BREWSTERS TRAINING OUTLINE
DAY 1:
Welcome to the Team & Introduction of Management
Policies and Procedures
Beverages
Pre-Shift Procedures
“Polish the Oyster”
Service Standards
Up-selling Techniques
Uniform Standards
Tour of the Building
Availability & Schedules
Employee Phone List
Handouts:
Policy Manual
New Employee Orientation Checklist
Employee Information Sheet
Alberta TD1 & Canada TD1
Smoking in the Workplace Policy Form
AGLC ID Under 25 Policy Form
EOIF Fund Form
DAY 2:
Weekly Food and Drink Specials
Food Cribs and Tasting
Allergy Sheet
DAY 3:
PosiTouch Training and Exercises
DAY 4:
Mock Table Service
Cash outs – Shortages and Overages
IN STORE TRAINING:
(Scheduled by Management)
Hostess/ Bussing Shift
Expo/ Food Run Shift
Opening Shadow Shift with Cash Out
Closing Shadow Shift with Cash Out
Reverse Shadow Shift
Four-Table Section
Six-Table Section
Full Section
1
TABLE OF CONTENTS
1.
BEVERAGES
1.1
House Liquor
1.2
Premium Liquor
1.3
Bottled Beer
1.4
Coolers
1.5
Non-Alcoholic
1.6
Happy Hour
2.
PRE-SHIFT PROCEDURES
3.
SHIFT CHANGEOVER PROCEDURES
4.
POLISH THE OYSTER
5.
SERVICE STANDARDS
5.1
The Guest Experience
5.2
Support Staff/Hostess Duties
5.3
Table Maintenance
5.4
Up-selling Techniques
5.5
Customer Complaints
5.6
Reservation Policies
5.7
Transferring Tables
5.8
Kid’s Menu Information
6.
UNIFORM STANDARDS
7.
WEEKLY FOOD SPECIALS
8.
WINE INFORMATION
8.1
Premium Reds
8.2
Premium Whites
8.3
Steps for Opening a Bottle of Wine
8.4
Wine Definitions
8.6
Wine Pour Standard
9.
POSITOUCH TRAINING
9.1
Training Checklist
10.
BREW
10.1
10.2
10.3
10.4
SCHOOL
The Brewing Process
Beer FAQ
About Beer Tasting
Brewsters Beer Descriptions
APPENDIX A – DRINK CRIB SHEETS
2
1. BEVERAGES
The following is a list of the liquor, bottled beer, coolers and non-alcoholic
beverages that Brewsters carries.
1.1 HOUSE LIQUOR
RYE
WHITE RUM
DARK RUM
VODKA
TEQUILA
SCOTCH
BRANDY
GIN
Seagram’s 5 Star
Captain Morgan’s White Rum
Ron Carioca Dark Rum
Troika
Sevilla la Villa
J&B
E&J
Gordon’s
1.2 PREMIUM LIQUOR
RYE
Crown Royal
Gibsons 12 Year
BOURBON
Jack Daniels
Jim Beam
Wild Turkey Rare Breed
RUM
Bacardi White
Bacardi Dark
Bacardi 1873
Lemon Hart
Appleton’s Estate
Captain Morgan’s Spiced
FLAVORED RUM
Parrot Bay
VODKA
Smirnoff
Grey Goose
Ketel One
FLAVORED VODKA
Smirnoff Twist of Blueberry
Smirnoff Twist of Raspberry
Smirnoff Twist of Vanilla
Smirnoff Twist of Apple
Smirnoff Twist of White Grape
3
GIN
Bombay Sapphire
Tanqueray 10
TEQUILA
Jose Cuervo Gold
Don Julio
SCOTCH
Chivas Regal
Glenfiddich
Glenlivet
Johnny Walker Black Label
Oban 14 Year
IRISH WHISKEY
Jamesons
SPIRIT CATEGORIES / TYPES OF LIQUORS
RUM
Developed originally by the Spaniards in the 16th century when they arrived in the
Caribbean while discovering the New World.
Rum is produced from a base of sugar cane, cane syrup or molasses. Most rums
are a blend of these three ingredients and are aged in new oak barrels. Rum is
available White, Dark, Amber and flavored.
VODKA
Developed in Russia and Poland, vodka was originally produced by distilling
whatever sugar and or starch that was available (i.e. Potatoes)
Vodka is a clear, colorless, tasteless and odorless spirit. Due to these traits,
vodka is the most versatile and mixable spirit. It is not aged and is simply the
purest, lightest form of liquor produced for human consumption.
GIN
Evolving in the late 1800’s and originally produced in London, England, gin is
smooth, fresh, dry and crystal clear. Gin can be distilled from juniper berries,
coriander seed or other botanicals. Recipes vary from brand to brand and this is
a major factor in consumer brand preferences.
4
TEQUILA
Tequila evolved late in the 1800’s, in central Mexico by distilling and fermenting
the juices of the Blue Agave plant. Tequila standards are protected by Mexican
law and only Blue Agave can be used in making tequila.
White or Silver tequila is unaged and is clear and colorless. Gold or Extra tequila
has an amber color and has been stored or aged in oak casks. Further aging (1-7
years) mellows the tequila even more and creates an even darker color. This is
called anejo.
BRANDY AND COGNAC
Brandy is made by distilling wine and is one of the oldest forms of liquor, dating
back to the early 1400’s in France. Brandy is often aged in oak casks and can be
produced using ANY grape and can be from ANY country in the world.
There is no standard requirement for labeling brandy, but it is usually labeled like
cognac.
All Cognac is brandy….but not all brandy is Cognac!!
Cognac, by law, must be made from certain grape varieties only. It must be aged
a minimum of 2 years in oak barrels. The barrels can only be made from
Limousin or Troncais Oak.
By international law, Cognac can only be produced in the Charente Region of
Southwest France.
WHISKEY CATEGORIES
THERE ARE SEVERAL DIFFERENCES IN THE WORLD OF WHISKEY:
Irish whiskey, American Whiskey, Scotch Whiskey and Canadian Whiskey
SCOTCH WHISKEY
The distilling of Scotch originated between 1100 AD and the late 1400’s and is
now the largest type of whiskey sold worldwide.
