Drinks . 3Blue Thing Margarita . 3Perfect Patron Margarita . 3Strawberry Ti-Ki-Li-To . 4Caribbean Rum Punch . 4Titanic Tea . 5The Stinger . 5Sahara Sangria . 6Chapter 2: Guest Interaction and Customer Service . 9Greeting Guests . 9Providing Excellent Customer Service . 10How to Interact with Angry Guests/How to Handle Guest Complaints . 11Customer Service Tips . 12Chapter 3: Cash Handling . 15Being Responsible with Money . 15Cash Transactions . 15. 15Credit Card Transactions . 16Chapter 4: Workstation Cleanliness. 19Keeping the Bar Clean . 19Bar Cleaning Tips . 20Chapter 5: Opening Duties. 23Opening the Bar . 23Opening Tips . 23. 23List of items to stock . 24Chapter 6: Closing Duties . 27
ivBartender Training and Refernce ManualClosing the Bar . 27List of Closing Duties . 27
IntroductionvIntroductionWhat it means to be a Movie Tavern BartenderAt Movie Tavern, the bartenders are expected to be responsible, respectful, and helpfulemployees. In the chain of command, the bartenders are second only to manager personnel, andtherefore a great deal of responsibility is expected of them.Bartenders are expected to mentor new employees of all positions as well as provide excellentcustomer service. The bartender’s main objective should be to try to positively influence the flowof events and ensure that the shift is running smoothly. Managers will rely on bartenders to makegood decisions.What is expected of Movie Tavern BartendersBartenders will be expected to be proficient in the following areas: Drink preparationGuest Interaction and Customer ServiceCash HandlingWorkstation CleanlinessOpening DutiesClosing Duties
Chapter 1How to Prepare Signature Drinks
Chapter 1Chapter 1: Drink PreparationSignature DrinksMovie Tavern’s signature cocktail menu offers a wide variety of mixed-drinks. Bartenders mustbe able to prepare these drinks accurately and quickly.Blue Thing MargaritaIngredients: 1.5 oz Sauza Blue Tequila0.5 oz Finest Call Triple Sec1 oz Finest Call Line Juice1 oz Finest Call Blue Curacao3 oz Finest Call Sweet and SourInstructions:1. Add all ingredients to a shaker tin containingice2. Shake vigorously for 3 seconds3. Salt the rim of a pint glass and serve on therocks4. Garnish with a lime wheelPerfect Patron MargaritaIngredients: 1.5 oz Patron Silver Tequila0.5 oz Patron Citronge1 oz Finest Call Line Juice3 oz Finest Call Sweet and SourSplash Orange JuiceInstructions:1. Add all ingredients to a shaker tin containingice2. Shake vigorously for 3 seconds3. Salt the rim of a margarita glass and serve onthe rocks4. Garnish with a lime wheel3
4Bartender Training and Refernce ManualStrawberry Ti-Ki-Li-ToIngredients: 1.5 oz Sauza Blue Tequila3 oz Simple Syrup0.5 oz Finest Call Lime JuiceFresh Mint Leaves1 StrawberryInstructions:1. Add the Tequila, mint leaves, and strawberry to ashaker tin2. Muddle the mint leaves and strawberry thoroughly3. Add the simple syrup and lime juice4. Add ice to the tin and shake for 3 seconds5. Pour into Collins glass and top with Sprite6. Garnish with a sprig of mintCaribbean Rum PunchIngredients: 0.5 oz Captain Morgan Spiced Rum0.5 oz Don Q Crystal Rum0.75 oz Don Q Coco Coconut Rum0.25 oz Meyer’s Dark Rum1.5 oz Orange Juice1.5 oz Pineapple Juice0.5 oz Finest Call GrenadineInstructions:1. Fill a Collins glass with ice and add the CaptainMorgan, Don Q Crystal, and Don Q Coco2. Add the orange juice and pineapple juice3. Pour the Finest Call Grenadine near the edge of theglass so it sinks to the bottom4. Float the Meyer’s Dark on top5. Garnish with an orange slice
Chapter 1Titanic TeaIngredients: 0.5 oz Captain Morgan Spiced Rum0.5 oz Smirnoff Vodka0.5 oz Patron Citronge0.5 oz Tanqueray Gin3 oz Finest Call Sweet and SourInstructions:1. Fill a Collins glass with ice and add the CaptainMorgan, Smirnoff, Patron Citronge, and Tanqueray2. Add Finest Call Sweet and Sour and stir gently witha straw3. Top with Coca-Cola4. Garnish with a lemon wheelThe StingerIngredients: 1.5 oz Jack Daniel’s Tennessee Honey Whisky0.5 oz Tuaca3 oz Pineapple Juice0.5 oz Finest Call GrenadineInstructions:1. Fill an Old Fashioned glass with ice and add theJack Daniel’s Tennessee Honey and Tuaca2. Add the pineapple juice and stir gently with a straw3. Float the Finest Call grenadine on top4. No garnish5
6Bartender Training and Refernce ManualSahara SangriaIngredients: 1.5 oz E&J Brandy0.5 Patron Citronge1.5 oz Orange Juice1.5 oz Pineapple Juice0.5 oz Finest Call Grenadine0.5 oz Madria SangriaInstructions:1. Fill a Collins glass with ice and add the E&J andPatron Citronge2. Add the orange juice and pineapple juice and stirgently with a straw3. Pour the Finest Call Grenadine near the edge ofthe glass so it sinks to the bottom4. Float the Madria Sangria on top5. Garnish with a lime wedge
Chapter 2Guest Interaction and Customer Service
Chapter 29Chapter 2: Guest Interaction and Customer ServiceGreeting GuestsIn order to provide guests with the best possible Movie Tavern Experience, bartenders mustfocus on every guest at the bar top and in the lobby.The first thing that a guest is likely to see when entering the building is the bar, and therefore thebartenders are likely to be the first Movie Tavern employees that guests encounter. When a guestinters the building, a proper greeting should be initiated.When greeting a guest:1. Smile and make eye contact.2. Greet them with “Welcome to Movie Tavern” and ask how they are doing.3. Place a beverage napkin in front of each guest as you greet them to signal to otherbartenders that the guest has been greeted.4. Act as a Movie Tavern Tour Guide for first time guests; explain the Movie TavernExperience and suggest favorite menu items.
