Name BARTENDER MANUAL APRIL 2017 Our Mission: To Consistently Exceed Our Guests Expectations

Transcription

1 Name BARTENDER MANUAL APRIL 2017 Our Mission: To Consistently Exceed Our Guests Expectations 2

2 TABLE OF CONTENTS BAR TRAINING OVERVIEW... 3 BARTENDER UNIFORM PROFILE... 4 WHY WE ARE CHARLESTON S... 5 CHARLESTON S MISSION STATEMENT... 6 SECTION 1 - CHARLESTON S BAR... 7 Free Pouring... 9 Glassware Beer/Beverage Pricing Structure Liquor General Information Liquor List & Price Class Wine List Bar Vocabulary Bar Garnishes Bartender Service Standards Charleston s Bar & Bar Guest Philosophy SECTION 2 - DRINK RECIPIES SECTION 3 BAR OPENING, AFTERNOON, & CLOSING CHECKLISTS

3 Day 1 8:00-10:00class Opening bar shift Day 2 Opening bar shift Day 3 Closing bar shift Day 4 Closing bar shift Day 5 Sign-off closing bar shift General Quiz Tour Bar manual Opening Duties A.M. shift responsibilities Run shift-trainees split tables Performance appraisal A.M. shift responsibilities Speed drills Liquor order check-in (if today) Run Shift-trainees split tables Performance appraisal Bar Test 1 P.M. shift responsibilities Dividing tips Run Shift-1 trainee runs well and other runs bartop Performance appraisal P.M. shift responsibilities Run Shift- trainees perform opposite roles of last night Performance appraisal Bar Test 2 Trainee runs service well solo-trainer assists as necessary Trainee performs all closing functions Performance appraisal DATE: TIME: DATE: TIME: DATE: TIME: DATE: TIME: DATE: TIME: 4

4 MISSION STATEMENT To Consistently Exceed Our Guests Expectations! 5

5 SECTION 1 CHARLESTON S BAR ALCOHOL AND SERVICE PHILOSOPHY Here at Charleston s, our guests have chosen a casual dining experience. They primarily join us for our great tasting food and superior service. Another large aspect of this experience (and our most profitable) is alcohol beverage service. This includes distilled spirits, wine and beer. Just as in our food products, we offer the best quality beverages in large portions, at a reasonable price. However, this is a tremendous responsibility for us as a corporation and you as an individual. Therefore, it is mandatory that you are fully aware of our policies; local, state and federal laws, and how alcohol beverages affect people. We have a professional responsibility to effectively manage our guests who are consuming an alcohol beverage. TO SUPPORT THIS PHILOSOPHY, WE ASK THAT YOU: 1. Maintain a high level of awareness about guests who may be drinking excessively. 2. Bring All potential problems to management s attention immediately. 3. Do not unlawfully serve any person under the age of 21 or any person who is visibly intoxicated. Any person who appears to be under 30 years of age may be required to present a valid photo identification to verify that he or she is 21 years of age or older. In the absence of authentic identification or in case of doubt, bring it to your manager s attention. 4. Obtain a liquor license and carry it with you at all times (this is required by law). **Alcohol service laws and regulations vary by state and county so check with your trainer for the specifics at your store. ** IN TURN, WE COMMIT TO: 1. Personally handle ANY and ALL liquor related problems with our guests. 2. Charleston s is committed to the responsible service of alcoholic beverages to guests. Our philosophy is committed to actions that will help reduce drunk driving. Do not be embarrassed or afraid to ask for identification. It is very acceptable and it is your responsibility to approve ID s for those individuals that appear to be under 30 years of age. Your trainer and management staff will inform you of acceptable forms of ID s. However, a good rule is to let a manager approve any ID that is not a valid state issued driver s license. 6

6 ID s should be carefully scrutinized as follows: 1. Confirm that the ID indicates the guest is 21 years of age or older. 2. Confirm that this is the ID of the person you are carding. 3. Confirm that the ID in no way has been tampered with. 4. Confirm the ID is valid (not expired). 5. Confirm the ID is a government issued document (turn ID over, it will say NOT a government issued document, if it is fake). ALCOHOL AWARENESS As a person s Blood Alcohol Concentration increases, their behavior begins to change. As a bartender, you should know the progressive effects of alcohol and be alert to the visible signs that assist you in recognizing overindulgence. Although any one of the following behaviors may not necessarily mean intoxication, a combination of several behaviors is a definite warning signal: Slurred speech Radical change in behavior (i.e. Guest becomes increasingly loud and aggressive in conversation) Difficulty in reasoning and decision-making (in a state of confusion) Unaware of surroundings (i.e. Lighting cigarette from the wrong end) The body burns up approximately 1 oz. of alcohol per hour. Nothing can change this rate, but eating food or drinking coffee can consume time while the body is burning the alcohol. Everybody responds to alcohol differently. The following are factors that influence how people respond. Size/ Weight Fatigue Strength of drink Rate of consumption Gender Amount of food consumed As a bartender, it is not your responsibility to tell a guest that they have had too much to drink. It is your responsibility to inform management of anyone displaying signs of intoxication. When this situation occurs, do not say anything to the guest, but immediately inform the Manager on Duty (M.O.D.). Give him or her specific information including guest time of arrival, type and amount of alcohol consumed, and what, if anything, the guest has had to eat. 7

7 FREE POURING The object of free pouring is to make a consistent and quality drink without the use of a jigger. It increases your bartending speed and efficiency and incorporates showmanship skills in bartending. Free pouring is based on the amount of liquid that passes through a pour spout in a given period of time. The unit of measure is ounces. At Charleston s we use everything from ¼ oz. pour to a 2 oz. pour. The measure is calculated by counting 1 count for each ¼ oz. For example, a recipe calling for 3/4 oz. would be a 3 count. As another example, a recipe calling for 1 ¼ oz. would be a 5 count. You should clasp the bottle with all fingers and thumb around the neck of the bottle. Tilt the bottle so that it pours freely. Start the count the exact moment the liquid leaves the bottle. To cut the flow of liquor, twist your wrist, bringing the bottle into a parallel position to the forearm. Your trainer will demonstrate this procedure for you. As a Charleston s bartender, you will be pour tested on a daily basis. Pour testing should be done at the beginning of every shift to ensure consistency and maintain liquor cost. An exacto pour and dummy bottles are available for practice and testing. A form, similar to the one on this page, should be completed when pour testing. Since a bartender needs to be able to pour consistently with both hands, you should test yourself pouring using both hands. You need to record you results and be signed off by a manager. Left Hand Right Hand Point Value 1/4 OZ. 10 PTS. 1/2 OZ. 10 PTS. 3/4 OZ. 10 PTS. 1 OZ. 15 PTS. 1 1/4 OZ. 15 PTS. 1 1/2 OZ. 20 PTS. 2 OZ. 20 PTS. TOTAL SCORE: 100 PTS. 8