All scotch is made in Scotland and is produced from malted barley. Malting is the
process when barley is wetted down and begins to germinate. The germination
process is halted by drying the germinated or malted barley with fire and smoke
from dried peat moss. This peaty, smoky flavor from the malted barley is a major
flavoring component for scotch.
There are two types of Scotch Whiskey….Single Malt and Blended
5
SINGLE MALT: A product of a single distillery, using only one type of malt and
local water. Due to these characteristics, single malts will vary from brand to
brand in taste, color and odor. Single malts are always aged in oak barrels.
BLENDED: Totally different from single malts. They are blended to maintain a
consistent taste, color and odor. In fact, every bottle has the same flavor and
character. In essence, blended scotches are a mix of single malts. Some blended
scotch may contain up to 40 different single malts. Blended scotch is also aged in
oak barrels for a minimum of 3 years.
IRISH WHISKEY
The Irish are credited with being the first producers of whiskey around 400 AD.
Irish whiskey is produced by distilling rye, wheat, oats and barley.
Irish whiskey is malted somewhat like scotch whiskey, not using smoky peat
moss, but rather with large ovens. Due to this, Irish whiskey does not have the
smoky flavors of scotch. Irish whiskey must be aged in oak barrels for a minimum
of 3 years; most are aged considerably longer. During this aging process, Irish
whiskey develops a smooth, light golden color.
CANADIAN WHISKEY OR RYE
Canadian Whiskey or Rye is produced from a case of cereal grains such as corn,
rye, wheat and barley. The proportions of each of these grains, per brand are a
major factor in the taste differences per brand.
All rye must be made in Canada and must be aged in oak barrels for a minimum
of 3 years. Many ryes are aged longer than 3 years in charred oak barrels that
held bourbon or brandy previously. Once aging is complete, the barrels are
emptied and the product is filtered and blended for consistent quality.
The age on a bottle of Canadian whiskey is the age of the youngest whiskey in
the blend.
AMERICAN WHISKEY
American whiskey distilling began in the early 1700’s when Irish and Scottish
settlers brought with them the knowledge of distilling alcohol. Due to the wide
variety of crops available to distill in America, the resulting spirits in the early
days of America were quite diverse.
Bourbon is the dominant type of American whiskey.
Bourbon is produced from cereal grains but must be at least 51% corn. By law it
must be aged a minimum of 2 years in new oak barrels. These barrels are
usually re-charred and re-used in Canadian and Scotch whiskey aging.
6
Sour Mash whiskey (Jack Daniels) is bourbon that has leftover fermented mash,
from a previous batch, added to a new batch before it is re-fermented. This
technique adds flavor and character to the end product.
LIQUEURS
Liqueurs were some of the first alcoholic spirits consumed by humans. Originally
liqueurs were developed by monks and medicinal elders for the strict purpose of
medicine. Spirits worked as disinfectants externally and as diuretics for digestion.
In addition, liqueurs were used for the effects of relaxation.
Liqueurs tend to be very country specific due to the local ingredients used for
blending and flavoring.
SOME POPULAR BRANDS:
Apricot Brandy
Baileys
Banana
Brandy & Benedictine (B&B)
Cassis
Cacao Dark
Cointrueau
Frangelico
Galliano
Grand Marnier
Kahlua
Crème de Menthe Green
Peach Schnapps
Sambucca Black
Triple Sec
Sourpuss Apple
Amaretto
Butteripple Schnapps
Benedictine
Blue Curacao
Cherry Brandy
Cacao White
Chambord
Drambuie
Goldschlager
Jagermeister
Melon
Crème de Menthe White
Peppermint Schnapps
Sambucca White
Southern Comfort
Sourpuss Raspberry
1.3 BOTTLED BEER
DOMESTIC
Budweiser
Canadian
Coors Light
Kokanee
7
IMPORTS
Corona
Heineken
Stella Artois
Alexander Keith’s Pale Ale
CIDER
Strongbow (11th Ave is Draft)
1.4 COOLER
Smirnoff Ice
Smirnoff Twist Raspberry
1.5 NON ALCOHOLIC BEVERAGES
SOFT DRINKS

Coca Cola
Diet Coke
Sprite
Ginger Ale
Tonic
Soda
Iced Tea
Customer qualifies for free drink refills only with the purchase of a meal.
No free refills when the meal is a food special (ex. Wing night, $0.40
Dumplings).
JUICE
Orange
Cranberry
Pineapple
Grapefruit
Apple
Tomato
Clamato
MINERAL WATER
Naya 500 ML
San Pellegrino 500 ML
NON-ALCOHOLIC BEER
O’Doul’s Regular
O’Doul’s Amber
VIRGIN MARGARITAS
Strawberry
ENERGY DRINKS
Red Bull
8
LEAF INFUSION TEAS
Noble Earl Grey Green Tea
Vanilla Citrus Rooibos
Wildberry Medley Herbal
Butterscotch Orange Rooibos
Jasmine Bloom Green Tea
1.6 HAPPY HOUR DRINKS
The following are the drinks included in Brewsters happy hour:
a)
b)
c)
d)
Pints of any of Brewsters handcrafted beer - $5.25
Shakers of Brewsters Beer - $4.25
Glasses of premium wine - $1.50 OFF any brand
House brand hiballs - $5.25 (drinks with juice other than lime aren’t
considered hiballs)
e) Bellini’s - $5.25
The hours for happy hour for the other Brewsters locations are the following:
Calgary
Edmonton
Foothills (Calgary)
4pm to 7pm
4pm to 7pm
3pm to 7pm
2. PRE-SHIFT PROCEDURES
Ensure that you are in the building 15 minutes prior to your scheduled shift and
on the floor 5 minutes before your shift begins.
