BARTENDER GUIDE

1 BAR SUPPLIES AND BEVERAGES STOCKS

1.1 Accessories

Ashtrays Tent cards

Matches Menu cards
Check holder Flowers
Bar trays Coaster
Bar napkin Cocktail
picks

Stirrer Drinking
Strainer straws Drink
Menu Wine
Menu

1.2 Beverages Par Stock

Oranges juice in bottle/ in can Fresh Pineapple fruit

Pineapple juice in bottle/ in can Fresh lemon
Tomato juice in bottle/ in can Fresh orange fruit
Grapefruit juice in bottle/ in can Red olives
Mango juice Green olives
Lemon juice Cocktail onion
Calamansi juice Fresh watermelon fruit
Syrup Fresh/ frozen strawberries

(White wine, red wine, champagne, brandy, whisky, rum, gin, vodka, tequila,
vermouth, grenadine, bottle/canned soft drinks, bottle/canned liqueurs, and others
as needed by popular demand)

2 GLASSWARE AND BAR TOOLS

Types of Glasses

a. Beer Glass

Beer glass / mug

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b. Champagne Glass is a different kind. The most common, the champagne
flute, is a tall and narrow glass with a stem. Champagne flutes have thin-
glassed sides, and the long tapering sides can curve both inward and
outward. A champagne flute holds approximately 150 ml. The second type of
champagne glass is the less-known champagne saucer. The champagne
saucer is a broad and shallow glass with a stem. Cocktails such as the
margarita use such glasses exclusively. The third type of champagne glass is
the champagne tulip, designed to hold the effervescent champagne bubbles
longer than the classic saucer.

c. Cocktail Glass These are the classical cocktail glasses; stemmed and with
sharply sloping sides, making them Y-shaped when seen from the side. The
classic cocktail glass holds about 90 ml and is best suited for short, strong
drinks.

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 d. Highball Glass is usually of medium width and is tall with straight or slightly
sloping sides. They normally hold between 200 and 300ml and are used for
long drinks with ice.

Regular Highball (Footed and footless) Tall Highball

e. Wine Glass

Red Sherry White

f. Others:

Cordial/Liqueur Port Side car

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 Shooter Shot Snifter

Special Coffee Various water

glasses

2.2 Bar Hand Tool and Equipment

a. Bar spoon - long-handed spoon for stirring drinks
b. Blender - For drinks that need to be blended
c. Bottle opener - used to open bottles and cans; sometimes mounted at the counter.
d. Beer Warmer - to warm beer prior to serving
e. Cork Screw- for opening red and white wines with cork
f. Lemon squeezer - for squeezing lime/ lemon fruit
g. Wine stopper - rubber stopper to keep open bottles of sparkling, fresh, and
carbonated wine.

3 SETTING UP THE BAR

3.1 Parts of the Bar

FRONT BAR
a. Counter - server as the geist service area and has high stools, set up in front to
serve, or at the guest service area.
b. Spill well - a place where shot glasses are assembled. It is found at the end of the
counter, near the bartender area.
c. Bar sink - a small sink under the counter.
d. Drain tray - a stainless steel extension of the bar sink to drain glasses and other
tools. Usually lined with a bar mat or pouring mat.
e. Glass rack - usually suspended over the counter. It holds the stemmed glasses.
f. Day or dispense cellar (Cave de Jour)- a small cellar with a special cooling
cabinet near the dining room, and where most of the wine shown on the wine list is
reserved.

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5
NOTE - For small bar areas, dispense for draught beer (beer tap) and beverages are also
located at the bar counter.

POURING STATION

a. Ice bin - stainless steel, holding tank for ice with removable covers. It can be a
compartment to hold ice cubes and crushed ice.
b. Speed rail - it holds bar brand liquor and juice bottles. It can be custom-made
depending on the size of the bar.

BACK BAR

Found opposite the front bar. It has different shelving to hold premier spirits, a
glassware-wine rack, or even a juice dispenser or coffee maker depending on the size of
the bar area.

3.2 Basic Preparation for the Bar Set-up

1. Check the cleanliness and condition of the following

a. Bar counter
b. Bar stools
c. Bar storage area

2. Before opening the bar, see to it that:

● Beers, juice, and other perishable items are refrigerated.
● Glasses and other equipment are clean and ready.
● Fruits for garnishing are ready.
● Ice-in ice bins are available.
● Alcoholic beverages are properly displayed.
● Bar is clean and properly set up.

4 ALCOHOLIC BEVERAGES

4.1 Spirits

Drinks obtained by distillation after fermentation from vegetables, grains, fruits, plants, and
other substances with sugar or starch bound.
Typically contains 37.5 percent of alcohol or greater are not refined with flavor during the
distillation process- with the exception of modern spirits- which are refined with flavors after
distillation such as:
The Absolut(Swedish Vodka) and Vodka Sobieski (with Cranberry).

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How are spirits measured?
Spirits are measured by alcohol content. Different scales are used in different countries. Most
countries use alcohol by volume (AVB), also known as the GAY-LUSSAC SYSTEM, which
expresses alcohol content as a percentage of the total liquid volume of the beverages. A 40%
ABV spirit contains 40% alcohol.

In the United States, the proof scales of measurements are used, with the proof of spirit
being double the ABV. This 40% ABV spirit is 80-degree proof. A degree symbol is
customarily used when expressing proof.

a. Whiskey
A general name for liquors, which means “water of life.” It is distilled from a
fermented mash of corn or other cereal grains. Whiskey is broadly divided into two
categories: straight which is made from grain or malt (Sprouted grain); and blended,
which is made from grain, malt, and water. Other substances such as sherry and
burned sugar (caramel) are added in small amounts to achieve various blended
whiskeys. It is aged, often for long periods of time, in wooden barrels (Usually oak).
This barrel-aging smoothes the rough palate of the raw spirit and adds aromatic and
flavoring nuances along and the base amber hue, all of which set whiskies apart
from grain spirits such as vodka, gin, and aquavit (which are distilled closer to
neutrality in taste, and then generally not aged in wood).

Whiskey is an alcoholic beverage that is commonly drank “neat,” or by itself

with ice. It is associated with scotch whiskeys, and so is “on the rocks,” which means
with ice cubes only, as in the oft-hearted request: scotch on the rocks. When it is
mixed, it is combined with either water or soda. It does not commonly share billing
with a major mix (citrus is an exception)- for the clash would be a severe one.

Snotch process of whisky making, whole grain steeped (cooked) in water to

promote germination. American process, grain is milled and then cooked. The object
is to release the starches stored in each seed of sugar. Malts are added to convert
sugar. An entire elaborate manufacturing process then ensures until distillation is
consummated. Then it is deposited in charred wooden barrels (usually oak) and left
to mature and mellow from 8 to 20 years.

