Professional Documents
Culture Documents
High bar customer service standards are essential to the growth and success of an
establishment.
Keeping the staff motivated helps them perform their job well.
Incentives to perform well, such as bonuses and gift certificates, are in place in order to
encourage optimal work.
Table maintenance is a big issue and impacts directly on the level
of service offered.
Guests like to sit at a clean table and one that is clutter free.
Offer more wine/beer/cocktail, clean up spills and show the guests that you are mindful
of their experience at your bar.
Greet the Guests
End of Service
Every guest should be individually and personally greeted as soon as they enter the bar
Eyes must be up all the time with welcoming smile and positive body language.
Once guests are seated, introduce yourself while presenting the drinks list to the guest.
Advise guests of any specials, promotions or unavailable items.
It is important that every staff member realize that their primary job is the “guest
connect.” They should create an environment that makes every guest feel perfectly
comfortable at the bar so that the guest will
want to come back to enjoy it again soon.
The sequence of service will take into account the particular tasks to e performed
to achieve a smooth flow of service to suit the special needs of the each guest
Bartenders must always have their eyes up. Go towards the guest.
After the drinks have been presented, follow up within two minutes to see how the
guests require anything else.
Remain pleasant and smiling while always keeping an eye on the guest.
Courtesy
Smile
Everyone should smile all the time when on the restaurant floor. The bar is a stage and
the bartender an actors.
Complimentary bar snacks are to be served with beverages for all drinks
Remain available and discreet until the guest is ready to leave.
All team members should react when a guest is leaving, saying a word of goodbye, a
warm smile or wai to acknowledge the guest.
A guest must not leave the bar feeling invisible and ignored.
Bar Service
Know what your product is
Ingredients
Preparation time
Suggest other food items best to go with the drink ordered
Bidding Farewell
After processing the bill, return to guest and hand over change if there are any.
Assist guest as they prepare to leave.
Lead guest to doorway.
Sincerely thank guest, and bid farewell.
Open your eyes and Smell
Call the manager & log it.
Presentation / Serving
Wine and sparkling
Readying the bar
Be there for your guest from before they arrive until they leave. Paying attention to the
guests helps them come back.
1. Readying the bar
2. Greeting the Guest
3. Approaching the Guest
4. Table Maintenance
5. End of Service
Welcoming Guest/s
Escorting the Guest/s
Introduce yourself & Present Menu
Ask the guest their preference :
"On the rocks or straight"