If you are serving or bartending, you must have the following items before
beginning your shift.
a) Positouch card
a) Brewsters apron
b) Brewsters nametag
c) Pens
d) Float
e) Notepad
f) Corkscrew
g) Hot cloth
Your first Positouch card and nametag will be complimentary; however, you will
be charged $5.00 to replace your card and $5.00 for a new nametag. You will
sign for your apron ($15.00) and the cost will be deducted from your first
paycheck. The staff member is responsible for providing their own float, pens,
notepads and corkscrews.
9
Check that your uniform is clean, pressed and follows all of the Brewsters
uniform standards.
Check the floor plan to find out your assigned section.
Servers should check to see if they have any reservations in their section and
determine any specific instructions regarding the reservation. For example, is
there a birthday being celebrated or has the group pre-ordered their meals?
Check the Feature Board to find out:
a)
b)
c)
d)
Soup of the day
Chef’s potato and vegetable
Seasonal Beer
86’d Items (Items that are currently unavailable) – you may check these
items on the computer as well by looking at the ‘Out of Stock’ screen.
e) Any food or drink features
f) Read all new posted memo’s
Check your section:
1) All garbage or debris picked up off the floor
2) Table base’s clean
3) Table’s wiped
4) Chairs & booth’s wiped
5) Window sills clean
6) Salt and pepper shakers clean and full
Brewsters features a different drink and food feature on each day of the week. It
is the responsibility of all staff to memorize these specials so that you will be able
to promote them to customers and answer any questions that customers may
ask you regarding the specials.
Punch In on the Positouch Computer. You will need management approval if
you are early, late or not on the schedule.
3. SHIFT CHANGEOVER PROCEDURES
All night service staff must arrive 15 minutes prior to their scheduled shift to
ensure that there is a smooth transition at changeover between day and night
serving staff. The following is a checklist of what should be done during
changeover.
- All pre-shift procedures discussed above.
- Speak with the day server/bartender who was previously in your section to
let them know you are ready to take over the section.
- Transfer over any tables in the section; a good rule of thumb is that the
day server should transfer any tables that will not be completely finished
and out the door in 15 minutes.
10
-
-
-
The day server should inform the night server of any important information
regarding the transferred table (i.e. Do they need to order food still? Have
you done any quality checks yet? What are they drinking?)
New server should do a section walkthrough to ensure all tables are set
properly and ready for service (i.e. Check for cutlery, table has been
sanitized, etc.)
Night server should brush off all bench seats and wipe down chairs in your
section; PICK UP ALL GARBAGE OFF THE FLOOR.
Day server should re-stock all server stations before leaving and ask the
night server if they require anything else.
Day server should change garbages; clean bar sinks and organize menus.
Night server should introduce themselves to any tables that were
transferred and let them know that you will be taking over for the night.
4. “POLISH THE OYSTER”
The “Oyster” is the overall environment that we provide for the guest to enjoy
their Brewsters experience. It includes all aspects related to the building
including cleanliness, service and atmosphere. Staff must be fully aware of the
entire environment they are working in at all times. You should do all that you
can to improve the environment for our customers.
If you feel something can be improved, speak to a manager or take the initiative
yourself. The following are some questions that you, as a member of Brewsters,
must constantly be asking yourself while you work:
Lighting – Is the lighting adjusted and appropriate for the time of day?
Music – Is the style of music and volume appropriate for the time of day and
demographic in the room? Music will be adjusted by the manager or supervisor
on duty.
Televisions – Are all of the TV’s on proper programming? What sports are on
today? If there are no sports for the day, there should be some interesting
programming on the satellite dish. Programs will be determined by management.
Floors – Is there garbage on the floor that should be picked up? Is any area of
the floor wet? Does a wet floor sign need to be put out?
Washrooms – Are they clean, functioning and fully stocked?
Front Entrance – Is the entrance clean and well swept or shoveled? Is the
outdoor lighting and signage on?
Kitchen - Watch the food quality and bill times. Is there food to run?
11
Bar - Watch the drink quality and bill times.
Other Staff Members – Who is busy? What can I do to help others?
Can I run another server’s food? Can I help another server with their table
maintenance? Does the bartender need help pouring drinks?
Monitor Table maintenance - Remove dirty plates and glasses, refill wine, wipe
spills, and replace coasters.
Staff Levels - Is it time to cut any staff? What is the staff currently doing?
Customers – How is the service, food and drinks? Talk to them about
Brewsters, the beer, other locations, specials, etc. Have they been to Brewsters
before? What do they need to enjoy their experience? Do any customers look
like they need help?
Lobby/Wait Area – Are there customers waiting to be sat? Be there to greet
and open the door. Are there customers leaving? Be at the door to say thank
you to as many departing guests as possible.
5. SERVICE STANDARDS
5.1 THE GUEST EXPERIENCE (A Proper Service Cycle)
As a member of the Brewsters team, you are expected to abide by the service
expectations we outline here for each and every guest that visits our restaurants.
It is imperative that every guest at Brewsters receives superb service and the
best possible atmosphere to enjoy their experience.
FIRST IMPRESSIONS – It is very important that we present a favorable first
impression to all guests. We wish to entice customers by showing that Brewsters
is well kept and organized and that customers will have a pleasurable and
entertaining evening while dining or having drinks.
-
The parking lot and entrance must be clean and well lit.
The interior lighting must be appropriate for the time of day.
The music style and volume must be appropriate for the time of day and
existing clientele.
There must be proper content on the televisions.
The washrooms should be checked every 1/2-hour during the peak hours.
The lobby\vestibule must be clean and organized – the menu board must
be up to date.
There should be no garbage on the restaurant or pub floor – it must be
picked up if you see it.
12
DOOR GREET
-
-
-
New guests should be greeted within 30 seconds. If you know their
names, greet them using their name. We need to know the regular’s
names.
Open the door for guests if possible.
If you are unable to seat guests immediately, acknowledge them and tell
them you will be with them shortly.
Use a greeting such as Good Afternoon/Evening – How are you?
How many guests will be with your party? Locate an appropriate table.