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 Types of Whiskey

● American- generically referred to as bourbon, which contains at least 51% of maize

and is aged at least two years in oak. An example is Wild Turkey.
● Canadian - also called Rye is a distinctive product of Canada. It is distilled from a
mash of cereal grains such as rye, barley, or wheat. It is aged at least three years
before it is bottled. Examples are Canadian Club and Crown Royal.
● Irish Whiskey -is triple distilled from a mash of barley malt and is aged for at least
years in wood. Examples are Jamieson and Bush Mills.
● Japanese - are from various blended grains that sometimes include small amounts
of rice, but almost never wheat or rye.
● Scottish Whiskey - whiskey made in Scotland also known worldwide as scotch. It
uses barley in its composition and is found in three basic types according to the raw
material utilized:

Single malt scotch Distilled from a mash of smoked barley malt. The contents of a bottle
originate from the same distillery. This scotch is aged in oak barrels for at least three years
before it is bottled. Examples are Glenfiddich, Dalwhinnie, and Cardhu.

Blended scotch This whiskey contains blends derived from a single malt scotch whiskey
originating from several distilleries. It is also aged three years or more before bottling.
Examples are ballantines and Johnny Walker.

a. Gin
From genievre, a French word meaning juniper berry, is the chief flavoring agent
in gin. It is the highly aromatic blue-green berry of the juniper, a low-slung evergreen bush
(genus Juniperus) that is commercially grown in Northern Italy, Croatia, the United States,
and Canada. Additional botanicals can include about 6 to 10 combinations of botanicals
such as anise, angelica root, cardamom, cinnamon, lemon peel, orange peel, coriander,
nutmeg, and cassia bark. Gin is usually unaged and is generally bottled at 40 percent
alcohol. It was first produced in Italy and Holland as a medicine to treat stomach pains,
gout, and gallstones.
Present-day gin is flavored, distilled, colorless to pale yellow liquor made from a
fermented mash of cereal grains. The distinct flavor of the gin comes from exposing the
vapor to juniper berries and other plant products. It serves as a mixer for cocktails like in
Martini and Gimlet, Tom Collins, and the Gin Tonic. Recognized as a refreshing and
cosmopolitan drink, gin became the darling of the famous canard cruises, when an
American hostess crossed the Atlantic from the U.S.A. to the U.K. wanting to fill in her
blank time party. In the Philippines, the most popular brand of gin among local consumers
is the Ginebra San Miguel label. There is even one that is more of a sweet liqueur called
Sloe Gin from sloe berries and the drier type, which is called the London Dry.

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 b. Rum
It is distilled from a fermented mash of sugar cane juice or molasses, which is
produced in most tropical countries and generally bottled at 40% alcohol. Rums
usually derive their name from their place of origin, and each has its own distinctive
flavor. Differing styles such as Amber, Spiced, Dark, and Blanco are produced by
different methods of oak aging or finishing with caramel or spices.

In the traditional method of process, a sugar that has been harvested is

placed in a hacking machine. Then the resulting small pieces are then soaked in
water and then grounded. The juice is extracted and filtered, then fermented in a vat
for an average period of 36 hours. After that, it is distilled/heated converting alcohol
into gas. Then pass through condensation to reliquify gas to become white rum. If
allowed to mature in the oak barrel for at least three years, it will take the vintage of
the old rum and develop an amber color and exceptional taste. It was believed to be
the joyous drink that allows its melting pot of African, Spanish, French, North, South
American, and Chinese populations to live harmoniously among each other.

A drink of fervor, even obsession, and has an array of preparations unrivaled

in the liquor industry such as Mai Tais, Zombie, Daiquiris, Hurricanes, and rum coke.

3 Main types of Rum

● Light bodied dry flavored rums from Puerto Rico

● Heavy-bodied sweet flavored rums from Jamaica
● Medium-bodied rums from the Virgin Islands

d. Vodka
Vodka is said to have been the first form of the alcoholic beverage known to
man
when he tasted fermented fruit juice. It is a clear neutral spirit with no discernible
flavor or aroma. It is distilled from a mash of cereal grain or potatoes and is
redistilled to purify. It is usually unaged and generally bottled at 40% alcohol. Vodka
is becoming more and more popular mainly because of newer flavored vodka such
as cranberry vodka and lemon vodka. The best vodka should be tasteless and
odorless.

Vodka can stay frozen without freezing indefinitely and once thawed, it should
look syrupy and thick. Best served with pickles, sausages, caviar (pickled fish),
salted or pickled fish, and strong and greasy food that would overpower the wine.

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 e. Brandy
Distilled from fermented grape juice or crushed but not pressed grape pulp
and skin. The spirit is aged in wooden casks (usually oak) which colors it, mellows
the palate, and add additional aromas and flavors. When used alone, the word
brandy implies a grape product. However, brandy may be made from other fruits and
designated as peach brandy, apricot brandy, etc. It is generally bottled at 40%
alcohol and aged according to the quality desired and the applicable laws.

Unlike grain spirits such as whisky, vodka, and gin that are made throughout
the year from grain that can be harvested and stored. Brandy is dependent on the
seasons, the ripening of the base fruit, and the production of the wine from which it
is made.

Other brandies include those that are made from various grape varieties and
processes, as well as from fruits other than grapes. For example, Calvados is made
from apples, Kirsch is made from cherries and slivovitz is made from plums.

Types of Brandy

a. Cognac - is made from double distilled white wine that is made from approved grape
varieties grown with in the cognac region of France. It is aged in limousine oak barrels which
produces a special bouquet aroma. The cognac label gives an indication of its age, using the
following notations:

V.S. (Very Superior)

- the youngest cognac in the blend aged at least one and a-half year.
V.S.O.P. (Very Special Old Pale)
- the youngest cognac in the blend aged at least four-and-a-half years
X.O. (Extra Old)
- the youngest cognac in the blend aged at least six-and-a-half years

b. Armagnac

- is distilled from wine that is made from approved grape varieties grown in the
Armagnac region of France. The label statements are the same as those for cognac.
c. Grappa
- is distilled from the grape stems, skins, and seeds that are left over from the wine-
making process.

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 f. Tequila

Double distilled from a fermented mash of the Blue Agave plant grown in the Tequila
region of Mexico. It is generally bottled at 40% alcohol. Unaged tequila is white in color,
while aged tequila appears golden. Tequila is often confused with Mescal, which is distilled
only once and may contain any variety of the Agave plant. Genuine tequila always has
NOM (Official Mexican Norms) on the label, a kind of quality seal from the Mexican
government.

4.2 Liqueur

Comes from the Latin "liqufacere" (to dissolve) and refers to the dissolving of
flavorings in the spirits. They are characterized by the way in which the flavors are refined
and must contain a minimum of 2.5% sugar by weight of the finished Product.

It is made by mixing fruit, coffee, or other flavorings with different base liquors such
as vodka, rum, and whisky to achieve a "second stage" alcoholic beverage. Coffee
liqueurs, on the other hand, are combined with cane spirit (rum) to create their unique
tastes, while delicious Irish Creams are manufactured from whisky and dairy creams, two
products that are not naturally compatible. Among the popular liqueurs are

● Advocaat - made in Holland from fresh egg yolks, sugar, and brandy
● Anisette- a clear liqueur made from anise seed and flavored with bitter almonds
● Benedictine- a liqueur made by the Benedictine monks out of a secret formula
reputed to be a combination of herbs, spices, and fine brandy
● Chartreuse- cordial made by the Chartreuse order of monks. Its color is a
combination of yellow and green and is made out of a combination of many
ingredients such as spices, herbs, and Roots.
● Cherry - brandy-flavored with black cherries
● Cointreau - a brandy produced out of triple sec and Orange Curacao
● Crème de menthe - the peppermint liqueur made from fresh mint and brandy
● Drambure - a liqueur made from old scotch, honey orange, herbs, and spices
● Grand Marnier - made from Champagne, cognac, and Orange Curacao
● Kahlua - Mexican liqueur made from coffee beans, vanilla, and brandy
● Southern Comfort - a high proof liqueur made in the United States out of a secret
formula
● Triple Sec - made from the peel of bitter orange grown in the West Indies; enriched
with spices, rum, and sugar.