8 POURING GUIDELINES 1. Make sure all spouts are pointing to the left in wells and on stair-steps. 2. Grip bottles and store & pours by neck only, being careful not to cover the air hole on spout. 3. Fully invert wrist. 4. Take an aggressive approach while pouring. 5. Save time by pouring with both hands when needing to pour from two bottles. 6. When pouring with left hand be able to spin bottle 1/2 spin until it faces right. 7. On singled out orders, pour liquor and mix simultaneously. 8. When pouring same liquor in two or more drinks, use one motion; pour straight or bounce and shift across instead of pouring one and lifting bottle up and then going on to the next. 9. Completely drain empty bottles as they are emptied. 10. Remember chilled or frozen liquors and heavy bodied liquors will pour slower. ICE Ninety-five percent of the drinks you make are made with ice. There are a few basic rules to remember about ice: 1. Ice must be hard, clear and clean. Make certain you always have an unending supply of ice. Be aware of ice machine operability. Ice may vary in temperature. Note, warm ice will melt quickly and dilute drinks. 2. Ice must be clean. Keep all impurities out of the ice. Under no circumstance are you to store bottles or other containers in the well. Never handle ice with your hands or scoop with glassware. Immediately burn entire well if any glassware breaks in, on, or near the ice bin. 3. Glassware should be full to heaping with ice when building cocktails, the exception being wine or wine beverages poured over ice in which glass is filled 3/4. 9

9 ING TECHNIQUES There are three basic methods for mixing drinks at Charleston s: Build - Cocktails made in the same glass that they are served in. Mix- Cocktails made in the bar tin to thoroughly combine by shaking and creating a slight froth. Most cocktails containing sweet-n-sour or rita mix will require mixing. Chill - Stirred drinks or strained drinks are made in a mixing tin and stirred with a wrist motion and then strained. Stirring mixes the ingredients, assures proper dilution and chills to proper temperature. Be sure to chill glass first before mixing drink. STANDARD DRINK POURS One Liquor (6ct) Two Liquor (8ct) Three Liquor (6ct) Four Liquor (8ct) Coffee (6ct) Juice (6ct) Rocks (8ct) Wine 1 1/2 oz. 1 1/4 oz. + 3/4 oz. = 2 oz. 1/2 oz. + 1/2 oz. + 1/2 oz. = 1 1/2 oz. 1/2 oz. + 1/2 oz. + 1/2 oz. + 1/2 oz. = 2 oz. 1 1/2 oz. 1 1/2 oz. 2 oz. 6 oz. ** These are basic standard pours for each type of drink we serve. However, there are several drink recipes which are an exception to this rule. ** 10

10 CASH PROCEDURES 1. When coming on duty, a manager will supply you with the appropriate cash drawer. This drawer should be counted by you prior to use. Be sure to verify the cash drawer amount, you will be responsible for any difference when checking out. The cash drawer should contain $ at the start of each shift. Take nothing for granted, and never leave money unattended. 2. If you should need change during your shift, contact a manager. Under no circumstances should anyone else make change for you. Bartenders are not to make change from tip bowls during the shift. 3. A.M. and P.M. Bartenders will ring up on separate badges. There will also be a separate badge for To Go food and bar tables. BARTENDER CASH REGISTER POLICY 1. No change from tip bowl or pockets to drawer during shift 2. All drinks pre-rung 3. All tabs should be rung as you go 4. All mistakes must be recorded on waste sheet 5. No drinks to wait staff without pre-rung ticket unless with management approval CHECKS/TRAVELERS CHECKS 1. Personal checks will not be accepted. 2. We accept American Travelers checks only. (No Canadian or Mexican Travelers checks) 3. We accept the following credit cards: American Express, MasterCard, Visa, and Discover. 11

11 CHANGE-MAKING PROCEDURE A. State the total to the guest. B. If the guest pays with a large bill, repeat the total and call the bill. Example: The total is $5.60 and the guest hands you a $20.00 bill, repeat $5.60 and say out of twenty. C. Go to register, place the bill on the counting ledge until you have pulled the correct amount of change due back to the guest. D. Count change backwards to denomination. E. If for some reason the guest has left while you were making change, do not place the change on the bar; hold on to it until he/she returns to accept it. CREDIT/DEBIT CARD PAYMENTS A. Before authorizing a credit card, make sure you have the correct tab opened up. B. Follow correct authorizing procedures on the P.O.S. system. C. Terminal will begin processing. Once processing has been completed, the credit card receipt will print out. D. Settle out the check as soon as possible after the guest has signed, making sure to enter a tip amount, if given. E. Pull any tip left on the voucher by the guest from the bar drawer and put it into the tip bowl. 12

12 GLASSWARE Observe these four basic rules concerning glassware: 1. Always use the proper glassware; never guess, assume, or substitute. Often presentation or recipe will call for glassware to be chilled, heated or rimmed. The procedures for each are listed below: Chilled - Fill glass with ice and water, let set for approximately one minute, then empty. Ex: Chilled wine glass. Heated - Fill glass with hot water and let set for approximately one minute, then empty. Ex: Bailey s & Coffee Rimmed - Spin rim of glass on fresh lime slices, and then into either salt or sugar. Ex. Perfect Margarita 2. Make certain the glassware always sparkles! Following proper glassware washing procedures will insure no beverage will be wasted due to a spotted or streaked glass. Pay careful attention for lipstick and other stubborn substances that adhere to glass. A cleaning chart will be provided for hanging glassware that will require sections of glassware to be cleaned and polished during each shift to insure sparkling glassware. 3. Immediately dispose of any glassware that is chipped, cracked, or otherwise broken. Please record all broken or chipped glassware on the breakage log sheet. Do not lay broken glass on a full or partially full trash can! Take care when handling glassware so not to chip or break. 4. Inform a manager of any critical glassware shortages. Be Aware! 13