If all our tables are occupied, advise the guest(s) that there will be a wait,
and place the guest(s) name on the waiting list. Try to convince
customers to have a drink at the bar while they wait.
Would they like a table or booth? Dining room or pub? Patio?
Take guests to an appropriate table with menus (food and drink menus
plus any feature menus).
Walk with the customers, not ahead of them.
If children are present provide them a coloring sheet and crayons.
Offer a booster seat or high chair for smaller children.
Will other guests be joining later? – Take their names so that you will
know where to seat them once they arrive.
Point out any current features (i.e. wine, food, seasonal beer).
Let them know who their server will be and assure the customers that they
will be by shortly.
Clear any extra table settings from the table.
*No matter how busy it is, when seating customers, you are to never place the
menus down on a table and simply walk away. You must wait for the customers
to sit, hand them their menus and inform them of any relevant information that
may enhance their experience. Customers must be notified that a server will be
by to see them shortly before you leave their table.
SERVICE STEP 1 (INTRODUCTION, DRINK ORDER, APPETIZER SALE)
-
-
Once a table is seated in your section you must verbally acknowledge
them within 2 minutes. You do this to greet the table and let them know
that you will be right there to look after them.
Your introduction is your opportunity to let the guest know about our
dinner and drink features. At each and every table you must let our
guests know about:
1) Brewsters Beer including the Seasonal Beer
2) What we are featuring for Happy Hour
3) Our dinner feature
13
-
-
All guests questionable to the age of 25 must be asked for proper
identification. It’s the LAW!
Place coasters in front of guest with the logo facing them. This lets
management know that the table has been approached.
Find out and anticipate the guest’s wants and needs. Are they in for a
long dinner? Just drinks and appetizers? Going to a movie? Use this
information to guide the guest through their Brewsters experience.
Once they have ordered a beverage, repeat the beverage back to the
customer.
Write all orders down to eliminate any error in memory.
Now is the time to sell appetizers, especially if there is an appetizer
special. Ask for the appetizer order as soon as you take the drink order.
*Each server and bartender must be able to effectively promote beer, wine,
cocktails and food. They must feel comfortable describing the products,
answering any questions and enthusiastically recommend any of their favorites.
SERVICE STEP 2 (BEVERAGE DELIVERY)
-
-
Drinks should be delivered within 3 minutes of taking their drink order. We
want to get the drinks to the guest as fast as possible, so if you can get
them there sooner, even better.
Trays are used for all drink service. They are also required when clearing
glassware. Trays are not needed when delivering wine bottles.
Hold mugs by their handle and wine glasses by the stem.
Hold all glasses by their bottom, away from where the guests will place
their mouth.
Always name the drink as you place it in front of the guest, especially with
Brewsters own beer – use the entire name.
Face all labels and logos toward the guest.
Drinks should be delivered on the right side of the customer.
*Servers and bartenders must be able to properly and confidently open and pour
a bottle of wine. This will be taught to you later in the training schedule.
SERVICE STEP 3 (MAKE THE ORDER, DON’T JUST TAKE THE ORDER)
-
Make recommendations and point out unique items on the menu,
signature items and your personal favourites.
Use opportunities to up-sell items that can be added to meals.
Ensure that all food orders are recorded on the correct seat number and
rung in immediately. This will make it much easier for other servers to run
your food. We do not auction off food, we place the order in front of the
guest and repeat there order back to them.
14
-
Always write your orders down, do not rely on memorizing them.
Make sure to remove all menus from the table once their order has been
placed.
SERVICE STEP 4 (TABLE PREP)
-
-
If you have sold an appetizer at step one, ensure that you bring the
appropriate number of side plates, napkins, cutlery and condiments before
the appetizer arrives. Customers should not have to wait for their utensils
after their food has arrived.
Also make sure that the table is set up for entrée service with side plates,
cutlery, condiments, napkins or finger bowls.
SERVICE STEP 5 (DELIVER APPETIZERS)
-
-
Deliver food on the right side of the customer.
Ask if the guests will require anything else before they begin their
appetizer (i.e. extra dip, napkins, etc.)
Check if the guests would like more beverages. If they are drinking wine,
fill their wine glasses for them.
Do a quality check on the appetizers.
How is the (appetizer’s name)? Try to refer to each item.
Is there anything else that I can bring to you?
Quality checks must be done 1) after their first couple of bites. 2) half way
through their meal.
Clear appetizer plates and anything else that the customer is not using.
Replace cutlery if necessary.
SERVICE STEP 6 (DELIVER ENTREES)
-
-
Servers carry no more than three plates at a time. Any tables’ greater than
3 guests requires additional servers to deliver all the meals and
accompaniments. Know where the meals are going before you head out
to the table; never “auction off meals”.
Deliver food on the right side of the customer.
Never reach across a guest to place food or drinks in front of another
Offer fresh ground pepper and Parmesan cheese.
Do a quality check after the first couple of bites.
Do a quality check half way through the meal.
All guests are offered new beverages when their drink is 1/3 full. Guests
should never have to pour their own wine. If there is a bottle of wine on the
table you must watch for the opportunities to top up the glasses.
15
SERVICE STEP 7 (CLEAR PLATES)
-
Clear plates from the left side of the customer.
Clear all plates, cutlery, napkins and garbage from the table. Table
maintenance is most important at this point.
Offer dessert to the guests - make your recommendations; remember that
sharing is always an option.
Offer coffee, tea, or specialty coffees.
Use the opportunity to try to up-sell special coffees rather than regular
coffee.
SERVICE STEP 8 (BILLING)
-
Offer to refill the coffees.
Only offer the bill once you have suggested all possibilities to sell. For
example, don’t offer the bill before offering coffees and dessert.
Present the bill in a billfold with mints and sign the bill with your name.
Say thank you to the entire table when you present the bill.
Take payment before the guest leaves the table.
Do not ask the guest if they would like change – always assume that they
do. I will be right back with this for you.
If paying by credit card, say thank you using the guest’s name.
Thank the guests and ask them to return.
A guest is never to be questioned by a server in regards to a tip. Asking is
grounds for dismissal.