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4.3 Beer
"Baere" is an original Saxon word that means barley, and the word "beer" the most
widely consumed alcoholic beverage in the world evolved from it. It is brewed from water,
malt (roasted barley), and fermented hops.

A beverage produced out of a short process of fermentation of cereal grain-flavored

with hops and an equally short aging process of about a week or two resulting in an alcohol
content of 3 to 8%.

Beer-making undergoes the malting process then fermentation. Temperature and

moisture levels are contrived and monitored in order to achieve pale, reddish, dark brown,
or black malts. Triple and quadruple fermentation, use of spices, partial filtering for years to
remain suspended in the beer bottle, and other distinct methodology that give way to fruity
aromas, pleasant, and lingering after-tastes, and controlled bite and bitterness.
Examples of breweries brand include Heineken, Carlsberg, Budweiser, and Guinness.

Styles of Beer

Ale - medium to full-bodied; assertive taste with stronger hops and malt flavor than a pilsner; top fermented
Dry-light-to medium-bodied; dry and crisp, with little or no aftertaste; most fermentable carbohydrates are turned
Ice beer - fermented at a temperature close to freezing; ice crystals containing solid particles and organisms tha
Light-lower alcohol content; extra light bodied; dry; somewhat bitter taste of hops; made by diluting extra streng
Malt - medium-bodied; full malt taste; bottom or top-fermented
Non-alcoholic/de alcoholized - reduced fermentation time and temperature inhibit alcohol production; alcohol
PilsnerorLarger-light-bodied; the dry somewhat bitter taste of hops; bottom-fermented. The most famous and im
Stoul - heavy bodied; dark ion color; bittersweet to bitter taste; top-fermented.
Unpasteurized - brewed with all natural products and with no preservatives; has shorter shelf life than pasteuriz

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 Alcohol Content Categories for
Beer
Type of Beer Alcohol Content
Non-alcoholic/de alcoholized 0 to 1.0 % alcohol
Extra light 1.1 to 2.5% alcohol
Light 2.6 to 4.0% alcohol
Standard 4.1 to 5.5 % alcohol
Strong 5.6 to 8.5% alcohol
Extra Strong over 8.6 % alcohol

4.4 Wine
It is a naturally fermented juice of fresh ripe grapes. And if the source is not grapes,
the fruit from which it is fermented must be specified, i.e. kasoy wine, coconut wine. Wines
undergo a longer (complete) fermentation process and aging process usually (months or
years) sometimes decades-resulting in an alcohol content of 7 to 18%.

Great wines express the place of origins-the soil, landscape, climates, and
temperature of where they came from.
WINE HISTORY

The use of wine is cited several times in the Bible, making it one of the most ancient of
beverages. It existed in Russia and Mesopotamia at least 7,000 years ago and was probably
man's first introduction to alcohol. It endured because it was high enough in alcohol to keep
without refrigeration or proper enclosures. Alcohol and sugar are natural preservatives. That's
why the first wines were high in alcohol and sweet. They tasted better for a longer period of
time.
There are numerous references to wine in the Bible. Noah planted vineyards and
"became drunken" according to Genesis IX. Even then, drunkenness was frowned upon.
And, of course, there is Jesus turning water into wine in the New Testament.

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 WINE HISTORY

In Western civilization, wine grapes were first cultivated in the Near East
around the Mediterranean Basin. The vine and wine culture were first spread by
the Greeks into France and Italy.

The Greeks called Italy Enotria; "The Land of Staked Vines." Grapes were grown wild in
Italy, whereas the Greeks were more scientific.

TheItalian wine tasted better because the grapes were grown higher off the ground (trained
around olive trees), allowing more sunlight to reach them. This ripened the grapes more
than those of other country thus making them more flavorful. The Greeks took this idea of
training the vines off the ground to garner more sunlight (referred to as trellising) along with
their own practices regarding irrigation and hillside exposures and planted grapes in the
further reaches of Europe.

While it was the Greeks who really started the ball rolling, it was certainly the
Romans who carried it. They planted vines in every country they conquered,
and probably a few they didn't. As the Roman Empire expanded, wine
grapes were established in nearly every part of present day Europe.

Vineyards in France, Italy, and Germany were extensive by the Middle Ages. The literature
of the times clearly shows wine was a staple of life.
Uses of Wine

● As a complement to a meal
● To enhance the flavor of cooked foods
● To highlight a celebration
● Some serve as medicine
● Ideal for cold weather as it heats up the body temperature

Types of Wine

1. Sparkling Wine
Wine produced by natural or forced fermentation.

First fermentation: The wine is fermented in an open container to allow the carbon
dioxide to escape to the air.

On the second time: It is sealed in the container to trap the gas to remain in the wine.

Some of the most popular examples of sparkling wine are: Cava

(Spain), Sekt (Germany), Spumante (Italy).
Semi-sparkling wine is sparkling wine that contain less than 2.5 atmosphere
of carbon dioxide at sea level and at 20°C. Frizzante (Italy), Vino de Aruja (Spain),
Petillont (France).

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 2. Still wine

Wines that have not gone through the sparkling wine method and have no
effervescence.

3. Dessert
Grapes used are harvested late, after the grapes have reached maximum
ripeness, from slightly sweet with less than 50 g/l of sugar or sweet wine with 400 g/l
of sugar. Example: Spatlese

Top grapes are those that have been partially dried after harvest.
Example: Recioto, Vinsanto (Italy), Santorini (Greece)

3. Fortified Wines
These are sweetened wine and generally more alcoholic that had its
fermentation process stopped by the addition of a spirit such as brandy (added after
fermentation).

4. Other kinds
Table wines - may have alcohol content that is no higher than 8 to 14 % by volume,
depending on the country of origin. Other country name table wine as "Vins de Table"
(French), "Vino da Tavola" (Italy), "Tafelwein" (Germany), and "Vino de Mesa"
(Spanish).

Cooking wine or cooking sherry

- from inexpensive grape wine or juice wine in China and other East Asian country
used more often as an ingredient in food rather than for drinking. They are usually
treated with salt or a preservative, which inhibits the growth of acetic-acid-producing
micro-organisms. This can be used occasionally over a long period of
time. Sometimes, coloring is also added to it.

Vintage or varietal
- is made from grapes that were all grown in a specified year and detail, usually made
from a down-out grape such as Chardonnay or Cabernet Sauvigni. For it to be labeled
as such, it should contain at least 75 to 85% of a certified grape. But if there are two
kinds of grapes combined, it makes up about 100% and may be listed in descending
order. Example: 70% Chardonnay and 30% Viogner, and must be called Chardonnay
Viogner.