13 PINT or 13 OZ. HI-BALL 9 OZ. ROCKS Sodas Gingerale Collins Juice drinks 3 or more liquor beverages Specialties Juices Milk Requested tall beverages Waters Iced teas Beers (We do not pour bottled beers) Peach Bellini 1 liquor beverages Sours Juice w/o ice 2 oz. pour and served on the rocks 2 oz. pour neat Shooters made w/o mixers or juice 8 ½ OZ. FOOTED COFFEE 20 OZ. WINE 9 0Z. TULIP Hot beverages with liquor Hot chocolate Apple cider Wine Red & White Beverages made with wine and a mixer/juice over ice Champagne Mimosa 14

14 9.25 OZ. COCKTAIL 12 OZ. SNIFTER Chilled and strained Brandy or B&B served beverages straight up Perfect Margarita Sambucca Served straight up Cognacs served straight up Grand Marnier served straight up 15

15 STRAW SPECIFICATION Pint or Collins Pint (Tall Mixed Drinks) Hi-ball Rocks- with one liquor Rocks-with more than one liquor Beer Glass Footed Coffee Wine Wine (Wine Cooler) Cocktail Snifter To go Cups (Kid s bev.) - 1 jumbo straw - 1 jumbo straw - 1 short black straw - None - None - None - 1 short black straw - None - 1 short black straw - None - None - 1 jumbo straw 16

16 LIQUOR GENERAL INFORMATION WHISKEY This is a VERY general description of the making of Whiskey: 1. Cook the grain or steep it in hot water. This is called MASH. 2. Add MALT, and the starch in the mash changes to sugar. 3. Add YEAST, and the sugar changes to alcohol. The liquid is now about 20% alcohol. (In sour mash bourbon, fermentation begins with mash from a previous distilling instead of yeast.) 4. The liquid is now distilled, and becomes about 80% alcohol. 5. Water is added until it becomes 50% alcohol. 6. The liquid is aged in casks or barrels. BLENDED: During WWII, there was a shortage of aged straight Whiskey. Distillers had to blend mature Whiskey with un-aged Whiskey, grain neutral, or pure alcohol with little or no flavor. Cheap blends would be made with alcohol, and combining different kinds of straight Whiskey would make nicer blends. MOST WHISKEYS ARE BLENDED. SCOTCH To be called Scotch, it MUST be made in Scotland. However, it can be bottled elsewhere. Most Scotches are blends of malt and grain Whiskeys - the higher the amount of malt, the higher the quality. SINGLE MALT: These are unblended Scotches. Before 1850, all Scotches were unblended. Single Malts are the best of the Scotches. IRISH: The difference between Irish and Scotch Whiskey is smoke. The Scots burn peat to dry the malt, and the Irish use coal. The peat burns slowly with lots of smoke, giving Scotch a smoky flavor. Coal burns quickly at a high temperature. Irish Whiskey is usually aged longer, giving it a much stronger taste. It is not very popular in the United States. Blended Irish Whiskeys are milder and more popular here. BOURBON These are made in America, and must contain at least 51% corn. They originated in Kentucky (which was first settled by Scots). Tennessee Whiskey is the same recipe except that it is then filtered through charcoal from maple trees. CANADIAN: Like American Bourbon, these are made mostly from corn. Sweet mash is used in distillery instead of yeast. GIN Made from grain alcohol, mostly corn and then it is distilled a second time and filtered through juniper berries, orange peels, and acacia bark. American Indians used Gin to treat arthritis - the AMA has recently discovered it s medicinal value. 17

17 VODKA By US law, Vodka must be tasteless, colorless, and odorless. Recently this was changed to allow importation of flavored Vodkas such as Absolut Citron and Peppar. Originally made from potatoes, it is now made from any available grain. Vodka is not aged, and was virtually unknown here before WWII. Stoli (Stolichnaya) is Russian made. RUM Made from sugar cane or it s by-product, molasses. Sugar cane produces Light Rum, and molasses produces Dark Rum. Most Light Rum is from Puerto Rico, Cuba, or the Virgin Islands; Dark Rum originates in Jamaica. BACARDI is THE name in Rum. It is the best-selling of all liquors in the US. TEQUILA Comes from the Mezcal plant - not the hallucinogenic Mescal plant. True Tequila comes from Mexico, is distilled at least twice, and is aged a minimum of three years. This puts it in the same class as Cognac!! BRANDY Fruit juices or wines are used instead of grains when making Brandy. This makes it the finest and most elegant of liquors. COGNAC is made only in the Cognac region of France and is the most famous. AMARETTO: Almond flavored, made from apricot pits. BAILEY S IRISH CREME: Mocha flavored Whiskey made from Irish Whiskey, cream, coffee, chocolate, and coconut. Offer this with any after-dinner coffee order!! CHAMBORD: A raspberry liqueur, imported from France. CURACAO: Orange flavored, made from small bitter green oranges from Curacao. Can be blue, white, or orange. Cointreau is the best, and Triple Sec is the most used. DRAMBUIE: Whiskey liqueur made from Highland Malt Scotch and heather honey. Used in Rusty Nails. FRANGELICO: A hazelnut flavored liqueur, made for a recipe developed by Frangelican monks. GALLIANO: Sweetish Italian liqueur - very spicy. Used in Harvey Wallbangers. GRAND MARNIER: Orange flavored, Cognac based. GRENADINE: Pomegranate juice with little or no alcohol used for flavoring. JAGERMEISTER: A German liqueur, made from 56 herbs, which has a heavy licorice flavor. KAHLUA: Coffee flavored, from Mexico. MIDORI: Japanese liqueur made from melons. Bright lime green color. RUMPLEMINZ: A 100 proof peppermint schnapps. SAMBUCA: A clear, Italian, licorice liqueur. TIA MARIA: Means Aunt Mary. Comes from Jamaica. Coffee flavored, rum based, and spiced. 18

