MODULE 2 CILO 2 PPT Operate A Bar Facility Refined

OPERATE A BAR FACILITY
D1.HBS.CL5.04
Slide 1
Operate a bar facility
This Unit comprises four Elements:
 Prepare bar for service
 Take drink orders
 Prepare and serve drinks
 Close down bar operations
Slide 2
Assessment
Assessment for this unit may include:
 Oral questions
 Written questions
 Work projects
 Workplace observation of practical skills
 Practical exercises
 Formal report from employer or
supervisor
Slide 3
Prepare bar for service
Performance criteria for this Element are :
 Set up bar display and work area in accordance with
enterprise requirements
 Check and restock bar products & materials where
necessary in accordance with enterprise requirements
 Ensure equipment is clean, operational and
ready for use
 Store items in correct place at correct
temperature
 Prepare and stock garnishes and accompaniments
Slide 4
Set up bar display and work area
In relation to this Unit:
 It reflects the role of a bar attendant
 It applies to all types of bars
 It applies to alcoholic and non-alcoholic drinks
 Liquor service is subject to local national
legislation
Slide 5
Bars must be set up prior to service:
 To ensure bar is ready to operate when customers
arrive
 To optimise appeal and appearance
Slide 6
This Unit embraces the use and operation of:
 Permanent bars
 Temporary bars
 Dry till bars
Slide 7
Bar operations = preparation and service of drinks:
 Mixed drinks:
 Short (140 ml) and Long (200 ml)
 Full nip of spirits (30 ml) or half-nip (15 ml)
 Cocktails
 Beer:
 Draught – barrels or kegs
 Packaged – bottles and cans
(Continued)
Slide 8
 Spirits:
 ‘Neat’
 ‘On ice’
 Mixed
 Liqueurs
 Wines:
 Table wine or sparkling
 Red or white
(Continued)
Slide 9
 Non-alcoholic beverages:
 Juices
 Waters
 Aerated waters
 Fortified wine:
 Juices
Slide 10
Bar set up:
 Must support and reflect service style being provided
 Must address equipment in the bar
 Varies between bars
 Varies depending on number of staff
 Must meet food safety requirements
Slide 11
‘Opening procedures’:
 Term given to the procedures and tasks necessary to
prepare the bar for service
 Vary between venues
 Vary between bars in the same premises
Slide 12
Opening procedures may include:
 Connecting draught beer:
 Turning on refrigeration
 Drawing beer through
 Turning on espresso machine

 Setting out drip trays
(Continued)
Slide 13
 Setting out trays and racks
 Checking and ordering (as necessary) stock
 Collecting clean cloths and linen
 Laying out bar items
(Continued)
Slide 14
 Setting out ashtrays
 Checking equipment, utensils and systems
 Setting out clean glasses
 Checking glassware
Slide 15
 Placing pourers on bottles
 Preparing garnishes
 Checking displays and promotional materials
(Continued)
Slide 16
 Checking and re-stocking accessories for cocktails
 Stacking and preparing service trays
 Filling ice containers
 Collecting and counting cash drawer
Slide 17
Bars can operate in different ways and offer different
options to customers:
 Most bars work on a cash basis – some offer credit card
and electronic payment options
 Some offer dry till, tab or account
(Continued)
Slide 18
 Inclusive packages:
 Deals where food and nominated or limited drinks are
included in the price
 Pre-set drinks – where nominated drinks only are
provided for a party or function
 Open bar – a term used at functions
indicating there is no limit on the drinks
which can be provided
Slide 19
Check and re-stock bar products
and materials
Checks as part of opening procedures include:
 Drinks (alcoholic and non-alcoholic) to ensure:
 Sufficient quantities
 ‘Use by’ and ‘Best Before’ dates are OK
 Accessible
 Back-up supplies are available
(Continued)
Slide 20
and materials
 Garnishes:
 Commonly required garnishes are available
 Sufficient quantities
 Ingredients available to prepare others if required
(Continued)
Slide 21
and materials
 Cleaning equipment:
 All service areas are clean
 All service equipment is clean
 All required cleaning materials and

