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Suggestive Selling
Selling is a part of everyone's life. You had to sell the Kellari Taverna Management Team on your ability as a bartender. Our
customer is "sold" on Kellari Taverna before they come in. If they
enjoy themselves, chances are they will return and "sell" us to someone
else.
People don't like to be "SOLD." Effective suggestive selling
is subtle. You are doing the guest a favor, looking after his best
interests by offering your knowledge and expertise, and making honest
recommendations.
Many of our guests are not familiar with our daily specials.
As their intermediary, you are in the position to smooth the way for a
confused guest. Above all, be sincere and honest. Always do what you truly
believe is in the "guest's" best interest. Recommend items you know are
superior and you are certain they will enjoy.
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 understands what he is getting.
Read your guests and suggest appropriate cocktails.
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You can also suggest beverages made with your guest's
favorite liquor or upsell our premium house wine to guests preferring
wine by the glass.
If guests seem to be in a hurry, suggest that they eat at
the bar, instead of waiting for a table. Busy lunch shifts are a great
time to greet guests and invite them to have lunch at your bar.
Do not confuse suggestive selling with overloading your
guests with beverages or food. Your goal is a satisfied guest who enjoyed
their experience and wants to return.
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The Greeting
Your greeting is the first impression given to the customer,
so strive to make it special. Always greet the guest with a smile, a
welcome, and your name. Demonstrate some aspect of your personality.
Change it around: using the same greeting every time sounds
mechanical.
Approach your guest(s) as soon as possible. If you can't get
to a new guest within 30 seconds, be sure that you at least acknowledge
them by eye contact and/or verbal contact. The first thought going through
a guest's mind is, "Am I going to be waited on?" You can notice the person
visibly relax when you say, "I'll be right with you."
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Taking the Order
When approaching a guest for a drink order, always place a
napkin in front of each guest. This alerts management and fellow
bartenders that the guest has been take care of. When taking an order,
make a mental note of the guest's face. Maintain eye contact when
addressing guests in order to prevent mistakes and to communicate
effectively.
Never ask for a drink order in a manner, which can be
answered "yes" or "no." You are much more than an order taker: you are a
salesperson. We expect you to sell our products and satisfy the customer's
needs. Customer satisfaction provides the opportunity to build repeat
business and establish regular clientele that, allows you to be
successful.
A prerequisite of selling is the knowledge of our products
and prices. If a guest does not specify a brand of liquor, it is our
policy to offer a beverage by brand name. This technique is referred to as
"up-selling." Up-selling requires thorough knowledge of the products
available in order to be effective: i.e., the customer says, "I'll have a
vodka tonic." The bartender responds, "Would you like Absolut or Kettle
One?"
A good approach to have when taking orders from a couple is
to ask for the lady's order first. Repeat the order to the customer. Ask
whether the cocktails will be paid for in cash or if the guest would like
to run a tab on a credit card. Obtain the credit card before leaving the
guest to save time. If one person does the ordering for several people,
that person is usually the customer who will be paying. Direct your
questions to this person. Never assume one person is paying for the entire
round, or that the same person is buying the next round. When in doubt,
ASK!
Assure the guests that you will be right back with their
cocktails. Check the cocktail napkins for changing, if necessary.
Always thank the guest after every transaction and assure
them of your continued service: "I'll be back in a few minutes to see if
you need a refill." Always check the table cleanliness. Be highly
attentive to this motto.
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Register Operations
You will receive training on our computerized register
system. It is equipped with imprinters that will send food items to the
kitchen and bar items to the bar. The register system imprints time of
order, bar seat number, and date. It is extremely important that you fully
understand the register operations, to eliminate food or beverages going
out at wrong times and to the wrong tables; and, wrong food being made and
sent out.
This system will also allow you to close out methods of
payment for cash or credit cards. This system is designed for the server's
ease and comfort, and enables them to remain on the floor and in their
stations.
