CERTIFICATE 3 BAR SERVICE
1. Cleaning and maintain area bar
D1.HBS.CL5.01
2. Operating Bar
D1.HBS.CL5.04
3. Provide and serving Cocktail
D1.HBS.CL5.06
4. Provide and serving Non-alcoholic drink
D1.HBS.CL5.07
5. Taking care drunk people
Jl. Udayana No. 2 Banjar Jawa, Singaraja – Bali
Website : www.indonesia-tourism-school.com
Facebook : Indonesia Tourism School
D1.HBS.CL5.17
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: (0362) 3308375
: indonesiatourismschool
: 085338319190
33
PANDUAN CARA BELAJAR DENGAN MENGGUNAKAN BUKU INFORMASI
Buku merupakan salah satu media untuk belajar mahasiswa Indonesia Tourism School untuk
mempelajari pengetahuan dan keterampilan dari program jurusan yang telah dipilih. Buku
panduan ini terdiri dari beberapa unit kompetensi yang merupakan suatu pernyataan yang terkait
dengan jenis pekerjaan yang harus dipahami oleh mahasiswa/wi.
Beberapa unit kompetensi yang digunakan, antara lain:
1. Cleaning and maintain area bar
2. Operating Bar
D1.HBS.CL5.01
D1.HBS.CL5.04
3. Provide and serving Cocktail
4. Provide and serving Non-alcoholic drink
5. Taking care drunk people
D1.HBS.CL5.06
D1.HBS.CL5.07
D1.HBS.CL5.17
Masing-masing unit kompetensi terdiri dari beberapa elemen kompetensi yang merupakan
bagian kecil dari unit kompetensi yang mengidentifikasikan kegiatan kerja diindustri sebagai
persyaratan kompeten pada setiap unit kompetensi yang dilatihkan.
Pada setiaap elemen kompetensi terdapat beberapa kriteria unjuk kerja yang merupakan bagian
yang menggambarkan kegiatan yang harus dikerjakan untuk memperagakan hasil kerja pada
setiap unit kompetensi. Kegiatan-kegiatan yang terkandung pada unit kompetensi yang dapat
menggambarkan aspek pengetahuan, keterampilan, dan sikap kerja yang diperlukan pada
industry pariwisata.
33
Cara Menggunakan Buku Panduan
Agar materi dalam buku panduan ini lebih mudah dipahami, maka berikut langkah-langkah cara
belajar dengan buku panduan ini, yaitu:
1. Baca semua unit kompetensi yang dipaparkan pada halaman awal buku panduan serta
memahami tujuannya.
2. Baca dan pahami panduan belajar yang efektif dengan buku panduan ini.
3. Baca dan pahami elemen kompetensi (sub unit) dan kriteria unjuk kerja, pada setiap unit
kompetensi.
4. Pahami setiap ringkasan materi, Learning outcomeyang tertulis pada lembar diawal unit
kompetensi.
5. Baca materi pada setiap unit kompetensi secara berurutan
6. Berikan tanda pada materi yang dikira penting untuk dipahami dengan memberi stabilo yang
berwarna.
7. Menanya pada instruktur mata latih, jika terdapat materi yang belum jelas.
8. Mahasiswa dapat mencari materi tambahan diinternet untuk memperoleh penjelasan yang
lebih lengkap terkait materi yang dijelaskan.
9. Sebelum mengikuti penilaian, pelajari materi-materi yang menjadi penilaian dari instruktur.
Demikian penjelasan singkat terkait dengan bagaimana cara belajar yang efektif dalam
mempelajari buku panduan yang dipergunakan selama proses perkuliahan.
33
TABLE OF CONTENTS
UNIT 1 : CLEANING AND MAINTAIN AREA BAR
(D1.HBS.CL5.01)
Element 1: Clean and tidy food and beverage service areas
1.1 Identify food and beverage service areas and food and beverage service equipment that
may need to be cleaned
1.2 Identify factors that may impact on the delivery of cleaning in food and beverage service
areas
1.3 Apply cleaning and tidying techniques to identified cleaning needs in beverage service
areas
1.4 Apply cleaning and tidying techniques to identified cleaning needs in food service areas
1.5 Identify equipment and items requiring maintenance and report to the appropriate person
1.6 Identify unusual, suspicious or unruly behavior and report to the appropriate person
1.7 Use appropriate interpersonal skills when cleaning and tidying to optimize guest
experience
Element 2: Provide support to staff
2.1 Deliver assistance to beverage service staff
2.2 Deliver assistance to other staff, as required
Element 3: Clean and tidy public areas
3.1 Identify public areas and equipment/items that may need to be cleaned
3.2 Identify factors that may impact on the delivery of cleaning in public areas
3.3 Apply cleaning and tidying techniques to identified cleaning needs in public areas
3.4 Identify equipment and items requiring maintenance and report to the appropriate person
3.5 Use appropriate interpersonal skills when cleaning and tidying to optimize guest
experience
UNIT 2 : OPERATING BAR
(D1.HBS.CL5.04)
Element 1: Prepare bar for service
1.1 Set up bar display and work area in accordance with enterprise requirements
1.2 Check and restock bar products and materials where necessary in accordance with
enterprise requirements
1.3 Ensure service equipment is clean, operational and ready for use
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1.4 Store items in the correct place at the correct temperature
1.5 Prepare and stock a suitable range of garnishes and accompaniments
Element 2: Take drink orders
2.1 Receive customer orders
2.2 Check product or brand preferences with customer in a courteous manner
2.3 Provide clear and helpful recommendations or information to customers on selection of
drinks if required
Element 3: Prepare and serve drinks
3.1 Greet customers in a polite, friendly and helpful manner
3.2 Prepare drinks in accordance with legal and enterprise standards using the correct
equipment, ingredients and measures
3.3 Serve drinks promptly and courteously
3.4 Handle and use industry standard glassware and use garnishes and accompaniments
appropriately
3.5 Minimize spillage and wastage and attend to accidents during service promptly and
safely
3.6 Seek assistance from appropriate people for situations which pose a threat to safety or
security of colleagues, customers or property
3.7 Seek feedback from customers in order to identify and implement improvements to
beverage quality and take appropriate corrective action, if required
3.8 Deal with unexpected situations in accordance with enterprise procedures
Element 4: Close down bar operations
4.1 Turn off equipment in accordance with enterprise safety procedures and manufacturer’s
instructions
4.2 Clear, clean or dismantle bar areas in accordance with enterprise procedures
4.3 Store garnishes and accompaniments, correctly
4.4 Set up bar for next service
4.5 Handover bar, where appropriate, to incoming bar staff
UNIT 3 : PROVIDE AND SERVING COCKTAIL
(D1.HBS.CL5.06)
Element 1: Promote cocktails to customers
1.1 Ensure service equipment is clean, operational and ready for use
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1.2 Ensure cocktail ingredients and accompaniments are prepared and ready for service
1.3 Use display materials to promote cocktails
1.4 Offer customers recommendations or information about the range and style of cocktails
available in a courteous fashion
Element 2: Prepare cocktails
2.1 Select and use cocktail glassware and equipment in accordance with enterprise and
industry standards
2.2 Make cocktails correctly and efficiently in accordance with recipes
2.3 Consider and evaluate new cocktail recipes and develop in accordance with enterprise
policy
Element 3: Present cocktails
3.1 Present cocktails attractively in a manner and timeframe that optimises cocktail
appearance, temperature and service quality
3.2 Minimize wastage and spillage during service
UNIT 4: PREPARE AND SERVE NON-ALCOHOLIC BEVERAGES
(D1.HBS.CL5.07)
Element 1: Prepare and serve a range of teas and coffees
1.1 Select ingredients, tea/coffee making equipment and crockery/glassware to prepare
tea/coffee
1.2 Prepare drinks using appropriate method in accordance with customer requests and
required timeframe
1.3 Evaluate drink before presenting to customer
Element 2: Prepare and serve cold drinks
2.1 Select ingredients, equipment and glassware
2.2 Prepare drink in accordance with standard recipes or to customer requests
2.3 Serve garnishes and accompaniments with drinks
Element 3: Use, clean and maintain equipment and machinery for non-alcoholic drinks
3.1 Use machinery and equipment safely in accordance with manufacturer's specifications
and hygiene/safety requirements
3.2 Clean and maintain machinery and equipment regularly in accordance with
manufacturer's specifications and enterprise cleaning and maintenance schedules
3.3 Identify problems promptly and report to the appropriate person
33
UNIT 5 : TAKING CARE DRUNK PEOPLE
(D1.HBS.CL5.17)
Element 1: Determine the level of intoxication
1.1 Assess intoxication levels of customers
1.2 Offer assistance to intoxicated customers politely
1.3 Refer difficult situations to an appropriate person within or outside of the establishment
1.4 Seek assistance from appropriate people for situations which pose a threat to safety or
security of colleagues, customers or property
Element 2: Apply appropriate procedures
2.1 Analyze situation carefully
2.2 Apply procedures appropriate to the situation and in accordance with organizational
policy
2.3 Explain the position to the customer using appropriate communication skills
2.4 Assist the customer to leave the premises if necessary
Element 3: Comply with legislation
3.1 Assess situations
3.2 Deal with intoxicated persons appropriately
3.3 Deal with underage drinkers
3.4 Comply with legislative requirements
33
UNIT 1
CLEANING AND MAINTAIN AREA BAR
(D1.HBS.CL5.01)
Element 1: Clean and tidy food and beverage service areas
1.1 Identify food and beverage service areas and food and beverage service equipment
that may need to be cleaned
Introduction
While many of the areas, and items of equipment, requiring cleaning in food and beverage
areas can be common across the industry there are instances where individual properties have
individual needs. This section identifies the areas, and food and beverage service items,
which may need to be cleaned by those employed to clean and tidy food and beverage service
areas.
Context for this Unit
This Unit applies to staff working in food and beverage areas to provide support services to
other staff.
These workers will deliver some cleaning duties as part of their normal role, such as:
 Cleaning up spills and breakages
 Regular cleaning of premises at schedules times – such
as after lunch, after dinner
 Responding to demands of trade – where high levels of
trade causes a need for cleaning and tidying
 Assisting other staff – as required throughout trade to
enable optimum service delivery to guests.
The main role for the cleaning of the venue will be undertaken by full-time/dedicated
cleaning staff who will perform the main ‘end-of-shift’ cleaning work, and other cleaning
tasks throughout the day in individual departments.
Food and beverage service areas
The following areas commonly require cleaning in food and beverage venues:
 Bars – public and private; behind the bar and the
customers’ side of the bar
 Eating areas – such as dining rooms, food courts,
restaurants, bistros, cafes, take-away shops and QSR outlets
 Gaming areas (as/if permitted by local law) – areas within
casinos or other properties where local laws allow gaming
to occur. May include the gaming floor as well as
specialized F & B outlets within the facility
 Function rooms – these may include conference rooms, and other MICE areas within a
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venue where large numbers of people meet for a specific reason/function over a limited
time
 Entertainments areas within a property – these may include games rooms, reading rooms,
libraries, theatres
 Back-of house areas – which include stores, kitchens, bars, delivery areas
 Front-of-house areas ancillary to F & B areas – such as walkways, lobbies, rest rooms,
seating areas
 Outside areas – including footpaths, car parks, gardens, sporting areas and pool areas.
Food and beverage equipment
The nature of each venue will determine the food and beverage service equipment which
needs to be cleaned. There is a need to consider ‘support items’ ancillary to actual food and
beverage service, as well as dedicated ‘service equipment’ for beverages and food.
Support items
These may include:
 Service and bar counters:
 Tops and surfaces
 Fonts
 Cash register/POS terminals
 Promotional displays – for:
 Venue promotional materials
 Local tourist information
 Mirrors
 Shelving
 Racks
 Flower displays – including potted plants.
Beverage service equipment
These may include:
 External components of the draught beer system in use at the
venue:
 Under-counter units
 Fonts
 Drip trays
 External components the post-mix system:
 Nozzles and baffles
 Dispensing unit and guns
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 Drip tray
 External components of espresso coffee machines:
 Port filters
 Steam wands
 Drip trays
 Glass washing machines
 Glasses, carafes, cups, mugs and saucers
 Service trays – used to deliver drinks to guests at tables
 Drinks trolleys – used to display and promote beverages for service at the table
 Refrigeration and display units – used to chill bottles and glasses for service as well as
food items (fruit, cream) for use in drink mixing.
Note:
 The internal cleaning of draught beer systems (cleaning of beer delivery lines) is
traditionally the responsibility of cellar staff
 The internal cleaning of post-mix systems and coffee machines is commonly undertaken
by operators of the items as part of their daily cleaning activities.
Food service equipment
These may include:
 Service trays – used to carry dishes to guests at tables or
waiter service stations
 Food trolleys – which may include:
 Service trolleys – used to transport a large volume of food
from kitchen to a service location: options are two-tier and
three-tier trolleys
 Roast trolleys and hot carving trolleys – for presenting and carving joints of meat at
table
 Hors d’oeuvres trolley – used to present hors d’oeuvres to guests at table and allow
them to select the items they want
 Desserts trolleys – used to display and serve sweets at the table
 Gueridon equipment – which may include:
 Flambé trolleys
 Lamps and burners
 Waiter’s stations – used by waiting staff to hold dishes prior to service, as a set-down
space for dishes and a storage area for meal accoutrements (extra cutlery, napkins,
condiments)
 Crockery – commonly:
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 Plates
 Bowls
 Saucers
 Service salvers
 Cutlery – commonly:
 Knives
 Forks
 Spoons
 Specialist items as appropriate to the menu and venue – such as crayfish picks, snail
tongs, and chopsticks.
1.2 Identify factors that may impact on the delivery of cleaning in food and beverage
service areas
Introduction
Delivery of cleaning services does not occur in a vacuum. It is always subject to a variety of
factors, which may exist on their own or in combination. This section identifies what these
factors may be.
Factors impacting on cleaning service delivery
Factors influencing the delivery of cleaning services in the food and beverage areas may
include:
 Internal standards
 Internal policies and procedures
 Need to minimize disruption to patrons
 Timeliness
 Need to consult prior to cleaning.
In practice there is a blurring of the lines between the above considerations. For example, a
‘policy’ may also make reference to standards/criteria and relevant cleaning procedures.
‘Procedures’ may also address standards and timing of cleaning.
Internal standards
Internal, venue-specific standard for cleaning specify the standards/criteria required for
cleaning nominated items. They are not common in food and beverage outlets but may apply
to some venues and or specific items of equipment. The following examples may be used as
for the venue where you work, or can be used as a basis for writing venue-specific standards.
33
Building elements:
Building Element
Required Cleaning Standard
External features, fire
exits and stairwells
Landings, ramps, stairwells, fire exists, steps,
entrances, porches, patios, balconies, eaves and
external light fittings are free of dust, grit, dirt, leaves,
cobwebs, rubbish, cigarette butts and bird excreta.
Garden furniture is clean and operational. Handrails
are clean and free of stains.
Building Element
Required Cleaning Standard
Walls,
ceilings
skirtings
and
Internal and external walls and ceilings are free of dust,
grit, dirt, lint, soil, film and cobwebs.
Walls and ceilings are free of marks caused by furniture,
equipment or patrons/staff.
Light switches are free of fingerprints, scuffs and any
other marks.
Light covers and diffusers are free of dust, grit, dirt, lint
and cobwebs.
Polished surfaces are of a uniform lustre.
Windows (internal)
Surfaces of glass are clear of all streaks, spots and
marks, including fingerprints and smudges.
Window frames, tracks and ledges are clear and free of
dust, dirt, grit, marks, spots and cobwebs.
Doors
Internal and external doors and doorframes are free of
dust, grit, dirt, lint, soil, film, fingerprints and cobwebs.
Doors and door frames are free of marks caused by
furniture, equipment or patrons/staff.
Air vents, relief grilles and other ventilation outlets are
kept unblocked and free of dust, grit, dirt, soil, film,
cobwebs, scuffs and any other marks.
Door tracks and door jambs are free of grit, dirt and
other debris. Polished surfaces are of a uniform lustre.
33
Hard floors
The floor is free of dust, grit, dirt, litter, marks and
spots, water or other liquids.
The floor is free of polish or other build-up at the edges
and corners or in traffic lanes.
The floor is free of spots, scuffs or scratches on traffic
lanes, around furniture and at pivot points.
Inaccessible areas (edges, corners and around furniture)
are free of dust, grit, dirt, lint and spots.
Polished or buffed floors are of a uniform lustre.
Appropriate signage and precautions are taken regarding
pedestrian safety near newly cleaned or wet floors.
Soft floors
The floor is free of dust, grit, dirt, litter, marks and
spots, water or other liquids.
The floor is free of stains, spots, scuffs or scratches on
traffic lanes, around furniture and at pivot points.
Inaccessible areas (edges, corners and around furniture)
are free of dust, grit, dirt, lint and spots.
Where carpets are vacuumed/cleaned, this is done in
accordance
with
section
X
of
relevant
International/National Standard.
33
Fixture elements:
Fixture Element
Furnishings
fixtures
Required Cleaning Standard
and
Hard surface furniture is free of spots, soil, film, dust, dirt,
fingerprints and spillages.
Soft surface furniture is free from stains, soil, dirt, film
and dust.
Furniture legs, wheels and castors are free from mop
strings, soil, dirt, film, dust and cobwebs.
Inaccessible areas (edges, corners, folds and crevices) are
free of dust, grit, dirt, lint and spots.
All high surfaces are free from dust, dirt and cobwebs.
Curtains, blinds and drapes are free from stains, dust, dirt,
cobwebs, lint and signs of use of non-use.
Equipment is free of tapes/plastic etc that may
compromise cleaning.
Furniture has no odour that is distasteful or unpleasant.
Shelves, bench tops, cupboards and wardrobes/lockers are
clean inside and out and free of dust, dirt and litter or
stains.
Internal plants are free of dust, dirt and litter.
Waste/rubbish bins or containers are clean inside and out,
free of stains and mechanically intact.
Fire extinguishers and fire alarms are free of dust, grit, dirt
and cobwebs.
Toilets and bathroom
fixtures
Porcelain and plastic surfaces are free from smudges,
smears, body fats, soap build-up and mineral deposits.
Metal surfaces, shower screens and mirrors are free from
streaks, soil, dirt, smudges, soap build-up and oxide
deposits.
Wall tiles and wall fixtures (including soap and cream
dispensers and towel holders) are free of dust, grit, dirt,
smudges/streaks, mould, soap build-up and mineral
deposits.
Shower curtains and bath mats are free from stains,
smudges, smears, odours, mould and body fats.
Plumbing fixtures are free of smudges, dust, dirt, soap
build-up and mineral deposits.
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Bathroom fixtures are free from odours that are distasteful
or unpleasant.
Polished surfaces are of a uniform lustre.
Sanitary disposal units are clean and functional.
Consumable items are in sufficient supply.
Equipment elements:
Equipment Element
Required Cleaning Standard
Cleaning equipment
Electrical appliances (and filters), web and dry vacuum
cleaners and burnishes/buffing machines are stored free of
grease, dirt, dust, encrustations, marks, stains and cobwebs.
Electrical and battery operated appliances have visible,
current tags displaying safety check, service and inspection
information.
Battery-operated equipment (auto scrubber, carpet
extractor) is stored free of dirt, dust, marks, stains and
cobwebs.
Legs, handles, wheels and castors on cleaning equipment
are free from stains, soil, dirt, film, cotton, fluff, cobwebs
and dust.
Cleaning equipment using water is stored clean and dry.
Vacuum head and hose are free from dust and blockages
and vacuum bags are in good condition and not over full.
Annual review and risk assessment of cleaning equipment
is documented and current.
Cleaning trolleys are free from spillages, dirt and dust.
Use of cleaning chemicals complies with chemical safety
data sheets, dilution and storage instructions.
Environmental elements:
Environmental
Element
Required Cleaning Standard
General tidiness
The area appears tidy and uncluttered.
Floor space is clear, only occupied by furniture and
fittings designed to sit on the floor.
Furniture is maintained in a way that allows for
cleaning. Fire access and exit doors are left clean and
33
unhindered.
Odour control
The area smells fresh.
There is no odour that is distasteful or unpleasant. Room
deodorisers are clean and functional.
Internal policies
Internal policies are requirements developed by the venue designed to:
 Provide principles which must be followed when undertaking a task/duty
 Give guidelines to staff when performing work
 Support the standards the venue has elected to operate by.
Policies relating to cleaning may indicate:
 The training a person must have before they undertake cleaning work
 The equipment to be used – and (in some cases) specifying items which are banned
 The chemicals/cleaning agents to be used
 The safety equipment to be worn/used
 Frequency of cleaning
 Reference to cleaning standards.
Internal procedures
These may be developed for individual areas and/or items which need to be cleaned, or they
can be ‘Manufacturer’s Instructions’ adopted by the property for use by cleaning staff.
Procedures can vary from basic to quite detailed. Procedures may provide:
 The basis for training
 Guidelines for cleaning each area/item:
 Frequency of cleaning
 Items to use to perform the cleaning task
 Chemicals to be used – may include dilution rates for chemicals which have to be
diluted
 Safety equipment/items to be used/worn
 Safety issues and dangers to be aware of when cleaning.
33
Examples of Manufacturer’s Instructions
Cleaning and sanitizing – daily cleaning of unit
1
Remove cup rest from the drip tray.
2
Wash drip tray in place on the Unit, then rinse drip tray with hot water
allowing water to drain out through the drain hose.
3
Wash cup rest, then rinse the cup rest with clean water. Install cup rest in
the drip tray.
4
Clean all external surfaces of the Unit with a sponge. Rinse out the sponge
with clean water, then wring excess water out of the sponge and wipe off all
external surfaces on the Unit. Wipe Unit dry with a clean soft cloth. DO
NOT USE ABRASIVE CLEANERS.
5
Remove nozzle and syrup diffusers from the dispensing valves. Place
nozzles and syrup diffusers in sanitizing solution.
6
Wash the nozzles and syrup diffusers in sanitizing solution, then rinse them
with potable water.
Cleaning and sanitizing – daily cleaning of unit
7
Re-install nozzles and syrup diffusers back on the dispensing valves.
Manufacturer’s cleaning instructions
The recommended ways of cleaning equipment may be available:
 In User Manuals and Operator Manuals which accompany an item when it is bought –
these always have sections on:
 Cleaning
 Service
 Maintenance
 By accessing the websites of manufacturers
 By contacting the supplier, direct.
Internally prepared cleaning instruction procedures
The following are indicative examples of what individual venues may prepare and use as
their own cleaning procedures – many variations on this theme can be found in different
venues.
33
Item & Frequency
Procedures
Floors (lino and tiles) –
Daily
Clean the floor as required during trade and at the end of
each day’s trade.
Sweep and spot-clean identifiable problem areas such as
trodden on food items.
Mop with XYZ detergent and hot water (ratio 1:50), rinse
and sanitise by spraying neat XYZ sanitiser.
Allow to air dry.
Rubbish Bins – Daily
Clean the rubbish bins as required during trade & at the
end of each day’s trade.
Remove bin liner with rubbish from bin. Wipe away loose
debris with a clean cloth.
Scrub interior and exterior of bin with neat XYZ
detergent and hot water, rinse and sanitise (spray on, neat,
Brand XYZ).
Rinse, allow to air dry and fit with new bin liner.
Standard Operating Procedures
Venues may also produce procedures ion the following format as their SOPs for nominated
tasks.
SOP – Cleaning Toilets and Urinals
Prepared by:
Date:
Step
Actions/precautions required
Prepare the area
Set up ‘Cleaning in progress – Do Not Use’ signs: place tape
across main entry door.
Turn exhaust fans on and leave exit doors open. Put on safety
gloves and glasses.
Pick up loose rubbish – beware of potential for syringes.
Empty bins – fit new bin liners: beware of potential for
syringes. Replace toilet paper and soap.
Sweep the floor.
Prepare equipment
& materials
Fill trigger spray bottle – ABC Brand disinfectant. Obtain 1
litre ABC Brand disinfectant.
Obtain 1 litre XYZ Brand toilet bowl cleaner. Obtain pest
aerosol spray.
Obtain toilet blocks.
33
Clean the toilet and
urinal
Flush toilets and urinals.
Apply undiluted XYZ Brand toilet bowl cleaner directly into
toilet bowl and urinal
- leave to soak.
Use spray bottle of XYZ Brand toilet bowl cleaner to spray
seat, hinges and hardware of toilet, fittings and urinal fittings.
Use designated toilet brush and bowl mop to clean urinal and
toilet bowl – clean splashback, return areas, under flushing
rim.
Clean exterior of bowls and top and bottom of seat – rinse.
Flush.
Apply disinfectant to bowls and urinals and allow to stand –
add blocks to urinal (1 block per unit; 1 block per metre).
Check for damage. Spot clean walls. Mop floors.
Flush toilets and urinals.
Dry mop and allow to air dry.
SOP – Cleaning Toilets and Urinals
Clean up
Turn off exhaust fans and remove safety warning signs.
Remove and dispose of rubbish picked up during preparation –
external dumper.
Clean toilet brush and bowl mop; Dispose of protective
gloves. Return equipment and chemicals to storage.
Wash hands.
Procedures for generic cleaning techniques
Some venues will develop SOPs for commonly used generic cleaning techniques such as wet
mopping, dry mopping, using polisher.
Wet Mopping SOP
Prepared by:
Date:
Step
Actions and precautions required
Prepare the area
Set up ‘Cleaning in progress’ signs. Pick up
loose rubbish.
Move items that present obstacles.
Sweep the floor.
33
Prepare equipment & materials
Put on safety gloves and glasses. Fill mop
bucket with warm water.
Add 250 mls XYZ detergent – use ‘red’
measuring jug.
Mop the floor
Move mop and bucket to area to be mopped.
Put mop in bucket to wet it thoroughly.
Use rollers to wring mop until damp.
Apply mop to floor – use 8-pattern, smooth but
firm strokes on open surfaces and straight
stokes against walls.
Rinse mop and repeat until finished.
Empty bucket into gully trap and rinse mop and
bucket. Fill mop bucket with warm water.
Add 250 mls XYZ disinfectant – use ‘yellow’
measuring jug. Apply as above.
Allow to dry – set up ‘Wet floors’ signs where
appropriate.
Return moved items.
Wet Mopping SOP
Clean up
Remove and dispose of rubbish picked up during
preparation – external dumper.
Wash mop and bucket. Dispose of protective
gloves.
Return equipment and chemicals to storage.
Wash hands.
Need to minimize disruption to patrons
Cleaning is a job intended to enhance the guest experience, not interfere with it. This means
all cleaning activities must be undertaken with reference to minimizing disruption to what
guests are doing. While the standard timing of many cleaning duties will normally factor this
in (that is, most cleaning is undertaken when an area is closed to the public) there will always
be occasions when you need to clean while guests are present.
Keys to minimizing disruption to guests when cleaning are:
 Always use common sense to determine whether or not
cleaning needs to be done – just because cleaning is
scheduled does not necessarily mean it has to be done
 Guests must be asked if cleaning can take place – as
opposed to imposing cleaning on them and the area they
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are in
 Apologies for the interruption and inconvenience
 Work quickly – this may mean only performing the basics rather than a ‘full’ clean of the
area
 Be prepared to return and clean the area when guests are no longer present
 Work as quietly as possible
 Ensure cleaning items do not get in the way of guests.
Timeliness
Cleaning schedules or rosters will often govern when areas and items need to be cleaned.
These venue-specific times should be adhered to. A standard requirement for all food contact
surfaces is they are cleaned and sanitized at least every four hours while being used to
prevent the growth of food poisoning bacteria to dangerous levels.
In addition there may be other times when cleaning is required – such as:
 When requested by guests
 When spills occur
 When common sense indicates a need for cleaning exists – for example, when an area
looks cluttered, untidy or in need of cleaning
 When directed by management.
The main aim is to never allow dirt or rubbish to build up to an unacceptable level.
Need to consult prior to cleaning
When entering an area to begin cleaning it is standard practice to consult with those in the
area (guests and or staff) to determine:
 Whether cleaning can commence – there is rarely a time when you have the right to
impose cleaning an a department or area: cleaning always needs to ‘fit in with’ the
operations of the area even though it is acknowledged cleaning is an important task
 If there are areas or items which need to be cleaned first or last – sequence and or priority
requirements
 If reduced cleaning is necessary – for example, spot
cleaning as opposed to full cleaning
 Timelines which may apply – such as ‘the area must be
finished by 5:00PM’
 If there are areas or things which must not be touched or
moved
 Items which need to be covered and protected or
removed from cleaning activity
 Advice about any risks which have emerged since the last cleaning of the area.
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1.3 Apply cleaning and tidying techniques to identified cleaning needs in beverage
service areas
Introduction
Different cleaning needs demand different cleaning techniques. This section describes a
range of cleaning and tidying techniques which can be used as well as cleaning tasks required
in external areas.
Cleaning in beverage service area
General cleaning practices to be addressed in beverage service
areas may require cleaning ‘behind the bar’ as well as cleaning
on the customers’ side of the bar.
Dry and wet cleaning activities
Cleaning tasks are often divided into ‘dry’ and ‘wet’ activities. Dry cleaning activities
include:
 Sweeping
 Dry mopping
 Dusting
 Wiping down
 Dry vacuuming.
Wet cleaning activities include:
 Wet mopping
 Wet vacuuming
 Washing
 Polishing.
Techniques
Cleaning and tidying techniques may include:
 Physically picking items up – from:
 The floor
 Furniture – tables and chairs
 Window ledges
 Counter tops
 Toilets
 Placing them into bins
 Sweeping – including:
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 Floors with soft brooms
 Some furniture may also be swept with purpose-built brushes supplied by the
manufacturer of the furniture
 Causing a broom to remove cobwebs from high areas (vents, fans, ceilings, light
fixtures) as required/when noticed
Have a look at these sites to view the variety of brooms and brushes available:
 Using dust pan and brush – to:
 Clean up dirt and dust swept up by broom
 Clean up breakages of glasses and bottles
 Dusting – using a duster or dust cloth to remove dust. The dusting cloth may be dry or
impregnated with a cleaning agent (multi-purpose cleaner) to increase adhesion of dust
particles to the cloth
 Dry mopping – using a specialised dust mop to clean areas: no water or cleaning solution
is used. Dry mopping does not use the same mop head as for ‘wet mopping’. The two
main types of dry mops are:
 Dusting mops – to clean skirting boards and polished surfaces
 Polishing mops – for buffing and polishing
 Wet mopping – using a mop with water, a bucket and a
cleaning solution (detergent) to:
 Mop and wash floors where stain removal is required
 Apply sealant to floors which have been stripped and
need to be re-sealed
 Washing – this is another common task. Washing should involve cleaning items in a sink
using:
 Hot water and detergent – diluted and used according to manufacturer’s instructions
 Sanitiser – used after the cleaning has been done, ensuring the required ‘contact time’ is
observed and manufacturer’s instructions are adhered to
 Air drying of the item.
Cleaning glass washing machines
Get the manufacturer’s instructions and read and apply what
is contained in them. You also need to be able to fill the
machine with detergent. This involves knowing where the
detergent is kept, which detergent to use, how much to put
in and whether or not it should be diluted. Some machines
have an inspection gauge to help identify the level of
detergent: make sure you add the right amount of detergent
at the right strength.
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If there is insufficient detergent the machine will not wash the glasses properly, too much
detergent and the rinse cycle will not be able to rinse it all off leaving residual detergent on
the glasses which will send the beer flat as well as giving it an 'off' taste and aroma.
Machines have different operational cycles and you should become familiar with the machine
you will be using: the machine may feature a hot wash, followed by a hot rinse, followed by
a cold rinse to get the glasses cold for immediate use.
If your machine allows you to dictate certain of its functions (cold or hot final rinse), then
you need to learn how to do this – it is usually as simple as flicking a switch. Take time to
read the thermometer on the glass washer to see where it will be indicating when operating at
the prescribed temperature (which is a minimum of 70°C). Also check inside the washing
cavity to ensure no remnants of fruit or garnishes are left inside the machine to block the plug
hole and filter and cause the machine to overflow when in operation.
Even though glass washing machines wash glasses to an acceptable standard, most
establishments still insist their glassware is also hand washed once a week to maintain its
brilliance. Beer glasses should be air-dried to prevent the possibility of lint or detergent
transferring from a tea-towel to the inside of the glass thus sending the beer flat.
Some other glassware (such as wine glasses) are hand polished prior to use with a lint- free
tea-towel. Remember to the inside cavity of the glass washer should be cleaned once a week.
The glass washing machine at your venue may also be used to wash other items such as glass
jugs: it is inadvisable to use the glass washer to wash ash trays – check with your supervisor
to see what applies where you work.
Ice machine
Often located outside the bar area (especially in the case of very large
machines), this is a fairly straightforward piece of equipment requiring
little in the way of user knowledge. If the machine is fitted with
warning lights, then become familiar with what they mean and notify
management as necessary should they illuminate.
Refrigeration cabinets
These are pieces of equipment where bottled and canned bar stock, milk, soft drink, fruit,
water is stored behind the bar. Stock rotation is a must in these cabinets – the traditional
stock rotation system used for food products called ‘First In, First Out’ (FIFO) should be
used. Unfortunately, these units are often designed, sized or placed to make easy access to all
sections fairly difficult. When this is the case, new stock tends to be pushed in front of old
stock – not the right way at all.
The FIFO system requires you to put the new stock at the
back and move the old/existing stock forward. This is
important because rotating stock in this way optimizes the
chance of the customer receiving a cold product, rather
than one just been put into the fridge and still warm.
Units should be emptied weekly and cleaned thoroughly inside with particular attention to
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corners, and any water condensation overflow trays. These trays should be emptied and
wiped dry and clean.
Seals around doors are of special importance and merit extra attention: they too should be
cleaned weekly using a damp warm cloth to wipe off any dirt, grime and residual sticky drink
deposit. Failure to do this will result in the seals becoming worn through (caused by them
sticking to the refrigerator and being stretched every time the door is opened), which in turn
will mean the cold air inside can escape, requiring the compressor motor to work overtime in
a never-ending attempt to keep the cabinet chilled.
Glass fronts should be polished daily to maintain eye-appeal.
Glass chillers
This is a refrigerated storage area for glassware. Not all venues will have glass chillers –
some properties believe their draught beer delivery system – or their packaged beer – is so
effective there is no need for the service glasses to be pre-chilled. These units are turned on
and off regularly, so it is important you find out where the valves are to perform these
functions: they are often located just under the unit itself.
Turn glass chillers off before cleaning it and allow it to de-frost.
Locate and check the drainage plug hole in the glass chiller itself to see it is free from
obstruction. Check also to see where the overflow pipe or drain hole goes to: frequently it
leads into a relatively small overflow tray (as per the refrigerated cabinets above) and this
needs regular emptying, cleaning and drying: in other cases, the pipe is plumbed into the
normal waste water system.
As ice builds up on the bottom and sides of this unit (which it will do in the normal course of
its operation), its capacity to function efficiently is reduced. It becomes difficult to insert
glass racks into the chillers due to the build up of the ice on the sides.
The build-up of ice also means proper cleaning is impossible. The only answer is to regularly
turn the unit off overnight, allow the ice to melt and then clean it out the following morning,
turning it back on ready for the day's trade.
Be careful when using hands to clean this unit as pieces of broken glass (from clear glasses)
can easily be concealed by the water and dirt on the bottom of the stainless steel unit – all
these factors can combine to give you a nasty surprise and a cut!
Post-mix
Recommended daily cleaning of the unit involves:
 Removal of cup rest from drip tray
 Washing, rinsing and drying of drip tray, and cup rest: replace cup
rest
 Cleaning of all external surfaces of the unit with sponge, and
wiping dry – never use an abrasive cleaner on the post-mix.
Many establishments remove the nozzles and soak them overnight, on a daily basis. The
post-mix supplier is able to provide further advice and instruction on how and when to clean
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the unit.
Recommended weekly cleaning of the unit involves:
 Removal of screw securing dispense valve cover, and removal of cover
 Removal of nozzle and baffle (the round, pointy part through which the syrup and water
flows, located under the nozzle)
 Washing of nozzle and baffle, and covering of both in warm clean water
 Re-installing of baffle, nozzle and cover.
Espresso Machine
It is important to obtain, read and follow the manufacturer’s instructions for the espresso
machine used in your workplace. If you can’t find these instructions, contact the supplier (or
look on the Internet) and get another copy.
Steps for daily maintenance of the machine revolve around the following steps:
 Insert group handle fitted with blind filter loosely into the group head
 Activate the group head and allow water to flow over handle
washing outer group head and rubber seal
 Tighten and release handle repeatedly while running group head
for approximately 20 seconds
 Tighten handle and run group head for 10 seconds, 3 – 4 times
with 10 second intervals
 Use stiff bristle brush to clean the inside of the group head.
Note: this procedure should be done several times per day, and not just once at the start or
the end of the day.
Steps for weekly maintenance of the machine are different (again, the manufacturer’s
instructions must be followed) but they can be expected to be along the lines as follows:
 Carry out the first three steps as for the Daily Maintenance (immediately above)
 Add 1 teaspoon of espresso cleaning powder to the blind filter and insert into the group
head
 Run group head for approximately 20 seconds at a time for 3 minutes
 Run group head for 10 seconds, 3 times with 10 second intervals
 Remove handle, rinse with water and re-insert into group head
 Run fresh water through the group head for at least 30 seconds. This procedure must be
followed for every group head.
Cleaning of port-filter
The basic steps are:
 Separate coffee baskets from the group handles, clean and scrub inside group handles and
baskets with soft scourer
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 Soak overnight with cleaning powder
 Rinse well before re-using.
Cleaning of steam arms
The basic steps are:
 Unscrew tips of steam wands to remove build-up of milk
 Wipe steam wands with damp sanitized cloth and open up steam valve to blow out
excessive moisture after every use
 Open steam valve to heat up steam arm – wipe steam wands clean with damp sanitized
cloth to remove build-up of milk.
General espresso machine cleaning
The basic steps are:
 Use a clean, sanitized cloth to wipe over remaining parts of the machine and then wipe
over with a dry cloth
 Remove drip tray and rinse in sink to remove coffee grind build up
 Remove shower screens with short screwdriver, and remove build-up of coffee oils and
ground coffee with toothbrush.
Grinder cleaning
To maintain accuracy of dose, ensure the dosing chamber is brushed clean of residual coffee
grounds at least once per week. The removable bean hopper should be washed with warm
soapy water, then rinsed and dried – every week.
Note: do not place the coffee bean hopper in the dishwasher –wash it by hand in a sink.
Utensils
Cleaning of bar utensils should embrace the following:
 Ice buckets – should be clean inside and out after every use
 Jugs and glasses – there must be no cracks, chips or marks
of any kind on any jugs or glassware.
 Commonly it is difficult to remove lipstick, orange juice
and dairy products (milk or cream) from glasses so extra
care must be paid when you notice these are present.
 Cocktail shakers – should be clean inside and out, and cleaned after each use except where
another cocktail of the same type as the previous one is being made immediately
 Hawthorne strainers – used to remove fruit and other ‘debris’ from cocktails and must be
thoroughly cleaned after each use: it may be necessary to remove the coil and soak before
scrubbing and cleaning
 Cutting boards – must be scrubbed after use, and are commonly cleaned with detergent at
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the end of trade and left to soak overnight in a sanitising solution, and then rinsed before
use
 Ice scoops – clean as required: never use a glass to scoop ice into drinks – the glass can
break and you can easily, inadvertently, put glass into the drink along with the ice
 Bar spoons, knives and tongs – clean regularly: keep in mind these utensils handle food
and therefore need to be treated or washed the same as any other food handling implement
 Food containers for garnishes, chips and nuts – they must be washed using hot water and
detergent: they must be stored so as to be protected from flies, dust and other
contamination, and should be washed and sanitized between uses.
1.4 Apply cleaning and tidying techniques to identified cleaning needs in food service
areas
Introduction
Much of the cleaning in food service areas will require use of the
techniques identified in the previous section. This section
highlights specific cleaning requirements applying to foodspecific areas.
Need to use ‘the right’ cleaning items
Many establishments seek to prevent the cross contamination of bacteria from one location to
another by using separate cleaning items in different locations. Colour coding is often used to
achieve this goal.
For example, a colored cap or tip is placed on the end of brooms and mops, and cleaning
cloths and swabs are colored. Codes may be used in the following way:
 Red is used only for toilets
 Green is only used in the kitchen and
food areas
 Blue is for general purpose cleaning.
What needs to be cleaned and sanitized?
Anything used in the storage, preparation, cooking, display or service of food must be
cleaned and sanitized – if a Food Safety Plan exists, then the cleaning must align with those
requirements.
In general, terms, cleaning and sanitizing requirements mean:
 Equipment and utensils must be cleaned and sanitized in between handling raw high risk
food and handling cooked, ready-to-eat food
 Equipment and utensils must be cleaned and sanitized at least after each service session –
it is not acceptable to use a piece of equipment (such as a meat slicer throughout the day
and only clean and sanitize it once at the end of the day
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Element 3: Prepare and serve drinks
 Equipment and utensils in constant use must be cleaned and sanitized at least every
four hours.
In specific terms, your venue will have a need to clean and sanitize:
 Crockery
 Glassware
 Cutlery
 Utensils – such as spatulas, slotted spoons, scoops,
lifters
 Pots, pans and other preparation and cooking dishes
 Containers – used for the storage of food under dry, refrigerated and frozen conditions
 Chopping boards
 Inside rubbish bins
 External garbage bins including dumpers or bins rented from outside contractors.
Cleaning and sanitizing of eating utensils
All service gear (such as plates, cups, saucers, glasses, cutlery)
must be cleaned and sanitized after each use in order to prevent
infectious diseases being communicated from person-to-person.
After these items have been cleaned and sanitized they must be
stored so they do not become re-contaminated: it is a standard
requirement all items used to serve food (and beverages) are
provided to the customer in a clean condition.
In general terms, the following 7-step process is suitable for cleaning crockery and
cutlery:
 Remove visible food debris – for example, scrape the plates
 Rinse with warm water – to remove loose dirt
 Wash with a detergent – diluted according to manufacturer’s instructions
 Rinse again – to remove the detergent and debris
 Apply a sanitizer – sanitizers are chemicals designed to kill bacteria
 Rinse – to remove the sanitizer
 Allow to air dry.
Air drying is the preferred option as it eliminates using a cloth to dry surfaces, which may
inadvertently introduce bacteria to the surface that has just been cleaned and sanitised.
The procedure for washing eating utensils and dishes by machine is as follows:
 Scrape and rinse items prior to stacking in trays – use the right trays or racks for the
right items
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Element 3: Prepare and serve drinks
 Wash for a minimum of 60 seconds at a temperature between 66°C and 71°C
 Rinse for a minimum of 10 seconds at a temperature of at least 77°C.
 Sanitizing must involve soaking the items for a minimum of 3 minutes – it is not
acceptable to just run hot water over items to remove the suds
 A thermometer should be on hand to check water temperature.
1.5 Identify equipment and items requiring maintenance and report to the
appropriate person
Introduction
You are partially responsible for identifying faults with cleaning equipment and other
items (equipment [electrical and hand-operated], machinery, utensils), and reporting these
faults in accordance with enterprise procedures.
This section discusses identifying and reporting faulty equipment.
Two types of faults/problems
Equipment faults and problems generally fall into one of two
categories:
Breakdowns – which occur when items malfunction.
Damage – to parts, surfaces, electrical cords and connections
caused by:
 Normal day-to-day ‘wear and tear’
 Incorrect use.
Examples of items requiring maintenance
Items requiring maintenance include those with:
 Frayed electrical cords, or bare wires
 Internal mechanical problems in electrical and/or mechanical equipment – causing:
 Malfunctions
 Lack of power
 Other operational difficulties – anything where the item fails to perform as intended
or normal
 Smoke or burning smells coming from them
 Leaking components
 Broken accessories
 Broken handles
 Worn and torn items
 A time or date elapsed by which scheduled preventative maintenance must be
provided.
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Element 3: Prepare and serve drinks
How do you become aware of items requiring maintenance?
Items requiring maintenance can be identified by:
 Seeing a problem
 Hearing something that is not right
 Smelling something alarming
 Being advised by others – guests or staff.
Reporting the item
The procedure to report faults will vary from establishment to establishment so it is
important to determine what applies where you work.
If you identify any of the above you must:
 Take action to fix what you can – if the ‘fix’ is obvious and it is safe to do so or
 Report it.
If you cannot fix the problem, you should:
 Stop using the item if it is unsafe – turn it ‘off’
 Remove the item from service
 Tag the item as ‘Out of Service’ – to prevent others using it when it is broken
 Store locate the item in the appropriate Out of Service area – especially where the item
poses a danger to users (such as electric shocks, jagged edges or unprotected blades)
 Complete appropriate ‘Report Fault’ paperwork and submit to the appropriate person
or department.
Who should the item be reported to?
Internal house protocols may require you to report the item to:
 Your supervisor
 The manager
 The owner
 The Maintenance Department.
If the venue has a Maintenance department it is generally their responsibility to check and
fix the item. Some faults may have to be repaired off-site – which may involve returning
the item to the supplier or forwarding it to an accredited repairer: in extreme cases, a new
item may have to be purchased.
How should the report be made?
The usual ways to report items requiring attention are to:
 Make a verbal report – in person either face-to-face or
via the telephone: a follow-up written form may be
39
required
Element 3: Prepare and serve drinks
 Complete an internal ‘Report Fault’ form or ‘Request for Maintenance’ form.
1.6 Identify unusual, suspicious or unruly behavior and report to the appropriate
person
Introduction
As you undertake your cleaning and tidying duties you should always be on the lookout
for any behavior or persons whose presence causes you concern. This section identifies
the behavior and persons you need to be alert to and the possible reporting procedures.
Behavior or persons to be aware of
The following people are all cause for concern and should be reported to the appropriate
person. The key is to never put yourself in harm’s way. You should be alert to all of the
following and report them when you identify them:
 People discovered in areas where they have no right to be – for
example:
 A guest in a back-of-house area would be cause for concern
 A guest in a front-of-house area when the area has not yet
opened, or after it has closed
 Drunken and disorderly people – these do not have to be
guests at the venue as they may have come onto the premises
in that condition after having been removed from another
venue.
Drunken and disorderly people can be identified by many factors some of which include:
 Loud voices
 Swearing
 Arguing
 Fighting
 Threatening others
 Anti-social behaviour
 Staggering
 Loiterers – anyone who ‘hangs around’ a venue with no
real reason for being there is a loiterer. You may identify
a possible loiterer as someone who:
 Barred customers – venues may ‘bar’ customers: this
means they prohibit them from coming into the premises.
Barred customers may be banned for a day, a week, a
longer period or permanently. People are usually barred
because of their unacceptable previous behaviour or for
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some other reasons (such as failing to pay an account)
Element 3: Prepare and serve drinks
 Under-age people – where the premises are licensed
under local liquor licensing legislation there may be a
requirement only people over a certain age (such as 18
years of age) are allowed on licensed premises regardless
of whether they are drinking alcohol or not
 Known vagrants or other undesirables – a vagrant is someone who is homeless and or
someone who lives by begging. These people look alarming to most guests and are
annoying when they solicit money or food and drinks
 Undesirables include any person known to have engaged in activities not accepted by
management – for example anyone who has been guilty of assault, fraud, crime in general
or any anti-social activity
 Any people who are engaging in intimidating and or other anti-social behaviour. There is a
wide interpretation on what is anti-social behaviour and common sense should guide your
judgement. If you find their behaviour disturbing it is likely to be unacceptable. Examples
include fighting, swearing, using offensive language, harassment of any type, annoying
others
 Anyone breaching house rules – this may include ‘dress’ rules.
Reporting the behaviour
The following are keys in reporting unusual, suspicious or unruly behaviour:
 Never intervene, never get involved
 Report it quickly – in person or by telephone/internal communication
 Provide full details – such as:
– Where it is
– Number of people involved
– What is happening
– Why you are concerned.
1.7 Use appropriate interpersonal skills when cleaning and tidying to optimise guest
experience
Introduction
At all times when cleaning and tidying when guests/patrons are present there is a need to
apply appropriate interpersonal skills. In addition to the already stated need to cause
minimum disruption to guests this section identifies several other necessary skills which must
be applied.
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Examples of appropriate interpersonal skills
Element 3: Prepare and serve drinks
The following are regarded by the industry as necessary when you interact with patrons as
part of your cleaning and tidying duties – they must be applied at all times, to all customers,
as appropriate to the situation:
 Greeting guests – as they arrive, walk in and sit down
 Farewelling guests – as they leave the premises, as they get up from their table or leave
the bar
 Providing comprehensive and accurate product knowledge – this relates to being able to
give patrons information (or responses to questions) in relation to all food/menu items
offered for sale by the area in which you work. In this context, product knowledge can
require you to know about topics such as:
 Names of items available
 Cost
 Taste
 Serve size
 Ingredients
 Cooking style and time for menu items
 Brand names and alcohol content of drinks
 Options available for those who want to consume a non-alcoholic drink
 Supplying information to customers about a wide range of venue-specific topics such as:
 Opening and closing times and days
 House policies
 Facilities available
 Methods of payment accepted
 Selling skills – all staff in a venue are required by management to be sales staff. While
your primary role may not be to sell products you are expected to:
 Have sufficient product knowledge to enable you to
make intelligent and relevant recommendations in
response to an identified need
 Suggest products and services in response to questions
asked by guests
 Take appropriate opportunities to promote ‘other’
products and services in accordance with responsible
service of alcohol guidelines, and in accordance with
house rules (such as to avoid placing pressure on
customers to buy)
 Assisting guests – this should be done not only in response to direct requests for help but
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Element 3: Prepare and serve drinks
also by observing guests and anticipating their needs. Assistance may be provided in
relation to:
 Directing them to internal locations within the venue
 Giving directions to local destinations and attractions
 Helping them with luggage
 Making bookings at the venue for guests such as dining rooms/restaurants, spa
facilities, sports areas, accommodation
Element 2: Provide support to staff
2.1 Deliver assistance to beverage service staff
Introduction
In the same way you are expected to assist food waiters, your job may also require you to
deliver support to beverage service staff. This section lists common tasks required to provide
assistance to drink staff.
Examples of support services to be provided to beverage service staff
You may be required to provide assistance by undertaking the following tasks:
 Fetching and carrying – such as:
 Carrying bottles from bar to tables
 Taking fresh glasses from the bar to tables or waiter station
 Carrying carafes and wine baskets to tables from bars
 Carrying trays of drinks for drink waiters
 Clearing and cleaning tables – which means taking away:
 Unused glasses on a table which are no longer required by diners
 Empty bottles and cans
 Empty glasses used by guests
 Ice buckets and wine baskets no longer required
 Ash trays
 Re-supplying stocks behind the bar for staff who prepare drinks – this can involve:
 Replenishing bottles and cans of alcoholic and non- alcoholic beverages
 Crushing ice
 Cutting or otherwise preparing oranges, lemons and other fruit
 Monitoring and maintaining floor displays – these displays are often created in dining
areas to add interest to the room, and serve as a sales tool to promote certain drinks.
Your job will include making sure the display remains attractive throughout the session
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 Re-laying glassware on tables when tables are being re-
Element 3: Prepare and serve drinks
set – this will require you to take the required standard
glassware to the table and position each glass in the
location required by the venue at each setting. Many
venues will set a red wine glass and/or a white wine glass
at each setting to encourage guests to purchase wine, and
to meet the accepted standards for table setting.
Lots of venues also set a glass for water. Where water is provided free-of-charge your job
will also require you to set a carafe/jug of water on the table, or offer water to guests when
they have been seated. Always handle glasses by the stem or base – never allow your
fingers to touch the rim top or bowl of glasses
 Servicing trolleys used by beverage service staff – these may include:
 General purpose drinks trolleys – for mixing drinks at table
 Liqueurs trolleys – for service of after dinner fortified wines (port, muscat) liqueurs and
spirit or liqueur coffees
 Cigar humidors Tasks include:
 Moving and re-positioning trolleys as required
 Cleaning them and taking care of spills
 Replenishing glasses and stock
 Removing glasses and items to the bar and washing them – where there is a high demand
for those items to be brought back into service to support immediate service needs
 Cleaning up in-service spills and accidents – this can include:
 Clearing broken bottles and glasses which
have been dropped on the floor of the dining
area
 Drying up areas where drinks have been
spilled – on floors and on tables
 Assisting guests if drinks have been spilled on
them
 Picking up dropped items
 Cleaning up behind the bar if there has been a breakage or accident
 Taking beverage orders – in limited cases you may be asked to taken beverage orders from
patrons at a bar, or from guests at table. This is a job normally reserved for dedicated
beverage service staff who have sufficient product knowledge to make suitable and
accurate suggestions and recommendations but there can be times (of high demand) where
other staff are busy and you may need to:
 Take verbal orders for drinks at the bar from customers
 Take orders at table from guests
 Relay orders taken by beverage staff (from guests at table) to bar staff for them to fill
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Element 3: Prepare and serve drinks
 Accepting payment – this is usually the job of other staff or a cashier but you may be
required to assist those staff when they are busy. When accepting payment make sure you:
 Thank the guest
 Only accept payment in the forms accepted by the
venue: for example, some venues will accept payment
in (certain) foreign currencies and some will not; most
accept payment via certain credit cards but not all types
of credit cards; most venues will not accept personal
cheques but may accept traveler’s cheques
 Verify the amount tendered as payment – “Thank you Sir. Out of 100?”
 Make sure the amount given covers the amount of the bill
 Register payment on the workplace POS terminal or cash register
 Count the change to the customer to prove they are being given the correct change
 Provide a receipt as required by house policy
 Supplying linen – this may involve:
 Providing swabs and cleaning cloths to bar staff
 Providing napkins to beverage service staff for use in the service of wine.
Element 3: Clean and tidy public areas
3.1 Identify public areas and equipment/items that may need to be cleaned
Introduction
In addition to food and beverage areas you may be required to clean and tidy ‘public areas’.
This section defines ‘public areas’ and identifies areas and equipment which may require
your attention.
‘Public areas’ defined
‘Public areas’ are areas of the venue generally open to members of the public, including
guest of the establishment. People do not necessarily need to purchase anything to be in these
public areas, but they often do/will. All ‘public areas’ are ‘front-of-house’ areas.
Examples of public areas
Public areas may include internal and external spaces, such as:
 Foyer, lobby and reception areas
 Shops in the venue
 Corridors and hallways
 Waiting areas
 Library
 Business centres
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 Car parks
Element 3: Prepare and serve drinks
 Walkways and paths
 Gardens, lawns and fountains
 Displays and promotional materials
 Poolside areas
 Areas associated with sporting or recreational areas.
Examples of equipment and items to be cleaned in public areas
Equipment and items to be cleaned and tidied in public areas may include:
 Tables and chairs – including general furniture as
contained in the various areas which may include desks,
computer consoles, standard lamps, dressers, sofas
 Service counters
 Newspaper and magazine racks
 Musical instruments – which may be played from time-to-
time or which may be a central display/feature of an area
such as piano or harp
 Displays containing local and/or tourist information
 Doors – including lift/elevator doors, standard doors, automatic doors, revolving doors
 Windows – external facing windows, internal windows and glass on displays and other
furniture items
 Plants and planters – as well as floral displays
 Walls and fittings (light switches, plaques, signage, controls) on them
 Telephones – including telephone areas/units and/or booths
 All floor surfaces
 Public toilets – and the vanity areas.
In addition to the above general list of areas and equipment and items there will nearly
always be additional spaces and objects specific to individual premises.
3.2 Identify factors that may impact on the delivery of cleaning in public areas
Introduction
In the same way it is vital to identify and consider factors impacting on the delivery of
cleaning to food and beverage service areas, so too is it necessary to take into account several
factors when delivering cleaning to public areas.
This section identifies the factors to consider.
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Factors to consider
Element 3: Prepare and serve drinks
When providing cleaning and tidying to public areas you must:
 Follow cleaning schedules developed by the venue – these will advise the times at which
areas are to be cleaned. Many areas are cleaned at a specific scheduled time every day and
other areas (especially high traffic areas around reception and front office) will be
designated for continual monitoring with cleaning and tidying to be done as the need
arises
 Take into account expected trade – if you know guests
or groups are expected to arrive at a certain time then
the area should be checked and cleaned and tidied prior
to this expected arrival time
 Never undertake any duties which place the safety of
the guest in jeopardy – this means you must never use
cleaning equipment or chemicals in such as way that
poses a risk – or an unpleasant experience – to them
from (for example) a tripping hazard viewpoint or as a
result of them inhaling chemicals or the smell of
chemicals
 Take into account the noise your activities may cause – if guests are present and you need
to clean in their immediate area then try to ensure noise (from vacuum cleaners, cleaning
activities) does not impact on them
 Make sure your activities reduce to the lowest possible level the restrictions on the free
movement of guests – this means doing whatever you can to make sure guests have free
access to all areas and facilities even while cleaning is being undertaken
 Use appropriate interpersonal skills – such as communicating appropriately with guests,
asking permission to clean, thanking them for their permission or their response to your
questions, responding to questions.
3.3 Apply cleaning and tidying techniques to identified cleaning needs in public areas
Introduction
The cleaning and tidying techniques identified in Element 1 are the same techniques which
need to be applied when cleaning public areas. This section identifies possible techniques for
certain public areas.
Cleaning techniques for public areas
The following cleaning techniques are indicative of what you can expect to provide to the
areas listed. There will always be the potential for providing additional cleaning as the need
(accidents, breakages, spills, marks, level of traffic and trade) dictate.
Foyers, lobbies and reception areas
Cleaning and tidying techniques you may need to use include:
 Spot cleaning – the ‘main’ or ‘full’ cleaning of (for
example) walls and floors will be the responsibility of
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the full-time cleaners
Element 3: Prepare and serve drinks
 Vacuuming floors – to remove dirt, dust and to generally keep the area looking clean and
presentable
 Sweeping – this may apply to the steps and areas immediate outside the lobby area where
guests arrive in vehicles and enter the venue
 Mopping – involving wet and dry mopping of hard floor surfaces to maintain their
appearance, clean up marks/spills and remove dust/dirt
 Removing litter – from the interior lobby areas and the immediate area outside the
entrance. Tasks include picking up rubbish with your hands (discarded newspapers, litter,
wrappers) and removing any debris from the external entry area
 Clearing tables – and other items of furniture (window ledges, service counters) of
used/unwanted items such as glasses, cups and sauces, cutlery and the clearing and
exchange of ash trays. Attention should also be paid to replacing coasters, book matches,
advertising material and other items as required
 Assisting guests to move luggage which is posing a risk to other patrons.
Retail outlets
Many venues provide outlets where guest can make purchases of a variety of retail products
and your responsibilities may involve servicing these shops in addition to cleaning and
tidying other areas.
Cleaning and tidying of these locations may require:
 Removal of litter – from floors and other areas as well as emptying of bins
 Spot cleaning
 Sweeping
 Vacuuming
 Mopping
 Dealing with spills, accidents and breakages.
Outside areas
Tasks will depend on the external facilities provided by the venue with standard
responsibilities including:
 Tidying of poolside areas – re-positioning pool chairs, lounges, tables and umbrellas
which have been used or moved by guests
 Removal of venue towels which have been used by guests
 Clearing of glasses, bottles, crockery and cutlery which have been taken outside and used
by guests
 Picking up litter, rubbish, used food or drink and other containers
 Rubbish and debris removal from car parks, walkways, footpaths and driveways
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 Sweeping of the footpaths outside the venue
Element 3: Prepare and serve drinks
 Cleaning up spills and breakages
 Hosing areas to remove dirt, dust and debris
 Tidying sports areas (tennis courts, bowls links).
3.4 Identify equipment and items requiring maintenance and report to the appropriate
person
Introduction
You were advised of the need to identify and report equipment and items requiring
maintenance when servicing food and beverage service areas and the same requirement
applies when servicing public areas.
The need for constant awareness
All your cleaning and tidying activities must incorporate an awareness of the need to be alert
to any items requiring maintenance, attention or servicing. When cleaning and tidying public
areas this is of special importance because of the high volume of guests who are in the area
whose safety could be jeopardised by the presence of unsafe equipment or items.
Ways to detect equipment and items requiring attention
The use of your senses (your senses of sight, hearing and smell) are central to identifying
things requiring attention.
You must be alert to:
 Items which look dangerous or unsafe – because (for
example) they are physically damaged, are out-of- balance or
leaning precariously or have some component of them posing
a physical risk to members of the public
 Anything which sounds unusual – this can indicate equipment
which is not operating properly and is about to – or has
already – failed: for example, items of machinery or
equipment which are making strange noises or creating
sounds which indicate a problem
 The presence of smells which indicate a problem – such as the distinct odour of smoke,
electrical smells caused by over-heated electrical appliances, or the smell of gas or
chemicals.
Taking action
If you identify any of the above you must:
 Take action to fix what you can – if the ‘fix’ is obvious and it is safe to do so
 Report it.
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If you cannot fix the problem, you should:
Element 3: Prepare and serve drinks
 Turn the item causing the problem off – or take other
appropriate action depending on the cause and/or type of
problem
 Stop using the item if it is unsafe – and prevent
others/guests doing so: put a ‘Do Not Use’ or ‘Out of
Order’ sign on it or remove it from the area
 Complete ‘Report Fault’ paperwork and submit to the appropriate person or
department.
Reporting the problem
Report the situation verbally to:
 Your supervisor
 The manager
 The owner
 The Maintenance Department.
An internal, written ‘Maintenance Report/Request’ (or similar) may also have to be
completed.
3.5 Use appropriate interpersonal skills when cleaning and tidying to optimize guest
experience
Introduction
The same interpersonal skills applied when cleaning and tidying food and beverage service
areas must be used when cleaning and tidying public areas.
At all times when cleaning and tidying when guests/patrons are present there is a need to
apply appropriate interpersonal skills. In addition to the already stated need to cause
minimum disruption to guests this section identifies several other necessary skills which must
be applied.
Examples of appropriate interpersonal skills
The following are regarded by the industry as necessary when you interact with guests as part
of your cleaning and tidying duties – they must be applied at all times, to all customers, as
appropriate to the situation:
 Greeting guests – as they arrive
 Farewelling guests – as they leave the premises
 Providing comprehensive and accurate product and local knowledge – or:
 Directing them to someone who can provide the required information – such as
Reception staff or Concierge. The guest should be escorted to the relevant person, and
39
introduced
Element 3: Prepare and serve drinks
 Showing them to the local visitor information display
 Assisting guests – this should be done not only in response to direct requests for help but
also by observing guests and anticipating their needs. Assistance may be provided in
relation to:
 Giving directions to local destinations and attractions
 Helping them with luggage
 Making bookings at the venue for guests such as dining rooms/restaurants, spa
facilities, sports areas, accommodation
 Arranging for supplementary assistance from other staff to help the guests – this may be
necessary when:
 You do not know the answer to their question
 The topic being discussed is outside your personal scope of authority to deal with
 You are engaged in activity which prevents you providing the patron with the
assistance they are seeking.
Why apply these skills?
It is important to apply appropriate interpersonal skills in order to:

Meet guest expectations

Respect the guests and demonstrate their value to
the venue

Demonstrate customer focus

Encourage repeat business

Enhance and optimise the guest experience at
the venue.
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Element 3: Prepare and serve drinks
UNIT 2
OPERATING BAR
(D1.HBS.CL5.04)
Element 1: Prepare bar for service
1.1 Set up bar display and work area in accordance with enterprise requirements
Introduction
Before work starts in a bar it needs to be set up for trade. This
Section identifies important set up work to be covered as part
of this process.
Context for this Unit
This unit describes the performance outcomes, skills and knowledge required to carry out bar
operations in a range of hospitality enterprises. It reflects the role of a bar attendant and
applies to bar operations in all hospitality sectors, including all types of bars. It relates to the
service of a range of alcoholic and non-alcoholic beverages commonly found in a bar.
Different countries will have various legislative requirements in relation to service of
alcohol.
Need to set up the bar
Bars need to be properly set up prior to service for two important reasons:
 To ensure the bar is fully ready to provide service to
customers when they arrive – everything must be
ready, everything needs to be in place. You have to
give the impression you were ready for the
customers and had prepared for their arrival
 To make sure the bar looks appealing to customers –
there is a need for the area to be neat and tidy and for
staff to be able to focus on customer service when
they place an order, rather than spend/waste time
doing tasks which should have been done prior to
opening.
Types of bars to which this unit applies
This unit applies to the operation of all bar types including:
 Permanent bars – bars which are “in place” all the time
 Temporary bars – bars which are established for short-term reasons such as parties, special
events, or to cater for especially high levels of trade
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Element 3: Prepare and serve drinks
 Dry till bars – see below: a bar where drinks are served but no money changes hands.
What is involved in bar service?
Understanding what a bar does is useful as it gives a context and focus for the set up duties
which need to be performed. In general terms, bar service will include the preparation and
service of a range of drinks including:
 A variety of mixed drinks – which may be served in short (capacity approx. 140 ml) or
long glasses (capacity approx. 200 ml) and served using either a full nip of spirits (30 ml)
and/or a half nip (15 ml) nips
 A range of cocktails – some bars promote cocktails more
than others. Some bars have a limited range of house
cocktails while others boast a comprehensive range
 Beers – draught and packaged. Draught beer comes from
kegs/barrels and is the beer “on tap” – packaged beer
refers to all the beer available in bottles, stubbies and
cans. Not all bars have “draught” beer
 Spirits – these may be:
 “Neat” - served on their own with nothing added
 “On ice” – served only with ice: also known as “on the rocks”
 Mixed with aerated waters (such as cola, lemonade, dry ginger, lemon squash) or juices
 Liqueurs – these are usually served on their own (a serve size is 28 ml – 30 ml) but may
be served over ice, mixed into a cocktail or in some cases added to coffee
 Wines – still table wines and sparkling wines (red and white)
 Non-alcoholic beverages – fruit juices, still and sparkling waters and aerated waters/soft
drink: aerated waters may be dispensed from bottles, cans or post mix
 Fortified drinks – which include sherry, port, muscat, tokay and frontignac. A standard
serve size for a fortified wine is 60 ml.
Enterprise requirements
Enterprise requirements and standards will apply to the set up of a bar and the following
requirements may apply – set up:
 Must support and reflect the style of service being offered
 Needs to accommodate and embrace the equipment being used
 Will vary with the size and layout of the bar
 Will vary depending on staff numbers working in the bar and helping with set up tasks
 Must comply with required food safety requirements.
Opening procedures
“Opening procedures” is a generic term used to describe the tasks needed to set up/prepare a
bar for service. Opening procedures will vary between establishments and will vary between
39
bars in the same business.
Element 3: Prepare and serve drinks
Opening procedures may include:
 Connecting the draught beer – where bulk beer is served you may be required to:
 Turning on instantaneous beverage chillers
 Drawing beer through to taps and testing/examining for quality
 Turning on espresso coffee machine
 Setting out drip trays – with de-maturing agent – under beer fonts
 Setting out trays and racks – ready to hold dirty glassware
 Checking stock levels of all beverage items – where any beverage item is “out of stock”,
other staff should be notified of this and effort made to order/obtain what is required
 Collecting clean cloths/swabs, tea towels and bar runners
 Laying out bar runners, coasters, tent cards, promotional materials and other items as
required
 Setting ashtrays in smoking areas
 Checking equipment and bar utensils are clean and in working order – this check should
include all operational bar equipment (such as refrigeration, beer taps, blenders, ice
machines, ice crushers) as well as all ancillary items such as lighting, air conditioning,
music systems, vending machines, advertising signage
 Placing racks of clean glassware out into their service positions – this requires glasses to
be placed into a glass chiller which will also need to be turned on
 Checking glassware – to ensure they have no cracks, chips, lipstick marks: all glasses
must look clean
 Placing spirit pourers on the appropriate bottles – ensuring sufficient supply of liquor
 Preparing garnishes – most bars prepare standard garnishes such as lemon and
 orange slices, and lime quarters: where a strong demand for cocktails exists there will be a
greater demand for a bigger range of garnishes (cherries, cucumber, orange wheels,
pineapples) plus the likelihood of a need to prepare sugar syrup, sour mix, and fresh juices
 Checking bar displays and all promotional material – refilling as required
 Re-stocking accessories for cocktails – straws, decorations, glassware
 Stacking and ensuring cleanliness of service trays
 Filling up ice buckets/tubs
 Collecting cash drawer and placing in cash register – checking or replacing register
journal.
Additional pre-service considerations
Dry till, tab or account
Most bars, with the exception of those operating within an accommodation venue, will trade
on a cash basis.
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Element 3: Prepare and serve drinks
Some bars will also have credit card and electronic fund transfer facilities. However, from
time-to-time the bar may run a „dry till‟, a „tab‟ or an account for a customer. This can be
used (sometimes only with prior arrangement and approval from management) where a group
or party wishes drinks to be served to them without the need for payment every time they
receive a drink. When you run a dry till, tab or account, the selling prices of all the drinks
served are rung up (or otherwise recorded) behind the bar, and the bill is then paid by the
appropriate person (such as the person organizing an event, or the host of a small party): in
some cases, the account is pre-paid.
On some occasions, the person paying the account sets a pre-determined dollar amount up to
which they will pay. It is usual to notify this person shortly before this amount is reached, as
they sometimes extend the amount they have agreed to spend. Otherwise, when the set
amount has been reached, people start paying for their own drinks.
There may be limitations on what people can order when a dry till is being used – for
example, customers may only be able to have draught beer, soft drink and house wine: if
guests want to drink spirits or bottles of wine they have to pay for their own drinks.
Inclusive packages
In some bars on some occasions – regularly or rarely – staff will
be expected to deal with „inclusive packages‟ situations. This
may be where a busload of patrons arrives for a meal and the
arrangement is they are entitled to one or more prescribed drinks
as part of the package. There are usually limits about what sort of
drinks can be dispensed for these packages: the arrangement may
only include house wine, draught beer and soft drinks. In other
circumstances, patrons may only be allowed one set drink, or one
drink from a restricted drink list.
Check with management to see if patrons are allowed to up-grade their drinks if they pay the
difference: also check to see if any additional 'special' limitations or extras apply. In some
other cases, people on a package will not receive any free or inclusive drinks, but are eligible
for a set discount across a range of drinks.
In package deal situations it is critical to ensure:
 Only people eligible for the package deal receive drinks
 Patrons only receive the number of drinks they are entitled to Patrons only receive the type
of drinks covered by the deal.
Pre-set drinks
On special occasions – the exact nature of these occasions is limitless but it is common – a
group, business or individual may arrange a mini-function where they pay for a set amount of
specified beverages. In such a scenario the guests may arrive at a given time, and receive one
or several drinks from a prescribed list – examples include a sherry, a glass of sparkling
wine, a set cocktail. If patrons want anything else, they have to pay for it themselves.
Beware: you will have to apply excellent customer service skills with patrons who have to be
39
told their favorite drink has not been included on the 'free list'!
Element 3: Prepare and serve drinks
Open bar
The term “open bar” is used for functions where there is no
limit on the type of drink guests can order. Whereas
many/most functions will have some sort of limitation on
what guests can have 'free of charge' an open bar means there
are no such restrictions.
Note: despite the above definition, there are variations on a theme – at some venues an open
bar will include bottled premium products and wine whereas other venues will exclude these
from their definition of an open bar. You will need to check with your supervisor.
1.2 Check and restock bar products and materials where necessary in accordance with
enterprise requirements
Introduction
An important part of setting up a bar is to ensure all the required products and materials are
available and ready to use. This Section identifies items which need to be checked, possible
enterprise requirements and what to do if things are not as they are supposed to be.
Products and materials to check
The exact nature and type of products and materials to check will depend on the individual
bar where you are working. Some bars have very basic requirements and others have
extensive requirements.
All types of drinks
You need to check:
 Alcoholic beverages – beers, wines, spirits, liqueurs
 Non-alcoholic beverages – aerated waters, fruit juices, milk, cream.
Checks must ensure:
 Sufficient quantities of all items to meet expected trade
 Juices, milk and cream have not exceeded their “best before” or
use by” dates
 Stock is readily accessible
 Back-up supplies are available.
Garnishes
You need to check:
 The garnishes commonly required by the bar are prepared and available – these will
include basics such as slices of lemon and slices of orange
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Element 3: Prepare and serve drinks
 Ingredients are available to enable preparation of extra and/or other
garnishes as possibly needed by the type of drinks offered on the
drink list.
Cleaning equipment
You need to check:
 Equipment and service counters are clean and ready for service
 All equipment used in the preparation and service of drinks is clean
 Cleaning materials (chemicals, cleaning agents and cleaning tools and cloths) are available
and ready to use if needed during trade.
Refrigeration equipment
You need to check:
 All refrigeration units are turned on
 Items are operating at the required temperature:
 Units containing food (milk, cream, fruit) should operate at 5°C or below
 Drink units may have a nominated temperature for different types of drinks – such as
2°C for beer fridges.
Utensils and equipment
You need to check:
 All required utensils are available – items may include:
 Chopping/cutting boards and knives
 Bar spoons to stir drinks
 Cocktail shakers
 All required equipment is available – items may include:
 Blenders
 Ice crushers
 Glass chillers
 Utensils and equipment are safe to use
 Items are clean
 Sufficient utensils and equipment are available
 Items are laid out in their correct location.
Cloths and towels
You need to check:
 All required linen is available – such as bar runners/towels, swabs, tea towels, cloths
39
 Items have been washed and are clean
 Sufficient quantities are available
Element 3: Prepare and serve drinks
 Items look appealing – not torn, tired or shabby.
Display items
You need to check:
 Advertising and promotional materials are available – these may include:
 Tent cards
 Menus
 Drink lists
 Book matches
 Signage and posters
 Sample products located strategically to encourage sales
 Special displays have been created as required – these may include:
 Displays to support a theme
 Displays for a special event/party
 Displays in a dining area to promote wine.
Enterprise requirements
Enterprise requirements relating to re-stocking bar products may include:
 Only the supervisor may be authorised to order
stock
 A requisition must be used to order all stock
 Stock can only be ordered to re-stock the bar to a
nominated par level
 An inter-departmental transfer form must be completed if stock is taken from another bar
or department
 All stock delivered to a bar must be immediately secured and stored behind the bar or
under refrigeration (as appropriate)
 New stock delivered to the bar must be rotated using the FIFO method – meaning new
stock is placed behind old stock.
Action to take if items are not available or things are not correct
You may need to:
 Advise your supervisor – tell them of your concern and they will take the necessary action
 Order necessary items (materials, ingredients, utensils, equipment, linen)
39
 Undertake cleaning which has not been properly done
 Put away deliveries to the bar which have arrived
 Create (or replenish or tidy) displays.
Element 3: Prepare and serve drinks
1.3 Ensure service equipment is clean, operational and ready for use
Introduction
Service equipment must be clean, operational and ready for use when the bar opens for
business. This Section identifies service equipment which may need to be checked, how to
check items and presents general hygiene requirements for bars.
Service equipment
Service equipment will vary between bars but can include:
 Bottle openers – which may be hand-held or countermounted: check they are clean, safe and operational
 Corkscrews – these may be hand-held (“waiter’s friend”) or
counter-mounted units: check they are clean and safe to use
 Measures – these are items used to dispense controlled volumes of liquor. They include:
 Egg cup measures – double-ended items into which
liquor (usually spirits) are poured to measure quantity
dispensed
 Egg cup measures are usually 30 ml (at one end) and 15
ml at the other, but are also in 30 ml and 60 ml varieties
 Optics – these are inserted into the necks of bottles (usually spirits) to measure the
volume of liquor dispensed
 Common sizes for optics are 15 ml and 30 ml
Check to ensure they are clean, not leaking and fitted to all spirits commonly used behind the
bar.
 Glassware – glassware includes glasses and jugs.
 Jugs are used to serve water, contain bulk quantities of
fruit juice, sour mix, or other liquids. Alcoholic
beverages may also be served in jugs. Glasses refer to all
the types of glasses used by the venue to serve the drinks
they offer for sale. See “Glassware” below for
information on specific types of glasses, what they are
used for and their volume. Check to ensure all glassware
is clean and undamaged (no cracks or chips)
 Knives and chopping boards – these are required to cut and peel fruit. Check they are
clean, safe to use and sufficient in quantity to address expected level of trade
 Ice containers – you may be required to work with:
 Containers of ice behind the bar for use when adding ice to drinks
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Element 3: Prepare and serve drinks
 Ice buckets – used when serving bottles of white wine and sparkling wine to customers.
Make sure ice containers behind the bar are full and clean. Make sure ice buckets are
clean, look attractive and are readily accessible
 Tongs and scoops – tongs are used to lift/place pieces of fruit or ice into drinks to avoid
having to handle fruit/ice with the bare hands. Scoops are used for retrieving ice from ice
making machines and ice containers. A glass must never be used to remove ice from an
ice machine or ice container as it can easily break causing bits of glass to mix with the ice
presenting a serious hazard to customers. Check tongs and scoops are located where they
should be, are clean and sufficient in number. Coasters – these are an effective way to
promote drinks, cocktails and the venue. You will need to place them on the bar, service
counters and tables as part of opening procedures. It is an industry standard “used”
coasters are never re-used as they look unclean
 Bar mats – these are towels/runners placed on the bar to enhance
presentation and absorb spills from drinks. Make sure they are
clean and presentable, and placed to cover the required bar
counter areas
 Refrigeration equipment – includes under-counter storage units
and glass-fronted display units. Check to ensure they are clean
and attractive (no dirt or marks), fully stocked, and working as
required (at the correct temperature)
 Post mix – these unis provide bulk aerated waters at point of service. Check to ensure:
 All flavors are working/providing drink as required – that is, carbonation is correct and
the strength of the product is correct
 Temperature is correct
 Sufficient syrup available
 The unit is clean and attractive
 Beer dispensers – where bulk bee is used, you need to check to ensure:
 Beer is coming through every beer tap/beer line to be used
 Temperature is correct
 Taps are operating correctly – turning “on” and “off” properly
 Drip trays are in position – and have de-naturing agent in them
 Service trays – where drinks are served to tables, there will be a need to ensure drink
service trays are ready. Check to ensure:
 They are clean
 There is sufficient number
 Anti-slip mats are fitted (if used by the venue).
39
Glassware
Element 3: Prepare and serve drinks
Beverages can be served in a variety of glasses. The following types are the most commonly
used:
 Highball glass – a long, straight-sided glass holding 200 – 300
ml and used for cocktails such as Harvey Wallbanger, Collins
and Tequila Sunrise. The Highball is also a popular glass for
serving fruit juice, soft drinks and long, mixed drinks
 Pilsener – a beer glass (200 ml upwards in size). Mugs/handles
are also used
 Martini glass – the most well-known cocktail glass, featuring a
classic V-shape (approximately 90s ml capacity) used for
Martinis and other small volume cocktails
 Manhattan glass – a larger version (180 – 200 ml) of the Martini
glass used by many as their generic cocktail glass
 Old fashioned glass – a squat glass (short and wide) of
approximately 200 ml used for cocktails such as a Black
Russian. Also commonly used to serve neat spirits, spirits
served on-the-rocks, and short mixed drinks
 Colada glass – curvy glass of 300 – 400 ml capacity used for
cocktails such as Coladas, Fluffy Duck and Mai Tai
 Champagne flute – a purpose-built glass used to serve
Champagne and a range of Champagne cocktails. Capacity
varies between 160 ml – 200 ml
 Brandy balloon – a short-stemmed, large-bowled glass used to serve straight Cognac as
well as Brandy Blazers, White Russian and other cocktails. This style of glassware comes
in a very wide selection of sizes from 200 ml to 4 litres. The really large ones are used for
display purposes, not for the presentation or service of drinks
 Test tube – test tube-shaped glasses (holding approximately 60 ml) commonly housed in a
wooden or metal rack. Can be used as the glass for service of drinks, or (to enhance
showmanship) as the vessel from which ingredients are poured into a glass when making a
cocktail. Some venues do not use these glasses as they believe they encourage
irresponsible consumption of alcohol
 Liqueur glass – a small glass (28 – 30 ml) used to serve a
straight liqueur or a liqueur with cream floated on top
 Shot glass – small glass (45 – 60 ml) used for Shooter
recipes and for serving single shots. Some venues do not use
these glasses as they believe they encourage irresponsible
consumption of alcohol.
 The choice of glass will be dictated by:
39
Element 3: Prepare and serve drinks
 House policy – such as the designated glass as listed in a
house recipe. For example, the venue may use Manhattan
glasses (or some other generic glass) for the majority of its
cocktails
 Tradition – certain cocktails are traditionally served in certain glasses: cocktail books and
house recipes will specify what is required.
Cleaning glassware
To achieve clean glasses, standard industry practice is to:
 Wash glasses after every use by hand or in a glass
washing machine, ensuring:
 Water used is a minimum temperature of 70˚C
 Appropriate detergent is used and diluted according to
manufacturer’s instructions, as or if required
 Store glasses correctly. Clean glasses must be stored so
they do not become re-contaminated.
All glasses must be inspected before use to check they are clean and suitable for use.
Websites on glassware
Take time to visit the following to gain an understanding of the glasses available and the
names for the different glasses:
How to check items
Making the necessary checks will include the following activities:
 Visually inspecting items – to ensure they look attractive/appealing and to check they are
“in place” : see also Section 1.3
 Counting items to ensure there are “enough” for the expected level of trade
 Verifying the temperature of:
 Refrigeration units – by reading their temperature
 Draught beer – by using a beer/food thermometer
 Testing items – to make sure they are working
 Inspecting areas and items – to ensure they are safe
 Tasting products – such as draught beer to ensure it has no “off flavours”.
General bar hygiene issues
Beverages are classified as food and all the requirements applicable to safe food handling
also apply to beverages. The following actions are the basic requirements for people who
work behind a bar:
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Element 3: Prepare and serve drinks
 Use a fresh glass for every drink – do not re-fill a previously used glass, as this may be a
source of contamination to drinkers
 Handle glasses by the base or stem to avoid contamination of
the glass by your fingers – do not touch glasses around the
rim of the glass
 Use a fork or tongs when putting fruit or ice in a glass – do
not use your fingers
 Do not re-use any fruit, straws, beverage, garnish left by a customer or which comes back
from the tables – all waste must be thrown out
 Ensure drinking straws are correctly stored – they should be stored so they are kept free
from flies, dust and contamination. They must be able to be obtained one at a time without
the others being touched so it is not acceptable to store straws in a drinking glass on the
bar counter
 Check glass washing machine has detergent, and is operating at the prescribed temperature
(70˚C)
 Put de-naturing agent in drip trays – there must be sufficient de-naturing agent to actually
de-nature the waste beer and stop the premises pouring this waste beer back into the barrel
 Do not re-use 'waste' beer (waste beer includes beer left by patrons or beer derived from
flushing out the beer lines prior to ending trade for the day, or prior to cleaning them) –
this includes beer returned from tables in glasses and jugs
 No smoking or spitting behind the bar
 Wash hands at all times kitchen-based food handlers are required to wash their hands–
such as after handling chemicals, after using toilet, after handling rubbish
 Ensure you have clean clothes, hands and fingernails
 Stay away from work if ill or suffering from an infected cut: notify doctor of food handler
status – bring a medical clearance stating fitness for work on return
 Do not substitute brands or water down any beverages
 Ensure all glassware and utensils are clean – plates and glasses must also be free of chips
and cracks.
1.4 Store items in the correct place at the correct temperature
Introduction
In the same way foodstuffs must be stored under the right conditions, so too must bar
products be correctly stored. Some products are stored at room temperature, some are stored
under refrigeration and some are stored in purpose-designed and built units.
This Section requirements and issues relating to the correct storage of bar items.
39
The basics of storage
Element 3: Prepare and serve drinks
Stock rotation
As mentioned stock should be rotated using the FIFO stock rotation method. New stock must
be placed behind existing stock – the existing stock must therefore be brought/moved
forward.
Rotating stock in this way ensures:
 Warm stock is placed behind cold/refrigerated stock – meaning
the customer will get a cold bottle/can rather than a warm one
 Stock is used in its correct sequence – helping to avoid out-ofdate stock.
Note: some premises may buy certain red and white wines with a view to “laying them down”
for a number of years to age and grow in value. These wines should be clearly identified and
these wines will not be rotated on a FIFO basis.
Storage basics
Beverages must be stored in the right place, and at the right temperatures. This may include
keeping:
 Packaged beer in a cool storeroom or in a refrigerated cool
room – this is a requirement where the bar also doubles as a
bottle shop and where bar staff are also required to sell
products for take-away/consumption off the premises.
Packaged beer for service in the bar should be kept in
refrigerators at service temperature (1°C to 3°C)
 Beer kegs in a cool room or cellar – for remote pull systems
the recommended temperature range is 5°C to 10°C and for
direct pull systems the recommended temperature range is 1°C to +1°C
 Debate exists as to the optimum storage temperature for red wine – some will nominate a
precise temperature (say, 15°C), others will nominate a temperature range (say, 14°C to
18°C), while others will indicate different reds should be stored at different temperatures
depending on where they were made, the grapes used, and the vintage. This said, generally
speaking, reds are kept at “room temperature” in a room out of direct sunlight: red wine
bottles should be stored lying in racks, on their sides, to keep any corks wet – this stops
them drying out and allowing the wine to oxidase. Where the red wines are capped with a
Stelvin seal (screw cap), it makes no difference whether the bottle is stored standing up or
lying down because the seal is air-tight: tradition may require the venue stores Stelvincapped wines lying down to fit their red wine display racks
 White wine is best kept stored in a cool storeroom or placed in a refrigeration unit until
required. In practice this will usually mean they are stored at around 2°C to 3°C even
though there may be very legitimate reasons for storing them at (slightly higher)
temperatures, up to 10°C for some whites in order to enhance their flavour. Check the
following sites for additional information about the storage temperatures for wine:
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Element 3: Prepare and serve drinks
 Dairy items (milk, cream) should be kept under refrigeration (below 4°C) at all times
 Juices can be stored in a cool storeroom and or in a refrigerator (below 4°C) until service
 Spirits and liqueurs are to be stored in a cool storeroom or on shelves in a bar: keep out of
direct sunlight
 Fortified wines can be stored at room temperature but some establishments require their
dry sherries (only) to be stored under refrigeration.
Storage options
Behind a bar the common storage options are:
 Refrigeration units – for beers, aerated waters, white wines, fruit and dairy products
 Storage cupboards – for general purposes items such as stationery, accompaniments (see
next Section), swabs and towels, back-up supplies of stock, spare utensils and equipment.
Wine units
The growth in the popularity of varietal table wines, the increase in customer knowledge
about them and higher levels of customer expectations has seen the need for many bars to
offer premium bottled wines for sale by the glass. This concept allows customers to enjoy
just one glass of a top quality wine without having to buy (or drink) the entire bottle.
The ability of premises to offer such wines by the glass has resulted in the growth of a variety
of wine dispensing units able to hold opened wine (at room temperature, or under more
controlled conditions [temperature and humidity]), using nitrogen to replace air/oxygen in the
bottle and avoid problems associated with oxidation.
Pest control
Standard pest control measures should be applied in a bar to control pests.
The three standard practices are:
 Build them out – this means:
 Blocking up holes where they can enter
 Fitting fly screens
 Chase them out – this means:
 Using sprays to get rid of flies, mosquitoes and other
flying and crawling pets
 Using traps to catch mice and rats
 Starve them out – this means:
 Cleaning the bar area regularly and properly
 Not leaving food or water lying around to serve as a source of sustenance.
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Element 3: Prepare and serve drinks
1.5 Prepare and stock a suitable range of garnishes and accompaniments
Introduction
Some bars will have very little in the way of garnishes and decorations, and some will have
quite a deal. This Section explains the need for, and identifies, garnishes and
accompaniments.
Need for garnishes and accompaniments
Over time bars have evolved into places where some decorations, coasters, garnishes and/or
accompaniments are required.
In many instances, these items are necessary:
 To meet customer expectations
 To meet competition
 To differentiate the establishment from the opposition.
Sample items
You may find the following „miscellaneous‟ items behind a bar to enhance the presentation
of drinks:
 Coasters – these can be placed on bar counters, tables,
shelving, and served with individual drinks
 Decorations – there is a wide range of animal figures,
umbrellas and the traditional mermaid
 Edible garnishes – usually lemon and orange slices, but can
include almost anything where the bar serves an extensive
variety of cocktails
 Non-edible garnishes – includes hollowed-out pineapples and coconut shells for eyecatching cocktails
 Drinking straws – these may be long or short, straight or flexible: they may also be
individually wrapped or stored in a container to comply with health regulations.
Preparation
It is important for these items to be prepared as part of the set up procedure, and re- stocked
in the same way that beverage products are ordered.
Garnishes
Garnishes should be prepared fresh for each service session. Where your venue stores leftover garnishes from previous sessions, these should be used first, before freshly made ones.
After cutting and preparation, garnishes may be:
 Stored on a plate or saucer
39
 Placed into a plastic or stainless steel container
Element 3: Prepare and serve drinks
 Covered
 Refrigerated.
Garnishes should be prepared as shortly as possible before service as leftover ones look tired
and unattractive.
See Section 3.4 for more detail on garnishes.
Accompaniments
Preparing accompaniments involves:
 Checking they are available
 Re-stocking supplies of drinking straws
 Ensuring the containers they are supplied in are open and readily accessible
 Placing individual decorations/items into other containers ready for use.
Element 2: Take drink orders
2.1 Receive customer orders
Introduction
When customers place a drink order, either at the bar or at the table, they expect they will
receive the drink they have ordered. This necessitates you noting or memorizing the order
correctly. Your employer also expects you to get the drink order right so you deliver high
levels of customer service and to avoid wastage caused when the wrong drink is mixed,
served and rejected by patrons.
This Section describes practices to ensure customer orders are correctly taken.
Greeting the customer
When taking a drink order, always greet all customers in a
friendly manner.
See Section 3.1 for detail on how this is done.
Taking orders
Accuracy is important regardless of whether the order is written down or memorized. If you
39
Element 3: Prepare and serve drinks
are not sure of exactly what is being ordered, ask the customer to repeat it or clarify it. You
should repeat the order back to the customer to check you have heard the order correctly.
Behind a bar, it is preferable for service staff to memories the
order, whereas an order taken at a table may have to be noted
down. In some cases, the person taking the order might not be
the same person who prepares or serves it so legibility and
clarity are important for hand-written orders. Many venues
use a standard order form and may employ a range of housespecific abbreviations familiar to all staff for example:
 OJ = orange juice
 DWW = Dry, white wine.
Make sure the order is clear
Lots of drink orders have the potential to be misinterpreted unless they are clearly explained.
For example, a customer may come to the bar and say “A beer thanks” and be quite clear in
their own mind about exactly what they are ordering, but they have nor stipulated:
 The brand they want
 The style of beer required
 Whether they want a can or glass
 The size they want.
The moral of this story is where there is room for confusion, ambiguity, options or
alternatives, make sure you clarify the situation, for example:
 If they order “rum” do they want:
 Dark, white or other?
 Under- or over-proof?
 Imported or domestic?
 If they order a “glass of white wine, do they want
 Dry?
 Sweet?
If ever there is the possibility of a mix-up, you must always clarify the order.
Enterprise standards
There are lots of variations possible for many commonly ordered drinks so businesses
usually have their own standards about how to interpret orders which may be unclear. It
would become very time consuming and repetitive to ask every customer to clarify orders
such as “Brandy and dry” – for example:
 Do they mean a full or half nip?
 Do they want it served in a short or long glass?
 Ice or no ice?
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Full or half nip?
Element 3: Prepare and serve drinks
It is usual for bar staff to interpret an order for a spirit as a request for a full nip (30 ml). This
means if a customer orders a “Vodka and tonic” you will serve them a 30 ml of vodka. House
rules may require you to ask the customer “Full or half?” but this can be time consuming and
tedious.
Some premises will have house rules preventing you from serving double shots of spirits or
liqueurs for responsible service of alcohol reasons – check with your supervisor.
Long or short glass?
If the customer does not specify whether or not they want a long or short glass, it is industry
practice to make the drink in a long glass (one of approx. 200 ml capacity). Once again,
house rules may require you to ask “Long or short?”
Ice or no ice?
If the customer does not mention whether they want ice or not it is standard practice to add
ice.
Note however any drink ordered „neat‟ should not have ice added.
A spirit ordered “on the rocks” means the customer wants it
poured over ice – nothing else added: no water, no mixer or
aerated water. Note to any drink order “with water” (such as
“Scotch and water”) should not have the water added by bar staff:
common practice is to pour the neat Scotch or other spirit into the
glass and offer the water jug to the customer so they can add the
amount of water they deem appropriate.
2.2 Check product or brand preferences with customer in a courteous manner
Introduction
There are many different products and brands available with more coming onto the market
seemingly everyday. It makes good sense and is excellent customer service to check with the
guest regarding their preference if they have not specified what they want. This Section
presents information to assist in ensuring customers receive the drink they want.
Personal preference
Some people are devoted to a certain brand and simply will not want to drink anything else –
if your bar does not stock their brand they will not drink a substitute. People like this will
usually switch drink type rather than drink an alternative brand.
Some people will prefer one brand but will be happy to drink something else understanding a
bar cannot possible stock every brand of spirit available. Other people consider price and
prefer to drink a cheaper, domestic brand if one is available – they will appreciate you
pointing this out to them.
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Pour and Call brands
Element 3: Prepare and serve drinks
Behind the bar, most venues stock a “Pour” brand, as well as several “Call” brands, and you
must know what these are in order to:
 Answer customer questions
 Provide the drink that satisfies identified customer need and preference.
Pour brands
A “pour” brand (sometimes referred to as a „house‟ brand) is the brand of spirit (or other
drink such as liqueurs or wine) used/poured if a customer does not specify a brand name. If
the customer simply asks for a “Scotch”, then they have not indicated a preference for one
particular brand so it does not matter what brand you pour them just so long as it is Scotch.
Usually pour brands are cheaper alternatives to recognized national brands but sometimes
they are the better known, better quality, premium brands.
Call brands
A “call” brand is the brand specified by or called out by the
customer. Instead of just asking for a “Scotch”, the
customer would ask for a specific brand – perhaps a
Johnnie Walker. Most bars will stock a range of call
brands, but no bar can stock them all. You need to become
familiar with the ones you stock so you can accept an order
straightaway, or inform the customer you do not stock their
preferred brand.
Always be alert to the possibility to up-sell the customer to a more expensive brand. Where
you do not have the call brand the customer asks for you should:
 Apologies for not having the brand asked for
 Offer an alternative.
2.3 Provide clear and helpful recommendations or information to customers on
selection of drinks if required
Introduction
The majority of customers know what they want to drink and simply place an order with you,
but there can be times when customers need some help deciding on what to drink. This
Section highlights that advising customers is a perfect opportunity to provide excellent
customer service.
When might customers need help deciding what to drink?
Advice may need to be given when:
 Customers are unsure about what they would like – sometimes regular customers come in
and they are just bored with their normal drink,
 and want something a bit different
39
 Customers who have never been in the bar before are
uncertain about what you have available – they will
appreciate help about liquors stocked, brands available
and drinks which can be served
Element 3: Prepare and serve drinks
 The drink or brand customers have ordered is unavailable
– apologies then recommend an suitable alternative
 It is a special occasion for the customer or group – perhaps they have just won a
promotion, had a baby, or are celebrating a birthday: suggest something really different to
their traditional drink – Champagne or sparkling wine is a usual choice for many
 You have a new product in stock – let the customers know: tell them what it is like, what
it goes with, how much it costs, how strong it is, and so on.
 Perhaps the boss will let you give away a few free samples –
some companies will provide you with a couple of bottles to
encourage you to give some free taste tests
 The customer is feeling “off colour” or a bit low – you may
want to suggest some refreshing style of drink, or a nonalcoholic alternative to their usual
 They are dining – while a detailed knowledge of wine falls outside this unit, a very basic
rule of thumb is:
 White meat – white wine
 Red meat – red wine
Nonetheless, many, many people drink a nice white (say, a Chardonnay) with a steak and
there are many who are dedicated red wine drinkers and will drink a “good red” with
whatever they eat be it chicken, fish or anything else
 They do not want to drink alcohol, or they need to limit their alcohol intake – you have a
duty to assist patrons who do not want alcohol, or want only a little.
Be prepared to offer fruit juices, waters, mocktails (non-alcoholic cocktails), alcohol- free
wine and aerated waters. In addition, you must also become familiar with the alcohol strength
of the liquor you serve, so you can help people to roughly determine their BAC.
What advice should I give?
When advising customers, it is useful if you can give them information about:
 Price – this is the price for:
 Individual drinks
 Different size bottles/cans
 Special promotions – informing them of:
 Discounts applying at the time – such as “Happy Hour”
 Low prices for new drinks or brands being promoted at the time
 Details of the product – which may include details about:
39
 Flavour
Element 3: Prepare and serve drinks
 Ingredients it is made from
 Colour
 Aroma of the product.
Be prepared to let customers handle and have a look at the product
 Whether it is imported or domestic – including identification of the country of origin
 How it may be served or consumed – give the customers some options about how they can
experience the beverage:
 Can it be served over crushed ice?
 Can it be mixed with a fruit juice or aerated water?
 Can it be made into a cocktail?
 The alcoholic strength – never guess at this (for RSA reasons): read it from the label
 Any special points about the product – for example:
 Mention any awards it may have won
 Tell customers about special things like the worm in certain tequilas
 Inform guests about any special advertising campaigns running for it
 Tell them of any competitions people are eligible to enter if they buy it
 Explain the value-for-money it represents.
Element 3: Prepare and serve drinks
3.1 Greet customers in a polite, friendly and helpful manner
Introduction
Customer service is vital in the industry. The level of the customer service you provide can
be the factor which differentiates for the customer the venue where you work and your
competitors. This Section presents basic requirements for excellent levels of customer service
in all bar situations.
Greeting the customer
Basic elements of a greeting
When taking a drink order, always greet all customers in a manner that is:
 Polite – this includes:
 Using customer name of known
 Saying “Please” and “Thank you”
 Friendly – this includes:
 Smiling
39
 Showing interest in the individual
Element 3: Prepare and serve drinks
 Helpful – this includes:
 Making suggestions or recommendations
 Answering questions.
This applies whether you are taking orders at the table, or if the customer has come to the bar
to order. Customers must always be made to feel welcome and should never give the
impression they are an inconvenience. You may be really busy but serving customers
remains your Number One priority – everything else takes second place even though those
demands may be quite pressing.
Acknowledging and apologizing
If a customer cannot be served immediately, they should at
least be acknowledged verbally and with a smile – “Sorry,
I’ll be with you in a moment”. Never ignore customers who
are waiting to be served. Even a non-verbal
acknowledgement (a nod of the head, eye contact, a hand
signal) is appropriate in some circumstances.
Always try to serve customers in the order they were waiting – people become upset if served
after a person who arrived at the bar after they did. If things are so busy you do not know
who was next, the two options are:
 Ask customers who was next
 Work in a set pattern (left to right, or right to left) and serve the next person in-line in the
direction you are working regardless of when they arrived – most customers will quickly
understand what you are doing and accept it.
Check to see if your employer has other options or preferences and comply with what they
wish.
3.2 Prepare drinks in accordance with legal and enterprise standards using the correct
equipment, ingredients and measures
Introduction
The preparation and service of all drinks must conform to legal requirements and house
practices. A central aim is to achieve consistency of service and product.
Legal requirements
You must always ensure service of liquor aligns with the requirements of your country’s
liquor licensing laws. The specific requirements vary between countries so you need to
investigate exactly what applies, and what is allowed and prohibited:
 In your country
 In the various bars or service areas in your workplace there can be different legal
requirements in different parts of the same business.
39
Common liquor-related requirements
Element 3: Prepare and serve drinks
Many countries have regulations relating to:
 The age of people who can be served with liquor
 The age of people who can be in licensed venues –
even though they are not consuming alcohol
 Hours that liquor is allowed to be served
 Whether liquor can be served for drinking on or off the premises
 The areas from which liquor can be served and sold
 Who may be served with alcohol – prohibitions may apply to certain classes of people
 Behavior of people on licensed premises.
There may also be a requirement anyone serving alcohol must hold an RSA certificate.
Enterprise standards – drinks
Following are some enterprise standards used when preparing and serving drinks – they
indicate glassware, ingredients and measures. Remember each establishment may have its
own guidelines and these should take preference over the following to achieve the required
consistency and/or profit targets.
Soft drink
Glassware:
Highball
Method:
1/3 full of ice Add soft drink
Garnish/Additional:
Straw
Add a slice of lemon to mineral water, soda water, water, lemonade, tonic and squash
J
u
i
Method: c
e
Glassware:
Highball
1/3 full of ice Add juice
Garnish/Additional:
Straw
Slice of lemon or orange according to juice type
Spirit – ‘on the rocks’ or ‘on ice’
Glassware:
Old Fashioned
Method:
1/3 full of ice Measure of spirit (30 ml)
Garnish/Additional:
None
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Spirit with mixer
Element 3: Prepare and serve drinks
Glassware: Old Fashioned (for short glass) Highball (for long glass)
Method: 1/3 full of ice Measure of spirit Add mixer
Garnish/Additional:
Straw – optional
Lemon garnish – in clear spirits: vodka, gin, tequila
Orange garnish in all orange-based drinks
Liqueur – neat
Glassware: Liqueur glass
Method: Measure of liqueur
Garnish/Additional:
Liqueur – with mixer
Not normally
Glassware: Old Fashioned or Highball
Method: Measure of liqueur Add mixer
Garnish/Additional:
Straw
Lemon or orange garnish if required
Wine – red or white
Glassware:
Wine glass
Method:
Dispense out of cask or bottle
Garnish/Additional:
Bottled beer
None
Glassware:
Pilsener or Pot/Handle
Method:
Open bottle
May need to pour beer before serving (tilt the glass to avoid creating a large head), or house rule
may be to allow customer to pout their own
Garnish/Additional
Normally none (lemon or lime wedge with Corona)
Draught beer
Being able to “pull a beer” is an essential skill for all bar staff. It is important when pulling beer
to avoid spillage or wastage: beer costs money, you’re your boss will not be impressed if you
waste it.
A good beer:
 Has about 2.5 cm of head
 Should be cold enough to put a frost on the outside of the glass
 Should be slightly effervescent. Glassware to choose from can
include:
 Pot
 Handle
39
 Pilsener
Element 3: Prepare and serve drinks
 Glass.
Pouring draught beer
The following are the steps involved in pouring a draught beer.
1. Keep the glass away from the tap, hold the glass on an angle to
break the fall of the beer.
2. Never hold the glass straight up and down, or the beer will have
too much head: do not knock the glass against the tap or it may
crack or chip the glass.
3. Turn the beer tap on quickly and ensure the glass is angled so beer
hits the side of the glass about halfway down the main trunk.
4. Never turn the tap on slowly, or the beer will “squirt” out from the beer tap and result in
loads of froth and wastage.
5. As the glass starts to fill and the beer reaches three quarters of the way up the side of the
glass, lower the glass away from the tap and straighten it.
Keep pouring beer until the glass is full and has the appropriate amount of head: you may have
to “drop” the glass to get the “head” right.
Things to remember when pulling draught beer
Do not over-pour beer
If you fill the glass too much this will:
 Give the beer no head
 Waste beer
 Produce a very unattractive looking product.
Check the quality of the product
If beer is pouring heady, cloudy, slow or warm, alert the appropriate person (cellar person,
supervisor) immediately.
Always use clean glasses
It is standard practice to use as fresh glass for every beer – you
should not re-fill a previously used glass. Grease from people’s
lips (who are eating a meal) and lipstick can flatten beer. Ensure
glasses have lipstick removed – hand washing can be necessary to
achieve this. Make sure glasses are not cracked or chipped before
using them: a visual inspection is required.
Never touch/knock the glass on the tap
This is a common way in which expensive glasses can be chipped, cracked or broken.
Hold the glass near the base
Glasses must not be held around the rim – it looks bad to the customer and raises cross39
contamination and hygiene issues.
Element 3: Prepare and serve drinks
Hold the glass around its bottom half/part. Never put your fingers in the glass.
Do not let beer flow over the side of the glass
This is not only wasteful but it really annoys customers when they pick up their beer and it may
drip down on their clothing.
Non-alcoholic beverages
As with alcoholic drinks, customers may have individual preferences for their nominated nonalcoholic drinks.
Bar staff must ensure they treat the service of non- alcoholic
drinks with the same expertise and professionalism as they
do the sale and service of alcoholic drinks – the
consumption of non-alcoholic drinks is rising (given drinkdriving legislation, health concerns and social issues related
to alcohol consumption) plus establishments often obtain a
better financial return on non-alcoholic drinks than they do
on alcoholic ones. Non-alcoholic drinks can be hot or cold.
The usuals
In many establishments, the only non-alcoholic drinks are the “traditional” sort – proprietary
brand lines of fruit juices, aerated waters and waters.
Examples are:
 Juices – tomato, orange, apple, pineapple, mango
 Waters – a wide range includes still, sparkling, mineral, and even tap water
 Aerated (also known as „carbonated‟) waters – these are the soft drinks such as cola, lemon
squash, dry ginger, lemonade, soda water, tonic water: these may be dispensed from a postmix machine or served from bottles or cans.
Mocktails
MOCKTAILS is a trade mark. Excellent recipes for mocktails can be
found in Graeme Goldsworthy‟s book “101 MOCKTAILS”.
Mocktails are non-alcoholic cocktails looking like an alcoholic drink,
served in the same style of glass as an alcoholic cocktail but contain
zero liquor. Your establishment may have a special Mocktail List, or
you may work in a venue simply serving traditional non-alcoholic
drinks such as fruit juices and soft drink/aerated waters.
You can invent your own mocktail – ensure it is tasty, looks inviting and of course, contains no
alcohol.
Frappes
Frappes are cold drinks made by blending ice together with other ingredients such as coffee,
fruit, milk, flavourings, yoghurt and/or fruit juice. They can include shaved ice with ingredients
poured over it. They are very popular where customers are health conscious and/or where there
39
is a strong demand for non-alcoholic beverages to be served.
Element 3: Prepare and serve drinks
Coffee
When you work behind a bar you may be required to operate a variety of coffee
equipment/machines:
 Dripolator – “Cona”-style filter coffee: frequently used in self-serve situations
 Plunger – available in different sizes and may be placed on the customer’s table for self-serve
 Espresso machine – very popular for service of cappuccinos etc
 Percolator - may be used at large functions: can hold over 50 cups.
All coffee machines should be wiped down externally during a shift and dismantled and cleaned
fully at the end of each shift.
There are many different types and models of coffee machines – in-house/on-the-job training
will show you how to use the one at your workplace.
Coffee recipes
Cappuccino – normal cup
 1/3 espresso coffee
 Fill cup with 80% hot milk
 Top with milk froth
 Sprinkle with chocolate powder.
Flat White – normal cup
 Use the same recipe as for a cappuccino
 No froth
 No chocolate powder.
Short Black – demitasse cup
 Fill small (demitasse) cup with black coffee.
Café Latte – coffee glass
 Fill glass with 1/3 coffee
 Top with hot milk.
Ristretto – demitasse cup
 Shorter than a short black and double the strength of a short black.
Vienna Coffee – tall glass (handled)
 Same as a long black
 Top with whipped cream
 Sprinkle with chocolate powder.
Iced Coffee – tall glass with a spoon
39
 1/3 cold espresso
Element 3: Prepare and serve drinks
 Add ice cream
 Top with cold milk
 Top with whipped cream
 Sprinkle with chocolate powder.
Tea
While the service of coffee has started to become popular in some bars, the service of tea has
not reached the same heights. There are many types of tea available with some featuring
effective eye-catching displays for presentation on the bar/behind the bar to promote the sale of
teas:
 English breakfast
 Irish breakfast
 Ceylon breakfast
 Darjeeling
 Earl Grey
 Jasmine
 Chamomile
 Peppermint.
Depending on the establishment, service of tea can be:
 In a teapot
 In a cup using a tea bag.
Tea should be served with milk (white tea) or slices of lemon (black tea) on the side.
Never forget to provide the customer with a plate for the used tea bag, where appropriate.
Iced tea – highball glass
 Make quarter of a cup of strong tea
 Place tea in shaker full of ice
 Shake and strain into a glass full of fresh ice
 Garnish with a slice of lemon.
3.3
Serve drinks promptly and courteously
Introduction
Once the drink order has been taken, it is important to prepare and serve all beverages in a
prompt and courteous manner according to known or stated customer preferences. This
Section explains the requirements for prompt and courteous bar service of beverages.
Providing prompt and courteous service
The basics elements of providing prompt and courteous service for drinks are:
 Thank the customer for placing the order – always thank the customer for every order they
place
39
 Fill the order as quickly as possible – this may involve:
Element 3: Prepare and serve drinks
 Making the drink straight-away
 Preparing the drink “in turn”
 Interpret the order properly – make sure you:
 Comply with special instructions made by the customer, such as “extra ice”, “long glass”
or “two slices of lemon”
 Use the ingredients requested by the customer – where possible
 Apply house “standard recipes” for the preparation of mixed drinks and cocktails –
where customer wants to depart from these standard practices there may be a need to
charge extra for different ingredients or extra ingredients
 Never sacrifice accuracy and cleanliness of drink preparation for speed – customers will
always prefer to have a properly made/served drink rather than one which gives them less
than what they paid for, and/or is served in a sloppy fashion
 Use the right glass for the right drink – the basis for this is:
 House recipes
 Tradition
Never over-fill glasses.
 Follow required mixing/preparation methods – for example:
 For mixed drinks the accepted sequence is:
– Get the glass
– Check it is clean and not cracked
– Add the ice to the glass
– Add the spirit
– Add the aerated water/mixer
– Add the garnish and/or decoration
– Serve – may be served with a coaster
 Follow “house protocols” – where they differ from the above
 Serve the drink as soon as possible – this may require:
 Physically handing the drink to the customer
 Notifying wait staff the drink is ready to be served
 Prompt service of the drink once it has been made is important to:
 Optimize enjoyment of the drink – most drinks should be served cold and they will
quickly warm-up and become less pleasing if allowed to stand on the bar for even short
periods of time
 Avoid customer waiting time – patrons do not like being kept waiting for the drinks
 Name the drink as you present it to them – “Your brandy and dry, Sir, with extra ice”
 Thank the customer – when you give them their drink
39
 Offer a pleasant sentiment – “Enjoy!”
3.4 Handle and use industry
accompaniments appropriately
standard
Element 3: Prepare and serve drinks
glassware
and
use
garnishes
and
Introduction
Industry and or venue standards must be applied when handling and using glassware ad
garnishes/accompaniments.
Glassware
Following are some industry standards for the use of glasses.
Remember each establishment may have its own guidelines and these must be followed
where they differ to what is presented below:
Glass
Drin
k
Glass
Drink
Highball
Pilsener
Soft
dri
nk
Jui
ce
Old
Fashi
oned
Neat
spiri
ts
Spiri
ts
“on
ice”
Short
mixe
d
drin
k
Liqueur
glass
Lique
urs
Old
Fashi
oned
(Shor
t)
Liqueur
with
mixe
r
Highball
(Lon
g)
Stemmed
wine
glass
Still
tab
le
wi
ne
Large
r
gla
sse
Pot
Pilsen
er
Hand
le
Mug
Beer
39
s
use
d
for
red
wi
ne;
sm
all
er
gla
sse
s
for
wh
ite
wi
ne
Champagne
flute
Cham
pa
ng
e
an
d
oth
er
spa
rkli
ng
wi
nes
Element 3: Prepare and serve drinks
Port
glass
Fortifie
d
wine
Handling glassware
The following are standard industry requirements applying to the handling of glasses:
 Check all glasses before using them or offering them – no cracks, no chips: they must be
clean
 Use the same type of glass for the same type of drink – to give consistency
 Handle glasses by stem or base – not by the rim
 Be careful – glasses are fragile and easily broken.
Points to remember when making garnishes
 Always use a clean surface when cutting garnishes
 Always have plenty of fresh garnishes prepared before service
 Always store garnishes under refrigeration
39
 At the end of trading, all garnish containers should be sealed with a lid or a good quality
clear wrap
Element 3: Prepare and serve drinks
 Never re-use garnishes that come back from the table/customer – they may be
contaminated
 You are not permitted to eat the garnishes – or the raw materials from which they are
made.
Garnishes
Most recipes stipulate a specific garnish for the drink – in some
cases changing just the garnish can change the name of the
cocktail. For example, a dry martini garnished with a cocktail
onion instead of an olive or twist of lemon is called a “Boston”.
Garnishes are food-based – as opposed to other decorations
which are made from paper, wood and/or plastic. It is important
to keep garnishes simple.
Using too much in the way of garnishes can spoil the presentation of the drink, and detract
from the other appealing features of the finished product. Also, remember garnishes can be
costly so they should be used, handled and stored with this in mind.
Common items used for garnishes for cocktails are:
 Citrus slices – half and full
 Maraschino cherries – speared on to either one or two toothpicks
 Olives – speared on a toothpick, traditional with a dry martini
 Pineapple, and citrus wedges – pineapple done like this is also called “pineapple spears”.
Pineapples may also be hollowed out and used as the “glass”/service item for some
cocktails
 Citrus twists – the twisted zest of citrus fruits
 Celery rib – used traditionally for a Bloody Mary
 Sprigs of fresh herbs – rosemary, thyme and mint are common
 Kiwi fruit – half or full slices
 Chocolate powder – sprinkled on top of the finished drink
 Whole strawberries – or sliced strawberries (sometimes chocolate-dipped)
 Nutmeg – sprinkled as a powder, or used as a stick
 A range of other products can be added to different, more modern cocktails – coffee beans,
liquor ice sticks, jelly beans, jelly babies.
Garnish options
There are a wide variety of garnishes available for adding to drinks/mixed drinks and
cocktails.
Some are traditional, and many are the result of personal preference.
As a basic list of standard garnishes, you should be able to produce the following:
 Slice of orange or lemon – full slice, half-slice and quarter-slice
39
 Wedges and knots/twists – of lime, lemon or orange
Element 3: Prepare and serve drinks
 Lemon or orange wheel
 Olive on a toothpick – and Maraschino cherry on a toothpick
 Slice and cherry – a slice of, for example, orange with a
cherry attached by a toothpick. The slice is slightly bent to
give the garnish a “sail” effect.
Edible flowers
Flowers are sometimes used as garnishes for cocktails – both as heads floating in drinks, or
frozen in an ice block which is placed into the drink – but some flowers are poisonous so
some venues avoid them.
Edible flowers include:
 Nasturtiums
 Marigold
 Borage
 Ranunculus
 Primrose
 Rose
 Crystallized poppies.
Drink decorations
These are commercially prepared decorations that cost money. They are most commonly
used with cocktails but may be used on other long drinks as well. They are not food-based
(meaning they are inedible) and include:
 Paper parasols – stuck into a wedge of fruit
 Plastic animals – hung off the side of the glass: monkey,
giraffe, dolphin, elephant
 Mermaids – also hung from side of glass
 Pickaxes – can be used to hang cherries onto side of glass
 Doilies – sometimes placed under drinks
 Swizzle sticks – placed into a cocktail for the customer to stir the drink if they choose
 Sparklers – to add a fiery dimension to cocktails and popular for use at celebrations
 Straws – placed into the cocktail and should be the right size: flexible long straws are
commonly used in tall cocktails, and other alternatives include normal full-length straws,
and half-straws.
When using or adding decorations to cocktails:
 Make sure you use only the amount of decorations as specified in
house recipes – no more, no less
 Never over-decorate – the finished product should look like a drink
or cocktail and not a fruit salad.
39
Element 3: Prepare and serve drinks
3.5 Minimize spillage and wastage and attend to accidents during service promptly and
safely
Introduction
Wastage and spillage costs the venue money and usually slows down or otherwise adversely
impacts on service. You must do everything possible to minimize it or eliminate it.
How and why does wastage and spillage occur?
Wastage and spillage will occur more if you rush: this is the
main cause of wastage and spillage. The following undesirable
consequences may occur – you may knock bottles and glasses
over, you may overfill glasses, you may knock bottles against
each other and break them, and you may knock glasses against
taps and crack them. If you break an unopened bottle, check with
your supervisor to see if they want the top of the bottle (the part
with the intact seal, or cap) kept. A decreasing number of
suppliers will replace broken bottles free-of-charge where the
seal is still intact.
Lack of training can also cause waste, especially with beer pulling, mixing drinks and
cocktails, carrying trays, pouring bottled product (especially wine and beer). Failure to store
opened products properly after service has finished can also cause waste – tops must be put
on open bottles to preserve the contents (if this is house policy), and they must be
refrigerated where appropriate.
Note some establishments have a policy of throwing out any open bottles and cans at the end
of trading, as they believe the customer would receive an inferior quality product the
following day, and the few cents saved is not worth the bad public relations caused.
House policies
House policies regarding waste and spillage vary. Your
workplace may require you to record waste in a book (such as
an Ullages Book) – this may include recording waste beer
from beer drip trays, a bottle dropped and smashed, and drinks
knocked over. This book may also be used to record
„promotional‟ drinks – that is, drinks given away by the
establishment with the approval of management for
promotional purposes or to replace drinks accidentally
knocked over, or drinks given away in order to compensate
for poor/bad service. These are known as “Comp” drinks.
Your venue will also have a policy on replacing drinks which customers knock over. Many
establishments will replace soft drinks, house wines and beers free of charge, but charge for
replacement spirits and premium wines. Some places will replace everything free-of-charge,
some will charge for everything. Things become tricky when a customer knocks over a drink
you believe was nearly empty, and then demands you replace it – free of charge: check with
your supervisor to see what the house does in these circumstances.
Often the decision made will depend on the customer in question – questions address issues
39
such as:.
Element 3: Prepare and serve drinks
 Are they a regular?
 Do they spend significant money with you?
 Are they part of a larger group spending well and not causing any trouble?
 Is it house policy?
Venues usually ban staff from drinking while on duty.
Dealing with the issue
When dealing with broken glass in a bar situation you musty
follow housie policy. House policy about the removal of broken
glass is usually not written down anywhere but commonly exists as
standard procedure in the head of the owner, manager or
supervisor – so ask them what you should do. In some limited
cases, there may be a “work instruction” (or similar) outlining
what needs to be done and how broken and chipped glasses should
be handled.
Standard practice
Commonly, the broken glass is swept onto a shovel or dustpan and
simply thrown in the bin – this bin may be the bin behind the bar,
or a larger bin or dumper outside. Where the item is just chipped or
cracked the usual disposal method is to just throw it in the bin,
making an effort not to break or smash it.
In these days of increased Occupational Safety awareness, a responsible approach for
disposal of broken glass would be to:

Sweep the broken glass into a cardboard box – using dustpan and brush

Seal the box – there are always boxes lying around somewhere behind the bar

Dispose of it into bin.
Alternatively, the broken glass could be wrapped in thick layers of
newspapers, taped closed and then disposed of. Some premises have a
designated “broken glass” container behind the bar for dealing with
such eventualities. Employers must provide the necessary equipment
for disposing of broken glass and this should include suitable
protective equipment/clothing such as an appropriate pair of gloves,
plus (perhaps) a small shovel/dustpan and brush. It is not acceptable to
use your bare hands to pick up/clear up broken glass.
Environmental considerations may require you to dispose of glass in a special container/bin
for the purposes of recycling.
3.6 Seek assistance from appropriate people for situations which pose a threat to safety
or security of colleagues, customers or property
Introduction
All venues are under an obligation to care for the safety and welfare of people when they are
39
on the premises. This Section identifies action you may take to address
identified threats.
Element 3: Prepare and serve drinks
Duty of Care
All venues are under a “Duty of Care” to protect everyone who comes into the premises.
This obligation applies to anyone who is on the premises – such as:
 Customers, guests and patrons of any type
 Staff
 Members of the public
 Delivery drivers
 Service men and technicians who are installing or
repairing equipment and systems.
Duty of Care obligations means the premises must take necessary action to protect people
from “foreseeable harm”. If the business fails to do this they can be held liable for
“negligence” and sued by those who may have been injured (or lost property) as a result of
that negligence. This means the venue is under an obligation to take action when it identifies
a situation which poses a threat.
Situations which may pose a threat
Threat defined
In the context of a bar, a “threat” may be seen as:

Anything which exposes the venue to legal action – that is:
 Being charged by police or the authorities
 Being sued by customers
 Anything which places the safety of individuals in danger and or jeopardizes the security
of physical property – including stock, cash and personal belongings.
Anything which exposes the venue to legal action
Anyone whose presence on the premises renders the business liable to an offence under the
liquor licensing legislation is cause for concern – this may be someone who is:

Under legal drinking age




Intoxicated or drunk
Violent
Gambling in a way prohibited by law for the venue
Disorderly – annoying others; making too much noise; not behaving in an acceptable way