chemicals are available
(Continued)
Slide 22
and materials
 Refrigeration equipment:
 Units have been turned ‘on’
 Operating at correct temperature
(Continued)
Slide 23
and materials
 Utensils and equipment:
 Available as required for the individual
bar and its trading needs
 Safe to use, and clean
 Sufficient in number
 In correct required location
(Continued)
Slide 24
and materials
 Cloths and towels:
 All required items are in place and available
 Items are clean, washed and presentable
 Sufficient quantities available
(Continued)
Slide 25
and materials
 Display items:
 Advertising and promotional materials for the venue
 Special displays – for themes, events, parties
Slide 26
and materials
Venue-specific re-stocking requirements may be:
 Only ‘Supervisor’ allowed to order stock
 ‘Requisition’ must be used to order stock
 Amount of stock which can be ordered may be limited
 ‘Inter-departmental transfer’ may be required for stock
taken from another department
 Deliveries must be immediately put away and
refrigerated where necessary
 Stock must be rotated using FIFO system
Slide 27
and materials
Possible action to take when checking:
 Advise Supervisor of problems
 Order any stock which is low or missing
 Clean anything not properly cleaned
 Put away deliveries which have not been stored
 Create and replenish displays as required
Slide 28
Ensure equipment is clean,
operational and ready for use
Service equipment must be checked – can include:
 Bottle openers and corkscrews:
 Clean; safe; operational
 Spirit measures – egg cup measures and or

optics (15 ml and 30 ml):
 Clean; fitted; not leaking
(Continued)
Slide 29
 Glassware – glasses and jugs:
 Clean; in place; no chips or cracks
 Knives and chopping boards:

 Clean; sufficient number; sharp and safe
 Ice containers – tubs and buckets:

 Clean; sufficient number; full; accessible
(Continued)
Slide 30
 Tongs and scoops – used for fruit and ice:
 Never use glass to scoop ice
 Clean; sufficient; in place
 Coasters – placed under drinks:

 Sufficient; in place; not used or dirty
 Bar mats – ‘runners’ on bars:

 Clean; presentable; positioned where required
(Continued)
Slide 31
 Refrigeration equipment – under-counter and glass-
fronted-display units:
 Clean and attractive; stocked; operating at required
temperature/s
 Post mix – bulk unit for soft drink:
 Carbonation, brixing & temperature are
correct
 Sufficient syrup for all flavours
 Clean and attractive
(Continued)
Slide 32
 Beer dispensers:
 Beer is attached and flowing
 Beer temperature is correct
 Taps are operating properly
 Drip trays in position – with de-naturing agent
 Service trays:
 Clean; sufficient number; anti-slip mats fitted
Slide 33
Highball glass (also called Hi-ball glass):
 200 ml – 300 ml
 Used for cocktails such as Harvey Wallbanger,
Collins and Tequila Sunrise
 Popular for serving juices and long mixed drinks
(Continued)
Slide 34
Pilsener – 200 ml upwards:
 Used for beer
 Mugs or handles also used
Martini glass – approx. 90 ml:

 Used for martinis and other small volume
cocktails
(Continued)
Slide 35
Manhattan glass – 180 ml – 200 ml:
 Generic cocktail glass
Old Fashioned glass – 200 ml:

 Used for cocktails such as Black Russian
 Used to serve neat spirits, spirits
on-the-rocks and short, mixed drinks
(Continued)
Slide 36
Colada glass – 300 ml – 400 ml:
 Used for cocktails with large volume (Coladas; Fluffy
Duck; Mai Tai)
Champagne flute – 160 ml – 200 ml:

 Used for champagne and sparkling wine
as well as champagne cocktails
(Continued)
Slide 37
Brandy Balloon – 200 ml to 4 litres!
 Used to serve cognac and some cocktails (Brandy
Blazer; White Russian)
Test tube – 60 ml:

 Stored in a rack
 Used for some cocktails
 Some venues will not use them as they
encourage irresponsible consumption
(Continued)
Slide 38
Liqueur glass – 28 ml – 30 ml:
 Used for liqueurs including liqueurs with cream floated
on top
Shot glass – 45 ml – 60 ml:

 Used for serving single ‘shots’
 Some venues will not use them as they
encourage irresponsible consumption
Slide 39
Choice of glass for a drink will be determined by:
 House policy
 Tradition
Slide 40
Glasses must be washed after every use:
 By machine or by hand
 Machine water must be at 70°C
 Detergent must be used
 Glasses must be stored after washing
to keep them clean
Slide 41
Checking of items may include:
 Visual inspection
 Counting items
 Verifying temperatures
 Inspections
 Tasting
Slide 42
Bar hygiene requirements:
 Fresh glass for every drink
 Handle glasses by base or stem
 Use fork or scoop (not fingers)
(Continued)
Slide 43
 Do not re-use previously used or served items
 Store straws to protect them from contamination
 Check glasswasher:
 Has detergent
 Operating at correct temperature
(Continued)
Slide 44
 Put de-naturing agent in drip trays
 Throw out ‘waste beer’
 Do not smoke or spit in the bar
 Wash hands
(Continued)
Slide 45
 Wear clean clothes
 Ensure clean hands and fingernails
 Do not work if ill
 Never substitute or water-down beverages
 Make sure glasses are clean
Slide 46
Store items in correct place at
correct temperature
Storage of beverage:
 Some require refrigeration, some do not
 Use FIFO method of stock rotation (except
for some wines):
 Move old stock forward and place fresh
stock behind
 Use stock in correct sequence
Slide 47
correct temperature
Storage requirements:
 Packaged beer:
 Under refrigeration
 1°C – 3°C
 Bulk beer:
 Store in coolrooms or cellars
 Remote pull systems: store at 5°C – 10°C
 Direct pull systems: -1°C to +1°C
(Continued)
Slide 48
correct temperature
 Red wine:
 ‘Room temperature’ but because this varies so much
some venues specify a temperature point (say, 15°C)
or a range (such as 14°C to 18°C)
 White wine:
 Under refrigeration – an exact
temperature may be specified (say, 10°C)
or a range (say, 2°C to 3°C)
 Generally wines are stored lying down
(Continued)
Slide 49
correct temperature
 Dairy products (cream and milk) and fruit juices:
 Under refrigeration
 Spirits and liqueurs:

 At room temperature
 Fortified wines – at room temperature:

 Dry sherry – under refrigeration
Slide 50
correct temperature
Wine units:
 Allow service of premium wine by the glass
 Replace air with nitrogen (to control oxidation)
 Also control temperature and or humidity
Slide 51
correct temperature
Pest control must involve:
 ‘Building them out’
 ‘Chasing them out’
 ‘Starving them out’
Slide 52
Prepare and stock garnishes and
accompaniments
Garnishes and accompaniments are required to:
 Meet customer expectations
 Meet competition
 Create a point of difference
Slide 53
accompaniments
Workplaces may use:
 Coasters
 Decorations
 Edible garnishes
 Non-edible garnishes
 Drinking straws
Slide 54
accompaniments
After garnishes have been cut and prepared:
 Use left-over garnishes first
 Place items on small plate or saucer
 Cover
 Refrigerate
Slide 55
accompaniments
Preparing ‘decorations’ involves:
 Checking availability
 Re-stocking straws
 Making sure boxes of decorations
are at hand
 Placing decorations into
designated containers
Slide 56
Summary – Element 1
When preparing bar for service:
 Adhere to enterprise standards and requirements
 Follow all nominated opening procedures
 Be aware of the upcoming trading session and the
requirements it is likely to create
 Set up for the requirements of the
individual session
(Continued)
Slide 57
 Check and re-stock alcoholic and non-alcoholic
beverages as required
 Prepare garnishes as required
 Check and replenish decorations as necessary
 Ensure all items, equipment and utensils are clean
(Continued)
Slide 58
 Check operational readiness of all equipment
 Turn on refrigeration as required
 Check supply of cloths, towels and other linen
 Notify supervisor of problems or bar-related needs
(Continued)
Slide 59
 Check and make ready glassware
 Apply all safe food handling protocols
 Store and rotate stock correctly
Slide 60
Take drink orders
Performance Criteria for this Element are :
 Receive customer orders
 Check product and or brand preferences with customer
in a courteous manner
 Provide clear and helpful recommendations or
information to customers on selection of drinks if
required
Slide 61
Receive customer orders
When taking customer order:
 Greet customer
 Make sure you know what is being asked for
 Memorise the order
 Write order down – use ‘house’ abbreviations
(Continued)
Slide 62
 Capture detail:
 Brand
 Style
 Can, bottle or glass
 Size
Slide 63
Unless customer specifies something different house
standards will apply to mixed drink orders – this means
unless guest says they want something else, all mixed
drinks:
 Serve 30 ml nip
 Use long glass
 Serve with ice
Slide 64
Check product and or brand
preferences
 There are many different brands of liquor
 Bars cannot stock all brands
 Staff should check if customers have a brand
preference
 Customers will often prefer to change type of
drink if their preferred brand is unavailable
Slide 65
preferences
Bars will have:
 Several ‘call’ brands:
 Brand names ‘called’ for (named) by customers
 These must be served where available
 Apologise if call brand is not available
 Offer an alternative
Slide 66
preferences
‘Pour’ brand:
 Is the brand used when customer does not name or call
for a specific brand
 May be a cheaper product
 It is important for staff to know what the
‘pour’ brands are for all the spirits
and liqueurs served
Slide 67
Provide recommendations or
information on selection of drinks
When advising customers give information about:
 Price
 Special promotions
 Details of the product – taste, ingredients,
colour, aroma
(Continued)
Slide 68
Provide recommendations or
information on selection of drinks
 Whether ‘domestic’ or ‘imported’
 How it may be served
 Alcoholic strength
 Special points
Slide 69
When taking drink orders:
 Greet the customer
 Be polite
 Be friendly
 Be helpful
(Continued)
Slide 70
 Provide advice, suggestions and recommendations
 Repeat the order back to the customer
 Clarify ambiguous orders
 Note or memorise the order
 Check for customer preferences
Slide 71
Prepare and serve drinks
Performance Criteria for this Element are :
 Greet customers in a polite, friendly and helpful manner
 Prepare drinks in accordance with legal and enterprise
standards using correct equipment, ingredients and
measures
 Serve drinks promptly and courteously
 Handle and use industry standard glassware
and use garnishes and accompaniments
appropriately
(Continued)
Slide 72
Prepare and serve drinks
 Minimise spillage and wastage and attend to accidents
during service promptly and safely
 Seek assistance from appropriate people for situations
which pose a threat to safety or security of colleagues,
customers or property
 Seek feedback from customers in order to
identify and implement improvements to
beverage quality and take appropriate
corrective action, if required
 Deal with unexpected situations in
accordance with enterprise procedures
Slide 73
Greet customers
Customer service is vital – when taking orders:
 Be polite
 Be friendly
 Be helpful
Slide 74
Greet customers
When serving in a bar:
 Everyone who approaches the bar must be
acknowledged even if they cannot be served immediately
 Serve customers in their correct turn
Slide 75
Prepare drinks
When working in bars you must comply with:
 Legal requirements
 Enterprise standards
Slide 76
Prepare drinks
Liquor licensing requirements:
 Age of those who can be served with liquor
 Age of people who can be on the premises
 Trading hours
 Whether liquor is for ‘on’ and or ‘off’ premises
consumption
(Continued)
Slide 77
Prepare drinks
 Physical location where liquor can be served – from or
to
 Classes of people who may be served with alcohol
 Behaviour of people on the premises
 Requirement for RSA certification of staff
Slide 78
Prepare drinks
Enterprise requirements and standards may relate to:
 Need to follow house recipes
 Serve sizes
 Glassware for drinks
 Garnishes
Slide 79
Prepare drinks
Soft drink:
 Highball glass
 Fill 1/3 with ice
 Add soft drink
 Add straw and garnish
Slide 80
Prepare drinks
Juice:
 Highball glass
 Add juice
 Garnish with straw and slice
Slide 81
Prepare drinks
Straight spirit; on the rocks; on ice:
 Old Fashioned glass
 Add 30 ml spirits
 No straw or garnish
Slide 82
Prepare drinks
Spirit with mixer:
 Old Fashioned – short glass
 Highball – long glass
 Add 1/3 ice + 30 ml spirits + mixer
 Straw – optional
 Slice
Slide 83
Prepare drinks
Liqueur:
 Liqueur glass
 Fill with liqueur
 No garnish (usually)
Slide 84
Prepare drinks
Still table wine – white or red:
 House wine glass:
 Larger glasses – for red
 Smaller glasses – for white
 Fill from bottle