18 SERVING ETIQUETTE FOR A BOTTLE OF WINE 1. After the selection is made, present the wine to the guest that ordered (if a woman ordered the wine, present it to her). Hold the bottle with the left hand, label facing the guest. 2. Cut the capsule neatly, just beneath the lip of the bottle. 3. Insert the tip of the corkscrew slightly off center and turn in a clockwise direction until fully into cork. 4. Holding the bottle firmly in one hand, hook the lever of the corkscrew onto the rim of the bottle. 5. Lift up in one firm motion until the cork is ¾ of the way up, then use your hand. Do not pop the cork. 6. Lay the cork on the table. 7. Wipe the mouth of the bottle to remove any cork. 8. Pour about 1 oz. of the wine into the host s glass and let them evaluate it. 9. To stop pouring, the bottle is moved upward in a twisting motion so the wine does not drip. 10. When the host approves the wine, you may proceed to pour wine to the other guests first (starting with ladies, oldest, etc...), then fill the host s glass last. 11. If there is still wine left in the bottle place it in the ice bucket, or if it is a red wine, place it to the right of the host with the label facing him/her. CHAMPAGNE/PROSECCO SERVICE 1. After the selection is made, present the champagne to the guest that ordered it. 2. Holding the bottle at a 45 degree angle, remove the foil to expose the cork and wine hood. 3. Loosen the wine hood by twisting the loop. 4. Hold the bottle firmly in one hand and grasp the cork under a towel with the other hand 5. Usually, all that is needed to remove the cork is to twist the bottle slightly and let the pressure force out the cork. Proceed as you would for wine. 19

19 BAR VOCABULARY Hi-ball - Any one liquor drink mixed with soda or cream. Juice Drinks - A drink mixed with any juice including bloody mary mix. Exotic Drinks - A drink consisting of 3 or more liquors. Rocks - 2 oz. pour of liquor or a 2 oz. pour with a splash of mix. Frozen Peach Bellini. Neat - A cocktail served without ice. Back or Side - A soda or water served in addition to a cocktail. Press - A highball mixed with equal parts sprite and club soda. Perfect - A cocktail made with equal parts sweet and dry vermouth. Splash - A very small amount of mix, soda, or water added to a drink. Double 1 oz. of liquor added to a drink for an additional charge of $. Tall - Hi-ball served in a tall glass versus a hi-ball glass. Shake - A drink made in tin and shaken. Build - A cocktail made in the same glass as it is served in. In and Out - A martini where the vermouth was added into the glass and then strained out. Chilled - A cocktail served straight-up, chilled, and strained. Muddled - Fruit which has been smashed. Speed Rail - Rail in which bottles most regularly used are kept Mixing Tin or Mixing Glass - Tin/Glass in which straight-up cocktails are made. Pour Mats - Mats on which drinks are made. Church Key - Bottle opener. Mixer Soda s, cream, sweet & sour, or margarita mix used to mix with liquor. Base Liquor - The predominant liquor in a cocktail. Dry - A cocktail with a little dry vermouth. On the Rocks - Any liquor served over ice without a mix (straight liquor). Shot - Any liquor served without ice or a mix (straight liquor). Straight up - A cocktail or liquor served without ice (usually strained over ice). Virgin drinks - No alcohol (Please refer to virgin drinks as non-alcoholic drinks). 20

20 BAR GARNISHES Bar garnishes include a variety of fruits and accessories. The purpose of a garnish is to enhance the appearance and/or taste of a cocktail. Always check garnishes for quality before placing them into a cocktail. The bartender is responsible for cutting garnishes. GARNISH VOCABULARY Cherry - A stemmed red maraschino cherry. Place the cherry directly into the cocktail. (ex. Rob Roy,Manhattan) Orange Flag - A stemmed red maraschino cherry speared together with an orange wedge and placed on the rim of glass. (ex. Sours or Collins) Orange Wedge - A triangular segment of orange. Placed on the rim of the glass. Grapefruit Slice - A half-moon slice of grapefruit 1/4 inch thick. Placed on the rim of the glass. (ex. Greyhound) Lemon Wedge - A triangular segment of lemon. Lemon Twist - A slice of lemon rind 2 inches long, and 1/4" wide. Twist the rind over the drink and then run it around the rim of the glass (rind side down) and drop it in. (ex. Martini) Lime Squeeze A lime that has been cut in half & then cut the halves into fourths. The shape resembles a pyramid. (ex. Cuba Libra) Lime Wheel - A round cut slice of lime with a slit that fits on the rim of the glass. (ex. San Pellegrino) Olives - Pitted queen size olives. Two olives are speared together and placed in the cocktail. (ex. Martini) Onions - Small, white marinated onions. Three onions are speared together and placed in the cocktail. (ex. Gibson) Salt/Sugar Rim - A thin rim of salt/sugar around the rim of the glass. The glass rim is dipped into lime juice and then into salt/sugar. (ex. Margarita, Perfect Margaritas, Lemon Drop) 21

21 SERVICE BAR PROCEDURES The service bar at Charleston s is a critical function of the restaurant. With the exclusion of coffee, tea, sodas, and water, the service bartender prepares and expedites all beverage service within the shortest allowable service times. Organization and preparation are the key elements here. The following are basic guidelines: 1. Prior to assuming service bar functions, insure all needed mixes, garnishes, supplies, and glassware are at par levels. 2. You are responsible to insure servers charge appropriate amounts. Unless directed by a manager never prepare a beverage without charge. 3. Place beverages out in order front to back. 4. Service bartender is responsible for all specified presentations. Assist wait staff by garnishing drinks if you have time. 5. If drinks appear to be dying call upon a server to run them or run them yourself. 6. Remember to be courteous to wait staff. They tip you just like your guests. WASTED PRODUCTS Any product made incorrectly or returned should immediately be logged and the MOD should be informed as soon as possible. Record any and all wasted products on the waste sheet including non-alcoholic products. A waste log should be kept in the bar log. Four things need to be recorded on the waste log sheet: The product that was wasted, why it was wasted, the date it was wasted, and your initials. 22