It is important for the server to be fluent in register
operations for many reasons:
Organization and speed in the kitchen
Waste control
Expedience
The best customer service and experience
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Bar Station Setup
The well station is set up at each location behind the bar.
This station is designed to maximize the bartenders' speed and efficiency
in preparing commonly ordered drinks.
Each highball station should be set up in the same manner so
that bartenders are not searching for product as they move around the
bar.
Guidelines for this station include:
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Cubed ice in the bin. The ice scoop must not be stored in
the ice; keep scoop in a container next to the bin.
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Mixer and soda gun on the right hand side of the station.
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Mixing mat placed in the rail, 2 mixing tins, and the bar
strainer to the right. Bar spoon in a designated area.
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All necessary garnishes in proper containers (limes, etc.)
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Straws, napkins in their holders – organized, in easy
reach.
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Well liquors, arranged in a specified order, located in a
speed rail attached to the ice bin.
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Lime mix and Grenadine in the speed rail.
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Most frequently used call liquors located at every station
in the speed rails, and in the same order at each station.
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Glassware stored in its designated area at each station.
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Stemware located so that it is accessible from every
station.
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Trash receptacle(s) nearby.
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Bottled beer in a central, convenient location for all
bartenders.
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Condiments in a central convenient location for all
bartenders.
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Clean menus located by each bar well.
burner hot plates (set on medium) with two coffee pots (one
for regular coffee, and one for decaffeinated). Also, one pot for hot
water.
Sugar and sugar substitutes in serving containers.
Cups and saucers in easy reach.
Tea bags
Garnishes:
* Lemon twists
* Sugar for rimming
Whipped cream and special whipped cream in easy reach.
Liquors and liqueurs for hot drinks in the nearest speed
rail (bottles are grouped by drink recipe where possible).
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Ordering Procedures
Category
There are two (2) basic pricing categories. All drinks
served at Kellari Taverna fall into one of these categories:
It is a must that service personnel, and bartenders, use the
correct abbreviations. This will help if we need to apply a back-up system
in case the computer systems (or register) break down.
When making drinks for servers, you should set them up in
the tray in the same order that the servers have rung them up on the
ticket. A good order system is necessary for efficiency and expediting the
service well.
Use the following system in case of register
failure:
At Kellari Taverna, we will use a silent ordering
system. All drinks are to be written properly by the servers on a guest
check before obtaining cocktails from the bar. Check that the servers have
the proper price category and drink abbreviations as they put ticket on
bar easel. Bartender will then make the drinks and, using a grease pencil,
underline the ticket. Please get into the habit of writing all drinks on
your order pad. This will give you a written record of each drink sold.
This is most important for control and efficiency at the service well in
such cases.
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Preparing Drink Orders
Prepare all drink orders to recipe. Check glassware to make
sure it is clean and not chipped, ice all drinks properly and ensure all
beer/wine is served cold. Your goal is to prepare and deliver an order in
less than 1-minute.
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In presenting drinks at the table, serve ladies first.
Handle the glassware in such a manner that your hands will not come in
contact with the rim. If you are in doubt about who gets which drink, ASK!
It is better to appear forgetful than to appear dumb. If the customer is
sitting at the bar, always ask if they would like to run a tab, whether
it's with cash or credit card.
If the guest pays in cash, leave yourself open for a tip.
For example, if the tab is $24.50 and the guest gives you $40.00, make
sure you give change of 5 ones, 2 fives, and 2 quarters. If the tab is
$4.75 and the guest gives you $10.00, make sure you give change of 5 ones
and 1 quarter.
Continued Service
Be attentive. Face your station. Never turn your back on
your guests!! After a guest has been served, do not abandon them. Approach
the guests often to change soggy napkins and remove debris. All these
services are subtle methods of "silent selling."
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Be able to do two things at the same time. Examples:
Take drink orders while cleaning bar.
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Take orders while waiting for another guest to pay for a
drink.
