Learning Module 4 - BARTENDING

CRT LEARNING MODULE
Course Code HE 05 & 06

Subject Title Bartending NC II
No. of Hours 160 hours
Module Title OPERATING THE BAR (OBA)
College for Research & Technology of Cabanatuan
HOW TO USE THIS DIGITIZED LEARNING MODULE
Date Developed: Document No. 001-2020

July 1, 2020
BARTENDING NC II Date Revised:
Issued by:
July 16, 2020
Page 54
Developed by:
CRT
John Paul G. Catahan
Welcome to the module in Introduction to Bartending. This module contains
training materials and activities for you to complete this module.
The Unit of Competency “Operating the Bar (OBA)” covers the knowledge,
skills and attitudes required as part of the competencies to complete so as to qualify in
the National Certification in Bartending NCII.
You are required to go through a series of learning activities in order to complete
each learning outcome of the module. Each of the learning outcomes is provided with
Modules. Follow these activities on your own and answer the self-check at the end of
each learning outcome. You may remove a blank answer sheet at the end of each
module (or get the answer sheets from the online facilitator) to write the answers for
each self-check. If you have questions, don’t hesitate to ask your facilitator for
assistance.
This module was prepared to help you achieve the required competency in
Bartending NC II. This will be the source of Information for you to acquire knowledge
and skill in this particular trade independently and at your own pace, with minimum
supervision of help from your instructor.
 Talk to your online facilitator and agree on how you will both organize the
Training of this unit. Read each through the module carefully. It is divided into
sections, which cover all the skills and knowledge you need to successfully
complete this module.
 Work through all the information and complete the activities in each section.
Read Modules and complete self-check. Suggested references are included to
supplement the materials provided in this module.
 Most probably your facilitator will be your supervisor or manager. Your online
facilitator will support and correct you.
 Your online facilitator will tell you about the important things you need to
consider when you are completing activities and it is important that you listen
and take notes.
 You will be given plenty of opportunity to ask questions and practice on the job.
Make sure you practice new skills during regular work shifts. This way you will
improve both your speed and memory and also your confidence.
 Talk to more experienced workmates and ask for their guidance.
 Kindly the self-check questions at the LMS (EDMODO) to test your own progress.
 When you are ready, ask your online facilitator to watch you online via Zoom or
Google Meet to perform the activities outlined in this module.

July 1, 2020
Issued by:
July 16, 2020
Page 55
Developed by:
CRT
 Ask your online facilitator work through the activities: ask for written feedback
on your progress. Your online facilitator keeps feedback/pre-assessment reports
for this reason. When you have successfully completed each element, ask the
facilitator to mark on the reports that you are ready for assessment.
 When you have completed this module, and feel confident that you have
sufficient practice, your online facilitator will arrange an appointment with
registered assessor’s to assess you. The results of your assessment will be
recorded in your competency Achievement Record.
Bartending NC II

July 1, 2020
Issued by:
July 16, 2020
Page 56
Developed by:
CRT
Contents of this Learning Module
No. Module Title Topic Code
4 OPERATING THE Different types of Bar Module 4 – T-1

BAR (OBA) ,Bar service and Parts of
a bar
Different types of Mixing Module 4 – T-2

Method
Different types of Module 4 – T-3

Glasses and
proper segregation of
glasses
Different classification of Module 4 – T-4

alcoholic and non-
alcoholic beverages
Order taking procedures Module 4 – T-5

and policies and Factors
that affect intoxication
Garnish, condiments, Module 4 – T-6
accessories and ice
supplies and Suggestive
selling technique
Serving the Guests, How Module 4 – T-7
to Handle Guest
Complaints and Closing
the Bar
MODULE CONTENT
MODULE TITLE : OPERATING THE BAR (OBA)

July 1, 2020
Issued by:
July 16, 2020
Page 57
Developed by:
CRT
MODULE DESCRIPTOR:
This module covers the knowledge, skills, and attitudes in the operating the bar,
mixing method in bar, classification of beverages, order taking, and serving the guest.
Number of Hours:
18 hours
LEARNING OUTCOMES:
A. Identify basic parts of the bar in accordance with service operation
requirements;
B. Check products and brand preferences with the customer courteously;
C. Prepare and serve alcoholic and nonalcoholic beverages according to customer’s
preferences and;
D. Identify indicators of an intoxicated person.
COURSE OUTCOMES:
At the end of this module you MUST be able to:
1. Know the course bartending;
2. Clean bar, equipment, tools, and maintain public areas;
3. Prepare bar for service;
4. Identify and deals customer affected with alcohol;
5. Maintain proper bar operation control procedures;

6. Prepare and mix a range of cocktails and mix a variety of non-alcoholic concoctions;
7. Explain different types of wines to customer;
8. Prepare wine glasses and accessories for service and;
9. Use, clean and maintain bar tools, equipment and machineries for mixing
cocktails and non - alcoholic concoctions;
10. Perform the institutional assessment for Bartending NC II;
11. Passed the qualification for National Certificate Qualification II for Bartending.
LEARNING OUTCOME # 1: Cleaning Bar Areas (CBA)
Contents:

July 1, 2020
Issued by:
July 16, 2020
Page 58
Developed by:
CRT
1. Types of Bar,Bar service and Parts of a bar
2. Mixing Method
3. Types of Glasses
4. Classification of alcoholic and non-alcoholic beverages
5. Order taking procedures and policies
6. Garnish, condiments, accessories and ice supplies
7. Suggestive selling technique
8. Factors that affect intoxication
9. Serving the guest
10. Handling guest complaints
11. Closing the bar
Conditions
The students/trainees must be provided with the following:
1. Cellphone/Laptop
2. G-MAIL account
3. Paper
4. Ballpen
Assessment Method:
1. Written/Online Examination
2. Demonstration
3. Observation
Learning Activities (Study Guide)