Trying to obtain liquor for someone who has been refused service

The subject of an exclusion order


Quarrelsome or argumentative
Trying to obtain liquor outside licensed hours

Unable to be served with alcohol given the type of license in operation

Identified by legislation as not being allowed on licensed premises – this will vary
39
between countries and may include known prostitutes, known criminals
and or people who
Element 3: Prepare and serve drinks
associate with known prostitutes or criminals.
Anything which impacts safety or security
This may include:
 Customers who are drunk, violent and quarrelsome
 Patrons who are threatening or intimidating others
 People who are fighting
 Extreme weather events
 Equipment breakdowns which pose a hazards
 Gate crashers
 Power failures
 Emergency situations – such as fire, gas leaks, any situation creating a need for
evacuation.
Responding to threat situations
The keys to responding to threat situations are:
 Follow workplace policies and procedures – many venues have
Emergency Management Plans in place to deal with these situations
and conduct drills to assist you become familiar with what you need
to do when faced with such a situation. Make sure you determine
what is required and participate in the training/drills.
 Notify others promptly – as soon as you become aware of a situation
you must report it. It is a fact of life situations never resolve
themselves so you have to notify the appropriate person (see below)
in order they may take the most appropriate action to resolve/address
the identified problem.
 Provide details of the situation – such as:
 Location of the problem
 Number of people involved
 Reason for your concern
 Details of anything already said, or action already taken in relation to the issue
 Take action where authorized to do so and when safe to do so – this may include:
 Removing customers to a safe area
 Securing property – by locking doors and cash drawers
 Initiating a first response - such as fire fighting
 Calling external authorities for assistance.
When taking action always put the safety of people above the security of property: people
must always take priority over money or other physical resources/assets.
39
‘Appropriate person’
Element 3: Prepare and serve drinks
The appropriate person may be:
 Supervisor
 Bar manager
 Duty manager
 Security officer
 Front desk service agent Owner.
3.7 Seek feedback from customers in order to identify and implement improvements to
beverage quality and take appropriate corrective action, if required
Introduction
It must be part of standard operating procedure to always check the quality of all beverages
you serve. No sub-standard product/beverage must ever be allowed to leave the bar for
service to a customer, regardless of who the customer is, or how much/little they are paying
for the drink.
This Section identifies how to check beverage quality and presents possible corrective action.
Seeking feedback
You should actively solicit feedback from customers about the service they are receiving and
the quality of the drinks they are being served.
The best ways to do this are:
 Ask for feedback – verbally or by asking customers to
complete a “Customer Comment Feedback” form
 Listen to what customers are saying to each other – are they
complaining to each other, or do they seem happy with what
is happening? Follow up with a question where you think
there may be a problem – the sooner you know, the better
 Observe customer body language – do they appear pleased or displeased: ask a question if
you suspect a problem
 Note the drinks which are being left unfinished – a trend in a certain type of drink may
indicate a problem
 Encourage feedback – tell customers to let you know if they have compliment, complaint
or opinion they want to share.
Checking beverage quality
Checking beverage quality must be an ongoing effort. Every time you prepare, or serve, a
drink it must become second-nature for you to check its quality. The rule is simple – if you
would not drink it, if you would not like it served to you: then do not serve it to anyone else.
There are no exceptions to this rule.
Things to check
While there are health and hygiene considerations – clean glass, no contaminants, correct
39
personal hygiene practices – there are also other product-specific
concerns you should be
Element 3: Prepare and serve drinks
monitoring:
 Temperature:
 Cold drinks should be cold
 Hot drinks should be hot.
Every bar should have its own thermometer to be used to objectively
test/take the temperature of beverages if there is a concern they are not
(for example) cold enough. You should use the feel of your hands on
products/glasses, as well as the readouts on refrigeration units, to judge
temperature.
 Taste – making sure:
 There are no “off” tastes
 The beer is not “green” (sour)
 Wine has not oxidised
 Post-mix brixing is correct
 Smell – there must be no “off” smells
 Clarity – check to ensure:
 The product is not cloudy
 There is nothing floating in the glass, bottle or jug.
Responding to a problem
The basics for taking corrective action are:
 Take action – never ignore the situation and simply hope “no-one will notice” or “the
problem will solve itself”
 Remove the product from sale – do not sell/serve any more of it. Where you believe the
product poses a risk to public health, you must also initiate immediate action to retrieve
from customers any of the affected product – this means you may have to walk around the
bar/tables looking for the product and removing it from patrons: you will have to
apologise for this, explain the situation and offer an appropriate replacement drink
 Keep the offending bottle, drink, item safely to one side – so it can be shown to your
supervisor or examined later in more detail
 Advise other service staff immediately about the problem and the beverages involved so
they do not serve/use the product Inform management about the problem.
Reporting beverage quality issues
Where you become aware of a beverage quality issue within the bar you must immediately
notify a supervisor and get them to come and make a decision about what has to happen to
address the problem.
What action must you take?
It is critical as soon as you notice (or are informed by a patron) of any beverage quality issue
you notify your supervisor immediately: this is the first step you must take. It is strange but
39
as soon as one person says they think the beer (or whatever) tastes
“bad” or is “warm” –
Element 3: Prepare and serve drinks
everyone else starts agreeing with them whether they are right or not. You have to take
immediate action to fix the problem before things get to the stage where all customers start
complaining.
What if the customer has complained/made you aware of the problem?
If it is a customer who has alerted you to a problem, then you must be seen to be taking
action to fix the problem: the customer must believe you have taken their
complaint/notification seriously and are doing something to rectify the situation.
The most effective response is:
 Thank them for their complaint
 Apologise
 Offer a suitable alternative
 Advise them you are immediately notifying management so
they can take the appropriate action.
What if there is no manager or supervisor to refer things to?
If someone complains about the quality of the product and you are unable to obtain
management input on the problem, you will be expected to cope with the situation as best
you can. Doing nothing is not an option; ignoring the situation and hoping it just goes away
is not an option. You may be given a prescribed scope of authority for dealing with these
events and this may provide some guidance on what you can/should do.
Where no guidance on what to do exists, the following may assist your thinking:
 Thank them for their complaint
 Apologies
 Make an objective decision about whether or not their complaint has substance – you must
determine from a fair and reasonable standpoint whether their complaint about warm beer,
an off-tasting wine etc is genuinely justified. This may mean you have to:
 Take the temperature of the product/beer – do not take the temperature of their beer,
but pull through three glasses of beer through the tap and take the temperature of the
fourth one in the glass
 Taste the product – to your palate, does it taste OK, or is there definitely a problem?
 Smell the product – does it have off-aromas or is the smell correct and acceptable?
 Look at the product – does it look normal as it usually does? Are there unacceptable
things floating in it? If it is supposed to be clear, is it clear or cloudy? Is it the right or
usual colour?
 If, after assessing the beverage yourself, you believe their complaint is valid, then you
need to take some action to fix the problem – the customer has done you a favour by
complaining
 If you genuinely believe the complaint is without basis, you may elect to (nonetheless)
apologize to the customer, and still replace the drink in question, free of charge:
sometimes it is easier to replace a perfectly good drink rather than argue about whether
39
there is a problem or not
Element 3: Prepare and serve drinks
 Your house policy will provide further indication about what applies at your workplace.
3.8 Deal with unexpected situations in accordance with enterprise procedures
Introduction
It is difficult to predict all unexpected situations which can arise when operating a bar but
you must develop the capacity to respond to all of them promptly and effectively. This
Section identifies generic response requirements, provides examples of unexpected situations
with possible responses and introduces the concept of pre-determined decisions.
Generic response requirements
All unexpected situations must be attended to immediately and professionally. It is important
not to panic when an event occurs.
Generic responses should be:
 Identify and recognize the problem as soon as possible
 Analyze the situation:
 What is the problem/issue?
 What impact will it have on service/customers?
 Decide the best course of action to take – given the circumstances
 Take action – two keys are:
 Use common sense
 Follow internal EMP or pre-determined decisions
 Notify the appropriate person straightaway – supervisor/management or Security.
Examples of unexpected situations and possible responses
When working behind a bar you may have to deal with the following situations:
 Dealing with equipment breakdowns – response may be:
 Notify management or Maintenance
 Arrange replacement item
 Tag broken item as “Out of Order”
 Make sure others do not use it
 Remove item from service – if possible
 Advise customers of products which cannot be produced and served due to item
breakdown
 Dealing with power failure – response may be:
 Notify management or Maintenance
 Implement EMP for “power failure” – evacuate customers; activate emergency/stand-
by generator; verify emergency lighting has activated
39
 Protect assets/cash
Element 3: Prepare and serve drinks
 Urge people to keep calm
 Use ice to chill bottles and cans
 Switch to manual operation of POS terminals
 Dealing with violent incidents – response may be:
 Notify management or Security
 Implement EMP for „violent incidents‟
 Never place self in danger – do not intervene
 Move customers to safety
 Ask people to modify their behavior
 Contact police/authorities – if scope of authority allows
 Dealing with medical emergencies – response may be:
 Notify management, Security or reception – or House Doctor, or designated staff
member trained in First Aid
 Provide basic first aid
 Comfort and re-assure patient
 Contact ambulance authorities – if scope of authority allows
 Dealing with running out of stock – response may be:
 Predict the situation – try to avoid actual stock outages
 Notify management and request extra stock
 Requisition stock from Store
 Borrow stock from another department – completing an inter-departmental transfer
sheets if required
 Dealing with employee absences – response may be:
 Notify manager or supervisor if staff are absent
 Close sections of the work area
 Reduce service and or items offered
 Work extra hours to cover absences – if authorized.
Using pre-determined (‘programmed decisions’) decisions
Most establishments will have a set of guidelines for you to follow where certain predictable
situations or mishaps arise. These pre-determined decisions will allow you take immediate
on-the-spot action when a mishap occurs and saves you involving management in every
single minor mishap/decision.
39
Examples of pre-determined decisions may be as follows.
Mishap
Element 3: Prepare and serve drinks
Pre-determined action/remedies
authorised to take
Staff member knocks
over customer’s drink at
the bar
Apologies
Staff spills tray of drinks
over guests at table
Apologies
staff
may
be
Replace drink, free-of-charge
Immediately obtain help from other staff
Clean/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 on reimbursement
Element 4: Close down bar operations
4.1 Greet customers in a polite, friendly and helpful manner
Introduction
At the end of trade, various items of equipment will need to be turned off, or shut down. This
Section identifies what may need to be turned off – and on at the end of operations and the
checks which may need to be made.
Background
The equipment in venues can be expected to vary, and even where
venues share the same equipment, what they do with it at the end
of trade can differ based on personal preference, prior
history/experience and organizational policies. For example, some
venues will leave a machine on that throws out some light – using
it as an inexpensive way of providing internal “security” lighting
while the premises are closed.
What equipment is involved?
In general terms, if the equipment had to be turned on the start of the day, it will need to be
switched off at the end of the day. Equipment which may need to be turned off includes:
 Instantaneous beverage chillers
 Radio, tape, CD or other music source, PA systems, televisions
 Heating or air conditioning units
 Lighting
 Coin-operated entertainment units
 Vending machines
 Advertising signs
39
 Glass chillers – so they can defrost overnight and be ready to clean
the3:next
morning
Element
Prepare
and serve drinks
 Coffee machines.
You should always be shown what to turn off – and how to turn it off – by a more
experienced staff member, and then be supervised for the first few times you are required to
turn equipment off.
Turning things on
You may also be required to turn some equipment on at the end of trade. These items may
include:
 A telephone answering machine – although most are automatically configured
 Washing machine – this is commonly required in smaller venues where bar staff are asked
to wash the bar towels, runners and swabs
 Security alarms – the last person out of an area or venue will normally be responsible for
activating the security system.
Internal security checks
Before leaving the premises for the night, it is usual to check the venue to see if anyone is
trying to get themselves locked in. Many thieves prefer being locked in and then having to
break out, rather than having to break in.
Areas to check include:
 Toilets – male, female and disabled
 Store rooms
 Behind curtains
 Behind alcoves
 Any areas open to the public.
4.2 Clear, clean or dismantle bar areas in accordance with enterprise procedures
Introduction
In all bar closing procedures there will be a need for some items to be cleared, cleaned or
dismantled in preparation for the next shift or day of trade. This Section identifies what is
involved in these processes.
Clearing, cleaning and dismantling – defined
Clearing includes removing items – such as taking items off tables, from displays and from
waiting stations and bar counters. Cleaning is the removal of visible debris from food and
beverage preparation items and equipment – such as cleaning of drip trays, cleaning of bar
counters and cleaning of jugs, knives, glasses etc. Dismantling of items involves the taking
apart (and sometimes, also, the re-assembly of) espresso machines, post-mix machines,
blenders and other items of equipment used in the preparation of and service of drinks.
Closing procedures
Bar closing procedures are all the tasks needed to be done in order to shut the bar after
service so it is ready to open for service the next day or shift. Bar closing procedures are
39
essentially variations on a theme, and will vary between establishment
depending on the size
Element 3: Prepare and serve drinks
of the bar, the nature of the bar, staff numbers and sometimes the level of trade and/or day of
the week. Some establishments allow and encourage staff to commence closing down the bar
operations near the end of the shift, while customers are still occupying the premises. Other
venues insist closing down commences only after all patrons have left, and the bar is closed.
Whatever the case, you must work in accordance with establishment requirements (and with
minimal disruption to the customers and operations if applicable).
What duties are involved?
Closing procedures may include:
 Disconnecting the draught beer – turning off beer chillers (where applicable) and running
water through the lines and leaving lines wet or dry depending on house policy: beer
dispensed from the lines must be thrown out as it falls under the definition of “waste beer”
 Washing the drip trays from under beer fonts, post-mix units,
espresso machines and glass racks, and allowing to air dry
 Cleaning all dirty glassware and storing them in appropriate
places – pay attention to ensure all glasses are washed and
cleaned properly and remove any chipped or broken glassware
from service
 Checking stock levels of all beverage items including beer,
wine, spirits, liqueurs, mixers, bottled water, milk, cream, fruit
juices, and re-ordering as necessary
 Collecting all dirty bar runners, tea towels, swabs and cloths and placing them in the
laundry – in some venues you may be required to place them in a washing machine and
start the wash cycle
 Discarding all used and soiled coasters – keeping suitable ones
for next service
 Collecting and washing all ashtrays – ashtrays should not be
washed in the glass washing machine
 Checking all equipment and bar utensils are clean and in good
working order – this includes completing necessary
documentation (such as “Maintenance Request” forms), or
verbally notifying the supervisor of anything you believe needs
attention
 Placing appropriate spirit pourers into soda water to soak overnight – place ouzo pourer
into a separate container to soak: always follow house policies in this regard
 Covering all garnishes and perishable items and storing under refrigeration – throw out
items as necessary
 Cleaning, drying and stacking service trays
 Emptying and cleaning ice buckets
 Turning off, dismantling and cleaning espresso coffee machine – always follow
manufacturer’s instructions
 Removing all rubbish from bar areas and cleaning the internal rubbish bins
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 Emptying the empty-bottle bin/s – note attention should be paidElement
to 3: Prepare and serve drinks
the noise dumping empty bottles into a bin makes at night
time/early morning: venues may receive complaints from inhouse guests and local residents if they make a noise when
emptying bottles into bins at night/early morning so many venues
do this job the following day as part of the cleaners‟ duties
 Cleaning all surfaces
 Sweeping and mopping the floor – unless these jobs are done by cleaning staff
 Counting and reconciling the takings and transporting same to a central secure area
 Checking to ensure the bar is presentable and ready for the next service.
Scope of responsibilities for different workers
In relation to dismantling and or maintaining the operating condition of bar equipment, most
staff will have responsibility for:
 Following manufacturer’s instructions – in the use, dismantling, cleaning and maintenance
of bar equipment
 Adhering to all workplace cleaning schedules – including applying all given cleaning
instructions as they apply to chemicals to be used and cleaning items (equipment, cloths,
swabs) to be used
 Conducting daily checks on equipment – to verify they are working properly and to
identify need for maintenance or service: this is done on an on-going basis throughout the
day as items are used, and is always undertaken at the end of the day when regular
cleaning and closing down procedures are being done
 Reporting any equipment not operating correctly – report it immediately to your
supervisor.
4.3 Store garnishes and accompaniments, correctly
Introduction
At the end of trade all garnishes and accompaniments must be stored correctly. This Section
looks at options for achieving this requirement.
Garnishes
The storage of garnishes varies greatly. Because of this great variation, you must check your
house policy to determine what they see as “correct” storage. Some premises store all unused
garnishes so they can be used during the next session, while others throw out everything left
over.
What may be involved?
Where your premises elects to store unused garnishes, it is also likely they will choose to
store other left-overs such as:
 Opened bottles of soft drink which they re-seal – most premises do not store open cans of
drink
 Fresh fruit juice squeezed on the premises
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 Sour mix – for use in cocktails
Element 3: Prepare and serve drinks
 Sugar syrup – an ingredient in sour mix and in some cocktails.
How are they stored?
The basic options are:
 Using a bottle seal to re-seal bottles prior to storing them
under refrigeration
 Covering jugs of fruit juice, sour mix and/or sugar syrup
with plastic wrap and then refrigerating
 Covering slices of lemon, orange and lime with (soda)
water and refrigerating them – an alternative is to just
cover them with plastic film and refrigerate
 Maraschino cherries should be replaced in their original bottle/jar, sealed and refrigerated.
Even though garnishes are not high risk foods, the typical units they will be stored in should
ensure their temperature stays below 5ºC and, thus, out of the Temperature Danger Zone. All
garnishes being handled for storage purposes should be handled with tongs (or some similar
utensil) or clean gloves. It is standard procedure to keep all the garnishes:
 Covered – to prevent contamination
 Separate – to avoid colour and/or flavour mix/bleed.
Accompaniments
The storage of accompaniments (drinking straws, drink decorations) is comparatively
straight-forward.
They are either:
 Covered and left where they are – behind or on the bar
 Covered and moved to a cupboard or other storage area in the bar.
4.4 Set up bar for next service
Introduction
At the end of trade, staff traditionally undertake some preparation for the next shift or day by
setting up the bar ready for the next session. The general requirement is you should leave the
bar in the state you would like/expect to find it when starting work yourself. This Section
describes the set-up duties which may be required to prepare the bar for the next session.
The basics of setting up for the next day
Setting up for the next day involves:
 Washing and putting away all glassware – all glasses should
go into their own individual trays/holders: there should never
be a mixture of glass sizes/types in the one tray
 Fresh bar linen may be stacked behind the bar – ready for the
next shift to use or lay out
39
 Any available stock must be stored away – this especially applies
to 3:items
needing
to drinks
be
Element
Prepare
and serve
served refrigerated
 Staff communication book to be completed where necessary
– to advise incoming shift regarding any issues they need to
be aware of
 Complete necessary “Maintenance Request” forms – to
initiate required repairs or service for bar equipment
 Cleaning, cleaning, cleaning – this is an important consideration in all bars and includes
ensuring behind the bar and “the customer’s side” of the bar is clean: cleaning must
include tasks appropriate to the type of bar, the bar facilities and the level of mess, but can
be seen to include:
 Picking up papers, debris and litter
 Sweeping and mopping
 Washing down and drying surfaces
 Putting items away/into their correct place
 Taking out rubbish and empty bottles and cans
 Moving tables and chairs to facilitate the work to be done by the cleaners.
Variations to the standard bar set up practices
The standard set up procedure for bars will vary when special occasions dictate a departure
from what has proved to be an effective routine.
Examples of such occasions include times when on the following day there is:
 A public holiday – management may want staff to do extra work
on the day prior to the public holiday because the pay rate is
cheaper and there is a need to be well-prepared
 A special promotion expected to attract large numbers – to
ensure sufficient stock, equipment, glasses etc are available to
cater for the increased, expected numbers
 Any staff absence known about in advance – to ease the
pressure on tomorrow’s staff
 A large booking – to make sure all special requests have been accommodated and all
possible preparations have been done to optimize the chances of a successful function
 A special day (event, celebration, public holiday) – to put the final touches to themed
displays, advertised events or special occasions
 Special servicing, maintenance or cleaning of facilities or equipment – from time-to- time
there will be a need to accommodate major events such as carpet cleaning, programmed
maintenance services, major repairs
 Arrival and installation of new equipment into the bar area.
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4.5 Handover bar, where appropriate, to incoming bar staff
Element 3: Prepare and serve drinks
Introduction
A handover is a situation where the bar remains open but the staff behind the bar change.
While it is uncommon – and often inadvisable – for all the staff to change at the same time
when there is a handover (it is best if there is some continuity of staff), this situation can
sometimes occur especially where there is only one staff member running the bar.
This Section describes what needs to be taken into account at handover.
Things to ensure when conducting a handover
When handing over a bar to another staff member or group of staff, it is important to ensure:
 The bar is clean and in good order – as mentioned previously, the out-going staff member
should try to leave the bar (as far as is possible given the level of trade) in the condition
they would like to find it. This means they should do some cleaning before the new staff
arrive, as opposed to leaving the bar dirty and just walking out at knock off time
 Change in the cash register is sufficient for the next
shift – and necessary change has been ordered and
obtained, where necessary
 Information about particular customers in the bar is
passed on – special attention must be paid to those who
have already been spoken to or caused trouble or who
appear to be intoxicated
 Information about customer complaints and operational
problems is passed on – covering all relevant details
 Customer orders are addressed – if there is a customer
order which has been taken but not filled this must be
communicated to in-coming staff
 Customer preferences are passed on – if a certain
customer is drinking a certain brand of spirits, beer or
wine this should be shared with staff who will be
serving that customer
 The bar is as well-stocked as possible – this may necessitate obtaining more stock to allow
the next shift to trade as expected.
Before departing after making a handover, check all is running smoothly and verify your
services are no longer needed. It is not acceptable practice to simply walk out of the bar when
the clock reaches your knock-off time.
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UNIT 3
Element 3: Prepare and serve drinks
PROVIDE AND SERVING COCKTAIL
(D1.HBS.CL5.06)
Element 1: Promote cocktails to customers
1.1 Ensure service equipment is clean, operational and ready for use
It is a standard requirement across the industry that all items involved in the preparation and
service of food and/or beverages are clean, operational and ready for use at the start of each
service session. This Section identifies what should be done when setting up and preparing to
serve cocktails.
Clean
For the purposes of food safety, ‘drinks’ are regarded the same as
‘food’. This means all the requirements applying to food must apply
to beverages. As a result all equipment, utensils and surfaces
involved in the preparation and service of cocktails must be ‘clean’.
A useful definition of clean is that the items must be free from
visible contamination, bacterial contamination and odour.
In practice this means the inside of items (shakers, jugs, and blenders) must be clean, and the
outside of all items must look clean because these items may be on public display. A
cleaning schedule may be in place at the bar or workstation to guide activities in relation to
cleaning the items (equipment and utensils as well as preparation areas and service counters)
requiring cleaning.
Items should be cleaned with detergent and a sanitizer. Standard cleaning equipment,
chemicals and materials are necessary to maintain cleanliness and hygiene at the work
station:
 Swabs
 Detergents and sanitizers
 Tea towels
 A range of brushes – for glass cleaning.
Clean glassware
To achieve clean glasses, standard industry practice is to:
 Wash glasses after every use by hand or in a glass washing machine,
ensuring:
 Water used is a minimum temperature of 70˚C
 Appropriate detergent is used and diluted according to manufacturer’s
instructions, as or if required
 Store glasses correctly. Clean glasses must be stored so they do not become re-
contaminated
 All glasses must be inspected before use to check they are clean and suitable for use.
39
Equipment
Element 3: Prepare and serve drinks
(See Section 2.1 for use of the following items.) Equipment required for mixing cocktails
includes:
 Cocktail shakers – standard and/or Boston shakers
 Hawthorn strainer
 Blender
 Bar spoon
 Bar glass
 Tongs
 Jugs
 Stirrers and swizzle sticks
 Pourers’
 Measures
 Ice crushers
 Scoops
 Glass chillers
 Zesters
 Peelers
 Juicers
 Knives and chopping boards
 Ice shavers
 Bar towels
 Toothpicks
 Cocktail list or menus
 A range of cocktail glassware – see Section 2.1 for more detail.
Operational requirements
Where equipment is used to prepare cocktails – or ingredients for cocktails – a check must be
made to ensure all these items are ‘operational’.
This means they must be working as accepted to produce the required results.
The basic operational checks to make on cocktail making equipment prior to use are:
 A visual inspection to ensure:
 The item is present and has not been borrowed (and not returned) by another
department
 All parts of the item are present and there are no missing bits
 The item is clean and looks clean (inside and out)
 A test run of the item to:
 Check it operates as intended and performs all the required tasks
 Ensure there are no noises which indicate a possible performance problem or need for
service and/or replacement.
39
Ready to use
Element 3: Prepare and serve drinks
Standard ready to use requirement checks for cocktail making equipment and glassware are:
 Check ‘sufficient’ items are available based on expected trade
levels
 Ensure ‘required’ items are available as determined by cocktails
and Specials for the service session
 Place items in their designated location at the service station to
optimize work flow.
1.2 Ensure cocktail ingredients and accompaniments are prepared and ready for service
Introduction
An important part of preparing a cocktail work station to prepare and serve drinks is to
ensure the necessary ingredients are available and ready to use. This Section identifies
ingredients and accompaniments needing to be prepared and describes what is involved in
making them ready.
Cocktail – defined
A cocktail is an alcoholic drink made by combining ingredients which may include spirits,
liqueurs, milk, cream, fruit and fruit juice and ice. The above definition – combined with the
standard cocktail list at your venue – starts to indicate the ingredients required to make
cocktails. Ingredients are the items listed on a recipe for a cocktail. They are the alcoholic
and non- alcoholic ‘raw materials’ for the drink.
Ice
Cocktails are usually served very cold, so lots of ice is needed in a cocktail bar. Ice used in
the preparation of cocktails may be:
 Cubed ice – in a wide variety of shapes and sizes
 Shaved ice
 Cracked ice – also known as crushed ice.
Preparing ice in a cocktail bar prior to trade can include:
 Obtaining sufficient ice from venue ice machines (or ice storage areas) and storing it in
designated ice buckets or similar behind the bar at the work station
 Crushing block ice or ice cubes by hand or using a machine
 Placing ice into an appropriate container under refrigeration to prevent it melting (or limit
the amount of melting)
 Obtaining a scoop or tongs to dispense the ice as required
 Covering the ice to prevent contamination and help maintain temperature.
Condiments
The use of condiments includes:
 Salt and pepper – for Bloody Mary
 Celery salt – for Bloody Mary
 Mint leaves – for Juleps
39
 Nutmeg – for dusting Brandy Alexander
Element 3: Prepare and serve drinks
 Cinnamon – sticks are used in Gluewein.
Bitters
A limited number of ‘bitters’ are used in cocktails, or served in cocktail bars.
 Angostura bitters – probably the best known bitters in the world. It is alcoholic (44.7%
alc/vol) but the very small amount (a few drops at a time) used means many treat it as
being non-alcoholic.
 Orange bitters, lemon bitters, peach bitters – used to assist and enhance cocktails featuring
these fruits
 Underberg bitters – a proprietary brand digestif, commonly served on its own as a
restorative drink.
Sauces
A small but important range of proprietary brand sauces are essential behind any good
cocktail bar:
 Tabasco Sauce – for Bloody Mary, infusions where ‘hot’ (fiery) cocktails are
produced (such as Southern Comfort Fiery Pepper and Bowsers Breath), and
many ‘Bloody’ cocktails
 Worcestershire Sauce – used for Bloody Mary, Caesar, Mickey Mouse and
Virgin cocktail.
Note: Despite its name, ‘Cocktail sauce’ is not used as an ingredient in cocktails. It is a sauce
or dressing for seafood.
Cordials and juices
Cordials are non-alcoholic beverages used to provide colour and flavour to cocktails. Only a
small amount of cordials are used for each drink. They are also popular in the production of
mocktails. These cordials are bought by the venue as proprietary brands and are ready-to-use:
all you have to do is pour them.
Preparing cordials involves:
 Making sure the bottles are clean
 Ensuring you have sufficient quantities available
 Checking you have the types required for the cocktails being offered.
Fruit juices are liquids obtained from pressing/juicing fruit.
Some juices are ‘squeezed’ fresh on the day they are required, and some may be purchased in
canned or bottled form.
Cordials and juices include:
 Lime juice – for Lemon, Lime and Bitters
 Grenadine – a deep-red cordial made from pomegranates. Only a small amount is used for
each cocktail – used in cocktails such as Tequila Sunrise.
 Cloves
 Peppermint
 Pineapple juice
 Orange juice
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 Lemon juice
Element 3: Prepare and serve drinks
 Tomato juice.
Dairy products
Various cocktails require the use of dairy products as follows:
 Milk – this is cold, full cream milk (unless specific recipes stipulate another form of milk).
Used in White Russian (one version), Golden Cadillac and Kahlua and milk
 Cream – thickened cream, used in Golden Dream, Pina Colada and Brandy Alexander
 Yoghurt – not popular but used in some fruit-based cocktails, mocktails and always
available as an ingredient for innovative, new cocktails.
Preparing dairy products involves:
 Making sure the right products are available in sufficient quantity
 Verifying the items are within their ‘use-by’ date
 Making sure they are refrigerated at or below 5˚C.
Alcoholic ingredients
It is impossible to provide a total list of all alcoholic beverages that could be used to prepare
cocktails. It is also a fact of life no venue will ever stock all the possible alcoholic products
available for use in making cocktails. The following, therefore, only provide an indicative list
of the alcoholic ingredients that may need to be prepared and used.
Liqueurs
Liqueurs are used in cocktails as a base ingredient and/or to add colour and flavour. Liqueurs
are divided into ‘generic’ and ‘proprietary’.
Generic liqueurs
A generic liqueur is made to a style (such as crème de menthe, advocaat or parfait amour)
and can be made by a number of different manufacturers (such as Marie Brizard, Bols and
VOK).
Examples of generic liqueurs include:
 Advocaat
 Amoretto
 Anisette
 Cherry brandy
 Crème de bananas
 Crème de cacao (dark and clear)
 Crème de cassis
 Crème de menthe
 Crème de noyaux
 Parfait amour.
Proprietary liqueurs
Proprietary liqueurs are made by one specific company, and cannot be made by any other
company.
39
Examples include:
Element 3: Prepare and serve drinks
 Bailey’s Irish Cream
 Chambord
 Chartreuse – green and yellow
 Cointreau
 DOM Benedictine
 Drambuie
 Frangelico
 Galliano
 Grand Marnier
 Jägermeister
 Kahlua
 Keuck
 Midori
 Mozart – Black Chocolate and White Chocolate
 Pernod
 Tia Maria.
Spirits
A spirit is a distilled alcoholic beverage made from a base of grain, fruit or vegetable.
Qualities vary with a common link between quality and price. Variations occur within brands
in respect of:
 Quality indicators – such as ‘Number of stars’, ‘amount of time in wood/aged’, or ‘red
label’ and ‘black label’
 Alcoholic strength – with options including under-proof or over- proof
 Flavours – gins and vodkas may have a range of fruit-based flavour options available.
Spirits required for general cocktail work include:
 Gin
 Vodka
 Rum – dark and white/clear, as well as gold
 Brandy
 Scotch
 Irish whisky
 Bourbon
 Tequila
 Cognac
 Southern Comfort
 Ouzo.
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Wine
Element 3: Prepare and serve drinks
For making cocktails there will be little need for wine but the following can be required:
 Red table wine – for making Sangria, Glogg and some Punches
 Still, white wine – for making Spritzers, White Wine Sangria and
some Punches
 Sparkling wine – for making Buck’s Fizz, Black velvet and
Blushing Bride.
Preparing alcoholic ingredients
To prepare alcoholic ingredients for cocktails you should refer to the cocktails being offered
on cocktail lists and Specials and check:
 All necessary types and brands are available
 Sufficient quantities of each type and brand are available
 Bottles look clean and presentable
 White wine is refrigerated.
Accompaniments
Garnishes
See also Section 3.1.
Garnishes are the most obvious and common accompaniment for cocktails. Most recipes
stipulate a specific garnish for the drink – in some cases changing just the garnish can change
the name of the cocktail. For example, a dry martini garnished with a cocktail onion instead
of an olive or twist of lemon is called a ‘Boston’. Garnishes are food-based – as opposed to
decorations which are made from paper, wood and/or plastic.
It is important to keep garnishes simple. Using ‘too many/much’ in the way of garnishes can
spoil the presentation of the drink, and detract from the other appealing features of the
finished product. Also, remember garnishes can be costly so they should be used, handled
and stored with this in mind.
Common items used for garnishes for cocktails are:
 Citrus slices – half and full: full slices are also known as ‘citrus wheels’
 Maraschino cherries – speared on to either one or two toothpicks
 Olives – speared on a toothpick, traditional with a dry martini
 Pineapple, and citrus wedges – pineapple done like this is also called ‘pineapple spears’.
Pineapples may also be hollowed out and used as the ‘glass’/service item for some
cocktails
 Citrus twists – the twisted zest of citrus fruits
 Celery rib – used traditionally for a Bloody Mary
 Sprigs of fresh herbs – rosemary, thyme and mint are common
 Kiwi fruit – half or full slices
 Chocolate powder – sprinkled on top of the finished drink
 Whole strawberries – or sliced strawberries (sometimes chocolate-
dipped)
39
 Nutmeg – as above
Element 3: Prepare and serve drinks
 A range of other products can be added to different, more modern cocktails – coffee
beans, liquorice sticks, jelly beans, jelly babies.
Edible flowers
Flowers are sometimes used as garnishes – both as heads floating in drinks, or frozen in an
ice block which is placed into the drink – but some flowers are poisonous so some venues
avoid them.
Edible flowers include:
 Nasturtiums
 Marigold
 Borage
 Ranunculus
 Primrose
 Rose
 Crystallised poppies.
Cocktail decorations
These are commercially prepared decorations that cost money. They are not food-based (they
are inedible) and include:
 Paper parasols – stuck into a wedge of fruit
 Plastic animals – hung off the side of the glass: monkey, giraffe, dolphin, elephant
 Mermaids – also hung from side of glass
 Pickaxes – can be used to hang cherries onto side of glass
 Doilies – sometimes placed under drinks
 Swizzle sticks – placed into a cocktail for the customer to stir the drink if they choose
 Sparklers – to add a fiery dimension to cocktails and popular for use at celebrations
 Straws – placed into the cocktail and should be the right size: flexible long straws are
commonly used in tall cocktails, and other alternatives include normal full-length straws,
and half-straws.
When using or adding decorations to cocktails:
 Make sure you use only the amount of decorations as specified in house recipes – no
more, no less.
 Never over-decorate – the finished product should look like a drink or cocktail and not a
salad.
Points to remember when making garnishes
 Always use a clean surface when cutting garnishes
 Always have plenty of fresh garnishes prepared before
service
 Always store garnishes under refrigeration
 At the end of trading, all garnish containers should be sealed
39
with a lid or a good quality clear wrap
Element 3: Prepare and serve drinks
 Never re-use garnishes that come back from the table/customer – it is illegal to do so
 Staff are not permitted to eat the garnishes – or the raw materials from which they are
made.
1.3 Use display materials to promote cocktails
Introduction
Customers can be encouraged to drink cocktails through the use of
display materials and by verbally recommending them. This Section
addresses the use of display materials in a venue and the following
Section will discuss offering recommendations direct to customers.
Examples of display materials
Where and when possible, display material should be posted around the bar area to promote
the sale of cocktails. In accommodation venues, the in-room compendium in the guest room
may also feature information about bars and the drinks/cocktails they serve. Posters
advertising the ‘Cocktail of the Month’; may be posted in elevators and elsewhere throughout
the venue in customer/public areas.
Displays and materials can include:
Tent cards
These are small cards advertising and describing the cocktails available. They are folded in
the centre to make them self-supporting. They can be placed strategically around the bar to
make customers aware of the products available. Tent cards can also be placed on counters
and tables.
Posters
Posters can be framed or unframed and placed around the bar area or any other high- traffic
area where potential customers may see them. It is important posters are maintained and kept
in good order as a shabby poster promoting a product can sometimes do the product more
harm than good. To be most effective these posters need to change regularly and feature
different cocktails and/or a new theme every time.
Coasters
Coasters are an effective way to promote cocktails. Place them on the bar, service counters
and tables before a drink is placed down. The venue can create its own coasters, seek a joint
partnership arrangement with a nominated spirit or liqueur company to produce them or ask
suppliers to provide coasters that advertise a given product. Local businesses may also
provide you with coasters using them as an advertising medium for their organisation on one
hand, and an advertisement for your cocktails on the other hand.
It is an industry standard that ‘used’ coasters are never re-used as they look unclean.
Physical displays
Physical displays can be a successful way of promoting cocktails, and often suppliers will
provide displays that can either sit behind the bar, or are free-standing and suitable for use in
public areas.
A commonly used display is the creation of a display table in a dining or bar environment to
promote cocktails. The display should sit in a prominent location in the dining area (such as
near the entrance) and may feature items such as:
39
 Bottles of spirits and liqueurs
Element 3: Prepare and serve drinks
 Cocktail making utensils – shakers, strainers, blow torch, bar spoons
 A selection of cocktail glasses
 Cocktail books and magazines
 Actual cocktails – in glasses, properly decorated and garnished.
Cocktail lists
In the same way a venue uses a wine list to promote its wines, a venue featuring cocktails can
develop its own ‘Cocktail list’. These may be arranged by type of cocktail, base or type of
ingredients. Colour photographs shows what the finished product looks like and certainly
helps encourage people to buy. Cocktail lists may be paper-based, electronic display boards
or chalk boards.
Sources of display materials
Display materials to promote cocktails can be:
 Produced in-house – by the bar staff, marketing and sales staff or
management
 Bought-in from professional businesses such as advertising,
merchandising and promotional agencies or businesses
 Supplied free-of-charge – by spirit and liqueur manufacturers
and/or by the distributors.
Other ways to promote cocktails
Demonstrations
An excellent way of promoting cocktails is to hold a series of scheduled cocktail mixing
demonstrations allowing the venue and cocktail mixing staff to showcase their skills and
talents. Demonstrations once or twice a week for 30 minutes each should work well.
Each demonstration could have its own theme which may be based on:
 A colour
 A base ingredient
 A mixing style
 A country
 A word or concept.
Allowing customers to taste (free-of-charge) the cocktails enables another element of
interaction with potential cocktail consumers. Make sure each demonstration is well
advertised to optimize attendances. Consider inviting the media, placing posters around the
venue, making public announcements and telling people when they are served.
Holding competitions
Where cocktails are an integral element of the drinks you serve, a competition can really help
promote cocktails and is a fun way for the venue to engage with customers.
Set some ‘rules’ for the competition, such as:
 Time allowed to mix the cocktail
 Equipment that can be used
39
 Spirits and liqueurs available or which must be used
Element 3: Prepare and serve drinks
 Presentation requirements
 Judging criteria.
It is always important to promote the competition within the venue. Extra interest can be
generated by:
 Providing a worthwhile prize – accommodation at the venue, meals and beverages are a
good prize
 Involving the media – inviting them to attend, making a media person one of the judges
 Inviting a local personality, celebrity, or sports star to attend and watch, to participate
and/or to judge.
Always ask suppliers and distributors to assist with providing promotional material and
ingredients for the competition (in exchange for having their names listed at the event).
1.4 Offer customers recommendations or information about the range and style of
cocktails available in a courteous fashion
Introduction
Providing customers with information about cocktails is a very
effective way of promoting them. This Section provides details on
how you can give information to customers about the cocktails
available.
Venue polices relating to cocktails
Venues may have policies relating to cocktails and these must be observed when promoting,
making and serving them.
The policies may outline:
 The type of cocktails served. Some venues:
 Will only make what is on their cocktail list and not make anything else even if
specifically requested by a customer
 Do not offer mock tails
 Measurements – there may be a house rule about what constitutes a ‘nip’ of spirit or
liqueur: a standard measure is 30ml. Care must be taken to ensure the promotion and
service of cocktails does not breach Responsible Service of Alcohol (RSA) principles (see
below)
 Methods of production/preparation to be used. Many establishments will not serve a
blended cocktail (claiming it takes too long to make or clean), some will prohibit the use
of a blow torch (for example, to light cocktails or alcohol)
 Ingredients – stating which brands of liquor should be used for certain cocktails/drinks.
Most venues will use recognised brand names of spirits and liqueurs to make cocktails,
and not use cheaper, lesser-known products as this can adversely impact the image of the
product and the venue
 Presentation – there may be house rules on the garnishes and the decorations used
 Responsible service and promotion of cocktails – see below.
39
Responsible service and promotion policies
Element 3: Prepare and serve drinks
There may also be rules outlining how cocktails are to be promoted, requiring ‘responsible’
promotion as opposed to a ‘sell at all costs’ approach.
The policy may also address service of cocktails to guests in order to comply with
Responsible Service of Alcohol principles, for example:
 No double shots to be served
 No extra liquor to be added to standard or listed cocktails
 A ban on the service of cocktails intended to be ‘swallowed’ in one hit – such as laybacks,
shooters, slammers and test tubes.
Remember: where they exist, these policies must be adhered to at all times – they are
designed to protect the image or reputation of the business and help avoid legal action that
can result from irresponsible service practices.
Opportunities to promote cocktails
Opportunities to promote cocktails can occur:
 Where there is customer contact
 When guests are deciding what to drink
 When they ask for your suggestion about what to drink.
These opportunities can occur:
 At the table
 At the bar
 When taking function bookings and discussing food and beverage needs with the client.
Recommending cocktails and providing cocktail information
General requirements
Specific ways to encourage customers to purchase cocktails might vary from establishment to
establishment and must, as indicated, comply with any applicable ‘house rules’.
The golden rules when you encourage customers to buy cocktails are:
 Ensure RSA principles and practices are adhered to at all times:
no exceptions
 Be honest in your description of all cocktails being promoted
 Match what is offered to identified customer preferences – where
known or applicable. If you do not know their preferences then
ask them.
Specific promotional techniques
Specific practical techniques to assist in promoting and selling cocktails include:
 Describing the flavour of cocktails in real terms accurately reflecting the product or drink.
This may include the use of descriptive words such as ‘fruity’, ‘nutty’,’ creamy’, or
‘chocolaty’
 Identifying and describing the cocktail, by:
39
 The ingredients – by type and brand name, where appropriate: see recipes (below, this
Section) and elsewhere in the notes
Element 3: Prepare and serve drinks
 The glass the cocktail is served in – by type, size, and shape
 The garnish – identifying what is used, how it is made and what it looks like
 The method of preparation – describing the way the drink is made
 The price – telling people how much it costs
 The alcoholic strength of the drink. This can be important and useful to those who want
to monitor their alcohol intake
 The value-for-money represented by the drink. There is a need to focus on the unique
nature of the drink, the outstanding taste, the total experience.