22 BARTENDER SERVICE STANDARDS Consistent professional service is the standard for the bar operation in beverage, food, and service bar. You will be critiqued constantly in each of these elements. There are three priorities when working in the bar: 1. Guests Sitting at the Bar 2. Drinks in the Service Well 3. To-Go Order / Phone (varies by store) 1) Greet time is immediate. If unable to provide immediate service inform the guest I ll be right with you. One of the greatest skills a bartender can possess is the ability to end a conversation when another guest arrives at the bar. Politely excuse yourself in these cases. 2) Place a coaster or bev nap directly in front of the guest. 3) Sincerely Introduce yourself (shaking their hand) and the other bartenders present. Ask for their name and use it to identify their check on the POS. 4) After welcoming the guest (by name if familiar) inquire about their desired beverages. It is important to develop your own style here but never say, What ya having? or merely point. For multiple orders, particularly with standing guests, place a coaster for each beverage (two for beer) as close to the guest as possible, so they do not have to reach across a seated guest. Be prepared to suggest beverages emphasizing signature or featured products. 5) Deliver beverages within one minute. 6) Follow correct P.O.S. procedures 7) Suggest starters. A full menu should be offered to every guest. (At lunch, menus will already be placed on the bar). 8) On all food orders, a food set up is required for each guest. This food setup includes: a linen placemat (the linen should be laid out in square form), a roll-up of silverware, and all condiments that will be needed for item ordered (i.e. a cheeseburger with french fries would require salt and pepper). Starters - one linen with appropriate amount of roll-ups and small rounds (salt and pepper normally required). All food orders are to be delivered by a bartender from inside the bar. The food runner should always hand food to the bartender, never set it in front of a guest or set it down on the bar. 9) Inquire when beverage is at 1/3 full for a reorder; call drink by name. If guest does not want another beverage, automatically serve a glass of water. 10) Change beverage napkins/coasters constantly, especially when wet or otherwise unsightly. 11) Immediately clear plateware and glassware when the guest is finished and wipe area with clean towel. While wiping down bar area make sure to straighten the bar stools on the outside. Take dishes directly to the dish area. Only if you are too busy should you place the dishes in the dish tub. 23

23 Charleston s Bar Operation Image Is As Follows: Clean A guest will be able to sit and view your entire station and display areas to see that they are clean. They will be able to inspect every glass, tool, and bottle to see that they sparkle. The guest will be able to judge your appearance and neatness to find you possess high standards of personal hygiene. They will be able to inspect your procedures to insure they re sanitary. Organized You will be set up for success each shift you work. You will know the locations of all items behind the bar. You will know proper order in which beverages are worked to insure the best utilization of time spent. Know how to read your guest thus being able to successfully satisfy their needs. Personable Always cheerful, smiling, professional, and polite. Avoid becoming over-familiar with guest. Politely excuse yourself when necessary (i.e. another guest arrives at the bar). Be able to hold a conversation and stay neutral. Compliment guests on their choices. Be complimentary toward fellow staff members and management. 24

24 CHARLESTON S BAR PHILOSOPHY ü Provide our guests with the best possible product, service, and atmosphere. ü Provide our guests with a consistent product and service. ü Provide our guest with bartenders who are trained to be professional, personable, and expeditious. ü Effectively manage our guests who are consuming alcoholic beverages. ü Create an atmosphere of entertainment and fun while accomplishing personal and corporate goals. BAR GUEST FOCUS PHILOSOPHY ü Immediate greet of each guest approaching the bar. ü Salesmanship 100% of the time. ü Professional service with a sense of urgency. ü Consistent product knowledge and presentations of all drink recipes. ü Drink time for bar top: 1 minute. ü Drink time for Service Well: 2 minutes (may be up to 4 mins. during high volume) ü Tour quality of the bar at all times including bar top maintenance. ü All guest complaints handled by management immediately. ü All intoxicated or questionable intoxication handled by management immediately. ü Provide a personable and entertaining touch to create an outstanding experience for each of our guests. ü Last Call made by management only. 25

25 SUGGESTIVE SALES It has been said people will tell three other people about a good restaurant experience, but up to ten people if it is a bad experience. As the guests experience relates to the bar operation, we utilize two main strategies to insure all who visit the bar at Charleston s will come back often and tell their friends. The first strategy is to provide the best quality product available. Every time any cocktail is ordered generic, it is recommended to inform the guest of another option within that general category. You can increase your check average and enhance the guests experience. For instance: Guest: Gin and Tonic Btndr: Would you like Bombay or Tanqueray? Guest: Scotch on the Rocks Btndr: May I suggest Glenlevit? If the guest is unsure of what they would like, suggest drinks that are appropriate to the weather and/or season (i.e. frozen drinks in the summer or hot drinks in the winter). Be sure to suggest appetizers or offer them a menu. The second strategy is to be entertaining and accommodating. Our guests deserve (and our business depends on) a quality environment where they receive more than a shot of whiskey. Our guests want to see someone with an outgoing personality, one who always makes an effort to be friendly and take the initiative to get to know the guest. Let your guests know that you are excited to see them; always greet them with a warm smile and friendly hello. Many guests come to watch sporting events and meet friends, but many will come to watch you. In fact, you are basically on stage. So prepare accordingly. Finesse and flair at all times is a must. Remember all eyes are on you: awareness of current events particularly sports are also a must. Beyond that there are an infinite number of possibilities; do you know any bar tricks? Do you know any jokes? What shows or other events are in town? Accommodate your guest by providing one of the daily newspapers or gazettes. There are some cautions however, never let familiarity with a guest allows you to forget he or she is essential to long term sales. Respect his or her privacy by not discussing their last visit. Do not in any way discuss gratuities or your own current financial situation. Do not in any way discuss the restaurant s operations or personnel. 26