July 1, 2020
Issued by:
July 16, 2020
Page 59
Developed by:
CRT
1. Using EDMODO app on your phone or the website on your laptop, go to the
Bartending NC II class.
2. Click on the FOLDERS section (on menu bar)
3. Click the folder MODULE 4: Operating the Bar (OBA). The digitized Modules, Task
Sheets and Job Sheets are available in this folder.
4. All the Self-Checks are contained in the folder MY ACTIVITIES.
Learning Outcome #1
1. Types bar, Bar Service and Parts of the Bar)
Learning Activities Special Instructions
1. Read Module 4. Topic 1 (Different Contained in the Module 4: Operating the

types of Bar ,Bar service and Parts Bar (OBA) folder in EDMODO (Module 4.1)
of a bar) and Topic 2 (Different and (Module 4.2)
types of Mixing Method).
2. Answer self-check for M.4.1 The self - checks are available thru the
3. Answer self-check for M.4.2 folder SELF CHECKS. The activity is
timed (20 minutes). The results will be
immediately be available after clicking
SUBMIT and the system will run through
the items incorrectly answered (and show
the correct answer)
4. Read Module 4. Topic 3 (Different Contained in the Module 4: Operating the
types of Glasses and proper Bar (OBA)folder in EDMODO (Module 4.3)
segregation of glasses) and (Module 4.4)
Topic 4 and (Different classification
of alcoholic and non-alcoholic
beverages).
6. Answer self-check for M.4.4 folder SELF CHECKS. The activity is
the correct answer)
7. Read Module 4. Topic 5 (Order Contained in the Module 4: Operating the

taking procedures and policies Bar (OBA) folder in EDMODO (Module 4 –
and Factors that affect T-5), (Module 4 – T-6) , and (Module 4 –
intoxication), Topic (Garnish, T-7)
condiments, accessories and ice
supplies and Suggestive selling
July 1, 2020
Issued by:
July 16, 2020
Page 60
Developed by:
CRT
technique) and (Serving the
Guests, How to Handle Guest
Complaints and Closing the Bar).
folder SELF CHECKS. The activity is
the correct answer)
MODULE 4
July 1, 2020
Issued by:
July 16, 2020
Page 61
Developed by:
CRT
OPERATING THE BAR (OBA)
M.4 – T.1
Topic 1: DIFFERENT TYPES OF BAR ,BAR SERVICE AND PARTS OF A BAR
Learning Objective: After reading this MODULE, you should be able to:
1. Identify the Types of Bar ,Bar Service and Parts of a Bar ;
2. Familiarize the Types of Bar ,Bar Service and Parts of a Bar and;
3. Value the use of each Types of Bar ,Bar Service and Parts of a Bar.
THREE MAJOR TYPES OF THE BAR
Permanent Bar – also called stand – up bar which forms an integral part of the
interior design and decoration of the outlet. It has three basic parts of the bar and
serves directly to the customer at the bar and licensed filled drinks order brought by the
server.
Service Bar – refers to bar that pours for the table service only usually in connection
with food service. It does not serve the customer directly but deals only with filling
drinks order brought by servers. Sometimes it is part of the dining room but more often
it is out of sight.
Mobile Bar – refers to a bar that is movable and can transfer from one place to
another. It is usually provided for parties and special functions such as banquet and
catering.
BAR SERVICE
- it is a fixed or portable table, counter, cart or similar work station primarily used to
prepare, mix, serve, and sell alcohol that is picked up by employees or customers.
Customers may not be seated or allowed to consume food or alcohol at service bar.
-it is an area where alcoholic and non alcoholic beberages are stored and prepared for
table service delivery to patrons for on-premises consumption.
- a bar service shall be located in an area where the general public, guest, or patrons
are prohibited.
THREE PARTS OF THE BAR

July 1, 2020
Issued by:
July 16, 2020
Page 62
Developed by:
CRT
The Front Bar – the counter area of the bar where customers order their drinks.
The Back Bar – the area where bottles of liquors and rows of sparkling glassware are
displayed. It is a good place also to display call brands as form of merchandising and
for some display equipment.
The Under bar – the heart of

the entire bar operations and deserves the
most careful attention because in its space
are the equipment and supplies for the
products to be sold.
MODULE 4

July 1, 2020
Issued by:
July 16, 2020
Page 63
Developed by:
CRT
M.4 – T.2
Topic 2: DIFFERENT TYPES OF MIXING METHOD
1. Familiarize the different types of mixing method and;

2. Demonstrate the different types of mixing method.
Shaking
When a drink contains eggs, fruit juices or

cream, it is necessary to shake the ingredients.
Shaking is the method by which you use a cocktail
shaker to mix ingredients together and chill them
simultaneously. The object is to almost freeze the
drink whilst breaking down and combining the
ingredients.
Straining
Most cocktail shakers are sold with a build-in

strainer or hawthorn strainer. When a drink calls for
straining, ensure you've used ice cubes, as crushed ice
tends to clog the strainer of a standard shaker. If
indeed a drink is required shaken with crushed ice (ie.
Shirley Temple), it is to be served unstrained.
Stirring- You
can stir cocktails
effectively with a
metal or glass
rod in a mixing glass. If ice is to be used, use ice
cubes to prevent dilution, and strain the contents
into a glass when the surface of the mixing glass
begins to collect condensation.
Muddling