Bus and reset the table within two minutes of the guests leaving.
SERVICE STEP 9 (FINAL IMPRESSION)
-
-
The hostess or manager will solicit comments from the guest on their
departure. How was your evening? How was your meal? Did you have
the chance to try any of our handcrafted beers?
The hostess and manager will thank the guest for visiting and say
goodbye.
The hostess should open the door for the guests to leave whenever
possible.
Have a good day/night; we hope to see you again.
5.2 SUPPORT STAFF/HOSTESS DUTIES
-
Monitor the tables constantly. Watch for and remove any soiled glassware
and dishes. Monitor the maintenance of the tables. Always use a tray
when conducting table maintenance. Keep each table clear of debris and
remove any garbage that may collect at the tables.
16
-
Be aware of the expo line and be ready to run any food to the tables.
Constantly be walking through the kitchen and the entire restaurant to
determine what needs to be done and who needs the most help.
-
Offer refills to guest(s) that are already consuming coffee, tea or water. If
a guest that has not been previously consuming these beverages asks
you for one, provide the beverage to them and immediately advise the
table's server of this so that the server is aware that a charge is necessary
on the guest(s) bill.
-
If a guest(s) asks for any other chargeable item during their stay, always
advise the table's server of their needs. Outside of coffee, tea and water,
if a table asks for any other menu item, always take their order and
immediately advise the table's server of the request so that the server can
bring it to the table.
-
As guest(s) are leaving, offer them a send-off. "Thank you. Have a good
night."
-
Remove any soiled dishes or garbage from tables where the guest(s)
have left. With a clean, damp cloth wipe the surface of the table and the
salt and pepper shakers. Reset the table according to prescribed
standards. Ensure that chairs are pushed in, and that the chairs have
been brushed off.
-
Return any high-chairs or booster seats to their designated storage area.
Pick-up or vacuum any garbage on the floor. Always reset booths before
stand alone tables as they are always in high demand.
-
During your shift, monitor the state of the restaurant. As you have time
pick-up any garbage that you may find on the floor.
-
Change garbage cans that are full. Move any soiled plates at bus stations
to the dishwasher or glasses to the bar. Wipe and move used menus from
the server station to the front door.
-
Empty beverage dump station at the bar. Clean soiled ashtrays.
Make coffee. Refill ice containers and sundry items used at the server
station.
-
Always keep in contact with servers and ask if there is anything you may
do for them.
17
-
Carry and use a serving tray at all times. As a rule of thumb never leave a
section empty handed. If you are not serving a guest(s) you should be
assisting someone who is.
-
WALK INTO A SECTION WITH SOMETHING AND WALK OUT OF THE
SECTION WITH SOMETHING IN ORDER TO BE EFFICIENT.
ALWAYS REMAIN BUSY AND NEVER LOOK BORED; ESPECIALLY
WHEN GREETING GUESTS AT THE DOOR. NO LEANING OR
SITTING DOWN AT THE HOSTESS STAND.
-
5.3 TABLE MAINTENANCE
The most important rule to table maintenance is to always remove any items that
a customer is no longer using. Always ask yourself what items you can remove
from the table to create a tidier, pleasurable environment for your guests.
When the guests have finished their meal and are ready to leave, the only items
that you should have to clear from the table are:
- the glasses their drinks were in
- and the coasters that you placed their drinks on.
If you constantly strive to provide excellent table maintenance, your guests may
decide to stay longer and have an extra drink because they are comfortable.
Also, there will be less work involved in cleaning and re-setting the table for new
guests. Table maintenance is incredibly important to the overall service you
provide and will play a large role in the customer’s decision as to what sort of tip
they believe you deserve.
5.4 UP-SELLING / GIFT CARD SALES
Servers and bartenders at Brewsters must be knowledgeable of all Brewsters
products and services. It is important to know what menu items are
complementary to each other and you must always practice effective selling
techniques. The following are some areas where upselling techniques can be
utilized.
a)
b)
c)
d)
e)
f)
g)
h)
i)
Add-Ons for Food Items
Brewsters Size Cocktails and Hiballs
Daily Food and Drink Specials
Feature Food Menus
Feature Wines
Happy Hour Drinks
Appetizers and Desserts
Seasonal or Specialty Brews
Special In-Store Events and Promotions
18
j) Customers who would like recommendations
k) Gift Cards are available all year and can be offered to every guest
- management will load the dollar amount required for the guest
The following are situations in which Brewsters feels that a server or
bartender must ALWAYS attempt an up-sell.
a) French fries – Offer gravy.
b) A steak of any kind – Offer shrimp, scallops, garlic mushrooms or garlic
peppercorn sauce.
c) Nachos – Offer chicken, spicy beef or extra cheese.
d) Any hiball or cocktail – Offer it Brewsters size (an extra ounce of alcohol).
e) Two or more customers order glasses of the same wine – Offer a bottle.
f) Two or more customers order the same Brewsters beer – Offer to bring
them a pitcher of beer instead.
g) Side salad – Ask if they would like a Caesar salad.
h) Coffees – Offer to add a shot of liquor (i.e. Baileys or Kahlua with their
coffee).
i) Salads and Pastas – Add chicken, shrimp, salmon or scallops.
j) Bottled Beer – Offer a pint of Brewsters handcrafted beer instead.
5.5 CUSTOMER COMPLAINTS
To prevent losing unhappy or dissatisfied customers, we must make every effort
to identify and effectively deal with customer concerns. The Brewsters website
has a feedback page for customers to comment on their experiences at
Brewsters. The comments from this page are forwarded to the administration
office; however, most complaints should be dealt with immediately at the store so
that the customer does not have to go to the website to forward a complaint. By
doing frequent quality checks, you can ensure that a customer leaves happy and
that you have given the customer an opportunity to voice any complaints.