26 SECTION 2 - DRINK RECIPES APPLETINI - CHERRY CHILL, SHAKE, STRAIN COCKTAIL 1 ¼ OZ. VODKA ¾ OZ. APPLE PUCKER SPLASH SWEET & SOUR AMARETTO SOUR - ORANGE FLAG HI-BALL 1 ½ OZ. AMARETTO FILL W/ SWEET & SOUR B-52 NONE LAYERED IN GLASS ROCKS ¾ OZ. KAHLUA ¾ OZ. BAILEYS ¾ OZ. GRAND MARNIER B-53 NONE LAYERED IN GLASS ROCKS ¾ OZ. KAHLUA ¾ OZ. BAILEYS ¾ OZ. FRANGELICO BACARDI COCKTAIL - LIME WHEEL HI-BALL 1 ½ OZ. BACARDI SPLASH GRENADINE SPLASH SIMPLE SYRUP FILL W/ SWEET & SOUR BAILEY S & COFFEE WHIPPED CREAM FOOTED COFFEE 1 ¼ OZ. BAILEY S FILL W/ COFFEE BAY BREEZE - ORANGE FLAG 1 ½ OZ. VODKA EQUAL PARTS CRANBERRY AND PINEAPPLE JUICE 27 BLACK RUSSIAN - NONE ROCKS 1 ¼ OZ. VODKA ¾ OZ. KAHLUA BLUE HAWAIIAN - ORANGE FLAG 1 ¼ OZ. RUM ¾ OZ. BLUE CURACAO 2 OZ. PINEAPPLE JUICE FILL W/ SWEET & SOUR BUTTERY NIPPLE - NONE LAYERED SHOT 1 OZ. BUTTERSCOTCH SHC. 1 OZ. BAILEY S CACTUS COOLER LIME WHEEL 1 ¼ OZ. RUM ¾ OZ. MIDORI EQUAL PARTS SPRITE AND SWEET & SOUR SPLASH PINEAPPLE JUICE CAFÉ CHARLESTONS WHIPPED CREAM FOOTED COFFEE ¾ OZ. GRAN MARNIER ¾ OZ. BAILEYS FILL W/ COFFEE CAPE COD - LIME SQ 1 ½ OZ. VODKA FILL W/ CRANBERRY JUICE CHAMPAGNE COCKTAIL NONE TULIP 1 TSP. SUGAR DASH BITTERS FILL W/ CHAMPAGNE

27 CHARLESTON S BLOODY MARY OLIVE-PICKLE-OLIVE LIME SQ. IN GLASS IN TIN POUR IN GLASS SALTED RIM 1 ½ OZ. ABSOLUT PEPPAR FILL W/ ZING ZANG CHARLESTON S CRISP MARTINI BLEU CHEESE STUFFED OLIVES CHILL, SHAKE, STRAIN COCKTAIL 2 OZ. STOLI SPLASH OF DRY VERMOUTH CHARLESTON S OLD FASHION LEMON ROCKS MUDDLE ORANGE & CHERRY 2 DASHES BITTERS ½ OZ. SIMPLE SYRUP 2 OZ. MAKERS MARK CHOCOLATE MARTINI CHOCOLATE SYRUP CHILL, SHAKE, STRAIN COCKTAIL 1 OZ. VANILLA VODKA ½ OZ. GODIVA CHOCOLATE LIQUER ½ OZ. CRÈME DE CACAO SPLASH OF HALF & HALF CLUB SPECIAL - LEMON & LIME WEDGE SALT RIM 1 ½ OZ. VODKA 2 OZ. SWEET & SOUR SPLASH OF SPRITE & SODA COLORADO BULLDOG - NONE HI-BALL 1 ¼ OZ. VODKA ¾ OZ. KAHLUA 2 OZ. HALF & HALF SPLASH COKE COSMOPOLITAN LEMON TWIST CHILL COCKTAIL 1 ¼ OZ ABSOLUTE CITRON ¾ OZ COINTREAU 1 OZ. CRANBERRY JUICE SPLASH OF LIME JUICE 28 CUBA LIBRA - LIME SQ HI-BALL 1 ½ OZ. RUM FILL W/ COKE DAIQUIRI ROCKS - LIME WHEEL HI-BALL 1 ½ OZ. RUM FILL W/ SWEET & SOUR DASH FRESH LIME JUICE DASH SIMPLE SYRUP ELECTRIC LEMONADE - LEMON ½ OZ. VODKA ½ OZ. GIN ½ OZ. RUM ½ OZ. BLUE CURACAO FILL W/ SWEET & SOUR SPLASH SPRITE FLIRTINI ORANGE TWIST CHILL, SHAKE, STRAIN COCKTAIL 1 OZ. SVEDKA CITRON ½ OZ. CHAMBORD SPLASH CRANBERRY SPLASH PINEAPPLE FLOAT ½ OZ. OF PROSECCO FRENCH 75 LEMON TWIST CHILL, SHAKE, STRAIN TULIP 1 OZ. BOMBAY SAPPHIRE ½ OZ. SIMPLE SYRUP ½ OZ. LEMON JUICE 4 OZ. CHILLED PROSECCO FUZZY NAVEL - ORANGE SLICE 1 1/2 OZ. PEACH SCHNAPPS FILL W/ ORANGE JUICE GIBSON - 3 ONIONS IN GLASS STRAIN FOR UP OR POUR FOR ROCKS ROCKS/COCKTAIL 2 OZ. VODKA OR GIN SPLASH DRY VERMOUTH