July 1, 2020
Issued by:
July 16, 2020
Page 64
Developed by:
CRT
To extract the most flavor from certain fresh ingredients such as fruit or mint
garnishes, you should crush the ingredient with the muddler on the back end of your
bar spoon, or with a pestle.
Blending
An electric blender is needed for recipes containing

fruit or other ingredients which do not break down by
shaking. Blending is an appropriate way of combining
these ingredients with others, creating a smooth ready to
serve mixture. Some recipes will call for ice to be placed in
the blender, in which case you would use a suitable
amount of crushed ice.
Building
When building a cocktail, the

ingredients are poured into the glass in
which the cocktail will be served. Usually, the
ingredients are floated on top of each other,
but occasionally, a
swizzle stick is put in
the glass, allowing the
ingredients to be mixed.
Layering
To layer or float an ingredient (ie. cream, liqueurs) on top

of another, use the rounded or back part of a spoon and rest it
against the inside of a glass. Slowly pour down the spoon and into
the glass. The ingredient should run down the inside of the glass
and remain seperated from the ingredient below it. Learning the
approximate weight of certain liqueurs and such will allow you to
complete this technique more successfully, as lighter ingredients
can then be layered on top of heavier ones.
Flaming

July 1, 2020
Issued by:
July 16, 2020
Page 65
Developed by:
CRT
Flaming is the method by which a cocktail or liquor is set alight, normally to
enhance the flavor of a drink. It should only be attempted with caution, and for the
above reason only, not to simply look cool.
MODULE 4

July 1, 2020
Issued by:
July 16, 2020
Page 66
Developed by:
CRT
M.4 – T.3
Topic 3: DIFFERENT TYPES OF GLASSES AND PROPER SEGREGATION OF
GLASSES
1. Know the types of glasses and proper segregation of glasses and;
2. Familiarize the types of glasses used in beverages.
TYPES OF GLASSES
Beer Mug
This is the typical beer container.

It has thick walls and a large handle.
Size: 10 oz to 22 oz
Brandy Snifter
This glass is used for brandy or cognac.

They have a short stem so you can place
your middle and ring finger. This allows
your hand to warm the brandy or
cognac while holding it.
Size: 5 oz to 25 oz
Champagne Flute
These are tall glasses. The flute shape
helps preserve the carbonation of the
champagne and it also shows off the
bubbles of the champagne.
Chill the glass before use.
Size: 6 oz to 10 oz
Collins Glass
This is a tall and skinny glass.

July 1, 2020
Issued by:
July 16, 2020
Page 67
Developed by:
CRT
This glass was named after the
popular drink Tom Collins. It is used
for soft drinks, juices and many
mixed drinks.
Cordial Glass
It is a very small stemmed glass

used to serve small amounts of liquor.
Size: 1 oz to 4 oz
Highball Glass
This is the most common glass

at bars. It is used to make many
mixed drinks.
Size: 8 oz to 12 oz
Hurricane Glass
This glass is shaped like a

hurricane lamp. It is used for many
tropical and exotic mixed drinks.
It is also used for some blended
drinks like a Piña Colada and a Chi-Chi.
Size: 15 oz to 23 1/2 oz
Irish Coffee Mug

July 1, 2020
Issued by:
July 16, 2020
Page 68
Developed by:
CRT
This glass has a short stem
and a handle. It is used for
many hot drinks.
Size: 8 oz to 10 oz
Margarita Glass
This glass is primarily used for

Margaritas and Daiquiris.
This glass is also known
as a "Coupette Glass."
Size: 7 oz to 12 oz
Martini Glass
This is the classic V-shaped

stemmed glass for drinks
without ice (chilled drinks).
This glass is also known as a
"Cocktail Glass."
Size: 6 oz to 12 oz
Old Fashioned Glass
This glass is used for drinks

"on the rocks" or with a "splash."
This glass is also known as a
"Rocks Glass."
Size: 5 oz to 6 oz
Pilsner Glass
This is a tall flute shaped

July 1, 2020
Issued by:
July 16, 2020
Page 69
Developed by:
CRT
glass with no stem.
This glass is also used for beer.
Pitcher
This is a large container with a
spout to pour into several glasses.
Many bars used them to serve beer.
Shot Glass
This is a small and thick glass.

It is used for many shots
and as a measuring tool.
Size: 1 oz to 4 oz
Wine Glass
This glass is usually used in wine. There are two kinds of wine glasses (Red Wine Glass
and White Wine Glass). Red wine glass is a bit taller and a larger bowl than White wine
glass.
Size: 8 oz to 10 oz
MODULE 4

July 1, 2020
Issued by:
July 16, 2020
Page 70
Developed by:
CRT
M.4 – T.4
Topic 4: DIFFERENT CLASSIFICATION OF ALCOHOLIC AND NON-ALCOHOLIC
BEVERAGES
1. Familiarize the classification of alcoholic and non alcoholic beverages and;
2. Appreciate the classification of alcoholic and non alcoholic beverages.
CLASSIFICATION OF BEVERAGES
Non-Alcoholic beverages is a beverage that is no alcohol content. This drink are

generally for refreshment or quench people’s thirst. Example of it are:
- Coffee
- Hot Chocolate
- Juices
- Milk
- Shakes/Smoothie
Alcoholic Beverage is a beverage that contains alcohol.
Three Classification of Alcoholic Beverages
1. BEER
- is an alcoholic beverage produced by the sacchrification of
starch and fermentation of resulting sugar. Sometimes it is
made by melted barley, melted
wheat or cereal grains
2. Wine
- is an alcoholic beverage made from fermented grapes or
other fruits. Yeast consumes the sugar in the grapes and
converts it to ethanol, carbon dioxide, and heat.
Five Characteristics of Wine

July 1, 2020
Issued by:
July 16, 2020
Page 71
Developed by:
CRT
a. Sweetness – to taste sweet, focus your attention on the taste buds on the tip of
your tounge.
b. Acidity – it is common for wine grown in cooler vintages to have higher acidity.
c. Tannin – is the presence of phenolic compound that adds bitterness to a wine.