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 NOTE: Color of wine is not determined by the juice or the grape
-but rather by the presence or absence of the grape skin during fermentation. Grapes
with colored juice are called "Teinturier" example Alicante Bouchet.

Red wine
- is made from red/black grapes with skin macerated and left in contact
with the juice during fermentation.
White wine
- is made from any color of grapes with skin removed.

5 NON-ALCOHOLIC BEVERAGES

STANDARD

6 MEASUREMENTS

1 part any equal part

1 dash/ splash 1/32 ounce / 16 drops / 15 ml
1 teaspoon (tsp) 1/8 ounce
1 tablespoon (tbsp) 3/8 ounce
1 pony 1 ounce / 30 ml
1 jigger/ bar glass 1½ ounces / 30 ml
1 snit 3 ounces / 90 ml
1 wineglass 4 ounces /120 ml
1 split 6 ounces / 180 ml
1 cup 8 ounces / 240 ml
1 pint (pt) 16 fluid oz / 475 ml
1 quart (qt) 32 fluid oz / 0.95 1
1 gallon (gal) 128 fluid oz / 3.81

7 INTERNATIONAL COCKTAILS AND LONG DRINKS

A. Gin-Based Drinks

BRONX
30 ml (1 jig) Gin
15 ml (1/2 jig) Sweet Red Vermouth
5 ml (1/2 jig) Dry Vermouth
15.ml (1/2 jig) Orange Juice

● SHAKE all the ingredients over ice and strain into a cocktail glass.

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GIBSON
30 ml (1 jig) Dry Gin
drops Dry Vermouth
● STIR the ingredients over ice and strain into a cocktail glass or
on the rocks in an old-fashioned glass.
● Garnish with a cocktail or silver or pearl onion.

GIMLET
30 ml (1 jig) Dry Gin
15 ml (1/2 jig) Lime Juice

● STIR the ingredients over ice and strain into an old-fashioned

glass with ice.
● Garnish with a slice of lime in the drink.

NOTE: When ordered neat or straight up, stir and strain into a
cocktail glass without ice.

DRY MARTINI
30 ml (1 jig) Dry Gin
drops Dry Vermouth

● STIR all ingredients over ice and strain into a cocktail glass or on
the rocks, in an old-fashioned glass.
● Garnish with a green olive and a lemon twist. (optional)

PERFECT MARTINI
30 ml (1 jig) Dry Gin
7.5 ml (1/4 jig) Dry Vermouth
7.5 ml (1/4 jig) Sweet Red Vermouth

● STIR the ingredients over ice and strain into a cocktail glass.
● Garnish with a red cherry and a lemon zest.

SWEET MARTINI
● Follow the same steps and procedure as for a Dry Martini.
● Substitute Sweet Red Vermouth (10ml) for Dry Vermouth.
● Replace the green olive with a red cherry.

VODKA MARTINI
● Follow the same steps and procedure as for a Dry
Martini; substitute Vodka for Dry Gin.

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NEGRONI
30 ml (1 jig) Dry Gin
30 ml (1 jig) Sweet Red Vermouth
30 ml (1 jig) Campari

● BUILD the ingredients into an ice filled an old-fashioned glass.

● Top with.soda water. (optional)
● Garnish with a half slice of orange in the drink.

ORANGE BLOSSOM
30 ml (1jig) Dry Gin
dash Triple Sec
ml (2 jig) Orange Juice

● SHAKE all the ingredients over ice and strain into a cocktail glass.
● Garnish with a slice of orange and a red cherry on the rim.

PINK GIN
30 ml (1 jig) Dry Gin
drops Angostura Bitter

● Pour drops of Angostura Bitter in a cocktail glass and swirl the glass until it is coated.
Discard the remaining Angostura and add the Dry Gin. (Ice optional)

PINK LADY
30 ml (1 jig) Dry Gin
7.5 ml (1/4 jig) Lemon Juice
7.5 ml (1/4 jig) Simple Syrup
dashes Grenadine
Egg White
● SHAKE all ingredients over ice and strain into a cocktail glass.
● Garnish with a red cherry on the rim.

SINGAPORE SLING
30 ml (1 jig) Dry Gin
7.5 ml (1/4 jig) Cherry Brandy
15 ml (1/2 jig) Lemon Juice
60 ml (2 jig) Soda Water
drops Grenadine

● SHAKE all ingredients over ice, except the soda water. Strain into an ice filled
highball glass. Stir-in the soda water.
● Garnish with a slice of orange and a red cherry on the rim.

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TOM COLLINS
30 ml (1 jig) Gin
15 ml (1/2 jig) Lemon Juice
15 ml (1/2 jig) Simple Syrup
120 ml (4 jig) Soda Water

● BUILD the ingredients, except the soda water into an ice

filled highball glass.
● Top with the soda water and stir.
● Garnish with a slice of lemon and a cherry in the drink.

B. Vodka Cocktails and Long Drinks

BLOODY MARY
30 ml (1 jig) Vodka
120 ml (4 jig) Tomato Juice 3
ml Lemon Juice
dashes Worcestershire and Tabasco Sauces
Salt and Pepper to taste

● STIR the ingredients over ice, and strain into a highball glass.
● Garnish with a slice of lemon and a celery stalk in the drink.

HARVEY WALLBANGER

30 ml (1 jig) Vodka
10 ml (1/3 jig) Galliano
90 ml (3 jig) Orange Juice

● BUILD all the ingredients except the Galliano, into an ice-filled highball glass.
● Top with the Galliano.
● Garnish with a slice of orange and cherry on the rim.

SCREWDRIVER

30 ml (1 jig) Vodka
90 ml (3 jig) Orange Juice

● BUILD the ingredients into an ice-filled highball glass.

● Garnish with a slice of orange and red cherry on the rim.

VODKA GIMLET

● Same steps and procedure as for gimlet.

● Substitute Vodka for Dry Gin.

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C. Rum-Based Drinks

BACARDI COCKTAIL

30 ml (1jig) Bacardi Rum

30 ml (1 jig) Creme de Bananas
drops Grenadine syrup

● SHAKE all the ingredients over ice and strain into a cocktail glass.
● Garnish with a slice of orange and red cherry on the rim.

CUBA LIBRE

30 ml (1 jig) Dark Rum

120 ml (4 jig) Coca Cola
Slice of Lemon

● BUILD the Rum and the Coke into an ice-filled highball glass.
● Squeeze the slice of lemon on top of the drink and drop it in the drink.

DAIQUIRI

30 ml (1 jig) White Rum

15 ml (1/2 jig) Lemon or Lime Juice
15 ml (1/2 jig) Simple Syrup

● SHAKE all the ingredients over ice and strain them into a cocktail glass.
● Garnish with a slice of lemon and a red cherry on the rim.

FROZEN DAIQUIRI

30 ml (1 jig) White Rum

15 ml (1 jig) Fresh Lime or Lemon juice
15 ml (1 jig) Simple Syrup

● BLEND the ingredients in a crushed ice-filled electric blender and pour unstrained into
a large goblet.