When not servicing the bar, step back and refrain from
involving yourself in the guests' conversations. Be attentive and
efficient, but never appear to be listening to the conversation. Never
take part in a guest's conversation unless directly addressed by the
guest. Continually check for reorders with eye contact and
attentiveness.
Always be alert to solve guests' problems and answer
questions; be a part of the solution. If guests leave the bar to
circulate, cover their drinks to notify others that the guest will be
returning.
Establish regulars by remembering what they drink. This
contributes to personalized service. There is no reason a guest should
have to ask for another cocktail. When the drink is 1/2 empty, offer to
bring another by name: i.e., "Can I bring you another Jack and Coke?"
Service concepts
Never take a guest's glass until a guest signals that it
can be removed, or until replaced with a fresh drink.
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Always replace soggy napkins and replace when serving a
fresh cocktail.
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If a new guest joins a party, take his/her order, but
never assume that the new drink(s) go on any existing tab.
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Repeat service procedures for every additional guest. Be
aware of your station.
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As guests are leaving, thank them for coming and invite
them back again.
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Give your guests a Unit business card with your name
written on it, so they will ask for your excellent service the next time
they visit us.
Servers will order beverages for guests at tables through
the bartender at the service well.
Server Responsibilities
Servers work as a team with the service bartender to ensure
that drinks are prepared for our guests in the most efficient manner.
Bartender Responsibilities
The service bartender is responsible for:
Preparing drinks.
Teaching servers when errors are made in price, glass, or
garnish.
Service well is your main priority (keep servers
happy).
The bartender working the service well is the bartender who
pours drinks for the servers; but also is responsible for the guest area
of the bar. Servicing the servers' needs is the service bartender's top
priority. When busy, acknowledge a bar customer with eye contact or a few
words, but serve the servers first.
Guests will often try to order drinks in the service well
area. You should politely ask them to step out of the station. Explain
that you will be happy to get their drinks if they step to the bar area,
but where they are standing is a work area for the servers.
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Drink Basics
Cocktails usually contain two types of ingredients and some
may contain more. They are:
Base
Modifying, smoothing, or aromatizing agent
Special flavoring and coloring ingredients
Base
This is the fundamental ingredient. It makes up 33%-50% of
the cocktail. Normally, the base consists of liquor that determines the
type of cocktail. There are gin or vodka cocktails (Martini), whiskey
cocktails (Manhattan), rum cocktails (Daiquiri), etc.
It is possible to combine two (or more) liquors as a base.
For example, rye and bourbon whiskeys, while different in flavor, have the
same characteristics and can be used interchangeably or in combination as
a base. Gin and white rum also blend well.
Modifying Agent
This ingredient smoothes down the biting sharpness of the
raw liquor and adds character to its natural flavor. The modifier flavor
should never predominate over the liquor flavor.
There are three classes of modifying agents:
Aromatics - vermouth, bitters, Dubonnet
Fruit Juices - orange, lemon, lime, cranberry,
tomato, etc.
Miscellaneous - "smoothing" agents such as sugar,
cream, eggs, etc. Cream and eggs produce a creamy, foamy drink that is
pleasing to the eye, as well as pleasant tasting.
Special Flavoring & Coloring Agents
These include fruit syrups as well as cordials or liqueurs.
An ingredient that is used as a modifier in one cocktail may be used as
flavoring or coloring in another.
Recipe Adherence
Your guests expect to receive a consistent, great tasting
drink every time they visit. In order to maintain a high level of
consistency and guest satisfaction Kellari Taverna has carefully
developed written recipes for all drinks.
Every recipe has been thoroughly tested to ensure that the
quality meets our guests' expectations. Take pride in adhering to the
recipe 100% of the time.
Strict adherence to recipes includes focus on the
following:
Standardization of Beverage Orders
Well liquors are used when the guest does not specify a
particular brand to use: i.e., bourbon and Coke.
Call or Premium liquors are used when a guest specifies
a particular brand of liquor for a drink (i.e., Jack Daniel's &
Coke).
