Bartender. Bartender Steps of Service. Bartender Content. Steps of Service 1. Bar Service Sophistication. Bartender Stations 2 Ticket Flow 2

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1 Bartender GOAL Create such a welcoming environment for our guests that it makes them want to regularly come to YOUR Copeland s for the best southern hospitality and fresh crafted beverages in town. Bartender Content Steps of Service 1 Bar Service Sophistication 2 Bartender Stations 2 Ticket Flow 2 Bar Set Up 3 Bar Terminology 3 Bartender Steps of Service Although the Bartender Steps of Service are very similar to the Server s, a few modifications exist that you must be familiar with: 1. Greet and acknowledge guests within 60 seconds or less from the time they are seated. If you don t recognize the guest, ask them if they are a first time guest. If so, use the First Timer Spiel. 2. Tour guide drinks and appetizers. Take the beverage order. Suggest appetizers by name before leaving to get drinks. 3. Sell the appetizer order. 4. Make and deliver drinks within 2 minutes or less. Stage and deliver the appetizer order within 8 to 10 minutes. 5. Tour guide entrées and take the entrée order. Introduce and sell Copeland s Lagniappe Club. 6. Stage and mark the table or bar top for entrées. 7. Use silent service with correct pivot point placement to deliver meals. Conduct 2 minute/2 bite check back. 8. Tour guide desserts. 9. Pre-bus entrée dishes. 10. Sell House Brew Coffee, specialty coffees, and afterdinner drinks. Take the dessert order. 11. Deliver dessert, after-dinner drinks and coffee within 5 to 8 minutes. Beer Terminology 4 Pouring Techniques 4 5 Ice & Garnishes 6 Bar Banks 7 End of Shift Responsibilities An accurate, updated guest check is placed in a rocks glass in front of our guests at all times. Throughout the steps of service, whenever an update is made to the guest s check, place a new copy of the check in the rocks glass. 8 Controlling Costs 8 Crash Kit 8

2 Bar Service Sophistication Similar to our dining room service, we want our guests who choose to sit in the bar to have service with sophistication. This is what it looks like at the bar: Throughout our guests experience engage them in conversation to make them feel welcome in YOUR Copeland s. Make eye contact with them as you interact. Never sit down with a guest or a friend while on duty, even if they ask you to. Provide special attention to guests who come in and sit at the bar alone. They typically want faster service so they can get in and out quickly. If a guest offers to buy you a drink, let them know No thank you. Guests can see the whole bar as they sit there, so consider it your stage and have some fun while maintaining Copeland s service standards. Maintain a constant focus on every guest who enters the bar, not just those who sit directly in front of you. This is known as three-deep mentality. Bartender Stations There are two stations you will need to be able to manage: Main Bar when working this station your primary focus is providing lagniappe hospitality and service to all bar guests. If the restaurant is on a wait, and our guests come into the bar to have a drink while they wait, provide fast, accurate beverage service and check presentation. Service Well your primarily role when you work this station is to fill all beverage orders placed by the Servers. Ticket Flow When working the service bar, the following ticket flow system is enforced to maintain speed and efficiency: Pull tickets from the POSI, placing the tickets in order starting with the oldest on the left, then working your way to the right. Review tickets immediately to see how you can maximize your steps in order to maintain drink quality. For example, if there is more than one of the same beverage on different tickets, consolidate and make as many as you need. Start with the oldest ticket, complete the tickets in sequence using the following guidelines: 1. Prepare ice cream drinks first as they take the longest to make. 2. Make frozen, blended drinks. While the frozen, blended drinks are blending, continue as follows: 3. Begin strainer drinks. 4. Preheat or chill glassware. 5. Pour cocktails. 6. Pour wine and/or beer. Set beverages on the counter in pivot point order, starting with position 1 in front, working toward the last position at the back. Place the POSI ticket under the front beverage. Drinks are delivered within 1 minute upon completion of the ticket.

