CUSTOMER SERVICE and BAR AREAS

 INTRODUCTION
 CUSTOMER SERVICE
 BAR SURFACE
 BAR EQUIPMENTS
 SEQUENCE OF SERVICE
 UPSELLING
 TYPES OF GLASSES
 BAR TOOLS AND EQUIPMENT
Good Customer Service includes how
employees interact with customers
when things are going well, as well
as how employees handle difficult
situations. The best employees
develop customer service
relationships with bar guests who
feel at home while visiting the bar
and having a couple of drinks or a
fun night out.
-Bar employees are the hosts, entertainers, and
business representative of the bar. They are the
face of the establishment, and how they behave
sets the mood for your guests.

 Make sure employees always smile and greet

people warmly when they arrive. Encourage
them to genuine.
 If the bartender is busy and cannot help them
right away, make sure that he or she knows to let
the customers know that they’ll be waited on
right away.
 Encourage bar employees to learn the names of
regular guests, what they usually order, and
where they prefer to sit.
 Pay attention to customer needs. Some come to
the bar to chat and be social; others want to
engage their companion in conversation.
Employees who can “read” their customers give
the best service.
-Parts of working with public is handling
customer complaints. Some complaints are
legitimate, others may seem less so. Good
personal boundaries and conflict resolution
skills are necessary for good customer service.

 Actively listen. When a customer complains,

listen-do not multitask, just look the person in
the eye and really hear what they are saying.
 Remain calm and neutral about situation.
 When customer is finished speaking,
paraphrase what you heard. For example,
“I understand you waited a long time
before your drinks arrived.”
 Be as sympathetic as reasonably possible.
 Make good on a complaint when it makes
sense to do so. For an instance, a customer
should not be charged for food or drink
sent back because it was inedible, but a
customer who finishes his plate of food
and wants a refund should not be
accommodated.
 The worst of time in any bar is when a customer
becomes too inebriated and must be told “NO”
by the employees. It is the responsibility of bar
and restaurant employees to monitor their
customers’ intake and behavior. If you serve
alcohol, you will have occasion to cut people off.
 Remember that you control how you behave-you
do not control how other people behave, so don’t
try. Also, as a person becomes temporarily
impaired. Therefore, their behavior may seem
out of control.
 Let your colleagues know you need to cut
off a customer and be polite but firm. “I’m
sorry, but I cannot serve you another beer.”
Be respectful and look the person in the
eye, keep your voice low and use a nice
tone of voice.
 Make sure to avoid sounding defensive or
judgemental and be willing to explain, but
do not badge your position.
 Know what is right from wrong. It is right
to serve customer than to argue with them.
SERVICE is the key to beverage sales, Prompt,
friendly, and courteous is the overriding
requirement.
 Project a good image: be pleasant and friendly.
 Cultivate a good memory for faces and names.
 Be alert and attentive to customers’ needs.
Personal Preparation
- Great Attitude
 Employees must have a good attitude, a pleasant
personality, and a presentable appearance.
 Uniform should be clean, hair, makeup and jewelry
should all be in good taste.
- Before the bar open (and before functions), make
sure the bar and all server stations are fully
stocked with:
 Glassware
 Napkins
 Coaters
 Condiments
 Bar snacks if necessary
 Always confirm that all glasses, flatware,
etc., have been cleaned and sterilized
according to:
 Your facility’s standards
 Health Department Requirements
Bar/ Counter Set-up

 The refrigerators are stocked.

 Juice, purees and consumable are fresh and within
expiration date.
 The back bar and speed rails are fully stocked.
 Fruits are prepared.
 Ice station are fully stocked.
 All bar guest supplies and condiments are fully
stocked.
.
Floor and Table Set-Up

 Make certain that:

 Lounge menu and promotional fliers are:
 Clean
 In good condition
 Pre-set on each table facing the Bar/Lounge
entrance
 All furniture is positioned correctly according to
the approved floor plan.
 Carpets and flooring are clean and free from
debris.
 Lights are at the proper level.
 Music is playing in the background. Music
should always be source for background noise.
 Popcorn made or snacks set out if it is
appropriate.
 If your facility has television, turn them on.
Welcoming Guests to the Bar/Lounge