Super Premium or Top Shelf liquors are liquors and
liqueurs with specific brand names, but are either aged or imported, may
have limited availability, and therefore, more expensive and may be
individually priced per circumstance: i.e., Porfidio Tequila and Basil
Haden Bourbon are in the Top Shelf category, yet may not be the same
price.
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Preparing Drinks
Consistency of product is a vital part of our
professionalism. A drink prepared by one bartender must be prepared
exactly the same way by all other bartenders. Therefore, it is
essential that you study and learn the drink recipe manual and any
specialty or regional drink recipes.
Before preparing a drink order, be certain that you have
heard the guest's order correctly, and repeat the order to the customer.
Returned drinks are costly to the Restaurant's profits and also produce
unhappy guests.
If you do not know a recipe, look it up in the recipe book.
If the drink is not listed, ask the guest if s/he knows the ingredients.
At times, a drink is called by a different name in different locales.
Always line up your tools and ingredients before beginning.
A drink that stays in the shaker while you get a glass will be less than
the best. Pour drinks accurately, using a jigger. Whenever possible, mix
drinks within the guest's sight with the label pointing toward the
guest.
Return all liquor or other ingredients to their proper place
after using them. This expedites up service by ensuring the item can be
found quickly and easily for the next drink. After using any mixing tin,
always rinse and wash before returning it to its proper storage place. The
tin will be ready for the next drink.
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Glassware
There are three basic rules concerning glassware:
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Use the proper glassware for each drink.
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Ensure that glassware is sparkling clean.
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Ensure that glassware is not cracked or chipped. (Always
use an ice scoop; this will prevent glassware from chipping and
cracking. This is also a safety measure).
Proper Glassware
Glassware is specified on each drink recipe. Always use the
correct glass. This ensures the correct ratio of liquor to mixer. All of
our recipes were developed specifically for our glassware.
Unless specified in the recipe as pre-heated or pre-chilled,
glassware must be at room temperature. Glassware just out of the dish
machine is too hot to use. Adding ice to a hot glass will cause
breakage.
A glass is chilled when used to serve a cold drink with no
ice.
To Chill a Glass: Fill the glass with cubed ice, and then
with seltzer. Allow to sit while preparing the drink, then discard ice
and water. Shake out excess water and pour the cocktail. Do not return
ice and water to the ice bin.
Pre-Heated Glassware
A glass is pre-heated when used to serve a hot drink or
aromatic liqueur.
Clean Glassware
A drink loses its appeal if served in a spotted or streaked
glass.
At the front bar the glass washing machine is used to ensure
clean glassware:
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Please check cleaning chemicals frequently to ensure
proper operation.
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This method satisfies health requirements, and ensures
sparkling glasswar
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Ice
90% of the drinks you make use ice in some form. Ice is a
food product and is consumed by our guests. It is treated with the same
sanitary procedures as any food item in our Restaurant.
Always place ice in glasses with an ice scoop. Never use
your hands or scoop a glass through the bin. Glasses should never be
placed in ice. You might break the glass in the ice.
Ice must be hard and clear. Our management staff has a
regular maintenance program for the ice machines to ensure that they work
properly and provide the correct product.
Ice must be cold. Ice may vary in temperature from -10 F
to +32 F. "Warm" ice melts quickly and makes weak, diluted drinks.
Ice must be dry. Ice should stay dry. The ice bins
should have adequate drainage to allow melting water to drain off easily
and quickly. Check ice bin drains at the ice machine, service bar, and
front bar at least one a week.
Ice must be clean. Keep all impurities out of the ice.
Do not store fruit, bottles, and cartons in the same ice used to mix
drinks. Health departments regard such ice as contaminated, and you
should, too. Ice bins and ice scoops should be included in a regular
clean-up program.
Use plenty of ice when making drinks. Unless specified
by recipe, all glasses should be packed with ice before a drink is made.
