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Bar Operation

KTS Food & Beverage
by

on 20 September 2013

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Transcript of Bar Operation

Bar Service Standards
&
Operation

Sequence of Service
A written checklist of service ensures the consistency of the services offered and acts as a guideline to all team members.
1. Welcoming Guests
2. Escort to the table
3. Introduce yourself and present menus
4. Serving Water
5. Take the order
6. Placing order/s to system
7.Check Satisfaction
8. Clearing and Crumbling
9. Presenting the Bill
10. Bid Farewell. Thank the Guest/s
Service Sequence
Always lead the guests.
Use open palm in directing which way to go.
For elderly and/or disabled, assist properly.
Always follow guest preference.
Escorting the Guest/s
Regular water must be served immediately with a coaster.
The water is poured from the right hand side of the guest.
Keep a serviette handy.
Water Service* (Coffee & Tea)
Ensure that the bar is ready for the service.
Greet all guest/s with a SMILE KEEP YOUR EYES UP.
Greet the guest first, before the guest greets you.
Ensure your body language is positive - eye contact, friendly smile, welcoming stance.
Once guests are seated, introduce yourself while presenting the drinks list to the guest.
Welcoming Guest/s
Offer the menu to each guest, ladies first.
Open the menu to the first page while offering it to the guest.
Check that the menu is not upside down before offering to the guest.
Introduce yourself & Present Menu
Approach the guest & take the order ‘at the right time’
Stand at a convenient distance from the guest.
Make useful recommendations and suggestions.
Propose a choice of snack or light dish that matches/complements the beverage selected.
Restate the guest’s choice at the end of the order.
Taking Orders
Know what your product is
Ingredients
Preparation time
Suggest other food items best to go with the drink ordered
Knowing your product
All beverage is served from the right side of the guest.
Thank guest: "Enjoy your drinks, Sir/Mam."
Presentation / Serving
Check when it is the right time to interrupt.
"How's your drink?" "How's the taste?"
"Is there anything else I may assist you with, Mam/Sir?"
"Thank you very much. Enjoy your drinks."
Check Satisfaction
Place the bill on a bill fold
Excuse yourself and present the bill to the guest.
Thank the guest and excuse yourself.
Proceed to posting the bill.
Presenting the Bill
After processing the bill, return to guest and hand over change if there are any.
Assist guest as they prepare to leave.
Lead guest to doorway.
Sincerely thank guest, and bid farewell.
Bidding Farewell
SERVICE ATTENTIVENESS
Eyes up and follow up
Courtesy
Happy Staff
Be There For Your Guest
Establish Guest Connection

High bar customer service standards are essential to the growth and success of an establishment.
S E R V I C E S T A N D A R D S
Service Standards
Bartenders must always have their eyes up. Go towards the guest.

After the drinks have been presented, follow up within two minutes to see how the guests require anything else.

Remain pleasant and smiling while always keeping an eye on the guest.



Eyes up and Follow-Up
Customers should be treated "like members of a private club".Remembering names and favorite drinks/meals of customers encourages them to return and possibly recommend the establishment to others.
Courtesy
Keeping the staff motivated helps them perform their job well.

Incentives to perform well, such as bonuses and gift certificates, are in place in order to encourage optimal work.
Happy Staff
Be there for your guest from before they arrive until they leave. Paying attention to the guests helps them come back.
1. Readying the bar
2. Greeting the Guest
3. Approaching the Guest
4. Table Maintenance
5. End of Service
Be There For Your Guest
The bar experience can be made up of several significant points, however, the one that supersedes all, is that the service staff and management “connect with the guest.”

1. Smile
2. Focus on the guest
3. Eliminate Guest Complains
4. Saying goodbye
Establishing Guest Connection
Show your guests that you care about your bar.

Keep your bottles well lined and orderly. Keep the bar clean and tidy. Daily cleaning.

Ensure that the counter top and surrounding table are all clean.


Readying the bar
Greet the Guests
You should approach everyone to the bar, chat them up just a little and then move to their orders.

Take orders from women first and men second.

Remain available and discreet until the guest is ready to order.
Approaching the Guests
Table Maintenance
Table maintenance is a big issue and impacts directly on the level
of service offered.

Guests like to sit at a clean table and one that is clutter free.

Offer more wine/beer/cocktail, clean up spills and show the guests that you are mindful of their experience at your bar.
End of Service
Service does not end until the guest leaves the bar. Sincerity is not real unless carried through to the end. After the guest pays and is leaving, drop by the table and say: “Good-bye, thank you for coming in and I hope you enjoy the rest of your evening.”

This is the guest’s second-to-last impression and you should do everything to make it as good as you can.

Saying good-bye is an easy one.
Everyone should smile all the time when on the restaurant floor. The bar is a stage and the bartender an actors.
Smile
It is important that every staff member realize that their primary job is the “guest connect.” They should create an environment that makes every guest feel perfectly
comfortable at the bar so that the guest will
want to come back to enjoy it again soon.
Focus on the guest
Eliminate Guest Complains
Guests no longer complain if they have a relationship with you and you put yourself in a position where you can provide them with information about what is going on.

If you make the “connect,” then the guest can inform you of issues in a different manner — asking for help or
asking what is going on.
Saying Goodbye
Remain available and discreet until the guest is ready to leave.

All team members should react when a guest is leaving, saying a word of goodbye, a warm smile or wai to acknowledge the guest.

A guest must not leave the bar feeling invisible and ignored.
THANK YOU
Every guest should be individually and personally greeted as soon as they enter the bar

Eyes must be up all the time with welcoming smile and positive body language.

Once guests are seated, introduce yourself while presenting the drinks list to the guest.

Advise guests of any specials, promotions or unavailable items.
Approach the guest & take the order ‘at the right time’
Stand at a convenient distance from the guest.
Make useful recommendations and suggestions.
Propose a choice of snack or light dish that matches/complements the beverage selected.
Restate the guest’s choice at the end of the order.
Orders Taking
Use the following for bar service
Wine and sparkling
Beer
Spirits
Coffee & Tea
Bar Snack
Bar Service
Ask the guest their preference :
"On the rocks or straight"
Mixer should be served separately and poured in front of the guest.
Serve with an assortment sugar
& sweeter in a bowl and cup of milk
Complimentary bar snacks are to be served with beverages for all drinks
Open your eyes and Smell
Observe guest, guest should not disturb other patrons
If you feel the guest disturbs : React
Ask kindly : "Please consider our other guest"
Call the manager & log it.
Inappropriate Guest Behavior
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