-SERVICE SKILLS
Quality service is based on all bar personnel
knowing their roles and responsibilities to the
guests and to the bar. Specially all bar employees
should be well versed in the art of taking order,
delivering the product and presenting the check.
 -The greetings is the first impression given to the customer.
Always greet the guest with a smile and a welcome.
 Whenever you are working, keep an eye on the bar.
 When customers enter the Bar/Lounge area:
 Make an eye contact within 30 seconds.
 Within 1 minute, greet them warmly, according to the time of
the day.
 Invite them to sit whenever they like.
 Offer to take their order within:
- 30 seconds if they are at the bar.
- 3 minutes if they are at the table
 If you are unable to serve the guest immediately:
- Acknowledge that you are waiting.
- Apologize for keeping them waiting when you do serve.
A bartender is much more than an order taker: A
bartender is a sales person. Selling is part of
everyone’s life. A prerequisite of selling is sales
skill and the knowledge of products. Selling is a
combination of; 1) understanding your
customer’s wanted and needs. 2) respecting your
customers, 3) helping your customers. PEOPLE
like to “BUY”, but hate to be “SOLD”.
SALES SKILLS

-Selling skills can be broken into tree categories:

 Interpersonal skills; the ability to handle and
resolve conflict.
 Salesmanship skills, having the ability to sell
yourself and the product.
 Technical skills, being knowledgeable about the
product your selling and how it will benefit the
guest.
-Also the ability to up sell is very important. All this
involves is product knowledge and verbalizing it to the
guest in a pleasant, positive way:
 Up-selling is an art form and the best to do it without
guests even noticing
 Never ask for a drink in a manner, which can be
answered “yes” or “no”.
 If guest does not specify a brand of liquor, bartenders
should offer beverage by brand name. This technique
is referred to as “up-selling”.
Up-selling requires through knowledge of the products
available in order to be effective. Like for an instance,
the guest say, “I’ll have a vodka tonic.” The bartender
responds, “Would you like Absolute or Grey Goose?“

 NEVER OVER SELL! Always allow the guest to finish

ordering before you start suggesting. Be aware of what
the guest is ordering and make sure he/she understands
what he/she is getting.
PRODUCT KNOWLEDGE
- It is imperative that all bar personnel know what
brands are served at the bar; liquor, beer, wine, and
non-alcoholic drinks. The name of the product is
enough. All of the staff should known the different
flavours and good descriptive elements when
recommending brands to guests.

TYPES OF ALCOHOL
 SPIRITS
 BEER
 WINE
TAKING AN ORDER
 Begin by building rapport with your guests:
 Smile
 Be warm, enthusiastic, and welcoming
 “(Time of the day), Mr/s. XX or Ladies and Gentlemen
 My name is XX, Welcome to XX!
 “To begin I would like to point out our bar menu and
highlights some featured items.....”
 Up-sell premium beer, wine, and liquor whenever possible.
 If a single guest is seated anywhere in the Bar (and not
reading and working)
 Attempt to strike up conversation (without being
bothersome or intrusive)
 Make sure guests know that wines by the glass are available.
 Take orders systematically
 Ladies first
 Then the elders
 Host last (if obvious who they are).
 Always use a guest position numbering system to link each other
guest with their order (so you always know who ordered what).
 Place a napkin in front of each guest as you take their order.
 Engage with each guests as you take order.
 Maintain eye contact
 Nod to acknowledge understanding
 When a round of ordering has been completed, repeat all items to
avoid mistakes or misunderstanding.
 Whenever leaving the table, ask if anyone needs anything
else.
 Promptly enter the order in the POS system (to avoid
delay)
MIXOLOGY
-Bartender are responsible for knowing the beverage recipes to
include ingredients, portion sizes, glassware, mixing technique,
and garnishes. It is more than just knowing how to prepare drink
recipe. Bartenders often works in full view of their customers
and must perform their tasks in an exemplary manner.