 No garnish
Slide 85
Prepare drinks
Bottled beer:
 Pilsener; Pot or Handle
 Open bottle
 Pour into glass OR give glass and bottle to
customer so they can pour their own
 Normally no garnish (Corona has
lemon or lime wedge)
Slide 86
Prepare drinks
Pouring draught beer:
 Minimise waste
 Pour a beer with approx. 2.5 cm of head
 Check it is cold enough
 Check visual appearance
Slide 87
Prepare drinks
Techniques for pulling a draught beer:
 Hold glass near tap on an angle
 Turn tap ‘on’ (and ‘off’) quickly’
 Fill glass adjusting position of glass to
obtain required head
Slide 88
Prepare drinks
When pouring draught beer:
 Do not over-pour
 Check quality as you pour
 Use clean glass every time
(Continued)
Slide 89
Prepare drinks
 Do not touch glass against tap
 Hold glass near base
 Do not flow beer over side of glass
Slide 90
Prepare drinks
Need to know the non-alcoholic drinks served:
 Juices
 Waters
 Aerated waters
 Coffee
 Tea
Slide 91
Prepare drinks
Juices can include:
 Fresh
 Pre-prepared
 Traditional – tomato, apple, pineapple, orange
 Local variations
Slide 92
Prepare drinks
Waters can include:
 Bottled water
 Still water
 Sparkling water
 Flavoured waters
 Tap water
Slide 93
Prepare drinks
Aerated waters:
 Also known as ‘carbonated waters’ or ‘soft drink’
 May be bottled or post mix
 Flavours include cola, lemon squash,
dry ginger, soda water, tonic water
Slide 94
Prepare drinks
Mocktails:
 Non-alcoholic cocktails
 Look like cocktails (same type of glasses; garnished)
but contain no liquor
 May be offered on a separate
‘Mocktail’ drink list..
Slide 95
Prepare drinks
Frappes:
 Made by blending ice with ingredients (such as coffee,
fruit, milk, flavourings and fruit juice)
 Also includes ‘shaved ice’ with ingredients poured over
 Popular for those wanting a healthy drink
Slide 96
Prepare drinks
Coffee – may be made using:
 Dripolator
 Plunger
 Espresso machine
 Percolator
Slide 97
Prepare drinks
Cappuccino:
 Fill cup 1/3 with espresso coffee
 Fill remaining space 80% with hot milk
 Add frothed milk
 Sprinkle with chocolate powder
Slide 98
Prepare drinks
Vienna Coffee:
 Same as a long black
 Top with whipped cream
Slide 99
Prepare drinks
Iced Coffee:
 1/3 cold, strong espresso
 Add ice cream (vanilla)
 Fill with cold milk
 Top with whipped cream’
Slide 100
Prepare drinks
Tea may be served:
 In a teapot – different sizes depending on number of
guests
 Using a tea bag – always provide a ‘rest’ for the used
tea bag:
 Milk served separately for white tea
 Lemon slice should be served with

black tea
Slide 101
Prepare drinks
Types of teas include:
 English Breakfast, Irish Breakfast and Ceylon Breakfast
 Darjeeling
 Earl Grey
 Jasmine
 Chamomile
 Peppermint
Slide 102
Prepare drinks
Iced Tea:
 Make ¼ cup very strong black tea
 Place tea in cocktail shaker with ice
 Shake and strain into glass of fresh ice
 Garnish with lemon slice
Slide 103
Serve drinks
Drinks must be served quickly and courteously once order
has been taken:
 Thank customer for their order
 Work quickly
 Interpret the order before making the drink so you know
what is required
(Continued)
Slide 104
Serve drinks
 Be accurate
 Work cleanly
 Use the correct glass
 Follow correct sequence:
 Obtain glass and add ice
 Add spirit and add mixer
 Add garnish and serve
(Continued)
Slide 105
Serve drinks
 Serve as soon as drink is made
 Identify drink when it is served
 Thank customer
 Offer an appropriate sentiment
Slide 106
Handle glassware and use
garnishes and accompaniments
Glasses may be used as follows:
Glass Drink Glass Drink
Highball Soft drink Old Fashioned Neat spirits

Pilsener Juice Spirits ‘on ice’
Short mixed
drink
Liqueur glass Liqueurs Old Fashioned Spirit or liqueur

(Short) with mixer
Highball (Long)
Slide 107
Glasses may be used as follows:
Glass Drink Glass Drink
Stemmed wine Still table wine Pot Beer

glass Larger glasses used for Pilsener
red wine; smaller glasses Handle
for white wine
Mug
Champagne Champagne and other Port glass Fortified

flute sparkling wines wine
Champagne
saucer
Slide 108
When making garnishes:
 Use clean utensils and cutting surfaces
 Prepare garnishes fresh for each service
 Store under refrigeration
 Never re-use garnishes
 Do not eat garnishes or ingredients
Slide 109
Industry requirements when handling glasses:
 Check before use:
 Clean; no chips or cracks
 Same glass for same type of drink