Phenolic – found in the seeds and skin of grapes.
d. Fruit – tasting fruits in the wines defines the flavor of it.
e. Body – is the result of many factors – from wine variety, where it is from, vintage,
alcohol level, and how it is made.
3. Spirits/Liquor
- is an alcoholic beverages that is made from a grain or
fruits/vegetables-derived sugar that’s fermented and distilled,
yielding a lower water content.
Types of Spirits/Liquor
a. Whisky is a type of distilled alcoholic beverages made
from fermented grain mash.
b. Brandy is a spirit produce by distilling the wine.
c. Rum is a distilled alcoholic beverage made from sugarcane, by product such as

mollasses, or directly from sugarcane juice by a process of fermentation and distillation.
d. Vodka is a distilled beverage composed primarily water and ethanol, sometimes with
flavorings.
e. Gin is a spirit which derives its predominant flavor from juniper berries.
f. Tequila is a regional specific name for distilled beverage made from the blue agave
plant.
LIQUER is an alcoholic beverage made from the distilled spirits that has been flavored
with cream, herbs, spices flavors or nuts and typically quiet sweet.
BITTERS are a liquid ingredients with bitter flavour that are primarily used in cocktails
and alcoholic drinks.

July 1, 2020
Issued by:
July 16, 2020
Page 72
Developed by:
CRT
MODULE 4

M.4 – T.5
Topic 5: ORDER TAKING PROCEDURES AND POLICIES AND FACTORS THAT
AFFECT INTOXICATION
1. Determine the order taking procedure and policies and;
2. Perform the order taking procedure and policies;
3. Identify the factors affecting intoxication and;
4. Determine the signs of intoxication.
ORDER TAKING
Order taking is a process of recording orders accurately, securing the recorded data
and delivering the same.
The ten (10) basic steps of taking beverage order by the guests.
1. Approach guests to take order
2. Right side/ presenting the menu
3. Suggestive-selling
4. Waiting for the guest to take order
5. Taking order to women before men guest.
6. Asking the order.
7. Listing all down the orders by the guests
8. Verification of orders
9. Recognize by the other waiters/ waitress
10. Say “Thank You”
ORDER TAKING POLICIES
1. Preparation for taking Beverage Orders:

 Make sure you are well groomed and tidy.
 Make sure you know the items on the beverage list and knowledge about any
happy hours.
 If guests are celebrating a special occasion such as a birthday, anniversary or
other celebration, they may want to have wine or champagne with their meals.
 Know which drink goes in which glasses - Learn about Type of Glasses used in
Bar.

July 1, 2020
Issued by:
July 16, 2020
Page 73
Developed by:
CRT
 Prepare your order pad or Handheld device which can capture following details.
-Date.
-Your name.
-Table number.
-The number of guests.
-Make sure your pen is working.
2. Approach the table:

 Approach the table to take the beverage order within three minutes of the guest
being seated.
 Stand on the right-hand side of the guest where possible or at the end of the
table.
 Greet the guest, remember to use the guest name where known.
 Present the beverage list, from the right side hand, make sure it’s clean and tidy.
 Smile genuinely.
 Establish good eye contact.
 Maintain good posture.
 Give the guest enough time to look at the beverage list or to decide.
3. Make suggestions/ recommendations:

 Know which wines will go well with certain foods.
 Suggest specialities, signature beverages, or premium brands, water, snacks to
go with the drinks when appropriate.
 A minimum of one recommendation is to be made per order (new table).
 Find out the guests preference for service, for example, "on the rocks", "with
soda", "with tonic water" or "straight up" etc.
 “May I get you one of our signature Gin or how about a glass of Chardonnay?”.
 Suggest the most popular call brands when a guest does not specify the brand.
 Suggest a specialty drink if a guest is not sure what to order.
4. Take the order:

 Excuse me Mr Bond what may I bring you to drink?”
 Always speak clearly at all times.
 Always take orders from women first, then men.
 Write order on the guest check or order taking pad or handheld device according
to how the guests are seated.
 Follow a clockwise direction.
 Assign a number to each chair at a table, the chair number one on each table is
typically the one closest to the door or some other landmark in your restaurant.
 Write the order for the guest in chair number one on the first line of the order
pad.
 Always use standard beverage abbreviation.
 Listen carefully to each guest orders and repeat the order and details.
July 1, 2020
Issued by:
July 16, 2020
Page 74
Developed by:
CRT
 Do not interrupt the guest.
5. Repeat the order:
 Speak slowly
 Speak clearly and politely repeating the order back to the guest.
6. Leaving the table:

 Always say thank you and Smile genuinely.
 Maintain good eye contact.
 Take beverage list(s) or menu with you.
7. How to Deny alcohol service to intoxicated guests?