This ensures the proper ratio of liquor to mixer. The correct amount of
ice also prevents over-dilution. Dilution is the water from melting ice,
and is part of any drink. However, excess dilution spoils the
drink.
Use fresh, clean ice for every drink you make. Throw
used ice away, including ice used for a drink in the mixing glass.
Occasionally, a guest will request that you build a new drink on top of
the old one. In that case, accommodate the guest.
If you break a glass near or over an ice bin, take that ice
out of service immediately! Do not take a chance with your guests' safety.
Broken glass in ice is extremely hazardous.
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Garnishes
A good garnish increases the overall appeal of a drink. It
should not detract from the drink or make it difficult to consume a
drink.
A garnish should be vivid in color and fresh in appearance
with no visible signs of age or deterioration.
A garnish is part of the recipe and is an essential part of
the drink. The drink recipe book gives guidelines, which must be observed
for all garnishes.
Quality Hints
Cutting Fruit
Always wash fruit in cold water before cutting.
Always use a clean cutting board.
Use a clean, sharp knife.
Stocking
Storage
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Always store garnishes refrigerated, covered, and labeled.
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Do not store old garnishes on top of new garnishes.
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When storing citrus garnishes, which have been stocked,
rinse them with soda or water, and drain before coverage and
refrigerating.
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Cherries, olives, and cocktail onions should be stocked
and stored in their own juice.
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Cut celery should be stored in water to retain crispiness,
and stocked on the station in ice water.
Waste/Quality Control
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The most effective way to control garnish waste is to use
accurate pars. Your manager will demonstrate where your pars are
recorded and how to use them.
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Quality control is everyone's responsibility. Garnish
quality must be judged each time a garnish is stocked or used.
24-Hour Garnish Cycle
Using a 24-hour garnish cycle ensures garnish freshness. To
begin this cycle, when a bartender begins to cut and store garnishes, no
fruit is left over from the previous day.
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Closing Out a Guest Check
Before presenting the check, look it over to make sure you
have charged for everything correctly.
Either give the check in a booklet to the host of the party
(if known), or place it in the center of the group and say, "Thank you."
If the customer is paying with a credit card, follow the house procedure.
Pick up the check and voucher after it is signed, and again, thank the
customer. DO NOT examine the tip as you leave the customer.
When you deliver the check at the bar, make sure the
customer knows YOU are the cashier and will take care of the check
whenever they are ready. There is nothing more aggravating for a customer
than wandering around looking for a cashier.
Remember, it is at this point, when closing out the check,
that the guest is deciding the bartender's tip. A bad impression here can
undo all previous good impressions.
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When your guests are departing, we have four distinct
objectives:
To make sure their experience in our restaurant was
pleasurable.
Thank them, by name, for their patronage.
To invite them back for another visit soon.
Make sure their last impression is a positive one.
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Methods of Payment
Approved methods of payment are cash, VISA, Master Card, and
American Express, and travelers checks which require management approval.
When accepting such checks, you must get approval by management, and
include the following information:
Every shift at the restaurant has opening, running, and
closing duties. These duties are posted in the bartender schedules in the
bar book. These duties are extremely important in assuring smooth daily
operations and ongoing quality service. These duties require teamwork, and
through teamwork, we will maintain excellence in service.
Opening and closing duties will not be considered complete
until approved by the manager on duty. Running duties refer to ongoing
duties while the Restaurant is open for business. The responsibility of
making sure these duties are being done during the shift is that of you
and your teammates. Each station is assigned its own duties. Some duties
will require individual effort, while others will require team effort.
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Bar Cleanliness
Cleanliness at the bar is essential. Our guests' impression
of us is at stake. Even at hours of peak business, your bar should appear
clean and attractive.
Kellari Taverna has a list of daily housekeeping duties
for the bar. This list includes the following:
These tasks are specifically assigned as A.M. or P.M. duties
to the opening bartender, early out bartender, or closing
bartenders/barback. On a weekly basis, every part of the bar is thoroughly
cleaned.