 Handle by base or stem
 Take care
Slide 110
Drink garnishes:
 Citrus slice and wheel
 Maraschino cherries
 Olives
 Wedges – pineapple and citrus
(Continued)
Slide 111
 Citrus twists
 Celery rib
 Sprigs of fresh herbs
 Kiwi fruit
 Chocolate powder
(Continued)
Slide 112
 Whole strawberries
 Nutmeg
 Fruit knots or twists
 Lemon and orange wheels
 Slice of fruit and a cherry
(Continued)
Slide 113
 Coffee beans
 Liquorice sticks
 Jelly beans and jelly babies
 Edible flowers:
 Floating heads
 Frozen into ice blocks
Slide 114
Drink decorations:
 Commercially prepared – they cost money
 Used with cocktails and other drinks
 Use only what is indicated by House Recipe
 Never over-decorate
Slide 115
Drink decorations:
 Paper parasols
 Plastic animals, pick-axes and mermaids
 Doilies
 Swizzle sticks
 Sparklers
 Straws
Slide 116
Minimise spillage and wastage and
attend to accidents
Spillage and wastage caused by:
 Rushing
 Lack of training
 Failure to store products properly after service
Slide 117
attend to accidents
House policies relating to spillage and waste:
 Use of an ‘Ullage Book’
 ‘Drink replacement’ policy for drinks which are knocked
over
 No drinking while on duty
Slide 118
attend to accidents
Dealing with broken glass:
 Do not pick up with hands
 Use dustpan and brush
 Place into box or multiple sheets of paper
 Put in bin
Slide 119
Seek assistance to threat situations
Duty of Care obligations:
 Mean the venue must look after safety of people on the
premises
 Mean the bar must protect people against ‘foreseeable
harm’
 May mean the venue can be sued for
‘negligence’ if people are injured in the bar
Slide 120
A threat may be:
 Anything exposing the venue top legal action
 Anything placing customers or their property at risk
Slide 121
Exposure to legal action may include:
 Under-age people
 People who are intoxicated
 Violence
 Illegal gambling
 Disorderly conduct
(Continued)
Slide 122
 A person attempting to buy liquor for someone who has
been refused service
 Someone who has been banned or excluded
 Person engaging in unacceptable behaviour
 Person trying to buy liquor outside licensing hours
 People of class or type not allowed by licence
Slide 123
Situations threatening safety or security:
 Drunk, violent or quarrelsome customers
 Patrons who are intimidating or threatening others
 Anyone who is fighting
 Extreme weather
(Continued)
Slide 124
 Some equipment failures or breakdowns
 Gate crashers
 Power failure
 Emergency situations
Slide 125
Responding to threats:
 Follow workplace training, SOPs and drills
 Notify others of the situation promptly
 Provide details of the situation
 Take action:
 If trained or authorised
 Without putting yourself in danger
Safety of people takes priority over security of property.
Slide 126
Seek feedback about beverage
quality
Ways to obtain feedback from customers on beverage
quality:
 Ask for it
 Listen to what patrons are saying
 Observe patrons
 Note unfinished drinks
 Encourage feedback and comment
Slide 127
quality
Check beverage quality every time a drink is made:
 Temperature
 Taste
 Smell
 Clarity
Slide 128
quality
Responding to problems with beverage quality:
 Take action – never ignore the situation
 Remove product from sale
 Retain the product – for later inspection
and review
 Advise other staff
 Notify management
Slide 129
quality
If a patron identifies problem with beverage:
 Thank them
 Apologise
 Offer an alternative
 Explain action to address the situation
will be taken
Slide 130
Deal with unexpected situations
Dealing with unexpected situations:
 Act quickly and professionally
 Identify and analyse the situation
 Decide most appropriate course of action:
 Use common sense
 Follow internal policies and procedures
Slide 131
Dealing with equipment breakdown:
 Notify management or Maintenance
 Request replacement item
 Tag item
 Advise other staff
 Remove item
 Advise patrons how the breakdown impacts
service/ and the products which can be provided
Slide 132
Dealing with power failure:
 Notify management or Maintenance
 Implement EMP for ‘power failure’
 Protect assets and cash
 Urge customers to be calm
 Use ice to chill bottles and cans
 Use ‘manual’ operation of registers
Slide 133
Dealing with violent incidents:
 Notify management or Security
 Implement relevant EMP
 Stay safe
 Move other patrons to safe location
 Ask people to stop fighting
 Contact authorities
Slide 134
Dealing with medical emergencies:
 Notify relevant person
 Provide basic first aid
 Comfort patient
 Contact authorities
Slide 135
Dealing with run out of stock:
 Try to predict the situation so it is avoided
 Requisition extra stock
 Borrow stock
Slide 136
Dealing with staff absences:
 Close sections of the bar?
 Reduce service levels?
 Reduce range of products which can be served?
 Work overtime
Slide 137
‘Programmed decisions’ are prepared by management to
give guidance about what to do when certain situations
arise – for example:
Mishap/Situation Programmed Decision