10Bartender Training and Refernce ManualProviding Excellent Customer ServiceIt is imperative that every interaction any Movie Tavern employee has with a guest is bothpleasant and professional. Positive experiences will encourage guests to return and provide thecompany with more of their business.The following should be taken into account when interacting with guests: Always be polite.o Even if the guest is upset or unhappy, bepolite and respectful, and try to resolveany conflict that may exist.Try to be as helpful as possible.o Always ask the guest what you can do tobe of assistance.o Frequently check-in with guests that aresitting at the bar to make sure they aredoing well, and ask if there is anythingelse that they need.o If you see a guest that looks confused orlost, approach them and ask if they are inneed of assistance.Be willing to help all fellow employees as well asguests.o Helping coworkers when they need it notonly helps the employee in need, but willimprove the flow of operations within thebuilding, therefore helping to ensure that every Movie Tavern guest is attended tocarefully.
Chapter 211How to Interact with Angry Guests/How to Handle Guest ComplaintsIf an angry guest approaches you with an issue or complaint, it is important to know how toreact. The guest may be very passionate, sometimes even yelling or swearing. The issue must beaddressed in a calm and respectful fashion.If a guest is causing a disturbance:1. Express that you will do everything in yourpower to help resolve the issue.2. If yelling or swearing persists, respectfullyexplain that Movie Tavern is a familyfriendly environment, and that if they donot calm down they will be asked to leavethe premises.3. Listen to their complaint.4. Apologize for any inconveniences theymight have experienced.5. Attempt to solve their problem.6. If the problem is beyond your control, askthe guest if they would like to speak with amanager.7. After the problem has been resolved,apologize again, and tell the guest that youwill be happy to help again in the future.
12Bartender Training and Refernce ManualCustomer Service Tips Always be willing to help your coworkers, no matter what job they have.o Often times helping out a server, food runner, or box/host can make a great dealof difference to many guests.Actively look for guests that may need your help.o If you think there’s any chance that the guest might benefit from your assistance,approach them and ask if there is anything that you can do to help.If you aren’t able to help a guest, find them someone who can.o If you are unable to help a guest because you do not know how, or do not havetime to, find someone who can. Tell the guest that you will find someone who canhelp them, and go seek out a coworker or manager that will be able to help.
Chapter 3Cash Handling
Chapter 315Chapter 3: Cash HandlingBeing Responsible with MoneyBartenders have much greater responsibilities than other Movie Tavern Employees. Accuratecash handling is very important. Guest focus is a priority. Multi-task and anticipate the needs ofbar guests to ensure that the bar transactions occur smoothly. The less confusion and hectic baractivity there is, the easier it will be to carry out payment transactions. The primary objective ofsuccessful money handling is to always have the exact required amount of money in the cashdrawer at all times. Making exact change will ensure that the cash drawer contains exactly thecorrect amount of money.Cash Transactions1. Use a Money Testing Marker to test the authenticity of all bills 20 and over. If there isany question to the authenticity of a bill, test it.2. Always return exact change to the guest. Do not round up or down, no matter how smallthe difference may be.3. Always give the guest a copy of the receipt with their change, if no change is needed,present them with a copy of the receipt as well.
16Bartender Training and Refernce ManualCredit Card Transactions1. Always verify the ID of the cardholder to avoid credit fraud.2. Swipe the card and return the card to the guest, along with a copy of the receipt, asignature slip, and a duplicate signature slip for the guest to keep.3. If there is a problem with reading the credit card, seek a manager’s help to enter the cardinformation
Experience and suggest favorite menu items. 10 Bartender Training and Refernce Manual Providing Excellent Customer Service It is imperative that every interaction any Movie Tavern employee has with a guest is both pleasant and professional. Positive experiences will encourage guests to return and provide the company with more of their business. The following should be taken into account when .