20
MAITAI

60 ml (2 jig) Dark Rum

15 ml (1/2 jig) Triple Sec
7.5 ml (1/4 jig) Lemon Juice
30 ml (1 jig) Pineapple Juice
30 ml (1 jig) Orange Juice
drops Grenadine

● BUILD the ingredients into an ice-filled highball glass and stir.

● Garnish with a pineapple spear on the rim.

PLANTERS PUNCH

30 ml (1 jig) Dark rum

15 ml (1/2 jig) Lemon Juice
15 ml (1/2 jig) Pineapple Juice
15 ml (1/2jig) Orange Juice
6 ml (1/6 jig) Grenadine
dashes Angostura Bitter
Soda Water
● SHAKE all the ingredients (except the soda water) over ice and
pour unstrained into a Highball glass or BUILD the ingredients
(except
the soda water) into an ice-filled highball glass.
● In both cases, top with the soda water.
● Garnish with slices of lemon and orange on the rim.

ZOMBIE

60 ml (2 jig) Dark Rum

15 ml (1/4 jig) 151° Rum
45 ml (1% jig) Pineapple Juice
45 ml (1% jig) Orange Juice
15 ml (1/4 jig) Lemon Juice
bar spoon Simple Syrup

● BUILD all the ingredients (except the 151° Rum) into an ice-
filled Zombie glass and stir.
● Top with the 1510 Rum.
● Garnish with a pineapple spear on the rim.

21
D. Whiskey-Based Drinks

IRISH COFFEE

30 ml (1 jig) Irish whiskey

1 cup freshly brewed coffee (hot)
dashes Kahlua whipped
cream
powdered sugar

● MIX the Irish whiskey, the coffee, and the sugar into an Irish whiskey glass.
● Float the whipped cream and sprinkle drops of Kahlua on top of the cream.

MANHATTAN

30 ml (1 jig Bourbon
15 ml (1/2 jig) Sweet Red Vermouth
dashes Angostura Bitter

● STIR the ingredients over ice and strain them into a cocktail glass.
● Garnish with a red cherry in the drink.

DRY MANHATTAN

30 ml (1 jig) Bourbon
15 ml (1/2 jig) Dry Vermouth
dashes Angostura Bitter

● STIR the ingredients over ice and strain into a cocktail glass.
● Add lemon zest to the drink.

PERFECT MANHATTAN

30 ml (1 jig8 Bourbon Whiskey

15 ml (1/2 jig) Sweet Red Vermouth
15 ml (1/2 jig) Dry Vermouth

● STIR the ingredients over ice and strain into a cocktail glass.
● Garnish with a red cherry in the drink.

OLD FASHIONED

30 ml (1 jig) Bourbon Whiskey

1 bar spoon Sugar
2 or 3 dashes Angostura Bitter

● In an old-fashioned glass, saturate the sugar with the Angostura Bitter, add a dash of
soda water, and muddle to dissolve the sugar Fill the glass with ice and add the
Bourbon.
● Garnish with a half-slice of orange, a twist of lemon, and a red cherry in the drink.
22
ROB ROY

30 ml (1 jig) Scotch whisky

15 ml (1/2 jig) Sweet Red Vermouth
Dashes Angostura Bitters

● STIR the ingredients over ice and strain into a cocktail glass.
● Garnish with a red cherry on the rim.

PERFECT ROB ROY

30 ml (1 jig) Scotch whisky

15 ml (1/2 jig) Sweet Vermouth
15 ml (1/2 jig) Dry Vermouth

● STIR the ingredients over ice and strain into a cocktail glass.
● Garnish with a red cherry on the rim.

RUSTY NAIL

30 ml (1 jig) Scotch Whiskey

15 ml (1/2 jig) Drambuie

● BUILD the ingredients into an ice-filled old-fashioned glass.

● Garnish with a twist of lemon in the drink.

23
E. Wine and Liquor Drinks

ANGEL'S KISS

15 ml (1/2 jig) Kahlua or Tia Maria

15 ml (1/2 jig) Fresh Cream

● In a Liqueur glass, BUILD the Kahlua topping it with the fresh cream. Don't stir.
● Serve neat.

POUSSE CAFÉ

Equal parts of: Grenadine Crème

de Cacao Galliano
Curacao Blue
Brandy

● In a Liqueur glass, BUILD the liqueurs one by one, layer by layer without mixing the
ingredients.
● Serve neat.

F.Miscellaneous Drinks

MARGARITA

30 ml (1 jig8) Tequila 15
ml (1/2 jig) Triple Sec

15 ml (1/2 jig) Lemon or Lime Juice

● SHAKE all the ingredients over ice and strain into a previously salt-rimmed
Margarita glass.
● Garnish with a slice of lemon on the rim.

TEQUILA SUNRISE
30 ml (1 jig) Tequila
90 ml (3 jig) Orange Juice
15 ml (1/2 jig) Grenadine

● BUILD the Tequila and the Orange juice into an ice-filled

highball glass, stir, add the Grenadine, do not re-stir!
● Garnish with a slice of orange and red cherry on the rim.

24
8 COMMON BEVERAGE GARNISHES

Garnishes convey freshness and increase the appeal of drinks, as well as

add taste and character to the drinks. Fresh fruits are commonly used
because they convey the freshness of the drink and complement or add flavor
to a drink. Some common garnishes are as follows

● Maraschino cherries
● Olives
● Pearl/cocktail onions
● Lemons, limes, and oranges, cut in
half-wheels
twists
wedges
wheels
zests

● Celery stalks
● Fruit sticks, e.g. an orange slice and a cherry on a cocktail pick
● Pineapple spears and wedges
● Cucumber slices
● Fruit/berry sugar
● Dry peaches
● Pickled asparagus, egg
● Cherry tomatoes
● Horseradish
● Shrimp on skewers
● Chocolate shavings
● Coffee beans
● Spices, eg. cloves, Cinnamon sticks, nutmeg,
Worcestershire, Tabasco, salt, pepper

Select appropriate garnishes for a specific drink. Orange slices should be used in
orange-based drinks. In premium brands like Johnnie Walker Blue Label, no garnishes
should be used. And some garnishes work well only with certain mixers.
For example, lime with tonic tastes good, but lemons with tonic don't work as
well. Use limes and not lemons in Smirnoff and Tanqueray, unless when customers prefer
something else, and in orange and lemonade-based drinks.