3 Bar Set Up A perfectly set up bar is essential to maximize speed and efficiency, thus helping us to win the shift. The following standards depict the items necessary for a thorough set up: Use the Opening Checklist, Par List, and Station Diagram to set up the Service Well. Conduct the Bar Line Check to ensure product quality, shelf-life, and shift readiness. At lunch time only, set up the bar top for service by doing the following first: At each bar seat, place a menu and silverware roll up on top. Set wine decoy glasses. Fill martini glasses with ice; set up shakers; alternate martini glasses and shakers along the edge of the bar. Swirl beverage napkins into 2 stacks on either side of the beer tap. Stock bar towels and black linens. Set up sanitizer bucket. Use the Bar Cleaning Checklist to maintain the bar area throughout your shift. Bar Terminology In order to properly prepare our beverages, you need to understand the common beverage-related terms used to describe alcoholic beverages. Here are some of the most common: Chill: Used to chill liquor without diluting it. Ice is added to a shaker tin with the ingredients, but the ice is strained from the drink prior to serving. Dirty: Describes a martini with a splash of olive juice. Dry: Relates to the level of vermouth added to a Martini. Dry equates to very little vermouth, Extra Dry even less, and Extra, Extra Dry is none. Float: Liquor is added without shaking so it creates a distinct layer on top of the other ingredients. High Ball: Any liquor served with ice and soda. Muddled: A process used to crush ingredients, extract juices or dissolve solids into liquids. Neat: Liquor served straight, as a shot at room temperature. Perfect: Sweet and dry vermouth are added, served with a twist. Rocks: A drink made with liquor over ice, no mixers. Shake & Strain: Process used to make shooters and up drinks with a mix. Short: A beverage prepared with a small amount of mixer; served in a short glass. Splash: A beverage made with just a splash of a mixer. Tall: Beverages prepared with a larger amount of mixer: served in a tall glass. Twist: A slice of the rind of a lemon or lime twisted or rubbed around the rim of the glass, then dropped into the drink. Up: A drink served without ice, even though it may be chilled.

4 Beer Terminology Ales: Top fermenting yeast rises to the surface during the first few days of the brew process before settling on the bottom. Fermentation takes place in warmer temperatures to give the yeast a chance to multiply. Ales are higher in alcohol, noticeably fuller and more complex in taste. Stout: Strong, very dark, heavy-bodied ale made from pale malt and roasted unmalted barley and (often) caramel malt with hops. Lagers: A pale, bottom-fermented beer of moderate strength that originated in Central Europe. Lager is fermented at much colder temperatures (between 32 and 50 F) than Ales. Specialty: An all-malt (or nearly all-malt) beer made by any one of America's small, regional, micro- or pub-breweries. Non-Alcoholic: Non-alcoholic beer (NAB) is a slightly misleading term used to describe beer with very low alcohol content. The vast majority of NABs are lagers, but there are to a lesser extent some that are ales. Pouring Bottled Beer 1. Tilt the frosted beer glass at a 45 angle. 2. Allow the beer to run down the inside of the glass; slowly turn the glass upright as it approaches full. 3. Stop pouring the beer as it reaches 1/2 to 1 inch from the top. This allows the formation of a nice 1/2 head. This helps release the beer s CO2, which helps Pouring Draft Beer 1. Tilt the frosted beer glass at a 45 angle and open the tap. 2. Allow the beer to run down the inside of the glass; slowly turn the glass upright as it approaches full. 3. Close the tap as the beer reaches 1/2 to 1 inch from the top. This allows the formation of a nice 1/2 head. If the beer is pouring with a strong head, pour the beer and go do something else. By the time you return the beer will have settled. Pour the rest of the beer as instructed above. DON T DUMP THE FOAM! Dumping beer means pouring money down the drain.

5 Free Pouring Free pouring a precise portion of liquor without using a shot glass requires a great deal of practice and speed. To do it properly: Grasp the neck of the bottle and the pour spout. This allows for control and balance of the bottle. Place your index finger near, but not over, the spout airhole to allow for flow control. To pour, flip the bottle so the bottom of the bottle is straight up. If you need to slow the flow of liquor, cover the air-hole with your index finger. When the pour is complete, quickly flip the bottle back to an upright position. When pouring two or more portions from the same bottle into two separate glasses or blenders: Place the glasses together so no spillage occurs. Keep the bottle bottom up. Keep the bottle spout close to the glasses. Put your index finger over the air-hole to slow down liquor flow. Pop the bottle and jump liquor from one glass or blender to the other. In order to avoid splashing and wasting liquor when free pouring, pour the liquor into a gap in the ice. As the liquor is pouring from the spout, count based on the amount of liquor needed. Every 1/4 ounce is 1 count. For example: 1/4 ounce: 1 count 1/2 ounce: 2 count 3/4 ounce: 3 count 1 ounce: 4 count 1 1/4 ounce: 5 count 1 1/2 ounce: 6 count Pouring Wine by the Glass 1. Set the appropriate number of wine glasses on the bar. 2. Using the decoy wine glasses as your guide, pour the appropriate amount of wine into the glass. 3. As you are finishing your pour, twist the bottle to alleviate wine from dripping on the outside of the glass.