You knock over Apologise
customer’s drink at bar Replace drink, free-of-charge
Slide 138
Mishap/Situation Programmed Decision
You spill tray of Apologise; Immediately obtain help
drinks over guests from other staff
at table Clean and dry affected areas – offer
cloths for guests to dry their own
clothes
Replenish and re-serve drinks
Contact supervisor who will make
decision on any further action or
reimbursement
Slide 139
When preparing and serving drinks:
 Greet the customer
 Be friendly
 Acknowledge the presence of any customer who may
have to wait to be served
 Apologise if customer has to wait
(Continued)
Slide 140
 Thank the customer for their order.
 Follow all legal requirements regarding service of
alcohol
 Adhere to house protocols when preparing and serving
drinks
 Serve drinks promptly and courteously
(Continued)
Slide 141
 Handle glassware carefully and hygienically
 Add garnishes and decorations as appropriate
 Take care to minimise spillages and wastage
 Clean up breakages carefully and safely
(Continued)
Slide 142
 Monitor patrons and seek assistance where customer
behaviour requires attention
 Follow house rules when responding to threats
 Never place yourself in danger
 Seek feedback from customers about drinks
(Continued)
Slide 143
 Check quality of beverages on an on-going basis
 Report problems with beverage quality as required
 Take corrective action to rectify beverage quality if
possible
 Respond sensibly to unexpected problems
Slide 144
Close down bar operations
Performance Criteria for this Element are:
 Turn off equipment in accordance with enterprise safety
procedures and manufacturer’s instructions
 Clear, clean and dismantle bar areas in accordance
with enterprise procedures
 Store garnishes and accompaniments
correctly
 Set up bar for next service
 Handover bar, where appropriate, to
incoming bar staff
Slide 145
Turn off equipment
At the end of shift or session you may need to turn off:
 Anything which was turned on
 Beer chillers
 Music systems
 Heating or air conditioning
 Lighting
(Continued)
Slide 146
Turn off equipment
 Coin-operated entertainment units
 Vending machines
 Advertising signs
 Glass chillers
 Coffee machine
Slide 147
Turn off equipment
Some items may need to be turned on:
 Answering machine
 Washing machine
 Security alarms
Slide 148
Turn off equipment
Security checks should be made of:
 Toilets
 Store rooms
 Behind curtains
 Behind alcoves
 Any area open to the public
Slide 149
Clear, clean and dismantle bar area
At end of trade there may be a need to:
 Clear items – move items from one place to another
 Clean items – removing physical dirt and debris
 Dismantle items – for cleaning
Slide 150
‘Closing procedures’ may include:
 Disconnecting draught beer
 Washing drip trays
 Cleaning dirty glasses
 Checking stock levels
(Continued)
Slide 151
 Collecting dirty bar cloths and linen
 Throwing out used and dirty coasters
 Washing ashtrays
 Checking all equipment is in working order
(Continued)
Slide 152
 Soaking pourers
 Covering and storing garnishes – or discarding them.
 Cleaning and stacking service trays
 Emptying ice buckets and bins
(Continued)
Slide 153
 Cleaning espresso machine
 Removing rubbish
 Emptying bottle bins
 Cleaning – counters, preparation and service surfaces
(Continued)
Slide 154
 Sweeping and mopping
 Reconciling takings
 Checking general cleanliness and appearance for next
shift
Slide 155
When undertaking closing procedures:
 Follow manufacturer’s instructions for cleaning and
shut-down
 Follow workplace cleaning schedules
 Check all equipment
 Report problems
Slide 156
Store garnishes and accompaniments
Storage of garnishes at end of shift:
 Varies greatly between bars
 Check to identify workplace protocols
 Some bars save and store all unused garnishes
 Some bars discard all unused garnishes
Slide 157
If bar stores unused garnishes they will normally also save
and store:
 Open bottles of drink
 Fresh fruit juice
 Sour mix
 Sugar syrup
Slide 158
Storage options:
 Seal and refrigerate soft drink bottles
 Cover jugs and refrigerate
 Cover garnishes and refrigerate
 Replace cherries into original jar
Slide 159
Storage of decorations – options are:
 Cover and leave where they are
 Cover and return to storage cupboard or shelf
Slide 160
Set up bar for next service
Activities in setting up bar for next session:
 Washing and putting away glasses
 Stack and lay out fresh linen
 Store stock, as required
 Complete ‘Communication Book’ if necessary
 Complete ‘Maintenance Request’ if
necessary
 Cleaning and allied tasks
Slide 161
Set up bar for next service
Standard set ups for next session may vary on certain
occasions:
 Before a public holiday
 When a special promotion starts
 To accommodate known staff absences
 If a large booking is expected
 Before a special day, event or celebration
 If new equipment is expected
Slide 162
Handover bar to incoming bar staff
A ‘handover’ is:
 Where bar stays open
 When new staff come on duty
 When existing staff go home
Slide 163
When doing a handover:
 Ensure bar is clean
 Make sure there is enough change
 Pass on customer-related information
 Communicate operational issues
 Inform incoming shift about orders
yet to be filled
(Continued)
Slide 164
 Communicate customer preferences to incoming staff
 Stock the bar as well as possible
 Never just walk out
Slide 165
When closing down bar operations:
 Turn off nominated equipment
 Turn off nominated equipment
 Conduct internal security checks
 Activate alarms as required
(Continued)
Slide 166
 Clean and dismantle equipment as required
 Implement all established closing procedures
 Store garnishes and left-over bottles as required
 Protect and store other stock and decorations
(Continued)
Slide 167
 Set up bar for next service
 Order stock if required
 Perform handover in accordance with bar protocols
Slide 168