25
9 TIPS ON MIXING DRINKS

A. Use quality ingredients.

B. Prepare the mis en place of the drinks.
C. Prepare plenty of ice.
D. Follow standard proportion of ingredients.
E. Chill all glasses for chilled drinks. Heat glasses for hot drinks. Do not put glasses in
freezers, as they will crack.
F. Prepare simple syrup in advance. Get a container and fill it with sugar. Pour boiling
water until the syrup reaches the original level of sugar, while stirring it briskly (1:1
ratio of sugar and water).
G. To frost the rim of the glass, rub it with a slice of lemon and dip it in salt or sugar as
indicated in the recipe.
H. Add mixers such as soda, water, tonic, ginger ale, and fruit juice to the liquor, rather
than the other way around.
I. Use the right glass for every drink.
J. Lemon or orange peel should be twisted over the drink only after the drink is
finished. It should not be mixed with the drink, otherwise, the drink will become bitter.
K. If a recipe calls for an egg, add the egg first before the spirit so as not to spoil the
drink if the egg happens to be rotten.
L. Mix drinks in a large glass, a jug, or a cocktail shaker.
M. Stir clear mixtures. Shake cloudy ones.
N. Use a strainer for the ice when pouring from a mixing glass
O. Prepare fruit juices in advance.
P. Sparkling liquids are always added last.
Q. Use cracked ice for shakers and lots of ice cubes for highballs.
R. Stir clear liquor such as gin, vodka, dry vermouth, etc. Shake other
mixed ingredients such as eggs, cream, sugar, etc.
S. Before mixing cocktails, fill glasses with cracked ice to cool them. Remove the ice
and dry the glasses before pouring cocktails unto them.
T. Green olives go well with Martini; pearl onions with a Gibson and cherries with
Manhattan. Stuffed olives are not recommended.

26
10. FOOD AND WINE PAIRING

Type of Food Wine Accompaniment

Appetizer Champagne, Chenin Blanc, Sherry, Gamay, Dry Riesling

Beef Dishes Sauvignon, Rhone Wines, Zinfandel, Burgundy

Caviar Champagne

Chicken, Fried Dry Gewürztraminer, Sparkling Wines, White Blends

Chicken, Roast Chardonnay, Sauvignon Blanc, Semillon

Chicken, Poached Sauvignon Blanc, Semillon, Riesling

Curry, Spicy Food Sauvignon Blanc, Chardonnay, Dry Gewürztraminer

Fruits Muscat, Riesling

Chocolate Port, Muscat (liqueur), Cabernet Sauvignon, Merlot

Fresh Water Fish Chardonnay, Semillon, Pinot Noir

Foie Gras Sauternes

Lamb Shiraz, Light Bordeaux, Rhone Wines

Lobster Chardonnay

Oysters Sauvignon Blanc, White Blended Wines, Sparkling

Wines

Pasta with Red Sauce Barbera, ltalian Wines, Sangiovese

27
Pasta with White Sauce Chardonnay, Marsanne, Pinot Gris

Pasta with Vegetables Pinot Noir, Chardonnay, Gamay

Pasta with Seafood Chardonnay, Sauvignon Blanc, Semillon,

Marsanne

Pasta with Meat Merlot, Rhone Wines

Pizza Italian Wines, Barbera, Light Pinot Noir, Sangiovese

Pork Pinot Noir, Italian Wines, Gamay, Riesling

Risotto Pinot Noir, Italian Wines, Rhone Wines

Salads Sauvignon Blanc, Riesling, Chenin Blanc

Shell fish Sauvignon Blanc, Dry Chardonnay, Dry

Sauvignon Blanc, Sparkling Wine
Sushi Dry Gewürztraminer, Sauvignon Blanc, Riesling,
Chardonnay

Veal Pinot Noir, Marsanne, Sangiovese

Chinese Food and Wine Pairing

Type of Food Wine Accompaniment

Abalone Chablis or Pouilly Fuissé

Sauteed scallops Pouilly Fumé

Steamed Lapu Lapu Chardonnay

Peking Duck Pinot Noir

Spicy crab Chilled Beaujolais

Sharks fin soup Pinot Blanc

Stir fried fish or seafood dishes Muscat

Sautéed beef dishes with soy sauce, Pinot Noir

garlic and ginger
Sautéed pork or fowl dishes with soy Gewürztraminer
sauce, garlic and ginger
Fried seafood noodles Chilled rosé
Buchi or red beads cakes Chilled lce Wine (from Canada)

28
 How to Purchase Wine and Cognac

Wine and cognac labels contain important information, such as:

Name of the wine

Name of the bottler, if estate bottled
Year, if it is a vintage wine
Area of origin designation
Grape type, e.g. Cabernet Sauvignon, Riesling
Vineyard
Alcohol by volume (alcohol)
Volume, e.g. fluid measure
Type of wine, e.g. red, white, sparkling
Country of origin
Agent or importer

In addition to the above mentioned, each bottle of wine and cognac has a
Regulatory Quality Control Number. A regulatory body issues the number as a way
to indicate the authenticity of the wine. You will find this number on the front label,
capsule, neck label, and black label.

29
 11. CRITERIA IN EXAMINATION OF WINE

The Senses
Vision
The human eye is an exceedingly perceptive sensory organ, which is able to
discriminate approximately 10 million shades of color and hue. It can also detect fine
differences and clarity of wine. Vision can be impaired or complete color blind.

Olfaction
Pertaining to the act of smelling (from the Latin olfacere-to smell). The nose is the
olfactory apparatus by which we detect odorous gases, liquids, or solids. Solids must have
a vapor pressure in order to be smelled. Man's sense of smell is poorly developed as
compared to that of insects and animals, whose survival may depend on this ability. The
mechanism by which the olfactory receptor cells in our nasal epithelium detects odorous
compounds and transmits signals to the brain has not been completely understood nor
explained. Nevertheless, we can develop an effective and reproducible procedure for
identifying individual substances.

We do not always use the same words to describe the aroma of wine but we need to
develop a vocabulary of descriptive words (see glossary for bartending) which are
meaningful to other testers.

Taste
The ability to taste is well developed in man and a matter of pride among gourmets,
chefs, oenophiles (wine connoisseur) and the like. Taste is complicated in that different
areas of the tongue distinguish different tastes: sweet, sour, bitter, and salty.

10 EXAMINATION OF WINE

1 Fill the glass up to one-third and observe its color against a white
background. A sheet of white paper tilted to reflect daylight is useful.
The color usually gives an indication of the quality of the wine, and with
red wines, a fair indication of its age. The color is usually purple when
young, and becomes brick red or brownish when old. A greenish tinge
in white wines is desirable; amber or brown color is an indication of
oxidation and poor quality Color is important and the desirable color
varies with wine types. Also examine the wine for clarity and rank it in
the following terms: brilliant, clear, slightly hazy, and opalescent.

30
2 Swirl and smell the wine with full, quick sniffs, and do not be afraid to put your
nose into the glass. The wine should have an aroma characteristic of the style of
wine and, in some cases, of the variety of grape used. Off odors such as moldiness,
volatile acidity, excess wood and off-taints are undesirable and should be noted.

3 Take a generous mouthful, roll it around with your tongue, suck air through it,
swallow a little, and spit the rest out. Look for flavor and style and balance of acid
against sweetness. The taste should persist and not be transient. Watch for off-
tastes and try to have a firm idea to represent. This is difficult and only comes with
practice. In general, the wine should smell and taste like the wine types it is and not
just a fortified dry white wine.
This is essential if you aim to become a wine judge.

4 When you have made up your mind, stick to your opinion until you have good
reason for changing it, but do not condemn a wine if you do not like the general
type it represents. It may be a good wine in its particular class.

5 Remember that you are evaluating the wine in the glass and not the label
in the bottle. Ask not to see the label so that you would taste the wine without
blas. Also, tasting is a personal affair. Do not talk nor encourage others to do
so.