PRESENTATION
-A creative, festive beverage travelling through the bar on a cocktail
tray will catch the eye of many guests, not just the one for which
it is intended. This will courage other patrons to try something
that they might not have necessarily ordered. Presentation is
not just for specialty drinks either- a simple highball serve in a
sparkling clean glass with then right garnish can have a great
appealing to the guests.
 Recommending upgraded beverage
 It enhance your guest’s experience
 It increase your tab and your facility’s revenue
 Ask “open” questions (that elicit information instead
of yes/no answer) in order to:
 Win your guest’s trust
 Enable you to discover their needs and interests
 What is the purpose of your visit?
 What kind of cocktails do you enjoy?
 What are your favourite types of wine?
 Product knowledge is essential to both service and up-
selling-use it to make recommendations that reflect your
guest’s interest.
 Specialty cocktails
 Premium spirits, beers, wine
 Appetizers
 Make suggestions sound appealing and appealing
 “If you’re interested in a cocktail, our specialty is a refreshing
XX, made with premium XX.”
 If your party would like a bottle of (varietal) wine, we offer a
terrific (vinter) that is (describe characteristics)
 “I’d like to point out that we serve a superb XX larger-and that
pairs wonderfully with our XX appetizer.”
 Endorse the Customer’s Choice
 “Great cocktail! You will love it.”
 “That’s a wonderful wine selection- you’ll see why it’s among
our most popular”.
 Always use a round, non-slip cocktail service tray with
coaster for all table service.
 Always check that all glassware and cups have no
 Spots
 Cracks
 Smears
 Watermarks
 Lipstick
 Before serving a beverage order, check that it’s fully
accurate, including:
 Amount
 Ice
 Garnish
 Temperature
 Vintage (for wine)
DELIVERING BEVERAGE
 Guests should receive their beverages within three
minutes of ordering them.
 Serve complementary bar snacks with beverage if your
facility provide.
 Serve orders in the same sequence you take them.
 Ladies firsts
 The elders
 The hosts
 When serving cold beverages
 Place a coaster in front of the guest
 If the drink is not pre-poured
 Pour at the table 2/3full
 Leave the bottle on the table with the label facing the guest.
 Deliver wines by the glass pre-poured in stemware.
 When serving hot beverage, place the cup and saucer in
front of the guest with the handle and teaspoon facing
right.
 For tea and coffee,
 Ask the guest if they would like you to pour it for them; if
they do fill the cup 2/3full
 Always place the pot and milk/cream container behind the
cup with the handles facing toward the guest.
 Make sure there a clean and neat caddy or bowl on the table
with:
 White and brown sugar
 Artificial sweetener
 For tea service, also provide a small dish (not a saucer) for use
tea bags.
 Ask always, before leaving the table, ask the guests is they
would like anything else.
CHECKING BACK
 Check on guest satisfaction within 2 minutes of delivering
each other.
 On every visit on table;
 REMOVE:
 Paper and debris from the table and floor
 Side dish bowls
 Anything not needed to enhance the guest experience
 Replace any soggy napkins.
 Refill bar snacks as needed.
 Pick up glassware without touching the rim of the glass in
order to:
 Maintain positive image
 Prevent the spread of bacteria
 Clean and sanitize tables within 5 minutes of party’s
departure
 When saying goodbye to guests
 Ask about future gatherings
 Offer to make future reservations
 Sincerely thank them for visiting and express your
hope that they will return.

“ALL BEVERAGE IS SERVED FROM THE RIGHT SIDE

OF THE GUEST”
 Server must present wine to the guest with label forward to
ensure it is what they ordered.
 Open the bottle of wine in front of the guest.
 Pour a small amount of wine for the person who ordered
the wine to sample and confirm satisfaction.
 Continue serving other guests, ladies first.
 Red wine must be served at room temperature.
 White wine must be kept on ice after serving in bucket, by
trying a napkin around upper part of bottle.
 Top off the glass as required.
 Handle glassware by stem all at times.
 Offer additional glasses or bottles when finished.
A BAR CONSISTS OF THE FOLLOWING THREE
PARTS:
 THE FRONT BAR
 THE BACK BAR
 THE UNDER BAR
THESE THE PARTS HAS ITS OWN FUNCTIONS.
THE FRONT BAR
It is the meeting point for the customers and the
bartenders where the customer order for their drinks
and are serve by the bartenders. The front bar should
be functional and have adequate space for pouring the
drinks and serving them. The height of the bar is
normally 42-48 inches. The width of the bar is 16-18
inches with the surface of water proof and alcohol
proof material and should be easy to clean. The front
bar supported on a vertical structure called “bar die”
which separated the customers from bartenders’ work
area.
 Bar table
 Rail
 Bar die
 Glass rack
 Arm rest
 Foot rest
 Pick up station
THE BACK BAR
It is located at the back of the front counter leaving
sufficient space for the bartenders to their work. The
back bar consists of display rack set over the storage
cabinet. The bar holds the bartenders to, all kind of
liquor bottles and sparkling- assorted glassware in
attractive manner which enhances the appearance of
the bar. Often the back bar is line with mirror at the
back which reflects the bottles stored in the rack. It
also acts as a merchandizing device by displaying the
bottles
The base of the back bar functions as a storage space and
the part of it may be a refrigerated cabinet. The extra
stock, such as drinking straws, napkins, cocktail
umbrella, and others.
THE UNDER BAR
It refers to the area under the front bar of the bartender’s
side. The under bar should be designed keeping in mind
the kind of drinks to be made, equipment is required, and
mixes needed for drinks. In other words, work flow must
be considered while designing the under bar. It is the main
centre for entire bar operations as the bartenders will be
facing the guests while preparing their drinks. Each station
will have its own supply of fast moving liquor, mixes, ice,
glasses, blender, sink, garnishes, etc.
The liquors station are group into “well brands” and “call
brands”,
 Well brands are house brands that serve to the guest who
do not specify a particular brand of liquor.
 Call brand are the brands requested by the guests.
 Pouring station
 Speed rail
 Ice bin
 Bottle wells
 Hand sink
 Drain board
 Glass sink waste dump
 Some General Consideration in Selecting Bar Tools
and Equipment:
 Survival
 Appearance
 Function
 Ease of care
Look for quality is makes very good business sense to
invest in high quality equipment for your bars.
 Survival
 Quality equipment will last longer and will withstand better
the wear and tear of high-speed operation