 Tactfully tell guests that you care about their safety and can't serve them
alcohol.
 Do not make accusations, judge the guests or argue.
 Suggest nonalcoholic drinks and food instead.
 Tell your manager whenever you deny someone alcohol service.
TAKING ORDERS PROCEDURE
“Excuse me Madam/ Sir, may I take your order?”.

 Verify the legal drinking age of guests who order alcoholic beverages. [ If
required by local jurisdiction]
 Place a Beverage napkin in front of every guest as you ask for his or her order.
This will help you to keep track of who has ordered.
 Leaving a beverage napkin at the table will let other servers know that you have
checked with the guests.
 If the beverage napkins have a logo, then place each napkin so the logo faces
the guest.
 When the guest is ready to order, listen carefully and write down all the details.
Face guest when taking the order and maintain eye contact
 Repeat the order, to make sure you get the order correct, by saying:
 “Madam/Sir, your order is (list name(s) of beverage item)”.
 Enter the order in the Pos terminal (or remote device). Where available, and the
order will thus be printed in the dispense bar.
 Where no ‘no-line’ system is available, pass one copy of the Captain Order to the
kitchen and one to the cashier.
 Consult the order to check which types of food the guest has ordered.

July 1, 2020
Issued by:
July 16, 2020
Page 75
Developed by:
CRT
FACTOR THAT AFFECT INTOXICATION
Being a bartender, you need to know the signs of intoxication because it’s your
legal responsibility to do so.
Gender – Females tend to have a slightly higher BAC than men after drinking the same
amount because they have less body fluid to dilute the alcohol.
Size – Smaller people are affected more than larger people for the same reason.
Fitness level – It may take longer for a fit person with more muscle tissue and less fat
to be affected by alcohol, as lean muscle tissue contains around 65% more water than
body fat.
Health – Being tired, ill or stressed may affect a person’s reaction to alcohol. The
central nervous system is under stress when a person is tired or ill. Alcohol is a
depressant and places more stress on the body’s systems, which may result in the
person being more quickly affected by alcohol.
Age – As a person ages their total body water tends to decrease, so that a given
amount of alcohol will produce a higher BAC.
Even if you live in a country where you, as the bartender, have no legal
obligation for the care and safety of your guests, you have a moral responsibility to
learn these 15 signs of intoxication and to know whether it’s safe to serve your guest
another drink or if they should be politely and professionally cut off from drinking.
Signs of Visible Intoxication:

1. Slurred speech
2. Swaying, staggering or stumbling
3. Drinking too fast
4. Over-generous with money
5. Crude or inappropriate behaviour towards others
6. Extreme or sudden change in behavior
7. Overly loud, boisterous, animated or entertaining
8. Nodding off at the table or bar
9. Rambling train of thought
10. Slow response to questions
11. Spilling drinks or can’t find their mouth with the glass
12. Bravado or boasting
13. Overly friendly to staff or other guests
14. Mussed hair or disheveled clothing
15. Crying, moody, overly depressed or sullen
How to Handle Intoxicated Guests

July 1, 2020
Issued by:
July 16, 2020
Page 76
Developed by:
CRT
Let’s face it - it’s sometimes a challenge to deal with a drunk friend or family member;
though, it’s sometimes necessary when someone insists they are ok to drive, a fight
breaks out, or a group of people are doing something unsafe at your party. Do your
best to deal with each situation without putting yourself at risk.
• Stay calm.
• Don’t argue with the intoxicated guest.
• Don’t embarrass the guest, especially in front of other people.
• Invite the problem guest to an area away from other guests, where you can talk.
• Deal with the situation in a calm, friendly way. Speak to the person directly, and
firmly explain that what they are doing is unacceptable at your party.
• Listen and empathize with your guest. Acknowledge your guests anger or
frustration, but also remind them that it is your house, and you are responsible for their
safety and don’t want to see them get hurt.
• Point out that if they were sober they would agree that what they are doing is a
bad idea.
• If you cannot calm the guest down or convince them to stop what they are
doing, ask a friend of theirs to try.
• If you decide to ask this person to leave, remember that you are still responsible
for their safety (call a cab, get someone to drive them home, or if the situation gets out
of control – call the police).
How to stop an impaired person from driving:

• If the person will give you their car keys, take them and store them away.
• To get their keys, try:
o to be calm, joke about it
o Ask a good friend of theirs to get the keys from them
o Find the keys while they are distracted and hide them - they’ll probably think
they’ve lost them and will be forced to get a ride with someone else or spend the night
• Speak to him/her privately and suggest someone else should drive (they will be
less likely to be defensive when there is no audience).
• Politely, but firmly, tell them they cannot drive because you care about them.
• If someone has had a few drinks and insists they are not drunk, rationalize that
they are buzzed and shouldn’t be driving (You don’t have to be completely blitzed to
have impaired judgement and driving skills).
• Tell the guest that even the first drink starts to impair your reasoning, judgement
and memory. “You could hurt or kill someone else if you drive.”
• Make it clear you are doing them a favour – this will be appreciated in the
morning.
• Encourage the person to spend the night.
• Call them a cab; you may want to pay the fare in advance.
• Drive them home in their vehicle and call yourself a cab to get back home.
• Stick to your guns, don’t allow anyone to drive after drinking.
• If an impaired person drives call 9-1-1.