The weekly clean up will include:
Cleaning out all storage areas.
Cleaning out all par shelves.
Cleaning stainless counters and sinks.
Cleaning out walk-in and reach-ins thoroughly.
Cleaning soda gun - nozzles, holders, and hoses.
End Of Shift Responsibilities
At the end of your shift, you will be responsible for
cleaning and restocking the bar.
If you work on A.M. shift or a P.M. early out, you will
leave the bar clean, organized, and stocked with liquor, beer, wine,
mixes, garnishes, and glassware for the closing bartender(s).
If you are closing, you will complete a comprehensive check
of the bar's organization. Your responsibilities will include:
Restocking responsibilities:
Proper storage procedures:
Cleaning responsibilities:
Fruit/garnish containers - Mixing glasses and tins
Strainers and utensils - Bar top
Ice bins - Stainless surfaces - Floor
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Removing all bottles, cleaning the speed rail and the
bottles, and reorganizing the bottles.
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Flushing beer drains and cleaning drip pans and grills.
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Emptying trash and storing trash cans.
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Requisitioning liquor.
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Completing walk through with the Manager.
Bartender Security Responsibilities
When coming on duty, the Manager will supply you with the
appropriate cash bank(s). You should count this prior to starting your
shift.
You are responsible for any differences when checking out.
If you need change during your shift, notify your Manager.
If you accumulate over $1,000 in cash in the register
drawer, notify the Manager who will remove the excess leaving only
sufficient change reserves for you to operate.
The Manager and you will verify and record (in the P.O.S. as
a Drop) the amount of cash taken. The cash will be dropped in the safe and
will be witnessed by another Manager or bartender.
Upon checking out your register, call the Manager for an
escort to the office and lock the door.
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Check Out Procedures
Your computerized register system will print out your guest
check at the end of each table's meal. This alleviates the issuance of any
manual guest checks.
Once a guest check is printed out and a customer has paid,
you will close out that check to cash, Master Card, VISA, or American
Express, or other forms of payment. You must keep all printed out closed
guest checks for checkout.
Before beginning your checkout each shift, check the
following:
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Make sure all your customers are through, have been
tabbed, and do not need anything else. I.e., coffee, tea, etc.
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Be certain the manager has closed your section for the
shift.
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Make sure you have collected from all of your tables and
have all your tickets with you.
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Make sure all plates, silverware, glassware, and
containers are cleared from all of your tables.
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Be certain that all of your side work and closing duties
are done.
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Make sure that you have your full uniform on at all times,
while in the front of the house.
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Have a manger do any deletions of voids, over rings, and
promo tickets. All over rings must be signed by a manager at the time
they occur, and not at the end of the shift.
- You never sit down to eat, drink, or smoke until all of
the above are completed. Starting your checkout before all your
customers are finished is grounds for termination.
Any time you make a register mistake of an item you did not
want to ring up. Get a manager immediately to correct this on the
register, and notify the kitchen or bar NOT TO PREPARE THAT ITEM. Over
rings and voids are register mistakes of items never served or
prepared.
Occurs anytime an item has been prepared and served to a
customer that was not satisfied with the item. Perhaps it was under or
over cooked, or the glass was chipped, etc. This would include a customer
waiting too long for their meal or drink. Only a manager can perform this
function on the register. Bartenders must get the manager before closing
any house promo tickets.
Occurs anytime a manager wishes to buy a table a round of
drinks, perhaps a dessert, or any free purchase approved by a manager
promoting good will to our patrons. Inform the manager when you are
serving a regular guest you would like to buy a drink for, a special guest
to send an appetizer out to, a large party, or to send complimentary
desserts. Please introduce the manager to these customers by name. We want
to help you develop a large regular following. From time to time, the
restaurant will have contests promoting such clientele builders. Get the
manager on duty before closing out any manager promo tickets.
