Team Members

March 2009

Module 3 - Service

How to…

Test:

Please Tick Box When Completed

How To… Deliver the 5 steps to great customer service

Bottled products range and service

Soft drink range and service

Draught beer range and service

Qualities of a Great Bartender

Spirit range and service

Wines, Rose, Sparkling Wine and Champagne range

and service

Basic Barista

Loss Prevention

Explain and Demonstrate

Go over role of Bar Back – trainee to work hands on with

trainer demonstrating points during the busy period

•

Keeping the front of house area and bar area,

clean and tidy

•

Stocking up the bar during busy service periods

•

Collecting empties and washing, replenishing

glassware, cups, saucers, crockery

•

Re-stocking fridges – bottled products, milk

•

Controlling rubbish build up

•

Re-stocking of back bar – wines, spirits

•

Re-filling ice wells or ice storage containers

Team Members

March 2009

Explain TEAM – Together Everyone Achieves More –

explain the importance of working together as a team

and how this is important for the bar to function

properly – incorporate time keeping, working

together, helping each other out during service, going

the extra mile for the unit and the team

Explain

How To… process

Go through bar menu and prices –

refer to till system

Stock rotation –

explain principle of FIFO – First In First

Out – explain the importance of checking best before

and use by dates - explain how to record any wastage

Go through pouring the Perfect Pint –

demonstrate

pouring lager, bitter, stout and cream flow – allow

trainee to practice on a few pints – allow trainee to

make pints when ordered through a trained TM

during the shift. Issue Knowledge Checklists

– ask trainee to fill in the blanks on Checklist

Go through Bottled product range –

talk about taste,

ABV%, glassware, how to open bottles, high GP

products and how to serve the products – Refer to

Manual on Range – Issue Knowledge Checklists - ask

trainee to fill in the blanks on Checklist

Go through Soft drink range and mixers –

glassware,

regular and large drinks and how to serve the products

For the remainder of the shift trainee is to shadow

trainer during service –

helping to make drinks, bar

backing and closing down the bar – they are not to be

left to their own devices

At shift handover from am to pm –

go over handover

procedures – re-stocking, filling ice wells, stocking

fridges and the back bar, glassware washed and

stocked for pm service, bins emptied

At closedown / end of service go through how to clean

all equipment, post mix guns, fridges / freezers safely –

go through chemicals to use, PPE, health and safety

At closedown / end of service –

go through how to

break down the bar and clean it safely using approved

chemicals and PPE. To cover cleaning all surfaces,

sweeping and mopping the floor, marrying back bar

bottles and wine bottles

Go through Spirit range –

talk about taste, ABV%,

what they are best mixed with, glassware, high GP

products and how to serve the products – Refer to

Manual on Spirit Range – Issue Spirit Knowledge

Checklist and Spirit overview sheet – ask trainee

to fill in the blanks on the Checklist

Go through Wine, Rose, Sparkling Wine and Champagne

range –

talk about taste, ABV%, glassware, high GP

products how to open wine bottles and Champagne

bottles and how to serve the products – Refer to

Manual on Range – Issue Knowledge Checklist - ask

trainee to fill in the blanks on Checklist

Trainee to shadowTrainer –

for remainder of shift

making drinks, coffees and working the bar

Deliveries –

go through delivery entrance, security,

checking goods off against delivery sheet,

discrepancies, damaged goods, refrigerated / frozen

goods, safe storage and stock rotation – FIFO.

Consequences of signing for goods not received

– How To….Process goods received