July 1, 2020
Issued by:
July 16, 2020
Page 77
Developed by:
CRT
MODULE 4

M.4 – T-6
Topic 6: GARNISH, CONDIMENTS, ACCESSORIES AND ICE SUPPLIES AND
SUGGESTIVE SELLING TECHNIQUE
1. Know the different garnishes, condiments and accessories used in a bar ;
2. Demonstrate the proper garnishing in a bar;
3. Identify the technique in suggestive selling;
4. Know the importance of suggestive selling and;
5. Perform suggestive selling in a customer.
A garnish is an item or substance used as a decoration or embellishment

accompanying a prepared food dish or drink. In many cases, it may give added or
contrasting flavor.
Sample of Garnish & Condiments

• Cherries
• Strawberries
• Lemon
• Lime
• Cocktail onion
• Cocktail olives
• Orange
• Pineapple
• Celery stalk
• Salt
• Pepper
Here are list of a few disposables that need to be refilled every day:
• Toothpicks
• Parasols
• Stirrers
• Straws
• Napkins/Tissues
SUGGESTIVE SELLING
- is a sales technique that encourages staff to prompt customers to include additional
items to their purchase.
July 1, 2020
Issued by:
July 16, 2020
Page 78
Developed by:
CRT
SUGGESTIVE SELLING TECHNIQUE
1. Welcome Customers With a Hook & Focus on New Products
When you enter the store, you are allowed to decompress. More importantly, no
one sprays you down with unwanted fragrances.
The associate approaches you with a simple, genuine welcome and invites you to
start your store experience with the newest product launch.
You don’t need to answer an empty question like “What can I help you find
today?” (which is just a dressed up closed-ended question) especially when you don’t
have anything specific in mind.
Plus, now you know that something new just launched.
2. Connect Customers with Personalized Statements

The sales associate tells you that she will check on you, and she does. Even
though there are several other customers in the store, she checks in with you as she
has with each of them.
To you, she says, “I love that scarf; it reminds me of a new necklace we just got
in!” Now, you’re intrigued by products in the store that work with accessories you
already own.
3. Give Customers Product Knowledge Statements

You’ve been staring at a wall of lotions like you’re trying to decode an alien
language. The sales associate approaches you again, this time saying: “That item you’re
looking at is one of our best-sellers, and a personal favorite of mine.”
Perfect! The sales associate answered a question you had, and now you know
that she will be the perfect person to ask about a gift you are trying to put together.
4. Suggest Complementary Items & Share the Best Features

The sales associate, who is now your guru, suggests multiple complementary
items instead of asking “Is there anything else I can get you?”
She continues to engage you, saying, “We have a pair of earrings that would be
perfect with that necklace; let me show you.” Or, “If you purchase this product, you’ll
qualify for a bonus gift—perfect to have on hand for your next occasion!”

July 1, 2020
Issued by:
July 16, 2020
Page 79
Developed by:
CRT
Instead of saying “No thanks, I’m just browsing” yet again, you ask questions
and take her up on her suggestions. After all, they were exactly what you needed!
You’re grateful for her help, and pleased to have the “inside track” to new
products and promotions.
5. Tell Customers about Exclusive Events, Promotions & News

At checkout, the cashier thanks you for your purchase, but he doesn’t stop there.
He invites you to a special event the store will host this weekend.
You aren’t really their target audience for this event, but you know that your
daughter and all of her friends would love to attend.
Instead of repeating empty words that you’ve heard hundreds of times, this
store experience stands out from the crowd—new products, new services, new
promotions, exclusive sneak-peeks—all of which were presented to you through easy
conversations.
You walk away from this easy, hassle-free store experience knowing that you’ll
be back soon!
And that is the power of suggestive selling.

July 1, 2020
Issued by:
July 16, 2020
Page 80
Developed by:
CRT
MODULE 4

M.4 – T-7
Topic 7: SERVING THE GUESTS, HOW TO HANDLE GUEST COMPLAINTS AND
CLOSING BAR
1. Know the different garnishes, condiments and accessories used in a bar ;
2. Demonstrate the proper garnishing in a bar;
3. Identify the technique in suggestive selling;
4. Know the importance of suggestive selling and;
5. Perform suggestive selling in a customer.
7 TIPS FOR SERVING THE GUESTS
STEP 1
GREET ALL GUESTS WITHIN TWO MINUTES
 You should make every attempt to greet the guest within upon arrival. Welcome
each guest as they walk into the venue. If you are busy, you must at least acknowledge
the guest by offering:
 “Good Morning/Afternoon/Evening, I’ll be right with you.”
 “Good Morning/Afternoon/Evening, I will be with you in a moment.”
 Flag the bar with a beverage napkin. It gives the sign to all employees that the
bar patrons have been greeted.
GREETING GUESTS AT THE BAR

 When approaching ladies:
“Good Morning/Afternoon/Evening LADIES, How are you today? My name is
__________ and I will be mixing your cocktails today (with a SMILE).”
 When approaching men:
“Good Morning/Afternoon/Evening GENTLEMEN, How are you today (with a SMILE)?
 When approaching a table of mixed gender:
“Good Morning/Afternoon/Evening, How are you today? My name is __________ and I
will be mixing your cocktails today.
 Miscellaneous Greetings:
“Thank you for waiting, how are you this morning/afternoon/evening?”