- Employee Discount/Customer
Discount
Occurs anytime the full amount of an item will not be
collected. For example, employee meals or coupons offering $2.00 off any
menu item, or buy one, get one free coupons, or frequent lunch program
discounts. There are no employee discounts on alcoholic beverages. Only a
manager can discount guest checks on the register. Get the manager on duty
before closing out any discount checks.
Arrange your tickets, top to bottom, in the following
order:
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All promo tickets - manager, house discounts and other
charges.
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All charges, separated in this order: 1) American Express,
2) Master Card, and 3) VISA. Be certain merchant copy of the charge
voucher is stapled to the paper guest check.
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All remaining cash tickets.
Prepare the Server Checkout Sheet. Make sure you have no
open checks.
Be certain charge totals of Master Card, VISA, and American
Express, along with promos, discounts or other charges balance with what
you have on your guest checks. Use the calculator to double check. If they
do not balance, you are likely missing a guest check, or charge
receipt
NOTE: Add only items that were actually rung up on
the register. If you bought a customer’s cigarettes, for example, and you
added that money in on their tab by hand, do not include it in your actual
totals. This will prevent you from balancing to the register.
The following items should be ready for the manager, before
you enter the office:
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Promo checks, houses, and over rings accounted for on
register.
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Have all money counted and faced.
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Have all charge vouchers matched with the guest ticket.
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All tickets in order, with houses, promos, then charges,
and cash tickets as previously stated. There should only be ONE person
in the office doing checkout at a time. This helps eliminate unnecessary
confusion and mistakes. Please use the calculator provided for you.
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Have the Checkout Sheet completed up to the register
reading entries.
The manager will give you your register reading to enter on
your Checkout Sheet. The register reading will include your total sales
and your total cash due. Cash due = total sales - charges. Count out cash
due and have ready in the largest denominations of bills possible.
If for some reason you cannot balance to the register
totals, ask the manager for assistance.
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Tip Pool
A tip pool is to show appreciation towards those team mates
who assist you in doing your job more proficiently, allowing you to give
the best service possible, and helping you make more money.
The management at Kellari Taverna understands that we
cannot dictate how the service staff participates in a tip pool; however,
we believe in a strong teamwork philosophy. Due to this philosophy, we
have given the staff the decision-making powers to create and implement a
tip pool with management assistance and final approval.
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Performance Standards
We do not have "go cups" under any circumstances. No one may
take any bottle or glass outside of the building.
We do not keep purses or personal belongings for customers.
This includes employees when they are in on their off nights.
Advise a Manager of any customer who appears to be
intoxicated.
IF YOU ASK TO LEAVE...YOU CLOSE.
If you fail to show up for a shift, you will meet with the
General Manager prior to your next scheduled shift.
Notify a Manager of anything out of the ordinary or any
possible problem.
A smile and friendly attitude are part of everyone's uniform
and will increase your income.
All employees are required to give management a telephone
number where they can be reached.
If you notice anything in the Restaurant that is broken or
damaged, notify a Manager.
Do not leave the bar on break without checking with a
Manager.
Do not eat, drink, or smoke while on the floor.
You must be in the bar in complete uniform at your scheduled
working time.
A Manager must approve all schedule changes.
If you wish to continue to have a break area, keep it clean.
Do not leave glasses, ashtrays, napkins, etc., lying out.
You must clock in and out as scheduled. BE ON TIME
Print a copy of your schedule each week. Do not call the
Restaurant to find out your schedule. You are responsible for knowing your
schedule.
You may not receive personal phone calls at the Restaurant,
except in a real emergency. Please inform your friends and family.
Schedule requests are due one week prior to the posting of
the schedule. Leave them in the designated area.
You may not come into the back of the house after you have
been drinking. You may not take drinks into the break room.
If you want to return to the Restaurant after work and have
a cocktail, maintain a very high standard of behavior, leave at last call,
and be the very first to leave when the lights go up.
If you have a suggestion on how to make the Restaurant run
more efficiently, please discuss with a Manager.