 Showing the customer the cocktail list and providing advice and direction. This is a good
opportunity to ask the customer questions such as:
 “Do you prefer a fruit-based cocktail?”
 “Would you prefer a cocktail with cream?”
 “What is your favourite spirit?”
 Showing the customer a ‘finished product’ – a photograph or an actual sample of the
cocktail
 Giving a free taste test. This must only be done where house rules allow it and is
something not done on a regular basis for every customer who wants to know what a
certain cocktail tastes like
 Encouraging customers to purchase cocktails through in-house promotions. This can be a
great way to promote cocktails and may involve a discounted price for a limited time.
A brief history of the cocktail
Cocktails have been around for many years beginning way back when people first began to
indulge in liquor. The origin of the actual word ‘cocktail’ is not known though it first came
into its present usage in the 19th century. During the 1920s the cocktail was most popular in
America among wealthy society, and during Prohibition the sale of alcohol was illegal, so
creative bar staff mastered a way of masking the taste of alcohol by mixing it with soft
drinks, dairy products and fruit. Since those days the cocktail has become a popular drink and
is commonly sold in most bars. Today, there are so many different products on the market,
new cocktails are being created all the time.
The formulation of cocktails
A knowledge of the following can help when providing information to customers. There are
many styles of cocktails which can be made from a variety of bases including:
 A dairy base – milk, cream, yoghurt
 A juice or fruit base – orange juice, mango, pineapple, lemon juice, strawberries
 A soft drink base such as cola, dry ginger, lemonade, grenadine
 A straight alcohol base which is predominantly a sprit or a liqueur.
Colour
A characteristic of many cocktails is their colour. Colour can result
from the addition of:
 Syrups – such as the red colour imparted by grenadine
39
 Liqueurs – such as the blue from Blue curacao, green from green
Element 3: Prepare and serve drinks
crème de menthe
 Fruit juices – orange juice, tomato juice, pineapple juice, cranberry juice.
Cocktail making methods
Cocktails are specialty beverages. They must be made in accordance with recipes approved
by the venue. These recipes may come from an ‘approved’ cocktail recipe book, or may be
house recipes.
There are six main methods used to make cocktails:
 Shaken and strained
 Blended
 Built-in-glass
 Stirred
 Layered
 Floating.
The method to be used is traditionally contained in the cocktail recipe.
Shaken and strained cocktails
This method combines a number of ingredients in a cocktail shaker with loads of ice. Once
the ingredients have been placed into the shaker there is an art to shaking it. The action to
achieve is a short pump-like action with the shaker held at shoulder height, or in front of you:
do not rock the drink to sleep!
Showmanship (flair) is a big part of cocktail making. After the
ingredients have been well shaken, the mixture is strained to separate
the drink from the ice. The standard shaker comes with an in-built
strainer whereas other shakers may require the use of a Hawthorn
strainer. Never shake a cocktail with ‘aerated waters’ in them as they
can cause the shaker to ‘explode’ sending liquid everywhere and
making a large and embarrassing mess. Examples of cocktails using
this method of cocktail mixing are Whisky Sour, Margarita, French 74.
Blended cocktails
Cocktails made this way use an electric blender to mix the ingredients.
Cocktails using this method usually contain a ‘solid’ ingredient such as
fruit pieces or ice cream. When using a blender, place all the
ingredients into the blender, ensure the lid is firmly in place, the
correct setting has been selected and start the blender. Every cocktail
requires different amounts of blending, in order to achieve the right
consistency in terms of presentation and texture for each drink.
As an example, over-blended dairy-based cocktails may thicken too much, while a fruitbased cocktail with real fruit chunks will require more blending than a dairy-based drink.
Examples of cocktails using this method are Bijou, Pina Colada, Fruit Daiquiri.
Stirred
Using a bar glass (or the bottom half of a Boston/American shaker) and a long handled bar
spoon, ingredients are gently stirred together with ice, to mix and chill the ingredients. When
stirring has been completed, the drink is strained by pouring it through a strainer from the bar
glass into the cocktail glass in which the drink is to be served. Stirring is the method used
39
where the finished product needs to be clear. Examples of cocktails
using this method are
Element 3: Prepare and serve drinks
Martini, Vodkatini and Gimlet: James Bond has his martinis ‘shaken, not stirred’ but shaking
martinis is not standard practice.
Built-in-glass
This is where the cocktail is made in the glass it is to be served in. Add ice to the glass, then
one-by-one add and measure the other ingredients as the recipe requires. Most built cocktails
are then garnished and served (many with a swizzle stick). Examples of cocktails using this
method are Dirty Mother, Old Fashioned, Freddy Fudpucker.
Layered
Layered cocktails feature different alcoholic ingredients (spirits
and/or liqueurs) and may also include cordials and juices. The aim
of making a layered cocktail is to create a drink with a rainbow of
colours where each individual ingredient is visible as a distinct
layer and separate layer without any mixing of colours or
ingredients. The specific gravity of the individual ingredients will
determine which ingredient should go on top of other ingredients:
ingredients with greater density will support those with lower
viscosity.
These drinks are intended to be sipped one layer at a time so the drinker enjoys the different
taste sensations of each ingredient. It is helpful to layer drinks using a bar spoon when
making them. Place the bar spoon inside the glass and against one of the sides so that it will
break the fall of the liquid as it is being poured into the glass.
Pousse-cafés are classic examples of layered cocktails. The most common layered cocktail
today is the shooter. Shooters are served in a liqueur glass and are usually downed in one
gulp: their consumption may be contrary to responsible service of alcohol guidelines.
See http://www.youtube.com/watch?v=UV9BZU-GAZI.
Floating
Where ‘floating’ is required, the cocktail is mixed or built in the glass and the required
ingredient (grenadine, liqueur) is ‘floated’ on top. Floating the ingredient is achieved by
slowly/gently pouring the ingredient on to the surface of the other ingredients already in the
glass using a pourer in the neck of the bottle, or directly from the open neck of the bottle.
Combinations of the above methods
Some cocktails require a combination of the above techniques. That is, the drink may be
mixed in the glass, and then have an ingredient floated on top.
For example:
Black Rose
30ml Strawberry Liqueur 15ml Cointreau
15ml Opal Nera – floated on top 3 - 4 Strawberries
Method: Blend all ingredients, then float Opal Nera.
Garnish: Strawberry fan Glass: Standard Cocktail Harvey Wallbanger 30ml Vodka
Orange juice
15ml Galliano – floated
Method: Place ice in glass, add vodka and top with orange juice, then float Galliano on top.39
Garnish: Orange wheel
Element 3: Prepare and serve drinks
Glass: Highball
Voodoo Child 15ml Midori 15ml Opal Nera 15ml Baileys 15ml
Tia Maria 15ml Cream
Method: Layer Midori on Opal Nera in glass. Shake other
ingredients with ice and strain.
Garnish: Green & black jelly babies on a skewer, then place
across top of glass.
Glass: Cocktail
More standard cocktail recipes
Knowledge of the following is useful when promoting cocktails, making recommendations
and supplying general information:
Name
Banana
Alexander
Between the
Sheets
Black
Russian
Ingredients
30 ml Lena
30 ml White Crème de
Cacao 45 ml Cream
Method
Shake
and
strain
Glass/Garnish
30 ml Brandy
Shake
strain
and
Cocktail
30 ml Kahlua
30 ml Vodka Top with
Coke
Build
ice
with
30 ml Vodka Dash lemon
Build
in
glass & top
with tomato
juice
Highball – decorate
with celery stick
Build
ice
Highball
15 ml Cointreau
glass
Wheel of lemon
15 ml Bacardi
30 ml Lemon juice
juice
Bloody Mary
Cocktail
glass
Sprinkle
with
chocolate powder
½
tsp
Worcestershire
Old Fashioned
sauce 3 drops Tabasco
sauce
Salt & pepper
30 ml Blue Curacao 30
Blue Lagoon
ml Vodka
Top with Lemonade
4 drops grenadine 2 parts
Midori
Brain
Haemorrhage
2 parts Sambuca
with
Layer
carefully in
the order as
listed
Liqueur glass
1 part Baileys
39
Element 3: Prepare and serve drinks
Name
Brandy
Alexander
Ingredients
30 ml Brandy
30 ml Dark Crème de
Cacao 45 ml Cream
Method
Shake
and
strain
30 ml Brandy
Shake
strain
15 ml Maraschino
Brandy
Crusta
Wine glass Sugar
the
rim
Orange
wheel
Build in glass
Champagne
flute
Strawberry
5 ml Grand Marnier
15 ml Triple sec
30 ml Cranberry juice 15
ml Lime juice
of fresh lime Cola
Cuba Libra
30 ml White Rum 30 ml
Cointreau 30 ml Lemon
juice
30 ml Tequila
Dirty Mother
and
15 ml Brandy
30 ml Dark Rum Squeeze
Daiquiri
with
drops of bitters
Top with Champagne
20 ml Vodka
Cosmopolitan
Classic
Sprinkle
nutmeg
15 ml Sweet Vermouth 2
60 ml Orange juice
Sugar cube with bitters
Champagne
Cocktail
Glass/Garnish
Cocktail
glass
Blend in a
mixer with
ice
Strain into Martini
glass
Fill
glass
with ice, add
rum; rub lime
around rim of
glass
&
squeeze into
glass;
fill
with Cola
Shake
and
strain
Highball
decorated
lime slice
–
with
Cocktail
glass
Built on ice
Highball
Build on ice
Colada glass
Build on
Cocktail glass
Lemon wheel
15 ml Kahlua
5 ml Grand Marnier Top
with milk
30 ml Advocaat
15 ml Cointreau
Fluffy Duck
15 ml Vodka
30 ml Orange juice 15 ml
Cream
Frappé
Top with Lemonade
Any liqueur served on
39
Name
Freddy
Fudpucker
Godfather
Ingredients
crushed ice
Method ElementGlass/Garnish
3: Prepare and serve drinks
crushed ice
10 ml Tequila
Top with Orange juice 15
ml Galliano
Build on ice
30 ml Scotch
Build on ice
Old Fashioned
Shake
strain
&
Cocktail glass
Shake
strain
&
30 ml Cointreau
15 ml Orange juice 30 ml
Cream
30 ml Crème de Menthe
Grasshopper
wheel
30 ml White Cacao
Orange wheel &
cherry
15 ml Kahlua
15 ml Crème de cacao 15
Harvey
Wallbanger
Illusion
Japanese
Slipper
Cocktail
glass
Chocolate
45 ml Cream
Harbour
Tunnel
Orange
30 ml Amaretto
30 ml Galliano
Golden
Dream
Highball
flake/cherry
Blend with
ice
in
a
blender
Old fashioned – top
with Milo
Build on ice
Highball
ml Baileys
60 ml milk
30 ml Vodka
Top with Orange juice 15
ml Galliano
Equal parts of Cointreau,
Midori, Vodka, Lemon
juice
30 ml Midori
30 ml Vodka
Orange
wheel
Shake with
ice & strain
Martini glass
Shake
strain
&
Cocktail glass
Shake
strain
&
Cocktail
30 ml Lemon juice
30 ml Vodka
Kamikaze
30 ml Cointreau
10 ml Lime cordial 20 ml
Lemon juice
15 ml Vodka
15 ml Bacardi
Long Island
Iced Tea
Build on ice
glass
Lemon wheel
Pilsener
glass
Lemon wheel
15 ml Tequila
15 ml Gin
15 ml Lemon juice Top
with Cola
39
Name
Ingredients
45 ml Gin
Martini
10 ml Vermouth
30 ml Bacardi
Mai Tai
Margarita
Colada
Triple Sec
wedge
glass
5 ml Amaretto
Top with pineapple juice
2 ml Grenadine
30 ml Tequila
15 ml Cointreau 30 ml
Lemon juice
3 mint sprigs Soda water
30 ml Bailey’s
Shake
strain
&
Cocktail glass
Salt on rim
Lemon wheel
Muddle mint
& sugar with
splash
of
soda
until
dissolved;
add
lime
juice & rum;
shake
&
strain
over
cracked ice
Build on ice
Highball
–
garnished with
mint sprig
Blended with
ice
Colada
Brandy Balloon
30 ml Cointreau
30 ml Bacardi
15 ml Malibu
Pina Colada
Build on ice
Pineapple
lime 2 tsp sugar
Orgasm
Olive
15 ml Coruba Rum 15 ml
60 ml Bacardi Juice of 1
Mojito
Method ElementGlass/Garnish
3: Prepare and serve drinks
Gently stirred
Cocktail glass
15 ml Coconut milk 90
ml Pineapple juice
30 ml Scotch
Rusty Nail
30 ml Drambuie
Screaming
Orgasm
Equal
quantities
of
Kahlua,
Baileys,
Amaretto and Vodka
30 ml Gin
glass
Pineapple
wedge
Build on ice
Old Fashioned
Shake
strain
Cocktail glass
&
Build on ice
Highball Cherry
Shake
strain
Martini glass
15 ml Cointreau 15 ml
Singapore
Sling
Lemon juice Top with
Soda
20 ml Cherry brandy
Snake in the
Grass
30 ml Baileys
15 ml Green Crème de
menthe
&
39
Name
Ingredients
Cream (optional)
Element 3: Prepare and serve drinks
Method
Glass/Garnish
30 ml Gin
Shake
strain
&
Highball
Build on ice
Schooner
V-Bomb
60 ml Vodka
15 ml Lemon juice West
Coast Cooler
Shake
strain
Old
Whisky Sour
45 ml Canadian Club 15
ml Sugar syrup 30 ml
Lemon juice 10 ml Egg
white
30 ml Kahlua
30 ml Vodka Top with
Milk
Build on ice
30 ml Bacardi Gold 30 ml
Build on ice
30 ml Lemon juice 15 ml
Tom Collins
Sugar syrup 2 ml Bitters
Top with Soda
White
Russian
Coruba
Zombi
&
Fashioned
Slice of lemon
Brandy
Balloon
Strawberry optional
Colada
glass
Pineapple wedge
5 ml Triple Sec
15 ml Lemon juice
Top with pineapple juice
5 ml Overproof rum
A list of Classic and Modern style cocktails
The recipe and method for these cocktails is presented in an alternative format highlighting
the variety of options there are for setting out cocktail recipes.
Martini style
CLASSIC VODKA MARTINI
60ml vodka
5ml dry vermouth
METHOD: Stir with ice and strain
GLASS: Cocktail
GARNISH: Green olive or lemon twist
Aperitif style
NEGRONI
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20ml gin 20ml Campari
Element 3: Prepare and serve drinks
20ml rosso vermouth
METHOD: Stir over ice and strain into chilled glass
GLASS: Cocktail
GARNISH: Orange slice/twist
Digestif style
OLD FASHIONED
60ml premium bourbon
1 white sugar cube doused with Angostura bitters Dash soda water
1 orange peel
METHOD: Crush sugar cube and soda water in serving glass Add several ice cubes and
begin stirring
Add 1 shot of bourbon and more ice, stirring constantly Add another shot of bourbon and
more ice
Stir until glass is full of ice, well chilled and partly diluted Squeeze an orange zest over the
top
GLASS: Old Fashioned
GARNISH: Orange peel
Cobbler style
PORT COBBLER
60ml ruby port
15ml Grand Marnier Tsp. white sugar
3 fresh pieces of pineapple, lemon & orange
METHOD: Muddle the fruit and sugar in Boston glass
Shake with remaining ingredients and strain over crushed ice
GLASS: Sling
GARNISH: Pineapple wedge or orange twist and a mint sprig
Blazer style
BRANDY BLAZER
60ml cognac Tsp. white sugar
Dash Angostura biters 1 orange zest
METHOD: Place the balloon glass on its side sitting in a tumbler Add the sugar and bitters
and pour in the cognac
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3: Prepare
serve the
drinks
Warm the glass from beneath with a lighter as you twist the glassElement
from the
bottomandIgnite
spirit and continue to twist the glass for approximately 10-20 seconds Extinguish flame by
placing a napkin over the opening
Swirl the glass and serve GLASS: Brandy balloon GARNISH: No garnish
Champagne cocktails
FRENCH 74
20ml vodka 10ml lemon juice
5ml gomme syrup
METHOD: Shake all ingredients, strain into chilled glass and top with Champagne
GLASS: Champagne flute
GARNISH: Lemon twist
ZINZERO
20ml vodka
5ml ginger liqueur (crème de gingembre) – optional 10ml lemon juice
5ml gomme syrup Small knob of ginger
METHOD: Smash ginger in Boston glass
Shake with remaining ingredients, double strain into chilled glass and top with Champagne
GLASS: Flute
GARNISH: Slice of ginger
Julep style
MINT JULEP
60ml premium bourbon 15ml water – optional 2 tsp. white sugar
10 large mint leaves
METHOD: Muddle mint, sugar and water in serving glass Add 1 shot of bourbon and
crushed ice. Stir well
Add more crushed ice and remaining bourbon Fill glass with crushed ice
GLASS: Highball
GARNISH: Mint sprig
Sour style
WHISKY SOUR
60ml whisky 30ml lemon juice
15ml gomme syrup Dash egg white
METHOD: Shake all ingredients vigorously Strain over ice
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GLASS: Old Fashioned
Element 3: Prepare and serve drinks
GARNISH: Lemon slice and maraschino cherry
Collins style
TOM COLLINS
60ml gin
30ml lemon juice 15ml gomme syrup Soda water – to top
METHOD: Build over ice
GLASS: Highball
GARNISH: Lemon slice
b & c magazine
Anyone really interested in learning more about cocktails and keeping in touch with the
cocktail industry should seriously consider subscribing to ‘b&c magazine’ (bars and clubs
magazine).
See http://www.intermedia.com.au/ for more information on the magazine and details of how
to subscribe. Subscription also entitles trade people to receive a free copy, annually, of
‘Signature Cocktails’ that lists and shows contemporary cocktails. The magazine contains
regular articles on topics such as personalities in the trade, competitions, spirits and liqueurs,
recipes, venues and bars, new products, emerging trends and interviews with industry leaders.
Examples of recipes include:
Bleeding heart
20 ml Alize Wild Passion 30 ml Alize Pomegranate 10 ml Green Tree Amaretto 40 ml
Cranberry Juice
15 ml Adam vodka
Shake with ice and strain into a sugar crusted martini glass. Garnish with a fresh strawberry
drizzled with chocolate syrup. (May edition, 2009, p.29)
Kahlua Vanilla Sugar Plum 30 ml Kahlua French Vanilla 10 ml fresh lime juice
90 ml cranberry juice
Add ingredients to a simple tall glass, fill with ice and stir. (May edition, 2009, p.41)
Orange Blossom Glass: Martini Ingredients:
45 ml Plymouth gin
15 ml Sweet vermouth 60 ml Orange juice
Method: Shake and strain Garnish: Orange twist (March edition, 2009, p.16)
The Patrón Perfect Margarita 45 ml Patrón Silver or Reposado 20 ml Citrónage
30 ml freshly squeezed lime juice
60 ml fresh Lemon Sour (2 parts fresh filtered lemon juice to 1 part simple syrup) Shake well,
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Element 3: Prepare and serve drinks
garnish with a lime.
(May edition, 2008, p.9)
Stormy Bauple
1. Have your ingredients ready
2. Add ice to glass
3. Add 45 ml aged rum
4. Add 10 ml TMD Macadamia Nut Liqueur
5. Add 15 ml TMD Choc N Chill Liqueur
6. Squeeze lime wedges
7. Add bitters
8. Top with ginger beer
9. Stir
10. Top with crushed ice and serve. (May edition, 2008, p.33)
List of shooters
Some venues serve ‘shooters’ and some do not due to responsible service of alcohol concerns.
Name
Ingredients
Method
15 ml Bailey’s Irish Layered
Glass/Garnish
Shot
Cream 10 ml Kahlua
B52
10 ml Cointreau
15 Kahlua
Hard On
Jam
Donut/
Doughnut
Layered
Shot
Shot
15 ml Cream
Use sugar syrup
to frost glass with
sugar;
add
Chambord
&
layer cream on
top
15 ml Black Sambuca
Layered
Shot
Layered
Shot
15 ml Lena
5 ml Cream
15
ml
Chambord
raspberry liqueur
Oil Slick
10 ml White Sambuca
Quick
Comfort
10 ml Bailey’s
Equal quantities
Kahlua,
Midori
Southern Comfort
of
&
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QF
Safe Sex
Sex in
Snow
the
Slippery
Nipple
Traffic Lights
Equal quantities of
Kahlua,
Midori
&
Baileys
Equal quantities of
Strawberry
liqueur,
Baileys & Cointreau
and serve drinks
LayeredElement 3: Prepare
Shot
Layered
Shot
Equal
parts
Cointreau, Malibu
Sambuca
Build in glass
Shot
20 ml White Sambuca
10 ml Bailey’s
Layered
Shot
10 ml Midori
Layered
Shot
of
&
10
ml
Suntory
Rockmelon
10
ml
Suntory Strawberry
Element 2: Prepare cocktails
2.1 Select and use cocktail glassware and equipment in accordance with enterprise and
industry standards
Introduction
The most effective preparation and presentation of cocktails requires the use of the correct
equipment and glassware. This Section identifies what is required to prepare and present
cocktails to meet customer and venue expectations.
Glassware
Presentation is as important as taste when it comes to most things. Cocktails are no different.
Cocktails should always be presented in the right glass to achieve the desired end effect and
they must be made by using the right equipment and utensils. Cocktails must be created in
accordance with enterprise standards at your workplace, and abiding by industry regulations.
Cocktails are served in a variety of glasses. The following types are the most commonly used:
 Highball glass – a long, straight-sided glass holding 200 – 300mls and used for
cocktails such as Harvey Wallbanger, Collins and Tequila Sunrise.
 Also a popular glass for serving fruit juice, soft drinks and long, mixed drinks.
 Martini glass – the most well-known cocktail glass, featuring a classic
V-shape (approximately 90s ml capacity) used for Martinis and other
small volume cocktails.
 Manhattan glass – a larger version (180 – 200mls) of the Martini glass
used by many as their generic cocktail glass.
 Old fashioned glass – a squat glass (short and wide) of approximately
200mls used for cocktails such as a Black Russian and a Godfather.
 Also commonly used to serve neat spirits, spirits served on-the-rocks, and
short mixed drinks.
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 Colada glass – curvy glass of 300 – 400mls capacity used for Element 3: Prepare and serve drinks
cocktails such as Coladas, Fluffy Duck and Mai Tai.
 Champagne flute – a purpose-built glass used to serve
Champagne and a range of
Champagne cocktails.
Capacity varies between 160 ml – 200mls.
 Brandy balloon – a short-stemmed, large-bowled glass used to serve straight Cognac as
well as Brandy Blazers, White Russian and other cocktails.
 This style of glassware comes in a very wide selection of sizes from 200mls
to 4 litres. The really large ones are used for display purposes, not for the
presentation or service of drinks.
 Test tube – test tube-shaped glasses (holding approximately 60mls) commonly housed in a
wooden or metal rack. Can be used as the glass for service of drinks, or (to enhance
showmanship) as the vessel from which ingredients are poured into a glass when making a
cocktail.
 Some venues do not use these glasses as they believe they encourage irresponsible
consumption of alcohol.
 Liqueur glass – a small glass (28 – 30mls) used to serve a straight liqueur
or a liqueur with cream floated on top.
 Shot glass – small glass (45 – 60mls) used for Shooter recipes and for serving single shots.
 Some venues do not use these glasses as they believe they encourage
irresponsible consumption of alcohol.
 The choice of glass will be dictated by:
 House policy – such as the designated glass as listed in a house recipe.
 For example, the venue may use Manhattan glasses (or some other generic glass) for the
majority of its cocktails
 Tradition – certain cocktails are traditionally served in certain glasses: cocktail books and
house recipes will specify what is required.
Equipment
Cocktails must be made using the right equipment and utensils. Equipment required includes:
 Cocktail shakers – standard and/or Boston shakers used to combine ingredients and mix
when the ‘shaking’ method of producing cocktails is required
 Hawthorn strainer – a metal strainer used across the top of a bar glass to strain out ice, pips,
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fruit once a cocktail has been mixed
Element 3: Prepare and serve drinks
 Blender – an electric blender used to produce blended cocktails where, for example, fruit,
ice or other ingredients need to be blended
 Bar spoon – a long-handled spoon used to stir ingredients when making
a cocktail in a bar glass
 Bar glass – a large, thick glass used as the base container for mixing
stirred cocktails and half of the Boston shaker
 Tongs – used to pick up fruit or ice for placement into drinks
 Jugs – used to store and pour ingredients such as freshly squeezed juice, cream, milk and
other liquids/beverages
 Stirrers and swizzle sticks – placed into cocktails as decorations and used by customers to
stir their drinks
 Pourers – items inserted into the necks of bottles to enable more precise pouring of liquid
from the bottles. Traditionally inserted into syrups and cordials, and spirits and liqueurs
where free-pouring is used, and sometimes referred to as ‘speed pourers’
 Measures – items used to measure the amount of alcohol dispensed from a bottle. Measures
may be inserted into the top of a bottle and measure an exact volume of liquid (15mls,
30mls or 60mls) when the bottle is up-ended.
‘Egg cup’ measures may also be used and quite popular. These are a two-ended measure staff
fill from the neck of the bottle.
These look very similar but they come in 30 ml/60 ml, and 15 ml/30 ml sizes: be careful not
to over-pour or under-pour by mistake
 Ice crushers – used to crush ice. May be electrical or mechanical
(hand operated)
 Scoops – metal utensils used to scoop ice from ice machines.
Glasses must never be used to scoop ice as they may break causing
glass to become mingled with the ice
 Glass chillers – essential to ensure the glasses used for cocktails are
cold when drinks are poured into them or made in them
 Zesters – used to remove the zest of fruit
 Peelers – used to remove peel from fruit so it can be used as a decoration
 Juicers – may be hand-held utensil or an electrically-operated machine to remove juice
from (for example) lemons, oranges and limes
 Knives and chopping boards – used to slice fruit for cocktails and in preparation for making
juices
 Ice shavers – used to shave ice: not all venues will have an ice shaver
 Bar towels – used to decorate the bar counter and help keep it clean and dry
 Toothpicks – used when creating certain garnishes to keep the garnish together
 Cocktail list or menus – similar to a food menu, the cocktail list identifies the cocktails
available and usually also describes the ingredients (and/or the colour, aroma and/or texture
of the drink) as well as listing the price. Some lists also mention size of the glass and the
alcohol strength.
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 A range of cocktail glassware – see Section 2.1 for more detail. Element 3: Prepare and serve drinks
Standards
Industry standards in regard to glassware and equipment reflect legal requirements and
customer expectations. The non-negotiable requirements regarding glasses used for cocktails
are they must be:
 Clean
 Not chipped
 Not cracked
 Appropriate for the cocktail.
 In addition, industry standards require:
 Fresh glasses must be used for every drink. You cannot re-use an already used glass.
 Glassware should be polished before being used for service. Take care when polishing any
glassware that has a stem or a thin lip as they break easily
 Glasses and equipment must be stored after cleaning to protect against contamination
 Checks should be made on all equipment to make sure it is operating as expected and is
safe to use.
2.2 Make cocktails correctly and efficiently in accordance with recipes
Introduction
Cocktails should be made according to standard or house recipes as efficiently as possible
ensuring there is no waste or spillage. This Section addresses cocktail making rules and
requirements to be aware of when making cocktails.
House recipes
Many (but not all) venues will have a set of standard or house recipes available to guide staff
in the making of cocktails. The benefits of using a standard recipe are:
 It instructs staff about how the drink is to be made and what to use. It contains:
 The actions required in making the cocktail and their sequence
 The ingredients required and the measurement or amount of
each. In many cases the brand name of a product will be listed
to provide additional specificity about the recipe
 The equipment to be used – by name/type
 The glass the drink is to be served in – by type/ and/or size
 It provides the basis for staff training. Cocktail mixers can learn how to make the cocktails
by following the house recipe
 It provides consistency of finished produce. If the recipe is followed correctly all drinks
will look and taste the same
 It allows management to control costs. Venue management will determine their selling
prices for cocktails based on the known cost price of the ingredients as stated in each
recipe.
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Where house recipes are provided:
Element 3: Prepare and serve drinks
 There should be a recipe for every cocktail listed on the cocktail list so staff know how
make every cocktail offered for sale
 They must be followed every time a cocktail is made without exception. Note, however,
you can double the amount of ingredients to make two cocktails at the same time.
Be prepared to refer to the recipe if unsure
 Keep the recipes sheets clean. Most pages of standard recipes are laminated to allow them
to be wiped clean.
Guest requests
Some venues will mix cocktails according to guest requests and some will not.
Some venues will only offer what is on their cocktail list and refuse to make any other
cocktails as a standard operating policy.
Venues who will not make guest-requested cocktails do so because:
 It takes too long for staff to determine what is required, and how to make it
 There is confusion over how much to charge in order not to exploit the customer, and in
order for the venue to show the profit it is entitled to.
Where you work in a venue that refuses to make guest cocktails, the standard response to a
request to do so is:
 Explain this is against house rules
 Apologise
 Offer a cocktail similar to the one requested in terms of one or more of the following:
 Primary/base ingredient
 General taste
 Style
 Volume.
Basic cocktail mixing rules
The following apply across the industry as basic requirements when mixing cocktails:
 Workstation should be well prepared and presented. It must be clean and well-stocked with
sufficient ingredients, glassware, equipment, decorations and garnishes to cope with
expected trade
 Only clean equipment and utensils are to be used when mixing drinks. This often requires
cleaning and washing items in between uses
 Use only polished glasses. The glass the finished cocktail is poured into must be sparkling
clean (and not chipped or cracked)
 Follow all recipes using standard measures:
 All ingredients must be poured to the correct level as indicated in the standard recipe.
Guessing the volume of an ingredient (free-pouring) is not permitted in most cocktail
bars
 Nominated brand names must be used as this has possible implications for altering taste,
61
and impacting on profitability
Element 3: Prepare and serve drinks
 Always work above the shaker, blender or glass. Do not work in a situation where these
items are above chest-height as:
 You need to be able to look into these items
 If these items are too high, you have less control
 Never over-mix/blend dairy-based cocktails. Time the process and/or observe the product
continually
 Strain unwanted ingredients from the shaker or bar glass using a strainer in accordance
with the recipe/s. Standard requirements for shaken cocktails are the ice and other
ingredients are not served as part of the finished cocktail
 Add juices and carbonated beverages last to cocktails being made in a glass. The standard
process is:
 Add ice first using tongs or a spoon
 Add the spirit/s and/or liqueurs
 Add the mixer (fruit juice, milk, aerated waters)
 Add garnish and/or decoration
 Serve
 When making more than one cocktail in a shaker or blender, pour the finished product so as
to distribute the drink evenly by placing half the mixture into all the glasses first and then
doing a second pass of all glasses topping them up. Do not pour or fill Glass number 1,
then pour or fill Glass number 2
 Do not over-garnish. Cocktails should not look like a fruit salad: follow house recipe
 Ensure fruit does not contain pips when used as a garnish. Take the pips out of all cut fruit
using the point of a small knife
 Use the right size straw; short straws for short drinks (such as champagne saucers), Old
fashioned glasses and Manhattan glasses; use long straws for Highball glasses
 Hold the drinking straws between the portion of the straw that will be inserted into the
drink, and the part the customer will put in their mouth. This means you have to pay
attention to how you grasp and handle straws
 Hold the glass near the base and/or around the stem when handling it. Do not touch the
glass around the rim where the customers have to drink from.
Muddling
Some cocktails require you to ‘muddle’.
This means you have to crush or mash ingredients together in a glass. Use a strong glass – an
Old Fashioned glass due to its shape and size is acceptable: a bar glass could also be used.
Muddling requires you to use a stainless steel muddler [also known as a muddling stick] (not a
glass one and not one covered/lacquered in any way) to mash the ingredients together.
Ingredients that may need to be muddled will be identified in the recipe. Various cocktails can
require you to muddle sugar, lemons, strawberries, herbs, ginger, pineapple, limes, cucumber
etc. When the muddling has been completed, the other ingredients are added to the muddled
ingredients, the drink is shaken and then strained before service.
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Sugar syrup
Element 3: Prepare and serve drinks
In many cases where the cocktail requires you to muddle sugar, a sugar syrup (also known as
Gomme syrup) may be used instead.
The recipe for sugar syrup can vary so find out what applies where you work. The following
are two options.
(1) 500mls of water and 500gms of sugar – heat together in a pot, stirring
to assist the dissolving of the sugar. Allow to reach the boil. Remove
and allow to cool. Refrigerate, cover and store for later use.
(2) Add boiling water (1/3 by volume) to sugar (2/3 by volume) – stir to
dissolve sugar. Allow to cool. Refrigerate, cover and store for later use.
Flairing (or Flaring)
Cocktails are experiencing a resurgence in popularity with the growth of
cocktail bars and a boom in the showmanship (flair bartending) that can be
associated with the preparation of some modern cocktails. Perhaps the
movie ‘Cocktail’ was also, in part, responsible. Flairing is regarded by
many as a sport rather than a viable option for making cocktails in most
retail environments: some employers encourage flair bartending and some
do not. Be sure to check out the links from the above to view other videos
and information.
Practice
You must practice the art of cocktail making so you become competent in the skills required.
Once you have mastered the basic principles and practices you will be able to produce any
cocktail and/or follow any cocktail recipe.
You should practice so you gain competency in all styles of cocktails identified – that is:
 Shaken and strained
 Blended
 Built
 Stirred
 Layered
 Floating.
Cocktail mixing on the ‘Net
Take time to view the resources and videos available on the Internet to help with learning
about cocktail mixing. Note the differences that exist for making the same cocktail. There are
commonly several small variations available for making an acceptable version of the one
cocktail.
The following are useful sites – also search for ‘cocktails’ and ‘cocktail mixing’.
 http://www.videojug.com/film/how-to-make-a-pina-colada-cocktail
 http://www.videojug.com/film/how-to-make-a-tequila-sunrise-cocktail
 http://www.videojug.com/film/how-to-make-a-frozen-margarita-cocktail
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Element 3: Prepare and serve drinks
 http://www.videojug.com/film/how-to-make-a-freddy-fudpucker-cocktail
 http://www.videojug.com/film/how-to-make-a-b53-cocktail
 http://www.videojug.com/film/how-to-make-a-white-russian-cocktail
 http://www.videojug.com/film/how-to-make-a-mai-tai-cocktail
 http://www.videojug.com/film/how-to-make-a-black-russian-cocktail.
2.3 Consider and evaluate new cocktail recipes and develop in accordance with enterprise
policy
Introduction
To create interest in cocktails and the venue, many cocktail bars will try to develop a new
cocktail recipe. This Section looks at the factors involved in producing a new cocktail
attractive to customers and acceptable to the venue.
General requirements
A new cocktail needs to be evaluated against certain criteria to determine whether or not it can
be added to the current cocktail list of a venue. Creating your own cocktails recipes is fun and
you can even name it after yourself. It could make you famous!
The criteria to be considered when inventing a new cocktail is:
 Eye appeal
 Texture
 Flavour
 Temperature
 Compliance with enterprise policies.
Eye appeal
It is always important that a new cocktail looks attractive and appealing. It should look
enticing. If the drink looks delicious, the customer will usually be happy even before the glass
reaches their lips so it is vital any new creations have suitable eye appeal.
Points to note in this regard include:
 Use a suitable glass – the type and style of glass used for a cocktail is a major factor in how
the cocktail itself looks
 Use a garnish and decoration where appropriate – but avoid over-garnishing
 Make sure there are no drips on the glass – do not over-fill the glass when determining what
the final new product will look like
 Make sure a clear cocktail, looks clear – with nothing floating in the solution
 Try to create a cocktail that aligns with the name you give it. It is beneficial if the cocktail
looks like the name you give it
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Texture
Element 3: Prepare and serve drinks
The texture of a cocktail should be just right. Texture refers to the inmouth feel of the finished product. It does not relate to the taste of the
drink. A cocktail can have a great taste but poor or unacceptable texture.
This is of special importance where fruit and/or dairy products are used as
ingredients.
Important points are:
 A dairy-based blended cocktail must not be blended for too long or it thickens too much and
cannot be sucked up through the straw, or it starts taking on the appearance and texture
commonly associated with a thick shake
 Pieces of fruit blended into a cocktail should be liquidised and not appear in the finished
products as ‘lumps’.
Flavour
It is important the right ingredients are used to achieve the right flavour for a new drink.
Consistency is important when making cocktails, because the same flavour must be achieved
every time your new cocktail is made.
Important elements are:
 Measure ingredients – as opposed to free-pouring. Free-pouring might look good in cocktail
competitions (flaring) and films but it harms profit and leads to an inconsistent final product
 Use common sense to determine possible taste combinations. There are many combinations
that obviously will not work so avoid them
 Use the ‘complement’ approach. The ingredients used should complement each other (as
opposed to contrasting with each other)
 Avoid stand-out flavours. In a commercial setting a new cocktail must have general appeal to
encourage most people to buy it. This means there needs to be a ‘middle of the road’ approach
that avoids intense and ‘way out’ flavour combinations and/or final results. For example, it is
possible to make a garlic-flavoured cocktail but would it be ordered by many customers?
Temperature
Temperature plays an important part in the final presentation of cocktails.
Most cocktails are intended to be served 'stingingly cold' so care must be taken to:
 Use pre-chilled glasses to serve your newly designed cocktail. Do not allow the take- up of
ambient temperature to mask or detract from the flavour or experience of your cocktail
 Use only refrigerated ingredients. Make sure all juice, wine, dairy and soft drink ingredients
you use are cold, and return ingredients to the refrigerator when not actually being used. It is
important your ‘test’ cocktails reflect the workplace reality of your cocktail bar
 Serve cocktails as soon as they have been made and taste them at this time. Do not allow them
to stand for five minutes before tasting them.
 It is vital you understand the relationship between taste and temperature. A stingingly cold
cocktail will taste quite different from one allowed to stand and increase in temperature by as
little as five to ten degrees.
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Element
3: Prepare and
 Write down your observations on how the cocktail tastes. Include
observations
on serve
whatdrinks
is
right or wrong with the drink, as well as what you believe to be needed in terms of ‘more
XYZ’, or ‘less XYZ’
 Get others to taste the drink. If others like what you have produced there is a greater chance it
will have wider acceptance.
Makers of a new cocktail can be ‘too close’ to their creation meaning it can be impossible for
them to give a truly objective impression of the drink.
Compliance with enterprise policies
To create a new cocktail in accordance with enterprise policies, the following must be taken
into account:
 There is usually a need to account for ingredients used as part of the development process. It
is generally not acceptable to use spirits, liqueurs and other ingredients without advising
management where and how those ingredients have been used
 The use of ingredients in the development process will mean product is being used but no
revenue is being generated as a result. Management need to know (and/or approve) this so
they can make corresponding adjustments to their expectations of the financial performance of
the cocktail bar
 The time used to invent cocktails must be approved by management. If the venue is not
prepared to pay your wages for the time involved in developing a new cocktail then this
means you have to work on this for free
 Many venues will provide a trade-off. They will pay for the ingredients providing you
contribute your time free of charge
 Naming of the cocktail. Most venues will need to approve the name given to a new cocktail to
ensure it is ‘appropriate’ and that it aligns with the image of the venue and does not give
offence
 Ingredients used . Some venues will require that the ingredients used in a cocktail must be
available from nominated suppliers, or from the suppliers the venue already deals with
 Selling prices. Some venues will require all new cocktails to be sold for (or under) a given
price.
 This price will return an appropriate profit to the venue, and make the drink attractive for
customers to buy.
 The point is that there are rarely any limits about what can be used, and how much can be
used, for new cocktail recipes
 Responsible service of alcohol. The venue may limit the amount of alcohol that can be
included in any single cocktail.
Tips on creating a new cocktail
New cocktail recipes are being made daily in bars all around the world. However, developing
and tasting cocktails can become expensive, so it is important all new cocktail recipes and
titles are well-considered and thought through before you start.
You may need to address the following:
 Obtain permission from management before you start experimenting with their expensive
liquor
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Prepareinto
and serve
drinks
 Set aside designated times for experiments rather than tryingElement
to fit3: them
normal
workplace duties
 Create a dedicated assortment of beverages and ingredients used only for developing or
testing new cocktails to avoid problems associated with determining the financial performance
of the cocktail bar
 Be prepared to fine-tune a recipe. A small variation to an existing recipe can result in the
creation of a new cocktail. Fine-tuning can relate to adding more or less of an ingredient,
adding or removing an ingredient and swapping one ingredient for another.
Finding new recipes
It is not necessary to create a new cocktail in order to add a new drink to your cocktail list.
You can research various sources to capture new recipes, for example:
 Contact liquor suppliers or sales representatives and ask them what they have and what they
have heard of. Many have useful websites and hard copy materials you can use
 Attend cocktail mixing competitions to see what they do. The idea is to learn from their
creations and combinations, and from what they use
 Visit retail liquor outlets and become familiar with the promotions and new products available
on the market. A new product might spark a thought about a new cocktail
 Get on the Internet and type ‘cocktail recipes’ in the search engine. There are hundreds, if not
thousands, of cocktail recipes to be found in cyberspace
 Read industry magazines – b & c is a great resource
 Run an in-house competition between staff or involve customers. This is a good way of
creating interest in cocktails and generating involvement of customers
 Read some of the hundreds of cocktail books available. Just changing or adding (or perhaps
removing) one ingredient can create a new cocktail. See the suggested titles in this manual.
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Element 3: Present cocktails
Element 3: Prepare and serve drinks
3.1 Present cocktails attractively in a manner and timeframe that optimises cocktail
appearance, temperature and service quality
Introduction
It is not enough to mix a cocktail correctly – it must also be presented correctly. This Section
looks at factors involved in the professional presentation of cocktails to customers.
General requirements
As a general rule:
 Cocktails must be served very cold. Cocktails therefore need to be served as soon as possible
after they have been made and not allowed to sit and pick up ambient heat
 Every cocktail should be checked before service to ensure it looks the way it should look and
is presentable. A quick visual inspection is all that is needed
 Excellent levels of service must accompany the delivery of a cocktail to the drinker. When a
cocktail is served you should:
 Announce it – tell the customer the name of the cocktail so they know they are getting what
they ordered
 Make a statement indicating you hope they enjoy their drink
 Smile – and apply positive customer service protocols.
Eye appeal is buy appeal
A cocktail must look inviting, interesting, appealing, attractive, tempting and
different. All the cocktails you serve must optimize their appearance.
Not only is this important for the person who is going to drink the cocktail but
every cocktail you make should be an advertisement encouraging other
customers to order the same thing.
Ensure:
 The drink is colourful or, at least, the correct colour.
For example, using dark crème de cacao (rather than the correct ‘clear/white crème de cacao)
in a Grasshopper will colour it too dark.
 Using clear or white crème de menthe will fail to give the required green colour
It is properly garnished and decorated. The decoration, or garnish, adds the finishing touch to
the majority of cocktails.
Without a proper garnish the drink is not complete and can disappoint the drinker.
The garnish for this drink must be the same for the same cocktail the last time it was made.
There needs to be consistency with garnishes in the same way there is consistency with the
drink itself.
Beware the common problem of over-garnishing and finishing up with a glass that looks more
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like a fruit salad than a cocktail
Element 3: Prepare and serve drinks
 There are no dribbles or drips running down the glass. Customers become quickly annoyed if
their drink drips on to their shirt or tie.
The glass must be full but not over-full
 There is consistency – this is critical.
One Brandy Alexander must always look and taste the same as another.
If you have an order for two blended or shaken cocktails, make them both together at the same
time to ensure they both look and taste the same
 Appropriate glassware is used and is used for every one of the same drinks. Check recipes (or
ask management) to make sure the right glass is being used
 Glasses are clean. Glasses which have been used with dairy products or fruit juices are
notoriously hard to clean.
Always check for lipstick as this too is often difficult to remove
 Glasses are not chipped or cracked. Visually inspect every glass before using it or pouring
into it
 The correct straw is served, where appropriate. Some cocktails will need a full straw, a bent
straw or a half-straw/short (cocktail) straw.
It is useful to seek feedback from customers about their cocktails. This can provide valuable
tips about things that might need changing or improvement.
Garnish options
There are a wide variety of garnishes available for adding to cocktails. Some are traditional,
and many are the result of personal preference.
As a basic list of standard garnishes, you should be able to produce the following:
 Slice of orange or lemon – full slice, half-slice and quarter-slice
 Wedges and knots – of lime, lemon or orange
 Lemon or orange wheel
 Olive on a toothpick – and Maraschino cherry on a toothpick
 Twist of peel (orange and lemon)
 Slice and cherry – a slice of, for example, orange with a cherry attached by a toothpick. The
slice is slightly bent to give the garnish a ‘sail’ effect.
Frosting glasses
Some cocktails require you to ‘frost the rim of the glass’.
This means adding an ingredient to the rim of the glass before pouring the cocktail into the
glass so as to:
 Enhance presentation
 Meet customer expectations
 Create the desired taste when the customer drinks their cocktail.
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Element 3: Prepare and serve drinks
Two options can be used for frosting a glass:
Option 1:
 Rub a slice of orange (for sugar) or lemon (for salt) around the rim of the glass to be frosted to
a depth of about ½ centimetre
 Invert the glass into the frosting medium. Slightly twist the glass to get the medium to stick to
the wet rim.
Option 2:
 Invert the glass to be frosted into orange juice (for sugar) or lemon juice (for salt) to a depth of
about ½ centimetre
 Shake off excess juice
 Invert the glass into the frosting medium. Slightly twist the glass to get the medium to stick to
the wet rim.
Examples of cocktails requiring a frosted glass include Brandy Crustas (castor sugar),
Margarita (salt), Salty Dog (salt). Jelly crystals can be used to enhance the appearance of
some cocktails or to contribute to creating a new one. Visit the following for more
information on frosting glasses and note the different ways of doping essentially the same
thing:
 http://www.ehow.com/video_4939392_rim-glass-salt-sugar.html
 http://www.ehow.com/how_4547278_cocktail-glass-rims-sugar-salt.html.
3.2 Minimize wastage and spillage during service
Introduction Introduction
Wastage and spillage during making and service of cocktails must be minimized. This Section
addresses issues to note when presenting cocktails to optimize professional service.
Need to minimize wastage and spillage
There are many reasons why wastage and spillage when making and presenting cocktails
needs to be minimized:
 Wastage results in loss of product. This adversely impacts on the financial performance of the
cocktail bar
 Spillage creates a mess meaning the workstation looks untidy and often transfers this mess to
other glasses, utensils and equipment
 Spillage adversely impacts on customer enjoyment. A spilled cocktail looks less appealing
and may also cause drips to fall onto the drinker’s shirt or clothes when they raise the glass to
drink from it
 Spillages waste time – if you spill a drink, time is lost cleaning it up.
 Spillage of a customer’s drink means a replacement drink has to be mixed
causing loss of product, wasted time and decreased customer satisfaction
with their cocktail experience.
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Causes of wastage
Element 3: Prepare and serve drinks
Wastage in cocktail making may occur when:
 An incorrect order is taken. Ensure you are certain about the order for every cocktail order
taken
 The wrong quantity of cocktails are made up. It is standard practice to make two or three of
the same type of cocktails at the one time to ensure consistency of taste and appearance but if
you make four cocktails and only three were ordered you have wasted the ingredients for one
drink
 Incorrect measures and ingredients are used to make the cocktail. It should be standard
procedure to measure the ingredients for every cocktail. Free-pouring may look ‘cool’ on
films but it has the potential to waste products (through over-pouring) and often results in
inconsistency in taste
 Products like juice, dairy products and garnishes are not handled and stored correctly. Poor or
improper storage of perishable ingredients will result in these ingredients having to be
disposed of resulting in a total loss for these items
 Staff are rushing. When you rush you risk spilling alcohol, knocking things over, smashing
bottles and other wasteful events