13. WINE SERVICE

13.1 Serving Temperature of Wine

Serve

● Champagne, sparkling wines, and dessert wines: very cold, 6-8°C

(43- 46°F)
● Dry whites, light, aromatic, and crisp: quite cold, 8-10°C (46-50°F)
● Rose wine: cold, 10-12°C (50-54°F)
● Red wines, lightly bodied: slightly chilled, 12-14°C (54-57°F)
● Dry whites, full bodied: chilled, 12-16°C (54-61°F)
● Red wine, tannic and full bodied wine: room temperature,
from 16-18°C (61-64°F)
● Fortified wines: dry sherries and white ports are served ideally at
10°C (50°F); others should be served at 16-18°C (61-64°F)

If wine is too cold, it numbs the taste buds. If it's too warm
makes tannin become too pronounced and wine seems
harsh.

31
Serve
● Chill light wines before heavy wines
● Dry wines before sweet wines
● Simple wines before complex wines
● White wines before red wines

13.2 Sequence of Serving Wine

1. Select and prepare glasses for wine during the wine order.
2. Wipe bottle and make sure that the capsule is intact-no price tag
and label not ripped off.
3. Place a folded cloth over the arm of the hand. Place the bottle of
the wine over it. Hold the bottle close to your body in cradle
position. Prevent the content from moving to prevent sediments
from being disturbed.
4. There are six good glasses of wine (which means big glasses filled
half- full, not small ones filled to the brim). At a quick lunch, one
glass per person and at long dinner, four or five might not be too
much. Total of half a bottle per person.

13.3 To Serve Still Wine

1. Approach the guest's table, bring the requested wine, a clean

cloth napkin, and a wine opener with a corkscrew and an ice
bucket. The bucket should be set on the right side of the host with
a mixture of ice cubes and 10 to 12 cm (4 to 5 in) of water.
2. Present the bottle to the host, show the label, and wait for him
to confirm his selection. Upon presentation, mention the name
of the wine, size of the bottle, vineyard and vintage.
3. Carefully cut the metal or capsule of the bottle about half-an-
inch below the neck, rotating the bottle.
4. Wipe the top of the bottle and the cork with a cloth napkin. Wiping
the cork and the top of the bottle will help ensure that your guests'
glasses of wine are cork-free.
5. Insert the tip of the corkscrew slightly off the center and turn it in a
clockwise direction, until it has fully penetrated into the cork.

32
 6. Holding the bottle firmly in one hand, hook the lever of the
corkscrew in one firm motion until the cork is fully extracted.
7. Present the cork to the host for evaluation.
8. Wipe the mouth of the bottle to remove any cork or mold.
9. Pour about one ounce (30 ml) of wine into the glass of the host for
him to taste and evaluate. Wait for his approval.
10. Proceed to serve the wine starting with the ladies, then the
gentleman and lastly the host. The way in which you fill the
glasses will depend
on the type of wine ordered. Fill a glass about ½ to % of the way to the top,
depending on the shape and size of the glasses and the number of guests to be
served. If the glasses are large, pour less wine in each one. Be sure that each guest
receives an equal amount of wine.

13.4 To serve sparkling wine:

A. Remove the foil wrapper and wire cap. As you loosen these,
apply pressure to the top of the cork with your thumb. Put the
wrapper and wire in your pocket instead of leaving them on the
table.
B. Hold the bottle at a 45° angle to your body. Always point the
cork away from people and breakables. Continue to apply
pressure to the top of the cork with your thumb.
C. Cover the top of the bottle and the cork with a napkin,
maintaining pressure on the cork.
D. Twist the bottle with one hand while holding the napkin and
cork on the other.
E. Continue to hold the cork firmly, or the pressure inside the
bottle will force it out rapidly. Let the pressure in the bottle, ease
the cork out slowly and gently so that the cork does not pop.
F. Continue to hold the bottle at a 45° angle until all pressure has been released.

11. To stop pouring, the bottle must be moved upward with a

twisting motion so that the wine will not drip.
12. Place the bottle with its remaining contents on the table or in the
ice bucket or chiller with label facing him. If you are using an ice
bucket, house policy may require you to fold a clean cloth napkin
over it. When you take the bottle out of the ice bucket to pour more
wine, use this napkin to wipe water off the bottle.
13. Remove empty bottles and corks from the table.
33
14. Monitor your guests' glasses. As their food and beverage
server, you should pour the remaining wine. Your guests should
not have
to serve themselves.

10.5 To Serve Subsequent Bottles of Wine

If they have finished one bottle of wine, ask if they would like another. Offer appropriate wine to match the
different courses being served. But give the wine host a new, clean glass for tasting. Offer clean glasses to all o

34
14. STORAGE OF ALCOHOLIC BEVERAGES

● Juices and mixers should be stored in a refrigerated clean and dry location.
● Keep your bestsellers in an easy-access location.
● The storeroom for alcoholic beverages should be properly maintained. Clean air must
circulate inside the storeroom so as not to impair the quality of wines and liquors.
Keep storeroom dry and clean, free from pest infestation to prevent the growth of
fungi that can penetrate the cork and contaminate the wine.

● Table wines with alcoholic content of less than 14% should be stored on the sides
(slanting) to keep the cork wet inside the bottle. This will help prevent acidification or
oxidation caused by air entering through a dry porous, cork.

● Give a little time for sediments to settle down before serving wines. Some wines take
several weeks to settle.

● The upright positions of the storage bins should be spaced so that the base of each
section will contain a specified number of bottles. This facilitates counting during
inventory.

● The most satisfactory height for shelves in the storeroom is

seven- and-a-half feet.
● The beverage storeroom should be entrusted to only one
person, usually the storekeeper. In some establishments, the
wine cellar is entrusted to the care of wine steward
(sommelier).

15. INVENTORY OF BAR STOCKS

15.1 Perpetual Inventory

The perpetual inventory is a method of recording the movement of bar
stocks-what stocks are brought in after a delivery, what is issued and what is
sold. The reverence must be made with regard to the document used like
requisition or issuance form with their corresponding control number.

The beverage purchases and issuances for each bar item are
constantly recorded by the stock clerk in a bin card or stock card so that the
balance on hand is always updated. The balance on hand must be reconciled
with the discrepancy in the figures contained in the bin card and the physical
inventory. If there is a variance between the actual count and the expected
balance, it could mean that;

● there are store deliveries that are not recorded;

● there are purchases that are not documented;
● some issuances may not be documented;
● there are losses that are unaccounted for.

35
 The bar manager should be alert in spotting said discrepancies and
must
immediately take action, otherwise there will be accumulated loses that can mean big to the
company.

15.2 Physical Inventory

This is physical count of stocks.

15.3 Participate in Inventory Control

An efficient inventory control system helps on establishing function smoothly

and profitably. Proper inventory control can help prevent loss and theft. If an inventory
count reveals that too much stock was used (when compared to the level of sales),
management must find out why. Possible reasons include the following:
● over pouring or waste
● stolen stock
● items served to a guest, but not rung in
● spillage
● using more expensive ingredients than required
● increased cost of stock
● mistakes made in counting the inventory

Record Spoilage and Breakage

To help with the inventory control process, keep a record of spoilage and
breakage. When inventory is compared to sales, the spillage and breakage figures assist in
the costing process by helping management to determine reasons for the difference
between sales and inventory.