28 GIMLET - LIME SQ IN GLASS STRAIN FOR UP OR POUR FOR ROCKS ROCKS/COCKTAIL 2 OZ. VODKA OR GIN SPLASH FRESH LIME JUICE GOOD N PLENTY NONE COCKTAIL 1 ½ OZ. SAMBUCCA ½ OZ. KAHLUA GREYHOUND - GRAPEFRUIT SLICE 1 ½ OZ. VODKA FILL GRAPEFRUIT JUICE IRISH COFFEE - WHIPPED CREAM FOOTED COFFEE 1 OZ. IRISH WHKSY ½ OZ. DARK CACAO FILL W/ COFFEE IRISH NUT COFFEE - WHIPPED CREAM FOOTED COFFEE ¾ OZ. BAILEYS ¾ OZ. FRANGELICO FILL W/ COFFEE JAMAICAN COFFEE WHIPPED CREAM FOOTED COFFEE 1 ½ OZ. TIA MARIA FILL W/ COFFEE HAWAIIAN PUNCH - ORANGE FLAG ½ OZ. SO. COMFORT ½ OZ. AMARETTO ½ OZ. VODKA EQUAL PARTS PINEAPPLE JUICE & ORANGE JUICE DASH OF GRENADINE SPLASH OF FRESH LIME JUICE HOT APPLE PIE ICE CREAM FOOTED COFFEE 1 ½ OZ. TUACA FILL W/ HOT APPLE CIDER HOLLYWOOD - NONE CHILL, SHAKE, STRAIN COCKTAIL 1 ¼ OZ. VODKA ¾ OZ. CHAMBORD 1 OZ. PINEAPPLE JUICE HURRICANE ORANGE FLAG ¾ OZ. RUM ¾ OZ. MYERS DK RUM ½ OZ. CRÈME DE NOYAUX EQUAL PARTS ORANGE JUICE AND PINEAPPLE JUICE FLOAT KAMIKAZE NONE CHILL, SHAKE, STRAIN COCKTAIL 1 ¼ OZ. VODKA ¾ OZ. TRIPLE SEC ½ OZ. FRESH LIME JUICE LEMON DROP MARTINI - SUGAR RIM & TWIST CHILL, SHAKE, STRAIN COCKTAIL 1 ¼ OZ. CITRUS VODKA ¾ OZ. COINTREAU SPLASH OF SWEET & SOUR SQUEEZE TWO LEMON WEDGES LONG BEACH - LEMON ½ OZ. VODKA ½ OZ. GIN ½ OZ. RUM ½ OZ. TRIPLE SEC 1 OZ. CRANBERRY JUICE LYNCHBURG LEMONADE - LEMON 1 ¼ OZ. JACK DANIELS ¾ OZ. TRIPLE SEC FILL W/ SWEET & SOUR ½ OZ. SIMPLE SYRUP SPLASH OF SPRITE

29 MADRAS - ORANGE SLICE 1 ½ OZ. VODKA EQUAL PARTS CRANBERRY & ORANGE JUICE MAI TAI ORANGE FLAG ½ OZ. RUM ½ OZ. APRICOT BRANDY ½ OZ. CRÈME DE NOYAUX 2 OZ. PINEAPPLE JUICE DASH OF GRENADINE DASH OF SWEET & SOUR FLOAT ½ OZ. 151 RUM MARGARITA ROCKS - LIME SQ. & WHEEL SALTED RIM HI-BALL 1 ¼ OZ. TEQUILA ¾ OZ. TRIPLE SEC FILL W/ RITA MARTINI TWIST/OLIVES/ONIONS FOR ROCKS CHILL, SHAKE & STRAIN FOR UP ROCKS/COCKTAIL 2 OZ. GIN OR VODKA MART SPLASH DRY VERMOUTH MELON BALL - NONE CHILL, SHAKE, STRAIN COCKTAIL 1 OZ. VODKA ¾ OZ. MIDORI 1 OZ. ORANGE JUICE MEXICAN COFFEE WHIPPED CREAM FOOTED COFFEE 1 ½ OZ. KAHLUA FILL W/ COFFEE MEXICAN HOT CHOCOLATE WHIPPED CREAM FOOTED COFFEE 1 ½ OZ. KAHLUA FILL W/ HOT CHOCOLATE MIDORI SOUR ORANGE FLAG HI-BALL 1 ½ OZ. MIDORI FILL W/ SWEET & SOUR MIMOSA ORANGE SLICE TULIP FILL 2/3 FULL W/ CHAMPAGNE TOP W/ ORANGE JUICE MIND ERASER - NONE HI-BALL 1 ¼ OZ. VODKA ¾ OZ. KAHLUA FILL W/ SODA MOJITO LIME SQ. MUDDLE MINT & LIME ½ OZ. SIMPLE SYRUP 1 ½ OZ. BACARDI EQUAL PARTS SWEET & SOUR AND SPRITE MOSCOW MULE LIME SQ & MINT LEAF COPPER MUG 1 ½ OZ. TITO S VODKA FILL W/ GINGER BEER LIME SQUEEZES & MINT PEACH COOLER - NONE WINE FILL GLASS ½ FULL W/ ICE FILL 2/3 FULL W/ CHARD ½ OZ. PEACH SCHNAPPS SPLASH OF SPRITE PERFECT COCKTAIL OLIVE OR TWIST FOR ROCKS CHILL, SHAKE & STRAIN FOR UP ROCKS/COCKTAIL 1 ½ OZ. GIN ½ OZ. SWEET VERMOUTH ½ OZ. DRY VERMOUTH 30

30 PERFECT KAMIKAZE NONE CHILL, SHAKE, STRAIN COCKTAIL 2 OZ. STOLI 1 OZ. ORANGE JUICE PERFECT MARGARITA OLIVE, LIME, OLIVE CHILL INGREDIENTS IN TIN SERVE IN TIN WITH STRAINER SALTED RIM COCKTAIL 1 OZ. JOSE CUERVO TRADITIONAL ½ OZ. GRAND MARNIER ½ OZ. COINTREAU FILL TO TOP OF ICE W/ RITA PINK DIAMOND LEMON TWIST CHILL, SHAKE, STRAIN COCKTAIL 1 OZ. VODKA 1 OZ. PEACH SCHNAPPS EQUAL PARTS CRANBERRY JUICE & PINEAPPLE JUICE RASPBERRY BROWNIE - NONE HI-BALL ¾ OZ. KAHLUA ¾ OZ. CHAMBORD FILL W/ HALF & HALF RASPBERRY SCREAMER - NONE CHILL, SHAKE, STRAIN COCKTAIL ¾ OZ. VODKA ¾ OZ. CHAMBORD ½ OZ. ORANGE JUICE ROB ROY - CHERRY ROCKS 2 OZ. SCOTCH SPLASH SWEET VERMOUTH RUSTY NAIL - NONE ROCKS 1 ¼ OZ. SCOTCH ¾ OZ. DRAMBUIE SALTY DOG - SALT RIM & GRAPEFRUIT SLICE 1 ½ OZ. GIN OR VODKA FILL W/ GRAPEFRUIT JUICE SANGRIA LIME SQ/ORANGE SLICE/CHERRY WINE GLASS FILL GLASS ½ FULL W/ ICE FILL 2/3 FULL W/ CAB SAV ¾ OZ. CHERRY BRANDY TOP W/ SPRITE SCREWDRIVER ORANGE SLICE 1 ½ OZ. VODKA FILL W/ ORANGE JUICE SEA BREEZE - GRAPEFRUIT SLICE 1 ½ OZ. VODKA EQUAL PARTS CRANBERRY & GRAPEFRUIT JUICE SEX ON THE BEACH - ORANGE SLICE 1 ¼ OZ. VODKA ¾ OZ. PEACH SCHNAPPS FILL W/ ORANGE JUICE SPLASH OF CRANBERRY JUICE SIGNATURE MANHATTAN - CHERRY FOR ROCKS CHILL, SHAKE & STRAIN FOR UP ROCKS/COCKTAIL 2 OZ. MAKERS MARK SPLASH SWT VERMOUTH SPLASH SWT & DRY FOR (PERFECT) SPLASH DRY VERMOUTH FOR (DRY) SMITH & KERNS NONE HI-BALL 1 ½ OZ. KAHLUA FILL W/ EQUAL PARTS SODA & HALF & HALF 31