6 Garnishes Garnishes enhance the overall appearance of a beverage and are an essential part of the drink. Garnishes must be: Ice Ice must be fresh, clean, and cold in order to enhance our beverages. Fresh ice is clear, not cloudy. Ice should be solid, not showing signs of melting. Use an ice scoop to get ice, not a glass. If something breaks or spills into an ice well, put a bar towel over the well and inform other Krewe members not to use it, and then clean out the well. Clean the ice well by doing the following: 1. Melt the ice. 2. Remove any debris (i.e., broken glass). 3. Thoroughly clean and sanitize the entire well. 4. Refill only after it has dried completely. Fresh in appearance and vivid in color. Free of visible signs of age or deterioration. Washed in cold water before cutting. Cut using a clean cutting board and a clean, sharp knife. Covered, labeled, and stored under refrigeration. Prior to storing cut citrus garnishes, rinse them with soda or water and drain thoroughly before storing. Cherries, olives, and cocktail onions are stored in their own juice. Cut celery is stocked on the station in ice water, and stored in water to help retain crispness.

7 Bar Banks When you arrive for your shift, your Manager will provide you with a bar bank. It is your responsibility to do the following in terms of maintaining the bank: Immediately count the bank in the presence of your Manager. Do not allow any other Bartenders or Servers to use your bank or to get their own change from your bank. When a guest pays in cash, do the following: As you pick up the guest s cash, let them know you are taking it and eliminate any confusion as to what denomination was provided. For example: Thank you Mr. Jones. That s going to be out of $20? Lay the cash payment on top of the drawer until you ve counted out the change. After you ve removed the change, place the cash payment in your bank. If you need change during your shift, immediately notify your Manager. If your bank accumulates over $1000 during the shift, ask your Manager to remove the excess. Insert a photo of a $20 laying across the bar bank drawer. At the end of your shift, your responsibilities relating to your bar bank are as follows: Upon closing out of your register, the Manager will run your Bartender Checkout Report and escort you to the office to count your bank. You and your Manager will verify your bank amount in comparison to the Bartender Checkout Report to determine how much cash needs to be recorded as a drop. Keep the office door locked while you count the bank. Only 1 person should be doing their checkout in the office at a time. You are allowed a 1% of cash variance before a performance counseling session will occur. If your bank is consistently out of balance, you will be terminated. What s wrong with this picture?

8 End of Shift Responsibilities At the end of your shift set up the rest of the Krewe up for a winning shift by doing the following: Re-stock the entire bar to par level. Make sure to check: Beer Wine Liquor Napkins/Straws Glassware Plates Silverware Properly store all mixes, juices, garnishes, and ice cream. Clean the following: Fruit containers Mixing glasses and tins Strainers and utensils Bar top Ice bins Floor All bottles in the speed rail Flush the beer drains and clean the drip pans and grills. Empty trash, clean out trash can. Store it overnight without a liner to allow it to dry. Check out with a Manager. Controlling Costs One of our measured results is beverage costs, thus it is essential for all Bartenders to work together to ensure we meet our goals. Adhere to the following processes to ensure you contribute to the win: Check glassware for cracks and cleanliness before using to mix a drink. Record all broken liquor and wine bottles, spilled drinks, and mistakes on the Spill Sheet. To replenish empty wine and liquor bottles: Place the empty bottles in the designated area. Record the bottles on the Liquor Pull Sheet. At an appropriate time, replenish the empty bottles by doing a bottle to bottle swap. Have all liquor pulls verified by a Manager. Keep the liquor storeroom locked at all times. Comp drinks only at the discretion of the Manager. Inform your Manager of all spills, mistakes, and comps. Never leave the bar unattended. Follow recipes 100% of the time. Cut garnishes properly and to par to minimize waste. Maintain proper par levels. Do not make any drinks for the Servers unless you have a POSI ticket (or handwritten ticket in the case of a POSI malfunction). If the POSI system malfunctions, use the crash kit procedures to ensure all beverages are accounted for. Crash Kit When the POSI system fails, use the following crash kit procedures: Neatly write all drinks and menu items ordered by your guests on a guest check. Use the menu to determine the correct beverage price. Write the price next to each corresponding item. Multiply the total by the appropriate sales tax amount. Write the tax at the bottom of the guest check. Total the guest check by adding together all the menu items and the tax amount. Write total amount neatly in the Total column. Present your guests with a clean, neatly written ticket when they are ready to pay. When the computers are restored, ring all tickets as Do Not Make. Print all tickets and staple them to the respective handwritten ticket. Close out all checks properly. Hand in all handwritten and POSI tickets with your cash out.