 Appearance
 Quality products are usually more pleasing to the eye, and are
likely to maintain their good looks longer.

 Function
 High-quality products are less likely to break down.
Breakdowns of any kind of hamper service and give a poor
impression of your operation

 Ease of care
 High-quality equipment is likely to be better designed as well
as better made.
 Back bar refrigerator  Glass washer
 Blender  Ice bin
 Bottle wells  Ice crushers
 Draft beer dispensing  Ice machine
machine  Juicer keg coolers
 Drain boards  Waste dump
 Glass brush  Wine/liquor dispenser
 Glass froster  Espresso machine
 Glass sink
The centrepiece of any pouring station is the ice chest
(ice bin), with or without bottle wells, having a speed
rail attached to the front. This piece of equipment is
variously known as a cocktail station, cocktail unit,
beverage centre or colloquially, jockey box.
BAR TOOLS
 Stainless steel is the metal of choice for small
equipment and utensils.
 Most of the small bar equipment is used for mixing
and pouring,
 A second group of utensils is used is preparing
condiments o garnish drinks.
 A third group is involved in serving
 Bar caddy  Ice pick
 Bar knife  Ice shovel
 Bar strainer  Ice tong
 Cocktail shaker  Jiggers
 Cutting board  Mixing glass
 Fruit squeezer  Muddler
 Funnel  Pourers
 Garnishing caddy/tray  Nutmeg grater
 Glass rimmer  zester
 Bottle and can opener
 Coaster
 Corkscrew
 Tray
 Ice bucket
 Picks
 Round tray
 Stirrer
 Wine bucket
Importance of glassware in bar operations:
 Part of the overall concept of the bar
 Its style, sparkle and quality express the personality of
the bar
 It has the part in measuring drinks you serve
 A message carrier: that means you know what you are
doing.
 A merchandising tool.
 BOWL

STEM

BASE/FOOT
 Tumbler
 Footed ware
 Stemware
 Mug
A tumbler is a flat-bottomed glass that is basically a
bowl without stem or foot. Its sides may be straight,
flared, or curved. Various by names of the drinks the
are commonly used for: old-fashioned, rock glass, high
ball, collins, cooler, zombie, pilsner. Glass jigger and
shot glasses are mini tumblers.
 Carafe  Juice glass
 Decanter  Shot glass
 Zombie glass  Shooter glass
 Old fashioned  Granite glass
 Highball glass  Vodka shooter glass
 Collins glass
 Pint glass
 Wheat beer glass
 Pilsner
Footed ware refers to a style of glass in which the bowl
sits directly on a base or foot. Bowl and base may have
variety of shapes. Traditional footed glasses include
the brandy snifter and certain styles of beer glass.
Today footed ware is also popular of on-the-rocks
drinks and highballs. In fact, any type of drink can be
served in a footed glass of the right size.
 Absinthe glass
 Cordial glass
 Banquet goblet
 Brandy snifter/ balloon glass
 Footed highball
 Hurricane glass
 Frappe glass
 Footed rock glass
Stem ware includes any glass having features – bowl,
foot and stem.

MUG
A fourth type of glass is the mug. You can think of it as a
tumbler with a handle or as a tall glass cup. It is usually
used for serving beers
 Margarita glass
 Cocktail/ martini glass
 Champagne saucer
 Champagne tulip
 Champagne flute
 White wine glass
 Red wine glass
 Sour glass
 Sherry copita glass
 Beer mug
 Beer Schooner glass
 Logo beer mug
 Stern beer mug
 Stein beer mug
 Handle with care
 Do not wash glasses mixed with plate or spoons.
 Never used it in scooping ice.
 Throw chipped or broken glass.
 Do not pour hot liquid with cold glasses.
 Never stack glasses.
 Do not handle glass in bouquet.
 Always handle glass by stem.
 A glass for dinner wine should be only half full, so the
drinker can swirl the wine around and appreciate the
bouquet.

 A brandy snifter of brandy is served so the customer

can savour the aroma.
THANK YOU FOR LISTENING!