31 SNUGGLE WHIPPED CREAM FOOTED COFFEE 1 ½ OZ. PEPPERMINT SCHNAPPS FILL W/ HOT CHOCOLATE SPRITZER - TWIST WINE GLASS FILL GLASS ½ FULL W/ ICE FILL ¾ FULL W/ WINE SPLASH OF SODA SWEET PEACH TEA-NI ORANGE WHEEL HI-BALL 1 OZ. FIRELFLY TEA VODKA ½ OZ. PEACH SCHNAPPS EQUAL PARTS ICED TEA & PINK LEMONADE TEQUILA SUNRISE - ORANGE FLAG (DO NOT STIR) 1 ½ OZ. TEQUILA FILL W/ ORANGE JUICE SPLASH GRENADINE TOM ORANGE FLAG 1 ½ OZ. GIN EQUAL PARTS SWEET & SOUR AND SPRITE VODKA - ORANGE FLAG 1 ½ OZ. VODKA EQUAL PARTS SWEET & SOUR & SPRITE VODKA SOUR - ORANGE FLAG HI-BALL 1 ½ OZ. VODKA FILL W/ SWEET & SOUR WHISKEY SOUR - ORANGE FLAG HI-BALL 1 ½ OZ. BOURBON FILL W/ SWEET & SOUR WHITE RUSSIAN - NONE HI-BALL 1 ¼ OZ. VODKA ¾ OZ. KAHLUA FILL W/ HALF & HALF WINE COOLER - LIME SQ WINE GLASS FILL WINE GLASS ¾ FULL W/ ICE FILL ¾ W/ WINE SPLASH SPRITE TOOTSIE ROLL NONE CHILL, SHAKE, STRAIN COCKTAIL ¾ OZ. GALLIANO ¾ OZ. KAHLUA SPLASH COKE ULTIMATE LONG ISLAND TEA LEMON & ORANGE WEDGE ½ OZ. SVEDKA VODKA ½ OZ. BOMBAY GIN ½ OZ. BACARDI LIMON ½ OZ. GRAND MARNIER FILL W/ SWEET & SOUR SPLASH OF COKE 32

32 BATCH RECIPES RITA 1 Package Lasco Lime Mix 3 Quarts Water Makes Approx. 4 Quarts SWEET & SOUR 1/2 Package Lasco Lime Mix 1/2 Package Lasco Lemon Mix 3 Quarts Water Makes Approx. 4 Quarts PEACH BELLINI 1 Liter Well White Rum 1 Liter Peachtree Schnapps 1 Btl (750ML) Prosecco 64 oz. Dailey s Peach Mix 2 oz. Grenadine 4 Quarts Water SIMPLE SYRUP Equal parts of sugar and hot water 33

33 SECTION 3 BAR OPENING, AFTERNOON AND CLOSING CHECKLISTS General: Clock in Turn on frozen machines and check level make more if necessary Put down floor mats (If necessary) Fill beer bins with extra ice if needed q q Set out lined trash cans Cut back up fruit for bar and wait staff Fill fruit bin Check condiments (stock if necessary) Stock extra roll-ups, linen, and bar towels Stock to-go bags, silverware, & cups Wipe down bartop Set bartop with menus and roll-ups Make all mixes to par Open wines to par Turn on T.V. s (Sporting events) Count money drawer Restock reach-ins with milk, half n half, & whip cream Stock appetizer plates (If necessary) Stock to-go cups Check chemicals for dish machine & restock if necessary Restock storage cabinets (ex. sodas, tonics, and canned juice) Setting Up Each Well: Fill each ice bin with ice Supply each well with mixers (rita, sweet & sour, per rita, etc.) Fill rimmer caddies with salt, sugar, and fresh limes Stock straw caddies with straws and beverage napkins Stock picks Supply each well with full fruit caddies 34

34 BAR AFTERNOON CHECKLIST Condiments stocked and cleaned Roll-ups, linen, and bar towels stocked To-go bags, silverware, & cups stocked Mixers (rita, sweet & sour, per rita, etc.) stocked Milk, half n half, & whip cream stocked Wines to par stocked Beer bins & cooler stocked Ice bins full Floor is picked up Trash is taken out All countertops wiped down and clean Frozen machines par mix level full Back up fruit stocked Fruit bin full 35

35 BAR CLOSING CHECKLIST Breaking Down Each Well: Remove ice from ice bin & marry with beer well (if necessary) Remove all fruit & marry with stock Wash all fruit caddies Remove all mixes & place them in cooler Wash all mixing tins, strainers, & rimmer caddies Stock glassware Remove & wash pour mats and clean area underneath Remove mesh & wipe stair steps and bottles (all pour spouts faced) Throw away extra (opened) canned/bottled mixers General: All beer in beer bin & cooler restocked Stock & Clean all condiments Wipe down bartop Break down & detail coffee station Wipe out reach-ins & beer cooler (Including doors) Wipe out keg cooler and draft area All countertops & stainless wiped down and clean Break down, wash, and set up juicer Empty and wash beer cap catchers Send service bar grates through Hobart (If necessary) Turn off T.V. s All trash is taken out and cans re-lined Floor is picked up Send the floor mats to the Hobart (If necessary) Turn off frozen machines Wash frozen machine spill pans Vacuum pump open wines q q Defrost beer glass chillers q q Turn in money drawer Log empty bottles in bar log with manager Check out with a manager & Clock out 36