If there is a problem with a customer’s food or beverage, you should immediately
find out what the problem is and then ask if they would like something remade or
if they would like to look at a menu to choose something different. The
unsatisfactory food or beverage should be removed and the item should then be
shown to a manager. This guarantees that the manager is aware of all
complaints so that they can go speak with the table to make sure we turn around
the customer’s dissatisfaction. We never want a customer to leave having a bad
experience without having a manger speak with them and solve the problem.
If there is a complaint about the service or food and drinks taking long, you
should never feel worried to tell the manager about the complaint. The manager
and server/bartender must communicate so that both are aware of the problem
and solution. The manager should inform the server/bartender if an item was
removed from the bill or if we bought the customer a dessert or a drink, etc.
19
5.6 RESERVATION POLICY
All locations will have their own policies on taking reservations. All phone calls
requesting reservations should be directed to the manager on duty or supervisor.
5.7 TRANSFERRING TABLES
If a table is transferred to another server, the new server must tip out the
previous server 5.5% of the current bill total. To ensure fairness, this policy must
be followed every time a table is transferred.
If you are done your shift and you have tables still dining, you must never tell
them to clear their bill with you so that you can leave and do your cash-out. You
should go speak with the table and tell them that you are finished your shift and
that you will transfer their bill to their new server. You should also point out who
their new server will be. Only when the customer suggests that they clear the bill
will you be able to print the bill and have them pay. In this case, you still must tell
them who their new server will be and ensure that the new server is aware that
they will need to begin a new tab for the customer.
5.8 KIDS MENU INFORMATION
The kid’s menu is designed for children under the age of 12 only. All items are
priced at $7.99, which includes a beverage, entrée and dessert. The $7.99
charge will be added to the bill when the food item is rang into the positouch
computer. Since the beverage and dessert are included, they will not be charged
for when rang in. If a child would like to order a kid’s dessert or beverage but is
not eating from the children’s menu, these items must be rang in with a separate
button on the positouch and charged for. The child will only have a free
beverage and dessert when they have ordered a food item from the kid’s menu.
Beverage choices are: Soda pop, Shirley temples, Roy Rogers, Iced Tea, Milk or
Chocolate Milk
Dessert choices are: Brownie or a sundae with choice of topping (chocolate,
strawberry or M&M’s)
Since the menu is a coloring sheet, there is also a place on the menu for the
child to put their name down to be drawn for a $20.00 gift certificate to Brewsters.
The menus with a name on them should be given to a manger for the monthly
draw.
20
6. BREWSTERS UNIFORM STANDARDS
As a representative of Brewsters Brewing Company, it is your responsibility to
ensure that you come to work always looking neat and presentable, with
appropriate attire. The impression that we would like to give our clientele is that
Brewsters staff are classy, modern and stylish in appearance.
You must take pride in your appearance and take the time to dress up for work.
Our expectation is that you will put as much effort into dressing up for work as
you would if you were going out for a nice dinner or a special event. Please note
that you will be sent home to change if a manager deems your clothing
unacceptable, so bring a change of clothes if you are unsure if an item is
appropriate.
TATTOOS AND BODY PIERCINGS
-
facial piercings must be approved by management before your shift
traditional ear piercings and a small nose stud will be approved
nose rings, lip piercings and eyebrow piercings are NOT PERMITTED
Tattoos must be discreet and approved by management if not covered by
your clothing
LADIES UNIFORM:
- solid black pants, skirt or dress (no pinstripes, colored piping or logos) – in
the summer Capri pants and longer Bermuda style shorts will be permitted
- solid black shirt (no stripes, colored piping or logos)
- solid black belt (metal must only be on the belt buckle and buckles should
not be large)
- black Brewsters apron (with new Brewsters logo) and Brewsters nametag
(with birthplace)
- black hot cloth, corkscrew, pens and a float
- solid black shoes – no running shoes or open toed shoes (no colored
stripes, soles or patterns)
MENS UNIFORM:
- solid black dress pants (no pinstripes, colored piping or logos ) no shorts
- solid black collared long sleeved dress shirt tucked in (no stripes, colored
piping or logos)
- solid black belt (metal must only be on the belt buckle and buckles should
not be large)
- (servers) black Brewsters apron (with new Brewsters logo) and Brewsters
nametag (with birthplace)
- (bartenders) white 4way apron and Brewsters nametag (with birthplace)
- black hot cloth, corkscrew
- black shoes – no running shoes; open toes (no colored stripes or soles)
21
ACCEPTABLE LADIES SHIRTS:
ACCEPTABLE MENS SHIRTS:
ACCEPTABLE PANTS, SKIRTS AND DRESSES:
IMPORTANT GUIDELINES:
1. Casual t-shirts are not permitted at work unless they are worn underneath
another shirt. T-shirts worn underneath must be black.
2. Black jeans and khaki pants are not permitted; only dress pants and skirts.
3. All clothing must be of a rich black color. Any clothing that is faded in
appearance or unclean looking is unacceptable.
4. Hooded shirts and jackets of any type are not acceptable as work attire.
5. Cardigan sweaters must be fully buttoned. In no circumstance will staff
members be allowed to wear their sweaters ‘undone’ while at work.
6. Skirts and shorts must be no shorter than one to two inches above the
knees. If your skirt or shorts are shorter than your apron, you will be sent
home to change immediately.
7. Long tops must be worn to ensure that the mid-riff area is not exposed.
8. Clothing should always be pressed before your shift and free of rips and
frays.
22
9. Bra straps must not be seen so strapless bras must be worn with tanks.
The following are examples of staff members who have shown excellent
adherence to the Brewsters Uniform Standards.
The following individual has chosen work attire that is both stylish
and tasteful. It is clear that she has made the effort to dress up for
work. Her clothing also appears clean and well pressed.
Her top and skirt are solid black with no stripes, patterns or colored
piping. Furthermore, her clothing does not feature any logos and
is not faded or frayed.
She has chosen to wear a spaghetti strap top but has made sure
to wear a strapless bra so that she does not have visible bra
straps. Her skirt is an appropriate length and her top fits so that
her
mid-riff is not exposed.