Take Inventory on a Regular Basis

Your house policy will dictate how often you take inventory, but
never skip or delay taking a scheduled inventory. If there are problems-for
example, if more stock is being used than is being paid for-inventory may
be taken more frequently.

36
16 ORDERING OF STOCKS
To control cost in bar service, ordering of stocks must be regulated.
Ensuring that the order quantity is just enough to meet immediate need and based on
reliable estimate of par stock requirements.

Par stock refers to the quantity of stocks that must be available daily
to cover for the consumption requirements for the day. The par quantity is
based on
actual demand and consumption is computed based on actual demand and average daily
usage, plus allowance for safety stock and lead-time usage (if applicable). The word
"safety stock" is an arbitrary figure added to the daily requirement to cover unexpected
increases of consumption. This is discretionary on the part of the bar manager depending
on how fast moving the stock is. It may range from 5 to 20% of actual usage.

17 CLOSING THE BAR

Bar Check-up Checklist

a. Perishables are refrigerated and covered with a damp cloth.

b. Operating equipment and tools are arranged and covered:

Knife Ice bucket

Wine bucketIce Ice Blender
Bar spoon Ice tong Bar trays Ashtray
Cutting board Jiggers Mixing glass Ice picks
Salt and pepper shaker Ice scooper
Other glasses and supplies

a. Bar counter is clean and polished.

b. Requisition forms and other documents are placed inside shelves.
c. Glasses are clean, dried, and transferred to the racks.
d.The bar floor area is vacuumed/cleaned.

37
 18 GUIDE TO RESPONSIBLE ALCOHOL SERVICE

18.1 Importance of Responsible Alcohol Service

Serving alcohol responsibly affects you, your guests, and your employer.
Service professionals need to practice responsible alcohol service because it:

● reduces the possibility of legal actions

● improves the image of the establishment
● reduces the possibility of difficult situations
● increases the comfort of other guests
● is your legal responsibility to prevent guests from reaching
a state of intoxication and withhold alcohol service from
guests who are intoxicated.

18.2 Possible Signs of Intoxication

➢ One possible sign of intoxication is loss of coordination. You may
notice that a guest is having trouble picking up change when
paying or is spilling his drink. Some people have trouble walking
when intoxicated and may stagger and bump into chairs.
Intoxicated guests might slur their words when speaking or they
may be unable to focus their eyes properly. Because alcohol acts
as sedative, a person may find it difficult to sit up straight. Some
people even nod off and then awaken suddenly.

➢ Another sign that a person may be intoxicated is loss of

inhibitions. Watch for changes in guest's personality. He may
become overly friendly or argumentative. Sometimes someone
who is intoxicated begins to speak really quickly or loudly, or
demands more attention (perhaps becoming disruptive).
Intoxicated guests may use foul language more frequently than
they otherwise would.

38
 ➢ Changes in behavior are another possible sign of intoxication. A
guest might start drinking faster, ordering doubles, or
complaining that the drinks are weak. Take note if a customer
has two cigarettes lit at one time or cannot remember what he
just said to you. An inability to concentrate can indicate
intoxication. A guest's sudden offer pay for a stranger's drinks, or
offer to give a generous tip can also be signs of over
consumption of alcohol.

18.3 Intervention Strategies

a. Monitor guest's intoxication levels.
b. Offer snack foods and non-alcoholic beverages as an
alternative. Food can slow the rate of intoxication.
c. Do not suggest multiple drink orders or doubles. An increased
amount of alcohol at a guest's table makes it more likely that
the guest will consume the drinks more quickly.
d .Promote non-drinking activities.
e. Let your co workers know if a guest is drinking too much.
f. Ask the guest's friends to help.
g. Refuse to serve any more alcohol to a guest who appears to
be intoxicated.

18.4 How to Discontinue Service

Despite your best efforts to serve alcohol responsibly, some guests
may still become intoxicated. Some may even enter your establishment already
intoxicated. You are required by law to stop serving alcohol to these guests. When
this situation occurs, follow these steps:

● Notify your supervisor and all co-workers that the guest must
not be served any more alcohol.
● Tell the guest in private that he will not be served any more alcohol.
● Be calm and courteous, but be firm. Avoid making accusations
and using emotionally charged words such as "drunk".
● Explain that your decision is not arbitrary.
● If possible, ask the guest's sober friends to help.
● Make a record of your actions. If the customer complains to
management about being cut off, a written record would show
your supervisor the procedures you followed.

39
19 HANDLING CUSTOMER COMPLAINTS

Knowing how to resolve guest's complaints or concerns properly has

many benefits. An appropriate resolution increases positive, and decreases
negative word-of-mouth advertising. This also builds confidence in your
organization and increases the probability of repeat business.

An effective resolution to a guest complaint is also a good learning

experience, allowing the staff the opportunity to learn from mistakes and prevent
guests from experiencing the same problem.

Identify Reasons for Guest Dissatisfaction

There are many potential causes for dissatisfied customers:
● Unprofessional/service
● Recurring problem
● No openness or response to feedback
● Guest's altered state of mind
● Perceived value for cost seems inadequate
● Beliefs are compromised
● Changes in product or service
● Expectations are not met

Resolving Guest Complaints or Concerns

1. Use appropriate body language.

2. Listen attentively; let the guest finish his statement before
reacting to it. If the message is not clear, confirm or clarify.
3. Be calm and sober even if the customer is rude or shouting at the
top of his voice. Be gracious and courteous no matter how
irritating the customer is.
4. Listen to the details of the complaint or concern, and allow the
guest to express his feelings without disturbing other guests.
5. Ask questions to obtain facts.
6. Be objective by not taking the complaint personally or arguing with the guest.

40
7. Be open-minded; accept the facts of his complaints and refrain
from being defensive. Acknowledge guest's comments, even if he
does not seem to be talking sense.
8. Confirm your understanding by paraphrasing and repeating this to
the guest.
9. Empathize with the guest, showing genuine concern.
10. Apologize for the error or inconvenience, accepting responsibility
for your own mistakes. Do not offer excuses or blame others.
11. Thank the guest for bringing the problem to your attention
and reassure him or her that the problem will be addressed
12. Solve the problem, asking the guest for suggestion. If appropriate,
suggest possible alternatives. Seek the guest's approval of the
solution and take the necessary action to rectify the situation. Ask for
assistance from co-workers or your supervisor, if necessary.

13. Settle sensitive problems or matters in private so as not to place

the guest in an embarrassing situation.
14. If the guest is very upset, does not want to accept apologies,
or is making a fuss out of petty matters or cannot be pacified,
call the supervisor or manager.
15. Should a complaint or request require a delicate decision or action,
or a request that run counter to some business policies like discount
or waiving service charge, etc., refer to supervisor.
16. Check with the guest as soon as possible to ensure that the
complaint or concern has been effectively resolved.
17. Log the complaint and action taken, if required by company policy.
Even if not required, it is good practice to document difficult
situations and their resolution for your own benefit and safety.

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