July 1, 2020
Issued by:
July 16, 2020
Page 81
Developed by:
CRT
“Hi, How are you doing today? I’m ________ and I‘ll be mixing you’re cocktails today”
STEP 2
MENU PRESENTATION AND GUIDE
 Physically present the menu to the guests. Show the guests each page with the
descriptions.
 Bottle Service, Specialty Cocktails, Wine List and Wine by the Glass.
 Describe Happy Hour time and items. Even if it is not Happy Hour, the guest may
want to come back another day.
 Tell each guest what your favorite specialty cocktail and your favorite wine by
the glass. Tell your guests that it would be your pleasure to make a specialty cocktail
recommendation or wine recommendation
STEP 3
TAKE DRINK ORDER AND DELIVER DRINKS WITHIN 3 MINUTES
 ALL drinks must be delivered on a tray.
 Inform the guest of any DJ or event promotion we have for the evening.
 BE AWARE, if you know you are out of any special ingredients needed to make
certain cocktails, inform the guests during your greeting. If you find that you are out of
any ingredients that a guest orders, improvise by suggesting a similar cocktail, then
notify a manager immediately. Bar tenders are responsible for ensuring all orders are
presented in a timely manner.
 Conduct bar patron maintenance- Beverage Refills/Empty Ashtrays/Pre-
Bussing/Cleaning Spills Immediately
STEP 4
QUALITY CHECK WITHIN 2 MINUTES
 Ask specifically how the cocktail or wine tastes.
 “How is your _______________?”
 Offer to make additional rounds if their drink levels are below 50%.
 Offer to get drinks for any people who join existing guests at the bar.
STEP 5
PRESENT CHECK AFTER BAR TOP HAS BEEN CLEARED
 Pre-bus the bar positions. Ask the guest:
 “Is there anything else I can get for you?”
 You do not want to ruin the experience by making the guest feel rushed to pay
or by making them wait for the check.
July 1, 2020
Issued by:
July 16, 2020
Page 82
Developed by:
CRT
 Presenting the check: Place the check in a check presenter; let the guest know
that you are the cashier whenever they are ready.
STEP 6
RETURN WITH CHANGE OR VOUCHER WITHIN 2 MINUTES
 A guest should never have to wait once they have presented their payment. The
receipt and any change due should be returned to the guest within 2 minutes. Use their
name when returning credit cards and comps.
STEP 7
THANK GUEST AND GIVE A WARM FAREWELL WITH AN INVITATION TO
RETURN
 Give the guest a warm SMILE and sincere Thank you. Invite them back.
Remember to say good-bye to all guests using their names whenever possible.
HOW TO HANDLE GUEST COMPLAINTS?
COMPLAINT
a statement that a situation is unsatisfactory or unacceptable.
As a bartender we should always care about our guests complaints in order to avoid
complaints we should strictly follow this guidelines.
• Hear
• Empathize
• Analyze
• Respect
• Taking Action
HOW DO WE MEASURE GUESTS SATISFACTION?
• If the guests smile

• Give a tip
• No complaint
• Good feedback

July 1, 2020
Issued by:
July 16, 2020
Page 83
Developed by:
CRT
BAR CLOSING
A bar closing checklist is one of the best
ways to make sure your bar, nightclub, or pub is
clean, organized, and ready for the next day.
These checklists include all of the bartender
closing duties that your staff needs to complete
before leaving for the night, such as locking up,
cleaning, restocking, storing, and organizing. You can also personalize your list by
adding information such as where to find keys, how to store equipment, which tasks
are assigned to which employees should complete.
We created a comprehensive bar closing checklist that you can use or modify. To
download this checklist, download the PDF below:
Six Steps for Closing a Bar

There are six general steps your bar employees need to complete to close your
bar at the end of the day. These steps can be carried out in different orders, depending
on your flow, but we'd suggest leaving cleaning and mopping the floors for the end to
prevent your employees from making any potential additional messes while closing.
1. Empty Out and Lock Up
For the first step of your bar closing checklist, check your restaurant for any
remaining customers. Locking up should be the first step because you want to make
sure everyone is out before you start cleaning and counting the money.
Ensuring every one of your customers is out of the bar at the end of the night is
critical not only from a courtesy standpoint, but also in terms of safety. Your staff
should complete a clean sweep of your whole bar from head to toe to find any patrons
that may have stuck around after last call, ignored your bouncers, or even hid to wait
for your staff to leave. Here's a list of places that you should go over when closing your
operation:
• Dining areas
• Restrooms
• Kitchens
• Accessible closets
• Patio or outdoor dining area
After your staff has checked the area for any remaining customers, have them
lock the doors as they begin the next phase of closing for the night. While you're
clearing out your bar, you'll also want to turn off any televisions, radios, or LED signs.
Additionally, you can turn off some of the lights to help save on your utility bills.

July 1, 2020
Issued by:
July 16, 2020
Page 84
Developed by:
CRT
2. Count the Money
Once you've locked up, you can begin counting the money and cleaning up for
the night. Along with counting the money, you'll also need to distribute the night's tips.
You should have an established tipping system in place, such as working on an
individual basis, daily pools, or other ideas that distribute the money fairly.
Here is a short list of things you need to do to secure your profits at the end of
the night:
Distributing tip pool. Because many servers and bartenders make their living off
tips, this is one of the most important aspects of closing your bar, as it directly impacts
the morale, satisfaction, and loyalty of your staff.
Balancing cash registers. Make sure that the amount in the cash registers
matches your orders for the night.
Securing money in safes. Keeping your money in a safe is one of the most
secure options. You should also change your safe combination regularly to help prevent
theft.
As the money is divide up at the end of the night, keep in mind that your
bartender or service staff may not be the best candidates for balancing your cash
registers or handling the night's profits. This is because it's exceptionally easy for
bartenders, servers, and other staff to take a little bit off the top. To prevent theft in
your establishment, have your general manager handle the cash or use a management
checklist to keep your books balanced accurately and honestly.
3. Store Perishables
Storing and refrigerating perishables is an important way to save money at your