She is also wearing appropriate footwear; her shoes are not open
toe and they are flat so that they will be comfortable. Additionally,
she has chosen to add jewelry to her outfit that is not too large or
offensive.
A Brewsters apron, nametag and hot cloth will complete her
uniform.
The following individual has chosen professional attire for
work and is presenting a clean cut and well-groomed
appearance. His clothing appears clean and well pressed.
Both his dress shirt and pants are a deep black color and his
shirt does not include any distracting logos. He is also not
wearing a colored or white t-shirt underneath his dress shirt.
He has taken the time to tuck-in his shirt to create a more
polished appearance. Furthermore, he has buttoned his shirt
up appropriately so as to not expose too much of his chest.
His clothing appears to fit well and is not too tight or too loose
fitting. Therefore, his dress does not appear sloppy by any
means.
He has chosen completely black dress shoes to complete his
look, rather than a pair of black running shoes with white
soles or patterns.
A Brewsters apron, nametag and hot cloth will complete his
uniform.
23
7. WEEKLY FOOD AND DRINK SPECIALS
MONDAY
$10.99 STERLING SILVER STEAK SANDWICH
- A 6oz Sterling Silver Sirloin charbroiled to perfection and served with your choice of
French fries, house salad or soup of the day
- AVAILABLE ALL DAY
$7.99 Big Brewskis
- Choose any one of Brewsters fine handcrafted brews served in a massive 32 ounce
schooner.
- AVAILABLE ALL DAY
TUESDAY
$.20
$5.25
-
Wings
Your choice of hot, honey garlic, salt & pepper, sweet chili or Bow Valley BBQ. Minimum
of ten per flavour with purchase of a beverage.
AVAILABLE 4PM TO CLOSE
Pints of River City Raspberry Ale
One of our best selling premium brews, River City Raspberry Ale.
AVAILABLE ALL DAY
WEDNESDAY
$5.25
-
Pints of Rig Pig Pale Ale
A Brewsters classic. Hoppy with a crisp, dry finish.
AVAILABLE ALL DAY
Brewsters Wine Night - $1.50 off (Available all day on regular priced wines by the
glass)
$10.99 Original Brewsters Burger (Available all day served with your choice of French fries,
house salad or soup of the day)
THURSDAY
$16.99 Sterling Silver Sirloin
- An eight ounce Sterling Silver sirloin charbroiled to perfection. Served with basil red skin
& sweet potato mash and seasonal vegetables.
- AVAILABLE 4PM TO CLOSE
$14.95 Pitchers
- Choose any one of Brewsters fine handcrafted brews served in a 60 ounce pitcher.
- AVAILABLE ALL DAY
$5.25 Dream Sodas (Smirnoff Vanilla Vodka and ginger ale. Available all day)
$8.99 1 Piece Fish & Chips (served with fries, Add a second piece for $3.00 Available all day)
FRIDAY
$5.25
$5.25
Pints of Farmer’s Tan White Ale
Unfiltered and cloudy. Slightly citrusy with malty sweetness and a clean finish.
AVAILABLE ALL DAY
Tequila Rebels (Jose Cuervo with pineapple juice, orange juice and blue Curacao,
Available all day)
SATURDAY
-
Breakfast
AVAILABLE until 2pm
24
$5.25
$5.25
Pints of Hammerhead Red Ale
Malty with roasted undertones and a sweet finish.
AVAILABLE ALL DAY
Caesars (Available al Day)
SUNDAY
$10.99
$5.25
$5.25
Breakfast
AVAILABLE until 2pm
Pizzas & Flatbreads
Your choice of any of the Brewsters pizzas or flatbreads.
AVAILABLE 4 - CLOSE
Pints of Brewsters Beer
All Brewsters pints on special, all day long.
Caesars (Available all day)
8. WINE Information
8.1 PREMIUM REDS
Premium wines are available by the glass, or the bottle.
Red 6 ounce
SNAP DRAGON CABERNET SAUVIGNON, USA $6.95 / $25.95
WALNUT CREST CABERNET SAUVIGNON, CHL $7.95 / $29.99
DANCING BULL ZINFANDEL, USA $7.95 / $27.99
NAVARRO MALBEC, ARG, $8.95 / $33.95
DYNAMITE MERLOT, USA $8.95 / $33.95
CASTLE ROCK PINOT NOIR, USA $8.95 / $33.95
STERLING VINTNER’S MERLOT, USA $8.95 / $33.95
MCWILLIAM’S ESTATE SHIRAZ, AUS $8.95 / $33.95
SANDHILL CABERNET MERLOT, CAN $8.95 / $33.95
DAVINCI CHIANTI, ITA $9.95 / $37.95
KATNOOK CABERNET SHIRAZ, AUS $9.95 / $37.95
GHOST PINES CABERNET SAUVIGNON, USA $10.95 / $40.95
FIREBLOCK OLD WINE GRENACHE, AUS $11.95 / $45.95
WHITE 6 OUNCE
SNAP DRAGON CHARDONNAY, USA $6.95 / $25.95
E&J WHITE ZINFANDEL, USA $6.95 / $25.95
WALNUT CREST CHARDONNAY, CHL $7.95 / $29.95
DANCING BULL SAUVIGNON BLANC, USA $7.95 / $29.95
MIRASSOU PINOT GRIGIO, USA $7.95 / $29.95
DYNAMITE SAUVIGNON BLANC, USA $8.95 / $33.95
CASTLE ROCK SAUVIGNON BLANC, USA $8.95 / $33.95
STERLING VINTNER’S CHARDONNAY, USA $8.95 / $33.95
MCWILLIAM’S ESTATE CHARDONNAY, AUS $8.95 / $33.95
25
SANDHILL PINOT GRIS, CAN $8.95 / $33.95
EVOLUTION, USA $9.95 / $37.95
J.LOHR RIVERSTONE CHARDONNAY, USA $11.95 / $45.95
8.3 SOME WINE DEFINITIONS
Tannin – A complex natural substance in wine obtained from grape skins, pips
and stalks and oak casks. Tannins impart an astringent mouth-puckering
dryness.