MODULE 2 CILO 2 PPT Operate A Bar Facility Refined

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MODULE 2 CILO 2 PPT Operate A Bar Facility Refined

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OPERATE A BAR FACILITY

 Drawing beer through

 Turning on espresso machine

 ‘Use by’ and ‘Best Before’ dates are OK

 Back-up supplies are available

 Ingredients available to prepare others if required

 All service equipment is clean

 All required cleaning materials and

 Operating at correct temperature

 In correct required location

 Items are clean, washed and presentable

 Sufficient quantities available

 Special displays – for themes, events, parties

 Spirit measures – egg cup measures and or

 Knives and chopping boards:

 Ice containers – tubs and buckets:

 Clean; sufficient; in place

 Coasters – placed under drinks:

 Bar mats – ‘runners’ on bars:

 Clean and attractive

 Beer temperature is correct

 Taps are operating properly

 Drip trays in position – with de-naturing agent

Martini glass – approx. 90 ml:

Old Fashioned glass – 200 ml:

Champagne flute – 160 ml – 200 ml:

Test tube – 60 ml:

Shot glass – 45 ml – 60 ml:

 Operating at correct temperature

 Remote pull systems: store at 5°C – 10°C

 Direct pull systems: -1°C to +1°C

 Spirits and liqueurs:

 Fortified wines – at room temperature:

 Can, bottle or glass

 These must be served where available

 Apologise if call brand is not available

 Smaller glasses – for white

 Fill from bottle

 Lemon slice should be served with

 Add spirit and add mixer

 Add garnish and serve

Highball Soft drink Old Fashioned Neat spirits

Liqueur glass Liqueurs Old Fashioned Spirit or liqueur

Glass Drink Glass Drink

Stemmed wine Still table wine Pot Beer

Champagne Champagne and other Port glass Fortified

 Same glass for same type of drink

 Frozen into ice blocks

 Without putting yourself in danger

Safety of people takes priority over security of property.

 Follow internal policies and procedures

Mishap/Situation Programmed Decision

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