Staff are not concentrating. You must provide excellent levels of customer service but you
must nonetheless focus on what you are doing: mixing and serving cocktails.
Attention to detail, paying attention when taking an order and following standard house
procedures will help minimise waste.Working clean and working tidy is also helpful in
minimising or eliminating waste. This means putting things away when you have used them.
Items (beverages, utensils and equipment) should be put back in their original place once they
have been used. You should adopt a ‘clean as you go’ policy. If you make a mess or spill
something, clean it up immediately.
Note: where an incorrect drink has been made it is standard industry practice that you are not
allowed to drink it.
Spillage
Spillage in relation to cocktails may occur when:
 There is a messy workstation causing a drink or bottle to be
accidentally knocked over. Clutter is a prime cause of workplace waste
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and spillage
Element 3: Prepare and serve drinks
 A cocktail is knocked over by a customer. Check house policy to
determine if and when a customer is entitled to be supplied with a free,
replacement cocktail if they knock theirs over
 A cocktail is not positioned level on a surface and it falls over
 Cocktails are knocked over when being carried on trays. Be very careful and watchful when
carrying drinks to a customer or table
 The lid was not on the blender correctly when it was switched on and product has been thrown
out of the blender causing both waste and a mess at the workstation
 Too much garnish on a glass resulting in the glass being top or side-heavy making it topple
over and spill.
If you do spill or waste a drink – perhaps knock one over – accidentally drop a bottle of
liquor, or mistakenly pour the wrong ingredient into a mix do not laugh about it. You may be
laughing because of nerves, or you may be laughing because of other reasons but the boss will
not find anything to laugh about. As a sobering thought, simply try to calculate how many
drinks have to be sold to generate enough profit to make up for what you just spilled or broke.
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UNIT 4
Element 3: Prepare and serve drinks
PREPARE AND SERVE NON-ALCOHOLIC BEVERAGES
(D1.HBS.CL5.07)
Element 1: Prepare and serve a range of teas and coffees
1.1 Select ingredients, tea/coffee making equipment and crockery/glassware to prepare
tea/coffee
Introduction
The first step in preparing and serving teas and coffees is to
select the necessary ingredient equipment and service ware.
This Section identifies a range of items involved in this step.
Background to non-alcoholic beverages
The hospitality industry has undergone many changes over the years and one of the main
changes is an increased emphasis on non-alcoholic drinks. A truly rounded professional in
the industry today will know as much about non-alcoholic beverages as they will about
alcoholic ones, food and other aspects of the business.
Why has the demand for non-alcoholic drinks increased?
The role of non-alcoholic drinks has grown incredibly over recent years due to:
 The impact of drink-driving laws. More people are now aware they have a moral, social
and legal responsibility not to drink alcohol and drive
 The increasing emphasis on ‘the family’ in many licensed premises. Many venues now
target the entire family unit, and provide food, facilities and entertainment that will satisfy
all age levels. It follows naturally that beverages must also cater for all ages
 A renewed interest in a healthy lifestyle. Some people have medical conditions which do
not allow them to drink alcohol, and others simply want to remain as healthy as they can,
believing the consumption of alcohol runs contrary to their efforts
 A general community feeling that overindulging in liquor is no longer as acceptable as it
once was. Employers and work colleagues will not tolerate drunkenness in the workplace.
Many employers now have a ‘zero tolerance’ policy as far as alcohol is concerned. There is
no doubt employers also have a common law duty of care towards both customers and staff
in relation to alcohol.
Basis for selecting ingredient, equipment and crockery/glassware
The basis for selecting items for making tea, coffee and/or cold drinks are:
 Tradition
 House recipes
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 Customer requests and preferences.
Element 3: Prepare and serve drinks
Tradition
There are traditional ways of making and serving many drinks. For example, demi-tasse for
short blacks, glasses for lattés and iced tea. These traditional methods of making drinks and
service protocols create customer expectations we must meet.
House recipes
House recipes are also known as ‘Standard recipes’. They contain information and directions
on how to prepare drinks setting out:
 Name of drink
 Ingredients to use
 Quantities
 Equipment and utensils required
 Procedure to follow
 Relevant details regarding the individual drink which may mention drink-specific
information such as temperature/s and type of milk to use
 Service requirements including the crockery (or take away container) to be used, and
garnishes, decorations and/or accompaniments required
 A photograph of the finished product.
Not all establishments use written house recipes.
In many premises there will be a selection of books behind the counter to assist with making
beverages. In other cases, it will be assumed staff will know what to do or will ask
customers for help when making unique drinks.
Customer requests and preferences
Customer requests and preferences should be accommodated
when making beverages, where possible. There is no limit to
the individual requests and preferences which may be made but
they often relate to changes to ingredients, service ware,
temperature and garnishes and accompaniments.
In practice this can mean:
 Adding or removing an ingredient – no sugar, no ice, no milk, extra cream
 Adding more or less of an ingredient – extra syrup, double shot of coffee, just a splash of
milk, really strong tea
 Using a different type and or size of cup, mug or glass – “served in a mug rather than a
cup”
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Prepare and
drinks
 Stipulating a service temperature – such as “Really cold, lotsElement
of ice”,3:“Warm
but serve
not hot”,
“Boiling hot”
 Differences to garnishes and/or accompaniments – “extra mints”, “no lemon”, “no straw”.
Tea – general information
There are over 3,000 types of tea across the world.
Black tea
Black tea is referred to as ‘red (or ‘crimso n’) tea’ by the
Chinese because of its colour, and is the most popular tea in
the world. It comes from the fully oxidised leaves of the ‘tea
plant’ called Camella Sinensis. It is the tea commonly used for
making iced tea and owes its popularity to tea bags where it
made its debut to most of the world.
It is also popular with tea producers for blending with other ingredients (such as flowers,
herbs, citrus, fruit) to produce an increasing range of tea-based drinks. Black tea is also
mixed with other teas to make certain blended teas – see below. Black tea is usually the
strongest of all teas in terms of taste and contains the most caffeine. It is available in tea bags
and as loose leaf tea.
Semi-black tea
Known better in China as ‘Oolong’, semi-black teas are semioxidised leaves of the ‘tea plant’ called Camella Sinensis.
Semi-black tea requires a relatively longer infusion time than
black tea, and many semi-black tea leaves can be re-used
although this is more common in a home situation that in a
commercial one. Semi-black teas are also available in bags or
in loose leaf form.
Blended teas
These teas result from mixing different teas together with a
view to creating a consistent final product. Teas blended
together can come from different geographical regions or be
different types of teas. English Breakfast is the most popular
blend – Irish Breakfast is also a blend.
Green tea
Green tea is made from unfermented (hence, green) tea leaves
and is very popular in Japan and China. Green tea has recently
been associated with having health benefits which are making it
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Element 3: Prepare and serve drinks
increasingly popular. Nearly all teas are enjoying a surge in
popularity for health-related reasons. Green tea has fairly
popular versions known as ‘Gunpowder’ and ‘Rainflower’.
Scented teas
Scented teas are usually made by taking a black tea or a semi-black tea and adding
ingredients to introduce a specific aroma and taste. It is believed many of these teas
originally evolved as manufacturers tried to mask the shortcomings of inferior quality teas,
but today many of the scented teas are deliberate marketing ploys by producers seeking new
niche markets for their products.
Ingredients added to the base tea may include herbs, flower blossoms or fruit peel. Wellknown scented teas include Earl Grey (which has oil from the bergamot citrus plant added to
it) and Jasmine (jasmine flowers) but there has been a big growth in this area with scents
also including apple, lychee, mango, strawberry, rose, lavender, mint and caramel.
Smoke is used to scent and flavour some teas, burning pine needles under the tea while the
leaves are drying. Lapsong Souchong is a well-known tea made using a smoking process.
Chai tea
Chai is the word for ‘tea’ in some countries. It is brewed with a
variety of spices (such as ginger, cloves and pepper) which vary
between different blends/recipes.
Coffee - general information
The history of coffee has been recorded from about 1000 AD onwards. From about 1400 AD
Europe began drinking coffee and its use exploded, with many innovations in its preparation
and consumption being introduced.
In the world marketplace, coffee ranks alongside oil, steel and
grain as an exportable raw material of the highest value. Coffee
is the second most-traded commodity in the world. Indeed the
economies of many of the prime coffee-producing countries are
almost entirely dependent on the export of coffee for their
natural wealth. When there is a bad coffee crop, the price
increases and the supply and quality of the coffee is reduced.
Origins
Coffee grows only in tropical regions. It is intolerant to frost and requires moderate rainfall,
warm temperatures year-round and plenty of sunshine. The main coffee growing countries
can be grouped into the following regions:
 Central America and the Caribbean – Mexico, Panama, Caribbean Islands
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 South America – Brazil, Colombia, Ecuador, Peru
Element 3: Prepare and serve drinks
 Africa – Kenya, Tanzania, Cameroon
 Australia/Asia – India, Indonesia, Vietnam, New Guinea.
Robusta and Arabica
The two most widely used varieties of coffee beans are Robusta and Arabica. Robusta beans
grow in a wider variety of equatorial climates and deliver a bolder taste. The Robusta beans
are rounder, smaller and have a straight seam. Arabica beans are more sensitive to climate
and altitude. They are considered of premium quality when compared to Robusta beans.
Arabica beans are longer, more oval in shape and have an S-shaped seam.
Blending
The vast majority of roast and ground coffee, including all espresso coffees, are roasted
coffee blends from various growing regions. Blends include different percentages of Robusta
and Arabica or may be 100% Arabica. Each blend tastes different by virtue of the different
flavours contributed from the different growing regions in much the same way the one wine
grape variety from different growing regions will also taste noticeably different. It is a fact
that each particular coffee growing region produces beans with a distinctive flavour. Very,
very few blends are made from 100% Robusta beans because of the level of astringency
produced.
Some blends are called ‘origin blends’ meaning 100% of the coffee beans are sourced from
the region named. This enables drinkers to purchase a coffee they know will have certain
characteristics. For example, Costa Rican Arabica beans are famed for their fragrance,
flavour and full body.
Coffee websites
Selecting tea and coffee ingredients
The ingredients required will, as identified above, depend on the drink ordered by the
customers and the house recipes for the property.
A representative list of ingredients includes:
 Coffee beans – premises offering espresso coffee will grind
their own beans and may offer a variety of blends
 Sachets (PC packs) of ground coffee – for use in other coffee
equipment such as plungers and dripolators
 Instant coffee, including decaffeinated. Despite the explosion in the use of espresso
machines there still remains a role for instant coffee in nearly every venue.
 Tea bags – an option used in many venues for the provision of teas. All types and styles
of tea are available in the form of tea bags
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Element
Prepare and
serve(PC)
drinks
 Sugar – bulk sugars including refined and raw as well as cubed
and3:portion
control
packs. Sugar substitutes are now also mandatory inclusions when delivering nonalcoholic beverages.
 Milk and cream – dairy products play a central role in offering white teas,
coffees/espresso drinks. Make sure dairy products are fresh and not out of date
 PC packs which combine coffee and milk, and coffee+milk+sweetner are also available
and popular for use in guest rooms in accommodation facilities
 Syrups for coffees. Many venues offer flavoured coffees through the addition of syrups
such as caramel, chocolate, white chocolate, Irish cream and hazelnut.
 Water – there will always be a need for a good supply of fresh water, iced water and
boiling water
 Powders – some drinks may require chocolate powder, chocolate sprinkles, cinnamon,
cocoa, nutmeg, chai spices and flavours and frappe mixes
 Lemons – for use with black tea.
Selecting tea and coffee equipment
The equipment you will need to select will depend on the drinks ordered and the equipment
available in the venue. For example, while espresso machines are common and popular, not
every venue will have one.
Tea
Equipment for making tea may include (depending on the style and ambience of the property
and the items on the menu):
 Hot water source – this may be a kettle, urn or a static supply
(wall-mounted) unit
 Teapots – used for the service of tea and available in various
sizes ranging from single serve (2-cup), through two-serve
(4-cup) up to 12-cup.
 Tea pots may be stainless steel or china. May be used with an infuser. Hot water pots or jugs
 Infuser – a wide variety is available
 Strainers – for straining out tea leaves
Coffee
Equipment required for the preparation of coffees can include:
 Coffee machines – often referred to as espresso machines.
 Coffee grinders – these may be provided as part of the main
espresso machine or as a separate and stand-alone unit.
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3: Prepare
and serve
drinks
Most venues grind their beans several times a day. Some buyElement
their coffee
already
ground
meaning they will not need a grinder.
 Weighing equipment – electronic scales for checking the dosing of coffee dispensers
 Tampers – for tamping ground coffee into porta filters
 Thermometer – for taking the temperature of milk when heating it and texturing it for use
in, for example, cappuccinos
 Bins – for discarded pucks, called a ‘knock box’.
 Urn or kettle – or some other hot/boiling water
dispenser (other than the espresso machine).
 Percolators, drip filters and plungers – for coffee
service, other than espresso.
These may even be used by premises which have an espresso machine. Many of the items
used are domestic products used in a commercial setting and some are distinctly commercial
in size.
Selecting crockery, cutlery and glassware
Tea and coffee can require the following:
 Crockery – the requirements can include china/porcelain or stainless steel items:
 Cups and saucers – variety of sizes in the range 60 mls
(demi-tasse) through to 300 mls
 Bowls – for sugar and accompaniments
 Mugs – for service of large hot and cold drinks: 300 mls plus
 Jugs – for milk, water and juices (150 mls upwards). A small
jug may also be called a ‘creamer’
 Side plates – for placement or service of biscuits, mints or other items
 Tea bag holders – for holding used tea bags
 Silverware – for certain service requirements where a higher standard is needed.
Cutlery – you may require a variety of flatware items such as:
 Teaspoons
 Bar spoons/parfait spoons Coffee spoons
 Tea bag squeezers
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 Glassware – a range of glasses to cater for iced tea and
Element 3: Prepare and serve drinks
iced coffees as well as lattés.
1.2 Prepare drinks using appropriate method in accordance with customer requests and
required timeframe
Introduction
It is important to prepare teas and coffees using the correct method for the drink ordered by the
customer.
Basic service requirements
When making teas and coffees you should strive to:
 Follow house recipes unless the customer orders something different
 Provide what the customer wants. There may be a requirement to charge extra where the
customer wants a beverage different to what is listed on the menu/drink list so beware of
the potential for this
 Deliver a consistent product. The same drink should look and taste the same for all
customers, today and tomorrow and every time it is made
 Minimise wastage. This can be achieved by not spilling drinks and through taking care to
not over-produce drinks, causing the product to be thrown out
 Work quickly. An ongoing requirement is for all teas and coffees to be produced and
served ‘as soon as possible’
 Deliver appropriate levels of customer service. When the order is taken and the drink is
served.
Making tea
Standard requirement
Two standard requirements apply:
 Always follow your house recipes or house rules
when making tea if they differ from what is presented
below
 Always factor in any special requests made by
customers.
Tea is commonly made either:
 Using a pot with tea leaves. Some businesses use a teapot with tea bag while some premises
place tea leaves into an infuser instead of placing tea leaves directly into the water in loose
form
 Using a tea bag.
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Element 3: Prepare and serve drinks
Making a pot of tea
A pot of tea is usually made using tea leaves. Where a pot of tea is served guests normally
serve themselves from the pot.
The standard practice is:
 Warm the tea pot by filling with hot water
 Prepare the tray in accordance with house standards to serve the tea which may mean:
Getting the milk ready – pouring milk into a jug
Getting the sugar ready – obtaining a bowl of white sugar, or sugar PC packs
Preparing a jug or pot of boiling water which is used by guests to:
 Weaken the tea, if required
 Add to the pot to make more tea after they have served the
first cup/s
 Preparing and setting out the cups and saucers and spoons
and strainer (if infuser is not used)
 Cutting slices of lemon – for black tea Adding a tea leaf strainer to the tray
 Preparing the tray is important so the tea can be served promptly once the boiling water
has been added to the pot.
 Empty the water from the tea pot and discard the water
 Place the required amount of the selected tea into the pot or infuser. The amount of tea
required will depend on:
The size of the pot or the number of cups the pot will serve Customer preferences for
strength of the tea
House recipes.
A standard rule is one spoonful per person plus one for the pot.
 Add boiling water
 Serve immediately.
Note: in some cases sugar is not required in the service tray as the sugar will be a standard
part of the table setting.
Making tea using tea bags
The use of tea bags is common for making tea.
A standard procedure is:
 Warm a hot water pot or jug by filling with hot water
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 Prepare the service tray according to house standards with
Element 3: Prepare and serve drinks
(as appropriate): Sugar
Milk
Lemon
Hot water jug/pot Cups and saucers Tea spoons
Tea bag strainer – a squeezer used to squeeze tea from the bag
Rest for used tea bag
 Select the required tea type as identified by the guest
 Place the tea bag in the cup or on a side plate according to house standards
 Empty the water from the hot water pot/jug and discard the water
 Fill or refill the hot water jug or pot
 Serve immediately.
Note:
 The guest adds the water to the tea bag allowing them to make the tea to their individual
preference. The water is not added to the cup and tea bag prior to or as part of service of
tea using a tea bag
 In some cases sugar is not required in the service tray as the sugar will be a standard part
of the table setting.
Making herbal tea
Tea bags are used for serving herbal tea in most commercial settings but a pot may also
be used.
Standard procedure for service of herbal tea is:
 Warm a hot water pot or jug by filling with hot water
 Prepare tray for service according to house
requirements and customer requirements. Note that
common practice with herbal teas is:
Not to serve milk – unless requested
Not to serve sugar – unless requested. Some venues may provide honey
Place one cup and saucer for each customer. Many venues use a different style of cup and
saucer for herbal teas often
Add one tea bag per person either loaded into a cup or placed on side plate
Add spoon and tea strainer or squeezer
 Empty the water from the hot water pot or jug and discard the water
 Fill or refill the hot water jug or pot
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 Serve immediately.
Element 3: Prepare and serve drinks
Making iced tea
Where a standard recipe does not exist, a method is:
 Select the appropriate glassware – iced tea is traditionally served in a glass cup or mug as
opposed to a teacup
 Make a quarter of a cup of strong tea using black tea
 Place tea in shaker full of ice
 Shake and strain into a glass full of fresh ice
 Garnish with a slice of lemon
 Sugar syrup served to customer if requested, in preference to serving granulated sugar.
Sugar syrup
Sugar syrup is also known as gomme syrup.
The recipe for sugar syrup can vary so find out what applies where you work. The following
are two options.
1. 500 mls of water and 500 gms of sugar – heat together in a pot, stirring to assist the
dissolving of the sugar. Allow to reach the boil. Remove and allow cooling. Refrigerate,
cover and store for later use
2. Add boiling water (1/3 by volume) to sugar (2/3 by volume) – stir to dissolve sugar. Allow
to cool. Refrigerate, cover and store for later use.
Making coffee
Standard requirements
Always:
 Follow your house recipes or house rules when making tea if they differ from what is
presented below
 Take into account any special requests made by customers.
Common coffee making methods
Coffee is commonly made:
 Using an espresso machine
 Using a plunger
 Using a dripolator.
Making espresso using espresso machine
The following steps are commonly applicable but can vary depending on the machine used.
Always:
 Read the instructions for the machine your are using
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3: Prepare and serve drinks
 Get an experienced person to demonstrate how to: Grind the Element
coffee beans
Use the machine Adjust the dosage Clean the machine.
It is important to master the process of producing a shot of espresso as this is the basis for
many coffee-based drinks. See the recipes below:
1. Remove the group handle from the group head and knock out spent grounds from the
previous coffee into knock box/tube.
Some coffee makers believe the spent coffee grounds should remain in the group filter
basket locked in the group head until the next coffee is made in the belief the cake keeps
the group at a consistent temperature and prevents metallic tastes from building up in the
group head and handle.
Other coffee makers feel 10 minutes is the maximum time for spent coffee to remain
locked in the group handle.
You need to know what applies in your workplace. Whatever option is followed, it is well
recognised that a coffee machine in constant use produces the best coffee
2. Wipe out the basket with a cloth attached to the machine or to your apron and which is to
be used for this purpose only. Ground coffee sits better in a dry basket and clings to the
sides.
If the basket is rinsed and not dried, water under pressure
will flow towards the water on the sides of the basket and
not through the coffee, as it should and your coffee will be
compromised. Also, rinsing may create a hazard of water
on the floor and around the coffee machine
3. Place the group handle under the dispensing opening and dose one flick for a single shot
and two for a double. Make sure you use the correct group handle for the number of
coffees you are making
4. Level the coffee by gently tapping on the sides of the basket. The coffee will flow
towards the point where you are tapping. Once the coffee is level check enough coffee
has been dispensed
5. Tamp the dosage
6. Wipe any coffee grounds off the top of the group handle
7. Before locking the group handle into the group run 30- 60 millilitres of water through the
group head to flush out any coffee grounds and heat up the group head
8. Lock the group handle into the group head and press the button to start the extraction
9. The espresso should start to flow in around 5 seconds and it should take 25 – 30 seconds
to extract a shot of 30 – 35 mls.
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Espresso coffee terminology
Element 3: Prepare and serve drinks
Acidity
Acidity should not be confused with bitterness. 100% Arabica blends are characterized by a
lively or fresh taste.
Acidity is picked up on the sides of the tongue when tasting coffee. Acidity decreases with
darker roasting.
Back flush
Cleaning process using a blind filter and ‘flushing’ spent coffee grounds from the shower
screen and around the rubber gasket in the group head.
Bitter
Bitter coffee is felt at the back of the tongue and is the result of badly brewed coffee.
Blind filter
A filter basket with no holes for cleaning the shower screen.
Body
Is the feel of the coffee in the mouth. Darker roasts have more body than lighter roasts.
Robusta has more body than Arabica and the ‘espresso’ method gives more body.
Crema
A well-made espresso should have this golden layer to about ½ centimetre on its surface. It
is tiny bubbles of coffee oils and CO2 trapped as the water is forced through the finely
ground tightly packed coffee.
Crema can be used to diagnose a range of problems with coffee, grinder settings and the
settings on the espresso machine.
Dose
This is the amount of ground coffee dispensed into the filter basket.
Should be 7 – 9 grams for a single shot and 14 – 18 grams for a double shot
Filter, basket or filter basket
This is a metal basket with tiny holes on the bottom which holds a specific dose of coffee.
Filter baskets come in varying sizes.
7, 8 or 9 gm for the single filter holder or 14, 16 or 18 for the double.
Grind setting
Is the distance the grinding blades are apart to produce the required grind.
Grind setting can vary due to atmospheric conditions or blade wear.
Group handle
Also called filter holder or portafilter. Can be double-spouted or single spout. It holds the
filter basket and is inserted into the group head to make coffee
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Group head
Element 3: Prepare and serve drinks
This is the part where the group handle is inserted. It contains the shower screen and a
rubber gasket/seal.
Knock box or tube
A tube or a box where the spent grounds are knocked out into.
Rate of extraction
This is the rate at which the coffee flows from the group handle. The rate should be 30 – 35
mls in 25 to 30 seconds.
Correct rate of extraction depends on grind, dose and tamp.
Shower screen
This is a flat metal disk attached to the group head. The top side has fewer larger holes and
the underside has many mesh sized holes – this disperses the pressurised water over the
coffee in the filter basket.
Tamp
A tool used to compact and polish the coffee grounds in the group handle.
Can be attached to the grinder or be a metal tool – 15 kg of pressure is applied when
tamping.
Espresso recipes
Espresso, shot or short black
A short (30 – 35 mls) intense coffee with a thick layer of caramel coloured crema on top
results. Usually served in a small-preheated glass or espresso cup.
An espresso is the base of all drinks on the espresso menu.
Ristretto
In Italy this is the most popular drink on the espresso menu. It is usually
called ‘un caffe’.
Only the first 15 mls is extracted from the coffee resulting in a very
short, intense drink.
The Italians refer to ristretto as ‘the poison of the coffee’.
Doppio
A double shot served in the one glass or cup. This may be a doppio
espresso (60 mls), or a doppio ristretto (30 mls). A doppio espresso is
used for longer drinks and a doppio ristretto is used as the base of any
strong drinks.
Long black Americano or lungo
An espresso or a doppio espresso diluted with hot water from the boiler.
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Element 3: Prepare and serve drinks
Macchiato
An espresso stained with a drop of cold or hot milk and served with a
dollop of foam. Macchiato may be served short (an espresso) or long (a
doppio and hot water in a glass).
The long Macchiato is a Melbourne invention. Order macchiato in Italy and you will be
served hot milk with a stain of coffee.
Cappuccino
Equal volume of espresso, hot milk and foam/milk crema.
Cappuccino is the ‘strongest’ milk drink as it is less diluted with milk.
Latté
It is an espresso with hot milk and 1 centimetre of
dense foam/milk crema on top.
Flat white
Simply espresso and hot milk.
Mocha
Foamed chocolate milk is added to the espresso. Can be a mocha latté or a mochaccino.
Vienna coffee
A long black topped with thickened cream.
Coretto
An espresso with a measure of flavoured liqueur or grappa.
Affogatto
Vanilla ice cream or gelato served with an espresso and can be served with a measure of
flavoured liqueur
Flavoured coffee
Flavoured sugar syrups have become a feature of many coffee outlets. Syrup is added to the
espresso or foamed with the milk.
Decaffeinated coffee
This is coffee where the caffeine has been removed by a water soaking
method or by neutralising the caffeine with chemicals at green bean
stage. Prepared the same way as other coffees but using decaffeinated
coffee.
Using a plunger
Plunger coffee is popular as it combines good quality coffee with an attractive service
method. Subject to individual house protocols the following can be used to serve plunger
coffee:
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Element
Prepare
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 Obtain correct size plunger. They are available in single, double
and3:larger
sizes
 Remove plunger and half-fill jug without water to warm the glass
 Prepare the service tray with sugar, milk or cream, cups, saucers, tea spoons, napkin, after
dinner mint and/or other as required
 Discard hot water from glass jug
 Shake jug to remove excess water – do not dry with cloth
 Add required ground coffee according to house recipe and
number of cups the plunger will hold
 Add boiling water over the coffee until the glass jug is nearly full
 Insert plunger into the jug, on top of the water and leave in this position until all the
coffee granules have risen to the top (this could take two to three minutes)
 Press plunger down carefully and slowly to avoid spilling the coffee in order to filter the
coffee and press all the granules against the base of the jug
 Plunger coffee is now ready to serve.
Using a dripolator
Filter coffee is made by using a dripolator. Once the dripolator has been turned on and gas
achieved the required heat, cold water is poured over the top element of the unit, and the
water filters through the coffee and into an empty pot placed onto the lower warming plate.
Filter coffee is best served fresh – if it is allowed to sit for too long it ‘stews’ and becomes a
very bitter tasting.
Although still popular in some restaurants, filter coffee is also served at functions, where it
can be served by service staff or self-served by the guests.
Turkish coffee
This is very strong, sweet, black coffee. It is also known as Greek
coffee. Traditionally it is served in small cups and leaves a thick
sediment in the bottom of the cup due to the very fine grind used on
the beans. The grind is so fine this sediment cannot be filtered out.
Making iced coffee
Where a standard recipe does not exist, a possible method is:
 Select the appropriate glassware as determined by house recipe
 Fill 1/3 with cold espresso coffee
 Fill 2/3 with cold milk
 Add ice cream and/or whipped cream
 Sprinkle with chocolate powder
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Preparedown
and serve
 Serve immediately before cream and/or ice cream melts andElement
starts 3:
running
sidedrinks
of
glass.
1.3 Evaluate drink before presenting to customer
Introduction
It must be standard practice to check all teas and coffees
before they are served to customers to optimise the
service of the ‘perfect’ cup of tea or coffee. It is important
to understand ‘eye appeal’ is ‘buy appeal’. Customers will
see their drink before they taste it and they will start
forming opinions about what it will taste like based on
what it (or its presentation) looks like.
Checking the service ware
You need to visually inspect all items to make sure:
 All service ware is clean and not cracked or chipped
 The correct items have been provided to match the drink
 Sufficient quantity of items have been supplied to cater for the number of beverages to be
served
 Layout of items on service trays is uniform and conforms to house standards.
Checking the accompaniments
You need to ensure:
 All advertised items have been provided as indicated: On the menus/drink lists
 By house recipes
 Special requests made by customers have been provided
 Accompaniments have been located or positioned uniformly and conform to house
standards.
Checks for every drink made
There is a need for you to use your senses of sight, smell and touch to check and evaluate
every drink you make.
In practice this means:
 Looking at the finished product to make sure it looks acceptable. Things to check are:
All products of the same type, look the same:
 Filled to same level
 Dusted as appropriate
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 In the same style glass/cup/mug
Element 3: Prepare and serve drinks
 With the required topping (cream, sprinkles, marshmallows)
The correct number of drinks have been served to match the order placed. Milk and cream
used has nor exceeded its ‘Use By’ date. Sufficient cups and saucers are provided for the
number of people who are partaking in a pot of tea or coffee
The product in the glass or cup looks as it should look, that is:
 Nothing floating in solution which should not be there
 No ingredients used which should not have been used
 Specific customer requests have been accommodated in
relation to:
 Strength
 Size of cup/glass
 Additions
 Reductions
There are no spills into the saucer or drips running down the side of a cup or mug or glass. If
service of drink results in the drink being spilled into a saucer, or onto a napkin placed under
a drink, then you should replace the saucer and/or napkin. In some cases it may be necessary
to make the drink again.
 Using your sense of smell to detect if there are any ‘off’ smells from things such as, for
example, sour milk or cream which are out of date, or brewed coffee which has become
stewed and/or burnt
 Using your sense of touch to ensure: Hot drinks are served hot
Cold drinks are served cold.
A key to ensuring this occurs is to ensure items are served immediately they have been
made.
Element 2: Prepare and serve cold drinks
2.1 Select ingredients, equipment and glassware
Introduction
The starting point for preparing and serving cold drinks is to ensure the correct ingredients,
equipment and glassware is selected for each individual drink.
Factors determining the ingredients, equipment and glassware to be used
The selection of ingredients, equipment and glassware for the preparation and service of
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cold drinks will be dictated and influenced by:
Element 3: Prepare and serve drinks
 Customer requests and preferences which you should always try to accommodate
 Items offered on the menu/drinks list. Most cold drinks prepared for customers are taken
from this list and the necessary ingredients and other items for preparing these beverages
are usually available at the workstation
 House recipes – see previous section
 What is available in the venue. All venues have
limitations in terms of what they have available.
Selecting ingredients
Ingredients required for preparing and serving drinks will include the following basic
categories, all of which will be discussed in more detail in this section:
 Fruit juices – all types including fresh squeezed and commercially prepared. For ones that
are ‘bought in’ you need to verify they are fresh or, if it exists, within the ‘Use By’ date
 Fruit and vegetables for producing fruit juices, vegetable juices and garnishes. Check
products are fresh and suitable for use
 Dairy products such as milk, cream and yoghurt. Check items are within their ‘Use By’
date
 Aerated waters – ‘soft drink’ also known as ‘carbonated beverages’
 Ice cream for use in milkshakes, thick shakes and iced coffee. This may be traditional ice
cream or specialist soft-serve product
 Powders – chocolate, malt
 Water/s – still, sparkling and flavoured
 Cordials to add to other beverages for colour and flavour
 Ice – block and crushed.
Points to note
When selecting and assembling ingredients for non-alcoholic drinks, points to consider are:
Refer to the advertised drinks list
The list of non-alcoholic drinks the venue offers must be seen as the starting point for
selecting and assembling ingredients and equipment. Experience will quickly teach you
which items are the most popular and more effort needs to be spent ensuring materials are
ready for those popular items. In some properties a checklist is used to guide staff through
their preparation activities to make sure all necessary requirements are in place and in
sufficient quantities.
Where you become aware that a vital ingredient or item of equipment is missing or not
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Elementand
3: Prepare
and serve
working properly, this must be notified to the supervisor immediately
other staff
mustdrinks
be
advised if this means certain drinks advertised by the venue are unable to be served.
Note any stated or known customer preferences
Some customers prefer their drink customized to an extent and you should be happy to do
this. Use common sense about meeting the variations requested and ask management where
you think an additional charge should be made for extra ingredients. The addition of extra
flavouring or syrup, extra fruit, more ice cream or the use of a larger glass or take away
drink container will normally incur extra charges.
Use appropriate ingredients
In many circumstances the preparation of non-alcoholic drinks can enable you to use raw
materials unfit for use anywhere else. This is not to say there is anything wrong with these
products other than that they simply look unacceptable.
Fruit is a common example; it can look unappetising if presented as an item of fruit on a
platter but it is perfectly suitable for blending, or juicing.
Note fruits and vegetables used on displays must look appealing, attractive and appetising.
Prepare enough ingredients for all the orders you have
If, for example, you have an order for two smoothies of the same type then make both at the
same time in the one blender.
Do not make one in one blender and one in another.
By making both drinks at the same time, you achieve consistency of the finished product in
terms of eye appeal, taste, texture, colour and temperature.
electing equipment and utensils
Commonly used equipment and utensils for making cold non-alcoholic drinks include:
 Juicers – commercial and domestic versions are used. Commercial ones have a larger
capacity and more powerful motor
 Milkshake machines – for mixing milkshakes and thick shakes
 Soft serve ice cream dispensers
 Blenders – used for making smoothies, frappes and other drinks
 Post-mix systems – a bulk soft drink dispensing system
 Ice crusher
 Bottle openers
 Knives and chopping boards
 Ice containers
 Tongs and scoops – for handling ice and fruit pieces.
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Points to note
Element 3: Prepare and serve drinks
Ensure that all equipment and machinery used is clean
This means, especially where it is on public display, all equipment used in the drink
production process looks clean, and is clean inside. This is particularly an issue where there
is limited equipment and each item can be expected to experience high usage.
Ensure all equipment you use is well cleaned immediately after you use it
This may be easier said than done, but it is important. For example, if you leave the blender
uncleaned, then someone else may pour ingredients into it before realizing it hasn’t been
cleaned.
This means those ingredients will have to be thrown out. If they are used, then the customer
will receive a tainted drink, and may complain, or not return. Follow the requirements of
your Food Safety Plan when cleaning these items. Generally speaking equipment will need
to be cleaned and sanitized after every use or in between uses, and the sooner they are
cleaned after use the easier they will be to clean.
Selecting glassware and other service ware
In relation to serving drinks items may include:
 Glasses such as:
Old fashioned glasses Highball glasses
Pilsener glasses Mugs
Milkshake glasses Soda glasses
Cocktail glasses for non-alcoholic cocktails
 Jugs in a range of sizes for fruit juice and gomme syrup
 Metal milkshake containers
 Take-away drink containers with lids known as single serve items
 Drinking straws.
Need to know house policies
You must find your workplace requirements in relation to the following:
Surplus product
When making a drink during a service session you need to know the house policy on
wastage and overages. What is the house policy if you make too much of a product?
Do you give it to the customer as a bit of a bonus?
Or is the policy to throw it out?
Are you allowed to drink it?
Layout of ingredients and equipment
Most properties will have a standard, pre-set layout for all their
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Element 3: Prepare and serve drinks
equipment and ingredients. This facilitates stock taking, reordering
and provides a consistent location for items to optimize working
efficiency. You will be expected to comply with the existing layout
requirements.
Refraining from eating or drinking the products
When dealing with non-alcoholic beverages some staff believe it does not matter if they eat
a piece of fruit, or drink a milkshake. Since alcohol is not involved they do not see a
problem with this.
Most venues however will prohibit staff from eating or drinking while on duty. It looks bad
for members of the public to see staff eating and drinking while at work and the product
consumed by staff represents a loss to the business as it is not paid for.
Check with management to see what applies where you work because there is quite a
variation in the attitudes and policies in this regard.
Some venues will allow you to eat or drink almost anything while others will stipulate a
restricted range of nominated items you can eat or drink free of charge, and some will
prohibit staff from eating or drinking anything when on duty.
Most employers will require you to eat or drink out of public view.
Discarded stock
Some properties have requirements relating to discarded stock.
Where stock has to be thrown out because it has ‘gone off’ or exceeded its use-by date there
may be a need for you to complete a form identifying:
 What was discarded
 How much was discarded
 How it was discarded
 Why there was a need to discard it.
Need for product knowledge
Product knowledge is a vital aspect of your professionalism and it is no different when dealing
with non-alcoholic beverages. You must cultivate your knowledge of non-alcoholic drinks so
you can:
 Describe and suggestively sell non-alcoholic drinks to
customers
 Recognize a non-alcoholic beverage from a description
given to you by a customer who is not sure about what
they want to order.
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Range of possible non-alcoholic drinks
Element 3: Prepare and serve drinks
Non-alcoholic beverages include both hot and cold drinks, and are nearly always available
for on the premises consumption as well as in take away form.
Examples (in addition to iced tea and iced coffee mentioned in the previous Element)
include:
 Milkshakes
 Flavoured milks
 Smoothies
 Hot or iced chocolate
 Juices, and freshly squeezed juices
 Cordials and syrups
 Waters
 Soft drinks. These are also known as aerated waters; either bulk ‘post mix’ products or
products from bottles or cans
 Non-alcoholic cocktails known as ‘mocktails’
 Frappés.
Milkshakes
These are traditional favourites and extremely popular despite other
alternative milk-based drinks available. The basic milkshake is a
blend of cold milk, ice cream and a flavouring agent (cordial or
essence). Malt is a common option. Customers may ask for extra
ice cream, extra flavour or double malt. There is a range of flavours
and preparation and service varies marginally in some aspects, and
widely in others. A variation on the milkshake is a thick shake
which is basically the same as a milkshake but with more ice
cream.
Venues with soft serve ice cream machines generally use soft serve to make their thick
shakes.
Flavoured milk
A variation on the traditional milkshake is the simpler ‘flavoured milk’ (milk with added
flavouring) sometimes stirred by the milkshake machine, sometimes not. In some premises,
the proprietary brands of RTD flavoured milk are also available for service. Flavoured milks
are normally served chilled, but some (‘egg nog’ and ‘chocolate’) are also delicious when
heated (using microwave or espresso machine steam wand).
Smoothies
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Prepare
and serve drinks
A healthy drink combining milk and fruit, blended with ice in a Element
blender3:until
‘smooth’.
Chocolate drinks
Hot chocolate
This is powdered drinking chocolate with hot milk – sugar is optional.
Served in a big mug perhaps with a marshmallow.
Iced chocolate
This is powdered drinking chocolate with icy cold milk, vanilla ice cream and sometimes
cream. Dust with powdered drinking chocolate, served in a parfait glass with a parfait spoon.
Juices
Many types of fruit can be turned into juices and Juice Bars have
made these a popular drink type. Some establishments only use
proprietary brand fruit juices bought in and they offer only the
traditional tomato juice, orange juice, pineapple juice and
perhaps, apple juice. Venues serving breakfasts usually boast
more juices than other premises.
Bought- in product may come in PCs or in larger containers (tins or plastic containers),
ranging from 1 litre to 10 litres which are decanted into jugs, which in turn are used to fill
glasses. Other venues boast a domestic or commercial juicer and make their own juices.
There are many single fresh juices that can be made, plus lots more combinations of two,
three or more different juices.
Making vegetable juices is an option too.
Cordials and syrups
Cordials are mixed with water, soda water, or lemonade to create a flavoured drink.
The amount of cordial used will depend on customer taste and the
quality (which really means intensity of flavour) of the product.
Common cordials are lime juice, sarsaparilla, cloves, raspberry,
peppermint and grenadine (a bright red, pomegranate flavour).
Syrups can be one of two types; for mixing with water or for mixing with milk.
Syrups/cordials for soft drink cannot be used for milk drinks and vice versa. Used as the
base for post-mix, syrup is mixed with chilled water to produce the finished ‘aerated water’
product.
Syrups can be used to flavour milkshakes and flavoured milk. When discussing nonalcoholic drinks, it is a good idea to make sure you know which one is being talked about; a
caramel milkshake sounds good but a ‘blue heaven’ aerated water would not be.
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Flavouring syrups for milkshakes
Element 3: Prepare and serve drinks
There are many different flavours available but traditional ones include Chocolate,
Strawberry, Caramel, Lime, Banana, Vanilla, Coffee, Blue Heaven, Spearmint.
Check out the 150 different flavours at http://www.shakeking.com/.
Waters
Water has become an amazingly ‘trendy’ drink. It can cost more than an
alcoholic drink, and now comes in a wide range of choices. Most waters
are served neat, with a slice or wedge of lemon; ice is offered. Small
‘split’ bottles are common – one split per serve, presented unopened to
guarantee the contents are genuine. The cap can be removed in front of
customer.
The majority of waters are ‘plain’. Options include spring water, mineral water, spa water,
local or imported, still or sparkling. Some waters offer added fruit juice – around 5% fruit
juice – in a variety of flavours including lemon, pineapple, and orange.
Soft drink
Soft drink, also known as 'aerated waters', includes cola, lemon
squash, lemonade, bitter lemon, soda water, dry ginger and tonic
water. Post-mix is a popular delivery system. It is quick (there are no
empties to get rid of, and you aren’t always opening bottles or cans
and forever running out) but some outlets will insist on using the
traditional bottles and cans.
Many customers prefer the packaged option but post-mix is more popular with management:
the profit from post-mix is much higher than from the packaged alternative. It is always wise
to have some packaged soft drink stowed away somewhere for use in an emergency, perhaps
when the power goes off, or the post-mix stops working.
Generally speaking, though, the packaged units are only kept for sale as takeaways.
Brixing
Where a post-mix system is used to serve soft drink, there should be a program in place to
check the quality of the final product. This includes checking the product temperature, and
checking (and adjusting where necessary) the ‘brixing’.
With use, the ratio of syrup to water can alter, resulting in the drink not tasting as it should.
Each head (the unit where syrup and water are mixed together at the point of service) is able
to be individually adjusted, which means you can increase or decrease the mix of both water
and syrup.
Suppliers of the syrup will inform you of the correct brixing for each product line, and the
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3: Prepare
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equipment manufacturer or supplier will show you how to checkElement
and adjust
the brixing.
Incorrect brixing is the biggest criticism of post-mix drinks. Many customers will say the
product tastes weak, or is not as it should be. The post-mix also needs to have its carbonation
level checked to ensure its effervescence is correct.
Non-alcoholic cocktails
Mocktails are non-alcoholic cocktails. The base is usually
carbonated soft drink or a fruit juice. You can add fresh fruit
wedges, sugar, honey, milk, yoghurt, sugar syrup, concentrate
pulp, just to name a few suitable ingredients.
Mocktails usually require blending because they often have chunks of fruit in them needing
to be liquefied. They are usually served in a cocktail glass and garnished with the type of
fruit best matching the base. Your establishment may have a special Mocktail List. You can
invent your own mocktail, ensure it is tasty, looks inviting and of course, contains no
alcohol.
Frappés
Frappé is French and means ‘iced – of liquids’. It is therefore a
style of service where the beverage (use whatever you want or
whatever the customer orders) is poured over crushed ice, or
blended in a blender with ice.
The beverage used needs to be fairly flavor some because the ice
melts and dilutes the `beverage. Common options include juices
and syrups.
2.2 Prepare drink in accordance with standard recipes or to customer requests
Introduction
Drinks should be made to the house standard (recipe) or specific customer requests.
Basic requirements
The basic requirements when making cold drinks include ensuring:
 Glasses used are clean – no remains of fruit or cream and no lipstick
 Glasses are not cracked
 Glasses are unchipped
 Equipment and utensils used are clean and safe to use
 Fresh ice is used
 All food and beverage items are safe to use, that is, they have been correctly stored and
handled to maintain their food safety
 Drinks are served immediately they have been made.
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Please note
Element 3: Prepare and serve drinks
In the recipes which follow the quantities of ingredients have not been included as they will
vary depending on:
 House recipes
 Customer requests and preferences
 Number of drinks being made
 Size of service container.
Preparing and serving milkshakes
The quantities or volume of individual ingredients can
vary between establishments, and even between outlets
in the same venue. Some properties aim to establish a
reputation for Jumbo shakes, while others might offer
shakes in a variety of sizes.
Some venues may use a standard recipe (this is especially the case where the business is a
franchise operation), while most businesses allow you to use your own judgement based on
the fact the size of the container will limit the final amount served.
Possible method:
 Select container to be used – metal or single serve container
 Check machine and container for cleanliness
 Add chilled milk, ice cream, flavouring/syrup and malt powder (optional – as per order)
 Blend using milkshake machine. Follow house timing requirements; extra ice cream
requires more time. 10 – 15 seconds is a guide
 Remove from machine and follow house procedure for service. This may be to add a lid
and a straw to takeaway milkshakes, or to serve the milkshake in a glass with a straw,
with the remainder of the milkshake left and served in the metal container
 Serve immediately
 Clean the machine.
Preparing and serving flavoured milk
A flavoured milk drink is milk plus flavouring. Follow any house recipe where it exists and
make sure specific customer requests are catered for (such as extra flavour/syrup) and
charged for (where appropriate).
The procedure is
 Select correct size glass – check it is clean, unchipped and uncracked
 Add syrup for flavour as chosen by customer – quantity will depend on size of glass
61
 Top with very cold milk
Element 3: Prepare and serve drinks
 Stir with bar spoon (long-handled spoon). Ensure syrup is thoroughly mixed
 Add garnish if appropriate. Garnishes are not common for flavoured milk but may
include:
 Crushed strawberries for strawberry flavoured milk Chocolate powder with chocolate
flavoured milk
 Add drinking straw
 Place on service plate/saucer lined with a doily
 Add a parfait spoon if garnish includes fruit or other edible product.
Preparing and serving smoothies
Smoothies are made using fruit and dairy products blended with ice and other natural
ingredients to add flavour and colour.
You may use standard milk, skim/low fat milk, flavoured milk or soy milk.
Banana smoothie
To make a banana smoothie:
 Prepare blender – check it is clean
 Prepare glass/serviceware – check they are clean
 Add ice cold milk to blender
 Add roughly chopped banana/s to blender
 Add honey
 Add yoghurt
 Add cinnamon powder (optional)
 Add ice
 Blend together until smooth
 Pour into glass – add garnish according to house recipe
 Serve immediately.
Preparing and serving hot and iced chocolate
Making hot chocolate
To make hot chocolate:
 Select mug for service of drink – check it is clean and presentable
 Add chocolate powder – most commercial hot chocolates are made using a proprietary
brand of chocolate powder/hot chocolate powder as opposed to making the drink from
actual chocolate (and melting the chocolate with milk in a bain marie or over low heat)
61
3: Prepare
drinks
 Heat milk – milk may be heated in microwave, or by usingElement
steaming
wandand
on serve
espresso
machine
 Add hot milk
 Stir
 Dust with chocolate powder or top with grated chocolate
 Add marshmallows
 Serve immediately.
Making iced chocolate
To make iced chocolate:
 Select glass – check for cleanliness and suitability
 Add commercial chocolate or cocoa powder or syrup
 Add sugar if required
 Add very small quantity of hot water to dissolve powder and sugar and stir
 Add ice cold milk and stir
 Top with whipped cream
 Add chocolate shavings or powder
 Serve immediately with parfait spoon.
Note:
 Ice cream is added in some venues
 This drink may be made in a blender with ice added and served as part of the blended
drink.
Preparing and serving drinks with cordials
Where you need to make a drink such as lemon squash using lemonade and lemon cordial
the procedure is as follows:
Select the glass to be used – check for cleanliness
 Add ice using tongs/utensil, not fingers. Ice always goes into
the glass first. Never add ice as the last ingredient
 Add the base beverage such as soda water or lemonade,
according to the order placed by the customer
 Add the cordial and stir
 Add garnish
 Serve immediately. A drinking straw may be added.
Preparing and serving waters
Serving tap water
61
A variety of options exist for serving standard tap water.
Element 3: Prepare and serve drinks
For example:
 It may be served in a glass with ice and a slice of lemon
 It may be served with ice in a jug and the customer pours their own into a glass with ice
and lemon slice
 It may be served in a refrigerated bottle/carafe to the table and each guest has a glass so
they can help themselves.
Serving bottled water
 Where proprietary brands of bottled water are served the procedure is:
 Select required glass – check for cleanliness
 Enquire if customer wants ice – add ice to glass if required
 Enquire if customer would like a slice of lemon or lime add if
required
 Obtain nominated refrigerated bottle from the refrigerated
unit
 Follow house policy which may be:
Present sealed bottle and prepared glass to guest allowing them to break the seal on the
bottle and pour their own drink. Open the bottle and pour a glass of water, presenting the
remainder of the bottle to guest.
Preparing and serving mocktails
A mocktail is a non-alcoholic cocktail.
The intention of offering mocktails to customers is they have a drink which appears to be an
alcoholic drink but which contains no liquor. They are served in a glass which suggests they are
a ‘genuine’ cocktail, and garnished in a similar way. The following two recipes are taken from
‘101 Mocktails: Cheers without fears’ written by Graeme Goldsworthy.
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Element 3: Prepare and serve drinks
Surf Coast Sunset
METHOD:
Blend with ice and stir
GLASS:
200ml Old Fashioned Glass
INGREDIENTS:
60ml Apple Juice
60ml Orange Juice
½ teaspoon Grenadine
GARNISH:
Orange slice with cherry in centre
Add the Grenadine last and watch it sink to the bottom as the
COMMENTS:
setting sun.
(Source: Graeme Goldsworthy ‘101 Mocktails: Cheers without fears’, p. 82)
Pina Con Nada
METHOD:
Blend with ice and pour
GLASS:
270ml Footed H-Ball Glass
INGREDIENTS: 90ml Pineapple Juice
30ml Coconut Cream
15ml Sugar Syrup
GARNISH:
Wedge of pineapple and a strawberry with straws
The creamy non-alcoholic version of the famous Pina
COMMENTS:
Colada.
(Source: Graeme Goldsworthy ‘101 Mocktails: Cheers without fears’, p. 115)
Preparing and serving aerated waters and fruit juice
Preparation of cold drinks – aerated waters and juices – is straightforward:
 Select the glass to be used – check for cleanliness
 Add ice
 Add the beverage – fruit juice may need to be shaken or stirred prior to being poured
 Add garnish such as a slice of orange with orange juice
 Serve immediately – drinking straw may be added.
Preparing a lemon, lime and bitters
Many people ask for a ‘lemon, lime and bitters’ as a non-alcoholic drink. Angostura Bitters
contains alcohol. However the small amount used in this drink leads to it being considered
non-alcoholic while technically it does contain a small amount of alcohol.
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Element 3: Prepare and serve drinks
The process is:
 Select the right glassware – such as a highball glass
 Place up to 8 drops of Angostura Bitters and swirl glass so the
bitters coats the sides of the glass
 Place ice into glass
 Fill glass with lemonade. Add slowly as the bitters will cause it to
froth
 Add lime juice/cordial according to taste or house recipe
 Garnish with slice of lemon
 Place straw into glass
 Serve straight away.
Preparing and serving frappés
Frappés are beverages poured over or made with ice. They can be made in the glass or
blended in a blender.
Coffee/mocha frappé
Process is:
 Make a milk coffee using espresso – that is espresso coffee with iced milk
 Add sugar to taste if required: use sugar syrup
 Obtain and check glass
 Add crushed ice to glass
 Pour milk coffee over ice
 Top with whipped cream
 Drizzle coffee (or chocolate) syrup on whipped cream
 Add straw and parfait spoon.
2.3 Serve garnishes and accompaniments with drinks
Introduction
All drinks should be attractively presented in the appropriate
crockery or glassware and using appropriate garnishes,
decorations and accompaniments. House recipes will provide
guidance
about
the
garnishes,
decorations
and/or
accompaniments which need to be used.
Garnishing the drink
The correct garnish adds the finishing touch, and helps to provide ‘the difference’ between a
drink the customer might have at home, and the one they pay for at your venue.
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Element
3: Prepare and serve drinks
Typical garnishes easily used and relatively inexpensive to provide,
include:
 Fruit – such as:
A whole strawberry – added to side of glass Crushed fruit
Full, half and quarter slices of lemon and oranges Wedges and knots of lime, lemon or
orange
Twist of peel
Slice and cherry – a slice of, for example, orange with a cherry attached by a toothpick. The
slice is slightly bent to give the garnish a ‘sail’ effect
 Dusting powders – chocolate, cinnamon, cocoa, nutmeg
 Marshmallows for hot chocolate
 Chocolates or mints
 Small biscuits.
Drink decorations
Garnishes are food-based as opposed to decorations which are made from paper, wood
and/or plastic. Decorations are commercially prepared and cost money.
They are not food-based (they are inedible) and include:
 Paper parasols – stuck into a wedge of fruit
 Plastic animals – hung off the side of the glass: monkey, giraffe, dolphin, elephant
 Mermaids – also hung from side of glass
 Pickaxes – used to hang cherries onto side of glass.
The above are all commonly used with cocktails but have a role to play decorating nonalcoholic beverages too.
Drink accompaniments
The following are examples of traditional drink accompaniments used:
 Doilies – sometimes placed under drinks to enhance presentation
 Drinking straws – usually placed into the drink but may be
served in single-serve packaging.
 Make sure straws are the correct size for the glass. Flexible
long straws are commonly used in tall glasses, and other
alternatives include normal full-length straws, and halfstraws
 Swizzle sticks – placed into a drink for the customer to stir the drink if they choose
 Coaster – placed under the drink to provide a resting place for the glass.
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Element 3: Prepare and serve drinks
Serving the garnish
House recipes should guide how you use garnishes.
Garnishes may be served:
 In the drink – slices of orange and lemon can be placed directly into the drink. Make sure
to use tongs to handle the fruit
 On the side of the glass – using a cut in the slice to enable the slice to be fitted to the rim
of the glass
 On top of the drink – dusting powders and whipped cream are added on top of the
finished beverage
 Served on the side – on a plate (perhaps with a doily/napkin), or on the saucer the glass is
served on (this may be used for the service of mints. small biscuits or similar).
Points to note when garnishing and decorating drinks
Always:
 Follow house recipes
 Use only the amount of garnish and decoration stipulated. Do not over-garnish or overdecorate
 Strive for consistency – all drinks of the same type should be garnished and decorated to
look the same
 Realise garnishes and decorations cost money
 Protect garnishes and decorations from contamination.
Element 3: Use, clean and maintain equipment and machinery for non-alcoholic drinks
3.1 Use machinery and equipment safely in accordance with manufacturer's
specifications and hygiene/safety requirements
Introduction
All equipment used in the preparing and serving of non-alcoholic
beverages should be safely operated in
accordance with the
manufacturer’s
hygiene
instructions
and
standard
and
safety
requirements. The employer is responsible for ensuring the equipment is
in good working order, is regularly maintained, and you are fully trained
in the operation of equipment, before allowing you to operate such
equipment.
You must always use equipment in accordance with the manufacturer’s instructions and the
training provided.
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Adhering to hygiene and safety requirements
Element 3: Prepare and serve drinks
The hygiene and safety standards and requirements in the workplace must be the basis of all
your actions.
Where venue policies and procedures differ from what is provided below then you must
follow the workplace requirements.
Hygiene and safety requirements may include:
 Thoroughly cleaning the equipment after each shift using
the appropriate detergent and clean cloths as specified in
house Food Safety Plans and/or cleaning schedules.
Individual items used to produce drinks (such as blenders,
milkshake machines) must be cleaned after every use
 Not wearing loose clothing around the equipment. Loose clothing can get caught on
equipment and cause accident or injury
 Wearing appropriate footwear around the equipment. Shoes should be non-slip and other
house requirements may also apply (such as steel-capped footwear)
 Switching the equipment on and off at the appropriate times, as opposed to leaving it
running all the time
 Never removing or modifying safety guards or safety switches fitted to equipment and
machinery
 Taking responsibility for personal health and safety such as being careful not to scald,
burn or otherwise injure yourself.
 You are under an obligation to work safely when at work.
 Trying not to spill liquid or foods on the floor and, if there is a spill, making sure it is
immediately cleaned up
 Ensuring the area around the equipment is free from clutter. Clutter interferes with
effective work performance and has proven to be a contributing factor in many accidents
and in many spillages
 Making sure all machinery and equipment is operated in accordance with the appropriate
instruction manual
 Following the requirements of any internal Food Safety Plan for the cleaning and
maintenance of all items and areas in the preparation and service of beverages.
Following manufacturer instructions
You need to follow manufacturer’s instructions when using equipment because this will:
 Optimize safety
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 Produce the best product
Element 3: Prepare and serve drinks
 Extend the working life of the item.
The basic items of equipment such as dripolators, coffee grinders
and other smaller items of equipment will have manufacturer’s
instructions accompanying them when they are purchased and
delivered to the premises.
Care should be taken to preserve these and not throw them away.
It is always a good idea to read these instructions to determine
how to operate items. While these items of equipment are fairly
straightforward in their operation, the instructions nearly always
tell you something you did not know about issues including
trouble shooting, maintenance, and/or cleaning.
More complex, larger pieces of equipment (such as individual espresso machines) are
traditionally supplied with an operator’s manual (or similar) and there is sometimes free
training provided to staff once the machine has been installed and commissioned.
3.2 Clean and maintain machinery and equipment regularly in accordance with
manufacturer's specifications and enterprise cleaning and maintenance schedules
Introduction
All machinery and equipment must be regularly cleaned in accordance with any Food Safety
Program in operation at the workplace. The equipment should also be cleaned in accordance
with the manufacturer’s instructions.
Cleaning frequency
Cleaning is usually done:
 At the end of service
 Once the item is no longer required for service
 In between uses.
What is involved in cleaning?
Cleaning may include the removal of physical material – the remains of fruit juice, dairy
products, dusting powder, pieces of fruit and the like – and may include:
 Dismantling and cleaning relevant equipment with hot water
containing an appropriate detergent and a clean cloth –
checking first to ensure this cleaning method/procedure is
in-keeping with manufacturer’s instructions
 Applying and rinsing off a sanitizer
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Prepare and
serve
drinks
 Soaking post-mix dispensers in soda water overnight – as Element
well as3:wiping
parts
with
a
warm cloth to remove sticky syrup
 Washing and air drying all plunger coffee jugs, steel holders and plungers
 Cleaning down and wiping the dripolator machine and Cona jugs
 Rinsing out and/or washing teapots
 Removing and cleaning the dispensing nozzles and the gun for post-mix including
cleaning the gun holder regularly, because grime and slime can build up in it too. Clean
gun holder with a brush and hot soapy water.
Remember the recommended cleaning instructions for every item of equipment will be
included in the printed materials supplied with the machine – the manufacturer’s
instructions or the operator’s manual.
If you are unsure about how to clean a machine or item of equipment you have, then you
should try the following:
 Contact the manufacturer and see if you can arrange for a copy of the recommended
cleaning procedures to be sent to you – many are available via the internet
 Contact another business who has the same piece of equipment and ask if they have a
copy of the cleaning instructions you can copy. It may sound strange asking your
competition for help but it is often a positive experience and can establish a useful
working relationship between businesses.
Cleaning espresso machines
The cleaning of the coffee machine and all associated parts must be done thoroughly and
safely.
It is essential to use nominated cleaning methods as identified by management and critical to
only use the cleaning products and materials designated for these tasks.
The following are representative of what applies at coffee workstations:
 Wiping down entire machine to ensure cleanliness
and good appearance
 Purging reservoir of hot water, releasing steam and
backwashing the machine with an appropriate
cleaning solution
 Pouring boiling water to clean drainage pipes of
equipment
 Back flushing the machine at the end of a service cycle, using clean water to ensure no
chemical or other residues are left
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Element
3: Prepare
and serve
drinks
 Cleaning the bean hopper using wet method (see below), and
drying
thoroughly
before
refilling and storing
 Cleaning all remaining parts using dry cleaning method (see below)
 Back flushing group heads according to recommended industry methods, using a blank
filter and appropriate machine detergent
 Using colour-coded cloths for cleaning such as blue for general cleaning and yellow for
cleaning steam wands
 Wiping steamer wands after each use to remove milk residue
 Where there is caked-on product, wrapping steamer wands in a clean cloth, opening the
valve and allowing hot water, with steam venting, to soften caked-on milk and then
wiping with a damp cloth
 Washing drip trays
 Removing shower screens and diffusers if appropriate, cleaning using wet method and
reassembling
 Cleaning around the inside of the group head using an appropriate brush or cloth
 Cleaning group handle and filter basket and steam arm spout after removing, using the
wet method.
Wet and dry cleaning techniques
Cleaning methods for cleaning coffee utensils and equipment include:
 Wet techniques – using warm water with detergent for soaking various parts and cleaning
with a sponge, cloth or scourer (for group handle only)
 Dry techniques – using a damp cloth followed by a dry cloth.
Daily and/or weekly cleaning Steam arms
 Wipe down after foaming milk after every use
 Keep cloths in a soaking solution of mild bleach or sanitiser
 Check steam holes are clear. Use a paper clip to clear if necessary.
Blind filter – Back flushing
 Take out filter basket and clean out using scouring pad
 Fit blind filter
 Loosely fit the group handle into the group and run water. Gently jiggle it left and right to
dislodge coffee grounds until water runs clear
 Lock in the filter holder and run water for five seconds – turn water off and repeat three
times
This should be done at least 4 times a day and at the end of the day. Back flush more when
61
the machine is underutilized.
Element 3: Prepare and serve drinks
Drip tray
 Remove the drip tray and wash – follow requirements of the FSP.
Panels
 Wipe down with a clean cloth soaked in warm water and detergent
 Pay attention to the areas where milk is likely to have been splashed.
Grinder
 Empty beans out of hopper at the end of the day and store in an airtight container in a
dark place but not in refrigerator
 Wash hopper at least weekly in mild detergent and very hot water – do not put through
the dishwasher: dry fully
 Remove ground coffee from the dispenser and brush out
with a small brush and wipe out with clean dry cloth.
Removed coffee can be used for start-up the next day.
Never use this coffee for customers as it is completely
stale 24 hours after grinding.
 Wipe down exterior of the grinder.
Maintaining equipment
All equipment must be maintained on a regular basis. This
approach is known as ‘preventative maintenance’. In some
instances, equipment may have to be taken in to a service
agent for repairs, while in other cases a service technician will
visit on- site to effect necessary repairs and/or preventative
maintenance. At some stage equipment will need to be
replaced or updated.
Maintenance schedules
Development of a maintenance schedule helps ensure all preventative maintenance tasks are
carried out at the time required for all listed equipment. The basis for the maintenance
schedule must be a comprehensive list of all the equipment being used: everything used to
produce your drinks must be listed on your equipment maintenance schedule.
Preparing an equipment maintenance schedule is the integration of all the individual service
needs for all the identified items of equipment so every item is serviced and maintained as
and when required. A properly prepared equipment maintenance schedule keeps your
maintenance activities on track and ensures nothing is missed.
As new or different equipment is introduced into the workplace, the maintenance schedule
61
3: Prepare
andthis.
serve drinks
(and the cleaning schedule in the Food Safety Program) must beElement
updated
to reflect
Maintenance checklists
A maintenance checklist is one (or more) lists of what has to be done when providing
service to a nominated facility or item/s of equipment. The maintenance checklist guides the
activities of the service technician and functions to ensure no necessary maintenance
requirements are overlooked. These checklists must be developed to match the required
preventative maintenance guidelines as supplied, recommended by the manufacturer or
established by the organization.
The checklist can be supplied by the manufacturer and/or generated by the establishment
itself.
Where the establishment generates its own checklists it is vital they address all the areas
required by the manufacturer in order to protect warranties and guarantees. Depending on
the item, maintenance checklists may be developed on a daily, ‘hours operated’, weekly,
monthly or annual basis.
Maintaining a ‘second’ item
In some limited cases, establishments may elect to buy and maintain a second item of
equipment. This is a ‘stand-by’ item kept ready to use whenever the unit in operation breaks
down (or needs to be taken out of service for maintenance).
This situation is adopted by premises where the item of equipment:
 Is relatively inexpensive
 Is critical to the operation of the property
 Represents a significant factor in revenue-generation
 Is prone to regular breakdown.
For example, many establishments will have a ‘stand by’ blender but not a second ‘soft
serve’ machine.
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Element 3: Clean and tidy public areas
UNIT 5
TAKING CARE DRUNK PEOPLE
(D1.HBS.CL5.17)
Element 1: Determine the level of intoxication
1.1 Assess intoxication levels of customers
Introduction
Many hospitality venues serve alcohol in their various food and beverage outlets. It is part of most
cultures that alcohol is served, with or without meals.
Whilst for the most parts customers are able to enjoy themselves and drink in a responsible manner,
this is not always the case.
The purpose of this manual is to enable hospitality staff to:
 Understand the legal implications when serving alcohol
 Understand their responsibilities in relation to the
service of alcohol
 Handle situations where people are intoxicated.
It is quite common that all staff who works in an environment where alcohol is served must
undertake some training in the responsible service of alcohol. This is commonly known as RSA.
Duty of care
Whilst the various legal obligations regarding the service of alcohol will be explained in later parts
of the manual, the primary responsibility a business has is to ensure the health and safety of those
who either frequent an establishment or are impacted due to its existence.
Every business, regardless of what it sells owes a duty of care to its customers. It is not a new
concept and is one that applies in every country. In this situation, managers and staff have a duty of
care to make sure that all people are safe from harm when on the premises as well as when they
leave.
This duty of care is owed to all people in the environment including:





Customers
Owners
Managers
Staff
General Public.
This means that employers have the responsibility to ensure a safe workplace as well as safe
systems of work in their workplace. Not serving alcohol responsibly may put your staff at
66
Element 3: Clean and tidy public areas
risk.
Reasons for responsible service of alcohol
Whilst ensuring compliance with the law is a major reason for establishing responsible
service of alcohol standards and procedures in a work place, there are many other good
reasons for the practice.
In fact, there are no benefits for a hospitality organization to encourage customers to be
drunk.
Benefits to the business:
 Enhances reputation – as you are seen as a responsible provider
 Reduces fines and liability on the business, managers and
individual staff members
 Allows the business to remain operational
 Increases business and profits as people feel comfortable
visiting your establishment
 Less likely to have damage to the premises due to breakages, spillage, vomit
 Reduces costs to repair broken items
 Creates order and improve the ambience of a venue
 Reduces staff and security costs due to reduced need to handle drunk patrons
 Reduces liability and insurance costs
 Reduces legal claims and associated costs.
Benefits to staff:
 Less stress for staff
 Less potential harm or threatening actions
 Enables easier communication with customers
 Less work for staff
 Creates a safe and harmonious work place for all staff and customers
 Increases job satisfaction and security – staff will feel more comfortable working in a
venue that is void of alcohol related stress and violence.
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Element 3: Clean and tidy public areas
Benefits to customers:
 Reduces chance of customers hurting themselves or
others
 Allows the atmosphere and experience of fellow
customers to be positive
 Reduces violent or threatening behavior
 Reduces crimes and domestic violence
 Reduces drink driving which is a leading cause of road and pedestrian accidents.
Alcohol
Alcohol is a substance that has become an everyday part of society, however what it is and
how it affects the body is often not discussed.
The intoxicating ingredient in alcoholic beverages is known as ethyl alcohol or pure alcohol.
This ingredient is contained in all alcoholic drinks; however the level of concentration differs
between drinks. The strength of alcoholic drinks varies. Even a specific alcoholic beverage
such as beer will have different strengths. For example, beer can range from about 2% to
about 9% alcohol by volume (ABV).
In order to make measurement as uniform as possible, the agreed convention for
standardizing drinks is “grams of pure alcohol” What it means in practice is that a “standard”
drink will always contain a given amount of pure alcohol, regardless of whether it is beer,
wine or spirits.
A standard drink
A standard drink is commonly defined as a beverage that contains 10 grams of pure alcohol.
This may vary between 8 and 14 grams in different countries, whilst some countries do not
identify a “standard drink”.
As a general rule, a standard drink can be defined as:
 30 mls of sprits
 285 mls of full strength beer
 100mls of wine.
In reality, most alcoholic drinks are not served as a neat “standard drink”. The size of the
glass and pouring size may mean a drink contains more than 1 standard drink or 10 grams of
66
Element 3: Clean and tidy public areas
alcohol.
For example:
 A 330ml bottle of beer (5% ABV) may contain 13.2 grams of
alcohol / standard drinks
 A 200ml glass of wine (12% ABV) may contain 19.2 grams of
alcohol / 1.9 standard drinks
 A 568ml (pint) of beer (4% ABV) may contain 18.2 grams of
alcohol / 1.8 standard drinks.
A formula for working out how many grams of alcohol / standard drinks in a beverage is:
{Amount of drink (ml) X Strength of drink (ABV)} x 8 1000
Effects of alcohol
Many people enjoy visiting hospitality organizations as it
provides a chance for people to relax, unwind and enjoy
themselves through the provision of good food, beverage
and entertainment. In today’s society, alcohol is so widely
available that many people forget that it is still a
depressant drug.
Whilst for most people, drinking in moderation and in a responsible manner, will not lead to
someone becoming depressed, it is still important to remember that alcohol does depresses
the brain’s functions which leads to changes in a person’s behavior.
When consumed in an irresponsible manner alcohol can become a dangerous and damaging
substance which can have serious effects on a person. Therefore as a staff member within the
hospitality industry, it is important that you ensure customers consume alcohol in a sensible
manner and understand the effect alcohol has on people.
So how does alcohol affect the body?
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Alcohol and the body
Alcohol entering body
Alcohol, when consumed it is normally swallowed and goes
into the stomach. The stomach breaks down food and drink
before passing it to the small intestine. It is then absorbed into
the bloodstream. The less food the quicker it is absorbed.
The bloodstream then carries the alcohol to the brain. This process takes about 5 minutes and
starts to affect the function of the brain including judgments and inhibitions. As more alcohol
is absorbed, it continues to travel to other parts of the body affecting other functions
including balance and co-ordination. It is this effect that starts to make us appear to be drunk.
Alcohol leaving body
The liver is the main organ that removes alcohol from the bloodstream. It takes about 20
minutes for alcohol to reach the liver. Generally the liver removes alcohol at the rate of one
standard drink per hour.
Alcohol affects people differently
Whilst alcohol enables people to relax and enjoy themselves, it can lead to people losing
control to some degree of their behaviour and actions. In essence, alcohol affects different
people in different ways due to:
 Speed of drinking
 Strength of drink - the blood alcohol concentration (BAC).
 Person’s sex - women are more affected than men
 Person’s weight - a small person is more affected than a
big person
 Amount of food eaten - a person who has empty stomach is more affected than a person
who has eaten a big meal
 Tolerance to alcohol - a person who drinks rarely will appear more affected than a person
who drinks regularly.
As a staff member, it is important to know the early symptoms of intoxication and to refuse
to serve such customers well before they become obviously drunk. As alcohol worsens the
physical and mental functioning, the more individuals drink, the less likely they are to be
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able to make decisions about their own well-being. This is why it is up to the server to decide
who has had enough to drink, not the drinking customer.
What is intoxication?
Different countries will prohibit the sale or supply or alcohol to
someone who appears to be intoxicated or drunk. By what does this
mean? When do you know someone has reached this level? In
summary, “intoxicated” is the body’s response to having alcohol in
the human system. This is always hard to identify so what signs
exist that may indicate intoxication?
Signs of intoxication
The following signs can give you an idea of whether or not a person is intoxicated. Signs of
intoxication include:
Loss of coordination
 Being clumsy
 Eyes seem unfocused or glassy
 Bumping into furniture and other people
 Staggering
 Falling down or tripping over things
 Inability to walk in a straight line
 Inability to do basic tasks like lifting a glass
 Knocking things over.
Change in speech
 Having trouble talking in a normal manner
 Speech becomes slower and slurred
 Volume of speech becomes louder
 Person becomes outspoken.
Moods, behaviour and conduct
 Big changes in mood over time.
 Personality changes
 Becoming isolated from group
 Inappropriately affectionate
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 Extremely outgoing
 Wanting to cause arguments
 Being over affectionate to strangers.
Quantity of alcohol consumed
 The amount of drinks consumed
 The rate of consumption
 They are ordering more drinks at a time
 The types of drinks – normally become stronger
 Complaints about strength of drinks.
Smell of alcohol
It is safe to assume a good indicator of intoxication is if a person has a strong smell of
alcohol, combined with any of the before mentioned signs.
Body language
Understanding body language is a very effective way to
determine the intoxication of a person and the manner in
which the situation may be addressed. In previous points, it
was stated that a change in behavior and mood is often a sign
of intoxication, however being able to read a person’s body
language will also produce helpful signs.
So what does a person’s body language tell us about someone? Following is a helpful chart
that helps explain a person’s body language.
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Reading body language:
Posture
Aggressive
(angry)
Leaning forward
Assertive
(in
control)
Upright or straight
Shrinking
Head
Chin out
Firm
Head down
Eyes
Strong
focus,
piercing, staring
Good, regular
contact
Face
Set or firm
Suitable expressions
Voice
Loud and emphatic
Calm and clear
Hands on hips, fists,
sharp
gestures,
pointing, jabbing
Slow and pounding,
fast and deliberate
Relaxed,
moving
easily, open palms
Aimless and still
Measured pace
Slow and hesitant,
fast and jerky
Arms /
Hands
Moveme
nt
/
Walking
eye
Passive (weak)
Looking down or
away, little eye
contact
Smiling
even
when upset
Hesitant or soft
Tool to help identify intoxication
Whilst the previously mentioned signs of intoxication will help a staff
member identify an intoxicated person, a tool can help staff members
identify is a person is intoxicated is: Coordination Alcohol Smell
Unsteady Slurred Speech Eyes Glazed Once you have identified that a
customer is intoxicated, it is your responsibility to act in a prompt and
appropriate manner.
1.2 Offer assistance to intoxicated customers politely
Introduction
When it is determined that a person is intoxicated, it is wise for staff to provide assistance
where applicable, in line with company policies and relevant legislation. Just because
someone is intoxicated does not mean they need to leave the premises. There are a range of
suitable alternatives that can be provided depending on the individual situation and level of
intoxication.
It is important to remember that each situation must be handled in a professional and discrete
manner. No person likes to be told they are intoxicated or being given instructions on how to
enjoy their experience, so where possible the dignity of the intoxicated person must be
upheld.
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Monitor the environment
Staff members must always be aware of the environment and alert to the consumption of
alcohol by groups or individual customers within the establishment.
Being able to deal with any potential problems as early as possible, will hopefully avoid
situations that may put staff and customers at risk or reduce the enjoyment of the venue by
others.
When monitoring, be aware of:
 Types of drinks being ordered
 Who is ordering the drinks
 Who is consuming the drinks
 Rate of consumption
 Whether food is also being consumed
 People showing signs of intoxication
 Any drinking games being conducted
 Which people in the group could be of assistance when dealing with intoxicated patrons.
Types of assistance
Depending on the level of intoxication of the customer there are a number of ways assistance
can be offered, either directly or indirectly advised to the customer, to enable the customer to
stay on the premises.
These include:
 Talk to the customer or their friend – this helps determine not
only the level of intoxication, but how they will respond to
suggestions that may be suitable
 Briefly explain your responsibilities – you may wish to outline
the house policy that applies, directly to the customer or a friend
of theirs. Try to get the person on your side by explaining that
whilst you would like the customer to stay on the premises, they
must abide by the rules of the establishment
 Promoting non-alcoholic drinks – most venues will have a range of soft drinks, juices or
mocktails which can be a suitable alternative to alcohol
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 Offering low-alcoholic beverages – some beverages such as beer come in a low alcoholic
format which can be promoted. Alternatively half measures may be suggested when
serving spirits
 Offer water – water is free of charge in most facilities. You may suggest a customer
having a glass of water between alcoholic drinks or for a specific period of time
 Offer food – whether through providing a menu or offering complimentary or low costs
snacks such as nuts and chips
 Slowing down service – try to delay the service of drinks to a person, however this should
not be obvious as it may frustrate the customer
 Advise other staff – as to the amount of drinks the person has had or any concerns which
you may have.
Steps on how to correctly handle intoxicated patrons and matters involving high levels of
intoxication will be discussed in a later section.
1.3 Refer difficult situations to an appropriate person within or outside of the
establishment
Introduction
As customers become more intoxicated, the more difficult it may be to handle the situation
yourself. In many cases customers will understand the rules that apply and will abide by them
in order to enjoy their time on the premises. This is not always the case. At times situations
may have got out of control resulting in other people being needed to bring the situation
under control.
Appropriate internal persons
It must be remembered, that the health and safety of staff, other customers and the
intoxicated person themselves is the primary objective when handling instances involving
intoxication. As a staff member, it is not a requirement for you to place yourself in harm’s
way if you feel you cannot handle the situation.
There are a number of appropriate people who can be called upon to provide assistance or to
handle difficult situations involving alcohol.
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These persons include:
 Supervisor or Manager – they will make or authorize courses of
action to take
 Security – they will have the expertise to deal with the manner
 DJ – they have the capacity to communicate not only with different
authorities but can also communicate directly to the patrons within
the venue.
Remember, if you feel you cannot handle a situation yourself, be smart and seek suitable
support to handle any situation where you feel you are in harm. Suitable external persons to
notify will be discussed in the next section.
Reaching appropriate internal persons
There must be an easy to use communication system to be able to notify appropriate internal
people. Systems can include:
 Pagers
 Signals – verbal or hand
 Button
 Phone call.
1.4 Seek assistance from appropriate people for situations which pose a threat to safety
or security of colleagues, customers or property
Introduction
As stated in the last section, if a situation appears to be out of control it is important that the
correct person or authority is called. Whilst using internal sources of assistance are the first
course of action, at times the situation may have gotten out of control and more serious
action needs to be taken.
Every organization should have a designated set of instructions and procedures to follow in
the event of a variety of situations ranging from arguments, spiking of drinks, violence or
medical harm, to name a few. Staff must be aware of which type of assistance to contact
whenever these situations arise. Anytime a situation poses a risk it must be dealt with in a
prompt manner abiding by all the laws required by the country.
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Appropriate external persons
In the previous section a range of internal persons to contact were identified. There are a
number of suitable external sources that can be contacted including:
 Police – in the event of any activity that is breaking
the law or likely to increase the risk of harm to all
patrons and staff
 Fire – if there appears to be a likelihood of fire
 Ambulance – in the event a person requires
medical assistance.
Reaching suitable external assistance
As stated in the last section, if a situation appears to be out of control it is important that the
correct person or authority is called in a prompt manner.
Not only should managers state situations when each appropriate source of assistance should
be notified, but also how to contact them.
Easy to reach contact details can include:
 Special button
 Posters with contact numbers
 Speed dials
 Other methods those are suitable.
Element 2: Apply appropriate procedures
2.1 Analyze situation carefully
Introduction
The manager plays a pivotal role in ensuring the venue is safe for
all staff and patrons to enjoy. They have control over what will be
determined acceptable behaviour and actions within a venue and
how it should be run to ensure patrons can enjoy the facility. Their
decisions and actions guide the atmosphere of a venue. In essence
the atmosphere is the general mood or feeling of a place. It
influences the behaviour and actions of customers and influences
the way they drink and their ongoing behaviour.
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Part of creating the right atmosphere is about encouraging people to behave in a manner that
is in keeping with the style of your premises. To do this, managers must set standards which
must be explained and communicated with all staff.
Drinking behavior
Drinking behavior is the greatest influence on how each person’s behavior and actions, the
way a group interacts and the general conduct within the premises. By promoting,
encouraging and controlling the drinking behavior, it will certainly help reduce the risks
associated with intoxication.
Drinking behaviour depends on three different factors:
 The drink - the amount and strength of alcohol
 The drinker - the characteristics of the person drinking the alcohol and his or her state of
mind and personal circumstances
 The environment - the atmosphere and prevailing rules of the establishment where the
drinking is taking place. This could be a sports area, dancing area or a quieter dining or
bistro area. The layout of the premises, whether there are more people sitting or standing,
the lighting and the music are all things that create the drinking environment.
Removing or changing any one of these factors will alter
the drinking behavior. It is a fine balance, however
managers must try to let people let their hair down, whilst
not going over the top and endangering other patrons or
staff.
Evidence suggests that where is louder music and people are standing, people are likely to
drink quicker, than if they were seating in a quieter location. The environment that you set
can influence whether the customer is more likely to drink in a relaxed, social way or in an
aggressive or competitive way.
Creating the right environment
There have been many studies conducted in different countries that have mutually agreed
there are a number of factors that influence drinking behavior and the change and degree of
problems associated with intoxication. The study found that there is a range of factors, both
positive and negative, that increase or reduce the chance of alcohol related problems in an
establishment.
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Whilst a manager and staff can assess the situation as it happens, the best way to reduce the
negative effects of alcohol is to create the right environment before actual patrons arrive.
Whilst it is impossible that all alcohol related problems can be avoided, having the right
atmosphere will certainly make the venue a more comfortable and appealing place for
managers, staff, patrons and the community alike.
Positive factors
Having a venue that is safe for patrons to use is not only helpful in reducing negative
incidents as a result of alcohol, but can be a great promotional tool to encourage patrons who
are confident in the venue.
Some ways to establish a safe venue include:
 High levels of cleanliness
 Facilities in operational order
 Good security measures
 Regular removal or rubbish and waste
 Prompt cleaning of tables and removal of dirty bottles, plates and glasses
 Adequate and well lit and ventilated toilets
 Video camera surveillance
 Non-aggressive security staff
 Non-crowding policies
 Mix between men and women
 Well trained and professional staff
 Good communication
 Good activities Safe venue layout.
Negative factors
There are a number of factors that are known to increase the changes of alcohol related and
other associated problems including:
 Unsupervised pool tables
 TV showing aggressive, offensive, sexual or intoxication-related images
 Music with a lot of offensive or sexually explicit words
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 Congestion anywhere in the premises (at the door, bar, stairs,
toilets, dance floor, etc.)
 Higher percentage of customers standing
 Drunk or underage persons allowed in and served
 Vomiting
 Drug dealing or drug use
 Drunk customers in the premises
 Staff being hostile or aggressive towards patrons
 Staff allowing aggression or watching conflict
 Staff sending people outside to fight
 Late intervention in situations by staff
 Patrons served double at closing time or served after closing time
 Smokiness and/or lack of ventilation
 High level of noise and movement
 Lack of bar wiping, table clearing, toilet cleanliness
 Openly sexual or sexually competitive activity
 In-house promotion or entertainment focusing on alcohol and “sexy dancing”.
Assessing the situation
Once the above risks have been addressed and action taken to
create the right atmosphere, this does not guarantee problems will
not arise. It is vital that not only managers, but all staff constantly
assess and monitor the situation as the shift unfolds. Each and
every staff member, including bar staff, waiters, security, cleaners
or music related employees, keep a watch out for any behavior
that may indicate trouble is likely to take place.
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2.2 Apply procedures appropriate to the situation and in accordance with organizational
policy
Introduction
Every organization that serves alcohol should have established
policies and procedures that are in place to help promote the
responsible service and consumption of alcohol. Each country and
local administrative region will have their own laws and
regulations in relation to the supply and service of alcohol and how
to handle intoxicated patrons.
It is essential that anyone who will be involved in the supply or sale of alcohol understand all
laws and regulations that apply in your region or country. Whilst the information provided in
this manual identifies key strategies and actions that are commonly used on a global scale,
any local laws or regulations will always take precedence over this information. In the next
two sections, specific steps are identified in how to handle intoxicated persons; however it is
vital that certain mechanisms are in place to support these actions.
Establish a house policy
One of the most powerful ways of reducing the risks of a breach of your duty of care or local
laws and regulations is to have a house policy that is visible and always applied in the venue.
This is the best way to inform both staff and customers about the laws and rules of a specific
organization. It creates a framework for how an organization will promote the safe supply
and consumption of alcohol. A house policy clearly states your commitment to harm
minimization and the responsible serving of alcohol. Although general policies are available,
the best are those that fit the venue because they are written by and unique to the venue.
The following should be included in a house policy:
 Expected standards of behavior of customers.
 A list of those not to be served alcohol
 Limits for cocktails, shots or shooters.
Getting the input and suggestions of staff is highly encouraged as they will be the people who
will be putting the strategy into place. They must feel comfortable about what is required of
them. It also means they will have more ownership and are more likely to always apply the
principles of RSA in the venue. Send out a copy of your House Policy with each function
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confirmation. Let customers know what you expect before they arrive.
As part of an induction programme or code of conduct, staff should be provided with
guidelines on acceptable behavior whilst on the premises and particularly, when providing
service to patrons.
Signage
Most laws will require or encourage a premise to have suitable
signage placed in locations that can be seen by customers and
referred by staff. Having these signs in clear view is extremely
helpful as it allows staff to refer to them when appropriate action is
taken in reference to intoxication. It is important that they
understand the content and ramifications of the information
contained within the signs.
Escalation Plan
Have an “escalation plan”. That is, a plan for if things get worse. This is likely to include
communicating the problem to other staff and may involve calling the police. By having a
plan which is understood by all staff members before an incident takes place, there is a clear
path of responsibilities and actions that can guide a very stressful time.
Identify and address current issues
Drink spiking
This is where alcohol or other substances is added to drinks without the drinker’s knowledge
or consent. Drink spiking is currently an issue that is causing serious concern among health
professionals and police as it can be related to other crime such as sexual assault. Whilst it is
often associated with other drugs, it also extends to putting shots of spirits into drinks or
ordering drinks with extra shots for other people. Management and staff must be careful to
notice incidents of drink spiking and should develop strategies that reduce the opportunity for
drink spiking to occur.
It should be remembered that it is a crime punishable by fines and imprisonment.
Strategies to avoid drink spiking:
 Warn customers not to leave drinks unattended
 Have a policy regarding the maximum number of shots
per drink, even in cocktails
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 Dispose of unattended drinks
 Be suspicious of orders for drinks with added shots of spirits and have a policy in place to
deal with them
 Watch the behavior of patrons, looking for signs that a person has become suddenly
drunk. Take notice of people offering to take the affected person home.
Binge drinking
Binge drinking is a very harmful practice of drinking too much in a short period of time or in
one-off episodes. Young people are particularly at risk as they may not have access to
alcohol over the long term, but get hold of it only occasionally. Binge drinking can lead to
aggression, domestic violence, health issues, unsafe sex and sexual assault.
Following responsible service of alcohol practices can reduce
the incidence of binge drinking and underage drinking which
is often associated with binge drinking. Research has shown
that a majority of all alcohol consumed, especially by younger
people, is drunk in a manner that is dangerous to health
through habits such as binge drinking and drinking on more
than five days per week.
However, it is most common in the 18-24 years age group with over 93% of alcohol drunk by
males liable to cause health problems and 82% for young women.
2.3 Explain the position to the customer using appropriate communication skills
Introduction
When handling intoxicated persons, there are a number of approaches that can be taken,
depending on the individual situation and severity of the problem. Regardless of the action
taken, it is important for staff to be professional and respectful in their approach. Handing
intoxicated people should be done in a sensitive and discreet manner which solves the
situation, not escalates it further.
Steps when handling intoxicated customers
The following T-A-K-E C-A-R-E steps can help resolve matters involving intoxicated
patrons.
Tell early
Avoid put-downs
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Keep calm Ever courteous Clarify refusal Alternatives
Report
Echo
Tell early
If staff is aware of early signs of intoxication, they are able to help provide assistance to
customers which enable them to still enjoy their experience.
Avoid put-downs
You must be respectful in your approach with people. Do not judge them or talk down to
them.
Keep calm
Whilst it is not uncommon for intoxicated persons to talk in a rude manner to you, remember
you are just doing your job and try not to take the comments personally. Try to use a calm
and controlled voice. You don’t want to use loud or threatening words or tones which can
further escalate the problem.
Ever courteous
Regardless of the way that you may be treated by a specific customer, you must respect the
customer and be professional and polite. Don’t be confrontational and demeaning about the
person. Your role is to explain why you are taking a certain approach. Normally this involves
identifying how a person may be breaking the law.
Clarify refusal
You need to explain why a person may be refused a beverage,
entry into the premises or the right to remain on the premises. Be
practical in your explanation and stick to the facts. Don’t get
emotional or personal about the intoxicated patron. You may
merely state that at this time, the law requires them to follow a
certain action. You may want to remind the person they are
welcome back when they abide by the law.
Alternatives
If handled in a prompt manner, a staff member will be able to provide and explain a range of
alternatives including switching to soft drinks or eating a meal, which will allow the
customer to remain on the premises. At least you have placed some responsibility back in the
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customer’s hands in relations to their actions.
Report
Ensure other people are aware of what is happening. For legal reasons you may be required
to keep a written record of events as they happen and the approach taken.
Echo
You may wish to notify a friend of the intoxicated person why certain actions are taking
place. They may be in a more controlled state and understand the situation more clearly.
They can also become an ally when dealing with the intoxicated person. If the customer is a
regular, you may wish to explain your actions and the reasons behind it when they next
return and in a clearer frame of mind to avoid a re-occurrence.
Handling complaints
Like in any business, there will always be complaints that will be brought to the attention of
staff and management. When alcohol is involved, the number and types of complaints may
vary. Some may be logical whilst others unreasonable and resulting from the requests of
people who are intoxicated or under the influence of alcohol.
Dealing with a complaint can be complicated. If you handle it well, you will have brought the
customer round from being dissatisfied to being happy. However, if dealt with badly, the
customer will feel less happy and is likely to tell as many people as possible about the
situation, leading to a loss of potential customers. Quite often intoxicated people will just
complain and any solution you may offer, whilst reasonable to you, may never satisfy their
needs.
Regardless of the complaint, key points to dealing with them include:
 Listen carefully to the complaint, without interrupting
 Show that you understand
 Apologize
 Seek a solution.
It is important not to remain professional and treat every complaint with respect, even if it
does not warrant it. Remember, when people are angry, they often throw insults. Do not take
insults personally or retaliate, you have to remain professional. Dealing with complaints
requires you to have patience and to keep others around you calm.
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Handling potential problem situations
As alcohol is associated with relaxing and celebration, there will always be potential
problems that arise. Whilst you can never be sure of situations that may lead to trouble,
traditionally there are scenarios than commonly need to be monitored closely. These include:
Large Single Sex Groups
Whether due to celebration or party, single sex groups often start drinking to excess;
encourage a culture of drinking games and fast consumption. Due to the nature of large
groups, their actions and noise level may impact on other customers as well.
 Distribute house policy with confirmations of large bookings or
private functions
 Speak with them on arrival. Welcome them and thank them for
their patronage however notify them of expected behavior
 Speak with them in a friendly manner and don’t treat them as a problem, until they do
become one. Their business is just as important to the business as other customers and
they deserve to be treated with respect. In fact you may wish to acknowledge their
business and provide some special products or services, given they are a large group who
are likely to spend a lot of money
 Build up a relationship early on so it’s easier to speak to them later – find out what they are
celebrating
 Set aside a separate area for them, if possible, to avoid upsetting other customers
 Identify the leader and make him or her responsible for the group’s behavior
 Watch the amount they are drinking
 Speak to individuals at the bar
 Make it clear that, if one person causes trouble, they will all have to leave.
Domestic Arguments
These are often the hardest to spot and to handle as the matter is very personal and important
to those involved. It is a common occurrence, which seems to be more common when
alcohol is involved. Whilst you can’t listen to each customer’s conversations, it is often
obvious if there are ill feeling or cross words being spoken between partners or friends.
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 Visit the table, ask if all is ok. The attention and the fact
you have noticed are enough to make most quieten down or
leave
 If it persists and or gets louder, you will need to ask them
once again if they are ok
 Suggest that this is not the place for their upset or argument
 Let them know that, if they can’t put aside their issues, they will have to leave
 Always remain impartial
 Depersonalize the situation by stating it is your job / house rules and nothing personal.
Games and Sports
All games seem to have a winner and a loser. This very nature often leads to one person
being upset. In premises where customers are playing games such as pool or darts, there is
also the added issue of potential weapons. Issues may also arise with whose turn it is next.
To help reduce potential problems:
 As rules differ from area to area, have a set of house
rules for everyone to play by
 Put a clear, fair system in place for how to book
games and how to determine who plays next
 Ensure the area is well staffed or has frequent staff
presence to spot any potential problems
 Put in place a deposit system or some other method, so all equipment such as darts and
cues are returned to staff after each game.
2.4 Assist the customer to leave the premises if necessary
Introduction
There may be times when all previous approaches to allow a customer to remain on the premises
have failed and for the best interests and safety of everyone, the intoxicated person may be asked to
leave the premises. Even at this time, staff must remain professional and respectful. This is
important, given that it is very likely that the intoxicated person may not be acting in a reasonable
manner or may become violent.
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When someone is required to leave
It is often a legal requirement that an intoxicated person is not permitted to remain on the premises.
Whilst is it unreasonable to ask every patron who is showing even the smallest sign of intoxication to
leave, it is essential that a person will be asked to leave who:
 Is using or threatening violence
 Is disturbing the enjoyment of other patrons
 Is disorderly or not abiding by premises rules
 Is breaking the law
 Is using disgusting, profane or foul language.
Some laws state it is actually an offence if a person remains on the premises when asked by
management or staff to leave.
Steps when asking someone to leave
1. Final warning - The first step may be to give someone
a final warning explaining their actions may lead to
them being asked to leave.
2. Notifying friends – you may wish to notify a friend of
the intoxicated person what is happening. Intoxicated
people are more likely to listen to their own friends
than those of authority.
3. Identify transportation – you may wish to arrange a taxi for the person or identify suitable
transportation, whether it is with one of their friends. Whilst it is not always a legal
requirement, you do not want an intoxicated person in a situation where they are roaming
the streets or trying to drive themselves home. Not only does this cause potential risk to
the community, but may have legal ramifications on the organisation.
4. Arrange assistance – before a person is being asked
to leave you may wish to call upon others to assist,
monitor or actually undertake the process.
5. Explain why the person is being asked to leave – be
professional and explain to the person why they must
leave the premises. Normally notifying them that
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they are breaking the law is enough information.
6. Explain transportation options – you may wish to notify the person how they will be
getting home, once they have left the premises.
7. Follow the person to the door – ensure the person has collected all their belongings. Do
not touch the person as this may provoke them further and try to keep the process as
discreet as possible.
8. Ensure the person is safely off the premises – hopefully this is in transportation or they
have a friend who can ensure the person gets home safely.
There will be times, when a more direct and forceful action is required; however the
appropriate authorities must undertake this action, whether by police or security. The main
priority in this process is ensuring that everyone remains safe. This includes staff and other
patrons, but also the intoxicated persons, as quite often they will not be in a physical or
mental state to take responsibility for themselves.
Element 3: Comply with legislation
3.1 Assess situations
Introduction
As a manager or a server in an establishment that serves alcohol it is your responsibility that
it is done in a manner that maintains the health and safety of all people concerned. Every
shift is different however it is important that management and staff conduct operations in a
manner that is legal and promotes responsible service and consumption of alcohol. It is the
task of management to create a low risk environment by implementing policies and
procedures to encourage responsible service of alcohol.
Responsible & legal considerations
There are a number of actions that a manager must consider when making a venue serving
alcohol a safe and legal operation including:

Establish a house policy covering:
 Laws and regulations
 Responsibilities of staff
 Serving strategies
 Refusal of service
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
Avoid promotions that encourage irresponsible consumption of alcohol

Train staff in responsible service of alcohol

Identify and address potential difficult situations

Create the right atmosphere.
These steps have been discussed through the manual, and whilst they are very effective in
operating a safe venue, many of these activities are also a legal requirement.
3.2 Deal with intoxicated persons appropriately
Introduction
This manual has identified a variety of ways in which to deal with
intoxicated persons, depending on the situation, level of intoxication and
risks to others. Most of these strategies are not only helpful in professionally
dealing with intoxicated patrons, but are also legal. This ensures that in the
event, an investigation takes place in regards to a particular incident,
management and staff can be confident they have followed the correct
procedures and help mitigate any legal issue that may arise.
Tips to remember
Whilst a range of legally abiding steps is identified elsewhere in this manual, some important
tips to remember include:
 Identify situations where problems may arise as early as possible
 Try to involve the customer by providing options
 Treat the customer professionally
 Don’t touch the customer, where possible
 Take action as early as possible
 Follow all house policies, rules and regulations.
When handling any situation involving an intoxicated individual, always think of how you
would like to be treated if the roles were reversed.
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3.3 Deal with underage drinkers
Introduction
It is human nature for people who are under the legal age of drinking in a specific country to
want to consume alcohol. Be it, peer group pressure, the right to fit in, the act of rebellion or
simply wanting to act older than you are, every establishment that serves alcohol, at some
stage will need to deal with underage drinkers. For the purpose of this manual, a person
under the legal drinking age will be referred to as a “minor”.
Reasons for law
Reasons for having a designated drinking age
Every country will have a designated age in which people are allowed to legally drink
alcohol. This is set because the consumption of alcohol by minors is very dangerous. This is
because:
 They lack the experience of drinking alcohol
 They may not be mature enough to handle themselves in a
drinking capacity
 Brain does not fully develop until the age of 24 in males and 22
in females. Therefore the effects of alcohol impacts brain
development to a greater extent
 Their internal organs haven’t fully developed, therefore the effects of alcohol are greater
 Minors are more likely to binge drink, which is a major health risk
 Minors are most likely to become dependent on alcohol and become heavy drinkers later
in life.
Conditions for law
The law will also state conditions in which alcohol can be served in relation to minors. Each
country will have their own laws in relation to the sale and consumption of alcohol in relation
to minors
Some legal conditions may include:
 Alcohol cannot be sold to a person under the legal drinking age
 Alcohol cannot be supplied or consumed by a person under the legal drinking age
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 Proof of age must be checked if a person looks under 25 years of age
 Minors may be able to be on a premises that supplies alcohol if:
 They are in the company of a responsible adult
 Are eating a meal
 Work on the premises in duties that do not involve the sale of alcohol
 Some venues may allow a minor to have an alcoholic drink if they are having a meal or
with a spouse, parent or guardian
 Food containing alcohol may be consumed if below a certain percentage of the entire meal
 Minors may not be allowed into areas where their primary product sold is alcohol
including bars and night clubs.
Strategies to prevent underage drinking
Checking upon entry
Many establishments may have staff located at the door to ensure
minors are not granted access where they are not required to be. If
there are no allocated staffs, it should be the responsibility of staff
to observe new arrivals. This check is also helpful in identifying
intoxicated persons who may have entered the venue and allows
the matter to be solved immediately.
Requesting identification
Most laws apply the responsibility of checking identification of customers under the age of
25 falls to the servers of alcohol. This means that if you are in any doubt about a person’s
age, whether or not security, door staff or other staff has been convinced, each server should
make up their own mind.
Whilst each country will have its own forms of approved identification, these may include:
 Photographic Drivers Licence
 Passport
 Proof of age card
 Identification booklet.
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Checking identification
Some people are very clever at producing genuine looking identification. Even if you are
provided with an identification that appears real, the organisation and the individual server
may still be found to be legally responsible if that person turns out to be a minor.
Therefore carefully checking identifications is important. Tips when checking identifications
include:
 Always check them in a well-lit area
 Take the time to examine the identification carefully
 Look for any signs that may indicate the identification is not
real including:
 Alternations of pages
 Changing of photos
 Changing of date
 Ask for supporting identification is you are unsure of the authenticity of the identification
 Get the person to sign a document to compare signatures or to state the document is
accurate
 Ask questions to test the authenticity of information on the identification.
Handling fake identification
If you think that a person has given you a fake identification it is good practice to:
 Refuse the person entry
 Keep the identification
 Give the identification to the relevant authorities.
Observe drinkers
In many establishments, minors are allowed into a wide variety of food and beverage outlets
that serve both food and/or beverage. Staff should observe people who are drinking alcohol.
In some cases, adults may have purchased these drinks on their behalf.
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3.4 Comply with legislative requirements
Introduction
All businesses that serve food and beverage will have a series of laws in which they must
comply. Some of these laws have previously been discussed in this manual to date, however
there are many more which are just as important and must be understood and complied with
by all staff within an organization. Licensing law is the set of legal rules governing the sale
of alcohol in a given jurisdiction. It usually defines who can sell alcohol, when, where and to
whom. Generally the underlying purpose of licensing law is to act as a protection against any
potential harm to public order or to public health. This is sometimes stated in the law.
Types of legislation
As previously mentioned, each country will have their own laws and regulations that must be
complied with. Please refer to any specific laws that may relate to your country. Some
generic laws relating to the sale and supply of alcohol includes:
License to sell
Most countries that have restrictions on who can buy alcohol will also have restrictions on
who can do the selling. In order to sell alcohol, you may have to obtain a permit or license.
The license may simply permit you to sell alcohol in general or may have stipulations
including:
 In which areas of the establishment it may be sold
 What may be sold – for consumption within the establishment or to be taken off the
premises
 At what times sales can be made
 If alcohol is allowed to be brought into the venue for consumptions.
Establish policies and procedures
 Establish house rules
 Place appropriate signs in place.
Training of staff
Management may need to ensure:
 Correct types of staff – including security
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 Correct numbers of staff
 Correct age of staff serving alcohol.
Staff may be required to:
 Undertake responsible service of alcohol courses
 Gain certification in specific courses
 Attend regular staff meetings to discuss RSA issues
 Understand their responsibilities
 Be properly trained and consistently apply their
training and knowledge of RSA in the workplace.
Documentation of systems
In order to prove that you are complying with the laws, it is good practice to keep records to
show what systems you have in place:
1. Training and Training Records
It is good practice for employers to show that staff have been made aware of the laws
through training and by asking staff to sign to show they have understood these laws, or to
sit an exam to prove their understanding.
2. Incident Diary
It is good practice to record any incidents that happen, such as arguments or fights, so that
any problems can be identified to prevent them from occurring again. It also gives an
accurate picture for company communication and passing on to any authorities that may
need details.
The current diary should be kept in a handy place where everyone knows where to find it.
Old records should be filed for possible use in any legal actions that may follow.
3. Refusals Book
This is a book where you record when you have to refuse service because customers are
underage, drunk, etc. This record book is then signed by the manager and shows you are
abiding by the laws. It also helps to build a picture of any problem patterns.
Recording Incidents
You should record all incidents for a variety of reasons:
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 It can be used as a learning tool and can assist in communication between staff and
management
 It provides an accurate record for police, company or insurance purposes
 It can help prevent similar incidents from happening again.
 The record should include the following:
 Date
 Time
 What happened
 Who was involved
 How it was dealt with
 Whether police were called
 You may also wish to record the names of any witnesses and their contact information.
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