bar. Every drink or ingredient that you save overnight is money going toward profits.
Here is a brief list of things that should be properly stored or refrigerated at the
end of the night:
Garnishes such as lemons, limes, oranges, and celery that are already sliced need to be
refrigerated. Storing these items in plastic bags or containers can help prolong their life
and freshness.
Cocktail ingredients such as soda, juice, and pre-made mixer need to be

refrigerated.
July 1, 2020
Issued by:
July 16, 2020
Page 85
Developed by:
CRT
After service has ended, you can refrigerate any pre-made mixed drinks such as sangria
or punch.
You may also want to store expensive beers and liquor bottles in a refrigerator with a
lock to prevent theft.
4. Organize and Date
Organizing your bar and kitchen is an important task, and it ensures that
opening will run smoothly on the following day. Additionally, dating your food and
alcohol lets you know when it was opened and if it's still good to use. It may sound like
a minor consideration, but staying organized makes everything run smoother, and
dating your food is essential for passing health inspections. Here are a few things you
can do while closing to stay organized:
• Date newly opened bottles of wine

• Recycle old menus
• Set glasses to air dry
5.-Clean Everything
Cleaning is probably the most labor-intensive part of the closing checklist, but if
your staff all works together, it can go quickly. When going through and cleaning your
establishment, you should stress that everything needs to be cleaned, whether or not it
has been used.
Cleanliness is one of the prime indicators of a professional and well-managed bar

space, and whether it's dust on the shelf, rings on the countertop, or a napkin that
didn't make it to the trash, unclean appearances can speak volumes about your
business, particularly to health inspectors.
Here is a short list of important cleaning tasks that need to be completed every night:
• Wipe down countertops

• Wipe down the soda gun
• Clean out soda gun holsters
• Remove clogs from floor drains
• Wipe down your speed rails
• Clean the outside of liquor bottles if any product has spilled
July 1, 2020
Issued by:
July 16, 2020
Page 86
Developed by:
CRT
• Load the dishwasher and clean glassware
• Drain off dirty dishwater and scrub down your sink
• Wash other smallwares like muddlers, jiggers, and stirrers
• Wipe down beer taps and thoroughly clean them once a month
• Sweep the floors in the front- and back-of-house, then mop
• Clean out blenders
• Clean the bathrooms thoroughly
• Leave all of your glassware, smallwares, and equipment out to air dry, ensuring
they're clean for the following day.

July 1, 2020
Issued by:
July 16, 2020
Page 87
Developed by:
CRT

Learning Module 4 - BARTENDING

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Learning Module 4 - BARTENDING

Uploaded by

Copyright:

Available Formats

CRT LEARNING MODULE

Course Code HE 05 & 06

College for Research & Technology of Cabanatuan

HOW TO USE THIS DIGITIZED LEARNING MODULE

Date Developed: Document No. 001-2020

Date Developed: Document No. 001-2020

Date Developed: Document No. 001-2020

No. Module Title Topic Code

4 OPERATING THE Different types of Bar Module 4 – T-1

Different types of Mixing Module 4 – T-2

Different types of Module 4 – T-3

Different classification of Module 4 – T-4

Order taking procedures Module 4 – T-5

Date Developed: Document No. 001-2020

2. Clean bar, equipment, tools, and maintain public areas;

3. Prepare bar for service;

4. Identify and deals customer affected with alcohol;

5. Maintain proper bar operation control procedures;

7. Explain different types of wines to customer;

8. Prepare wine glasses and accessories for service and;

Date Developed: Document No. 001-2020

Learning Activities (Study Guide)

Date Developed: Document No. 001-2020

Learning Activities Special Instructions

1. Read Module 4. Topic 1 (Different Contained in the Module 4: Operating the

7. Read Module 4. Topic 5 (Order Contained in the Module 4: Operating the

THREE MAJOR TYPES OF THE BAR

THREE PARTS OF THE BAR

Date Developed: Document No. 001-2020

The Under bar – the heart of

OPERATING THE BAR (OBA)

Date Developed: Document No. 001-2020

1. Familiarize the different types of mixing method and;

When a drink contains eggs, fruit juices or

Most cocktail shakers are sold with a build-in

Date Developed: Document No. 001-2020

An electric blender is needed for recipes containing

When building a cocktail, the

To layer or float an ingredient (ie. cream, liqueurs) on top

Date Developed: Document No. 001-2020

OPERATING THE BAR (OBA)

This is the typical beer container.

This glass is used for brandy or cognac.

Date Developed: Document No. 001-2020

It is a very small stemmed glass

This is the most common glass

This glass is shaped like a

Irish Coffee Mug

Date Developed: Document No. 001-2020

This glass is primarily used for

This is the classic V-shaped

Old Fashioned Glass

This glass is used for drinks

This is a tall flute shaped

Date Developed: Document No. 001-2020

This is a small and thick glass.

OPERATING THE BAR (OBA)

Non-Alcoholic beverages is a beverage that is no alcohol content. This drink are

Alcoholic Beverage is a beverage that contains alcohol.

Three Classification of Alcoholic Beverages

Five Characteristics of Wine

Date Developed: Document No. 001-2020

c. Tannin – is the presence of phenolic compound that adds bitterness to a wine.

d. Fruit – tasting fruits in the wines defines the flavor of it.