Remember to enjoy yourselves and have fun while you are
here. Let the Managers handle all problems, big or small.
You will greet your guests with:
-
A smile
-
Your name
-
A welcome
-
Promotional information and specials
When your guests leave, you will thank them for coming and
invite them back.
You will clean stations during your shift - EVERYTHING from
floor to ceiling.
Your service well is your station -- KEEP IT CLEAN!
Teamwork is ESSENTIAL.
Do not grab glasses from people's hands at last call. Find a
Manager, and let them assist.
You Should Not…
-
Make unnecessary noise. This is annoying to guests dining
nearby.
-
Overfill a glass with mix; it weakens the drink.
-
Be overly familiar with a guest when s/he is with others.
Mention a guest's last visit unless they bring it up first.
Let guests wait for service if they are alone at the bar
(they will become impatient quickly). Remember the order in which guests
arrive, but try to serve the "loner" first.
Gossip. Do not tell off-color stories or argue politics or
religion. Never complain about fellow employees, supervisors, guests, or
the establishment. A good bartender never wins an argument.
Neglect a "new" guest by standing at one end of the bar
engaged in idle conversation. Never let anyone feel like an outsider.
Interrupt; be a good listener. However, never give the
impression of listening in on conversation between guests.
Water down drinks or short pour drinks. Do not try to
correct the situation by refusing or discontinuing service to a guest.
This could jeopardize your relationship with other guests.
To ensure the safety of our guests, Kellari Taverna has developed a program to educate all employees to the effects and
possible hazards of alcohol.
Our intent is to provide our guests with an enjoyable
experience in our Restaurant and to ensure that they leave our Restaurant
safely.
Our alcohol awareness written material informs employees
about recognizing the signs of intoxication. Employees are shown how to
prevent intoxication and what procedures to follow if a guest becomes
intoxicated.
By law, you are responsible for carding anyone that you
suspect is not of legal drinking age. Do not put yourself in jeopardy by
serving a minor.
Check ID's of anyone who appears to be under the age of 25.
Also, card guests appearing to be under 25 who return an empty glass and
order another drink.
Try to serve only guests you can see. Minors may send
someone older for their drinks.
Doubles
Our pricing on doubles is as follows: for a double drink,
charge twice the normal price. There are two reasons for this policy:
-
We do not want to encourage our guests to become
intoxicated.
-
In mixed and blended drinks, adding an extra shot of
liquor alters the flavor. We believe that the standard recipes are the
best way to serve these drinks.
If a guest requests a double mixed drink, explain the price
and advise him that we do not recommend serving the drink that way. If
they persist, accommodate them, and then notify a Manager.
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Front of the House Behavior
There is to be no yelling or arguing in the front of the
house. If you have a problem with a customer, DO NOT ARGUE, keep calm, and
get a manager. The same applies to employee relations. No yelling or
arguing or yelling, get a manager.
Eating or Drinking
There is to be no eating or drinking in the front of the
house at any time. Food is only to be eaten during management-approved
breaks.
After Shift Behavior
Employees may not sit with customers at a table or at the
bar while in uniform. If you are visiting the restaurant off duty, you are
still a representative of Kellari Taverna. For this and other
reasons, we will appreciate you maintaining a very high standard of
behavior.
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Conclusion
There is a lot of information contained in this manual!
Believe it or not, however, there is even more information that is
not.
We have given you the basics, as we view them, and how we
would like them to be conducted. There is no section in this manual
concerning "Teamwork." The reason for this is that we feel this topic
falls under the "Common Sense" category. We expect our staff at Kellari
Taverna to possess this common sense from the word "GO."
We want you to use the service tips in the manual, along
with your common sense, and above all, YOUR individuality, to help create
an atmosphere that will encourage good times for our customers, and
yourself. When this happens, you will be ensuring the success of not only Kellari Taverna, but also yourself.
WELCOME, and GOOD LUCK!!!
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