Bouquet - A term used to describe the smell of the wine as it matures in the
bottle.
Nose – Refers to the particular smell of the grape variety (i.e., "apple," "raisin",
“fresh" or "tired”)
Palate – The feel and taste of wine in the mouth.
Body – The extract of fruit and alcoholic strength that give the impression of
weight in the mouth; commonly expressed as full-bodied, medium-bodied or lightbodied.
Acidity – Natural tartness in grapes, an essential ingredient in wine that
preserves it, shapes its flavor, and helps prolong its aftertaste.
Corked – Wine with an off-putting, musty flavor and aroma caused by a tainted
cork.
Alcoholic – A term used to describe a wine’s hot, burning taste accompanied by
a sharp, biting sensation in the mouth.
Oaky; Oakiness – A wine tasting term describing a toasty, vanilla flavour and
fragrance in wines that have been aged in new oak barrels.
Vintage – Term that describes both the year of the actual grape harvest and the
wine made from those grapes.
8.4 STEPS FOR OPENING A BOTTLE OF WINE
Step 1: Present the bottle to the customer by slanting the bottle so that the
customer can read the label clearly. Repeat the name, vintage, and varietal back
to the guest. This ensures that the proper wine has been brought to the table
before it is opened.
Step 2: Hold the bottle around the neck, facing the label towards the customer.
Use the knife of your corkscrew to cut the capsule on the top of the bottle,
making a complete cut around the lip of the bottle. Pull the capsule away (it
should look like a coin when cut properly).
26
Step 3: Place the tip of the corkscrew horizontally on the top of the cork and
press down to center the corkscrew so that it will penetrate the center of the cork
rather than going off to the side. Screw the corkscrew until the end of the screw
is just visible. You do not want the corkscrew to break through the bottom of the
cork, but you also do not want to break the cork in half by not putting the
corkscrew in deep enough.
Step 4: Place the lift of the corkscrew over the edge of the bottle and hold the
bottle by the neck. Slowly pull the cork up out of the neck of the bottle. Once the
cork is 75% out of the bottle, pry the cork slowly from side to side until the cork
slides out.
Step 5: Place the cork in front of the person who ordered the bottle of wine and
pour a small taster for the person who ordered. This person should approve the
wine before you proceed to pour wine for anyone else at the table. Pour
approximately 5 ounces into the glasses of each other person at the table who
would like wine and finish by filling the glass of the person who ordered the wine.
Step 6: Refill the wine glasses for each customer at the table as you notice that
their wine is getting low.
8.5 WINE POUR STANDARD
Our policy is that the bartender will pour six (6) ounces of wine into a small
carafe; approximately to the bottom of the curve of the neck of the carafe. This is
done for both the presentation and inventory purposes. The server will then pour
all of the wine into a wine glass in front of the customer while at the table. The
carafe should then be taken away from the table.
9.0 POSITOUCH TRAINING
9.1 TRAINING CHECKLIST
1. Time clock functions
a) Punch in
b) Punch out
c) Time card
d) Print Schedule
e) Enforced Schedule
f)
27
2. Ring in an order
a) Open a table
b) Number of people (review seat numbers and why we use them)
c) Ring in beverages on proper seat numbers
d) View/Edit - Send order
e) Ring in appetizers on proper seat numbers
f) Review modifier screen
g) Main Courses (explain “All Items”) use proper seat numbers
h) View/Edit - Send order
i) Second round of beverages
j) Dessert
k) View/Edit - Print Check
3. Ring in large party (8 or more food items)
a) No more than 8 items per bill to the kitchen
b) Side Order Screen – More To Come
c) Side Order Screen- End of Items
4. Re-opening a table
a) Explain check numbers (table # no longer works)
b) Ring in more items and send
c) View/Edit - Re-print check
5.
Taking Payment
a) Show take payment screen
b) Explain check number system
c) Payment types
•
Cash
•
Credit Card Swipe
•
Credit Card Manual
•
Interact
•
Gift Certificates
•
Gift Card Swipe
d)
e)
f)
g)
h)
Closing credit cards
Use of the interact machine
Gift Certificate policies (no cash back on promos, check stamp)
Multi-payment types (2 cards, card & cash, etc.)
Gift Cards maybe retained by the guest if card still retains a
balance
28
6.
Separating Checks
a) Separate seats
b) Splitting off (printing one bill)
b) Printing all bills
7. Manager Screen Functions
a) Display open tables
b) Transfer a check
•
Change table number
•
Change server
•
Combine checks
•
Multi-check transfer (do not use)
8. Adjustments (can be done by a MOD only)
a) Types of adjustments and how to get them
b) Only one adjustment per check
c) If more items are added then must re-adjust
d) Cannot combine with another check
e) When it is closed it will print a back up bill that
must be signed by a MOD and included in cash
out
9. Cash out procedure
a) Check for open/unpaid checks
b) Category sales of this shift
•
Match credit card totals
•
Match adjustment totals
•
Note tip out info
•
Match interact total
•
Clear totals (Yes)
29
10.0 BREW SCHOOL
Welcome to Brewsters Brewing Company and Restaurant; Alberta's first full
mash brewpub with twelve locations throughout Western Canada. Although the
brewpub concept is recognized in Europe and many areas in the U.S., the
concept is relatively new to Canada.
This "Brew School" package is offered as an informative program aimed at
educating the staff on the process of our breweries. Included you will find
information about the history of our company; information about our breweries
and how they operate, and finally, information about each of the beers we offer.
What is a "brew pub"? Simply put, a brewpub is a small-scale brewery committed
to brewing high quality handcrafted beer on premise within a licensed pub and
restaurant. Brewsters Brewing Company and Restaurant was established in
1989 in Regina, Saskatchewan and currently has twelve locations throughout
Alberta and Saskatchewan. At any given time, we are equipped to feature twelve
premium beers selected from our recipe book of ales, lagers, and seasonal
beers. In fact, Brewsters has the widest selection and highest production of all
brew pub operations in Canada.
The prime objective of Brewsters Brewing Company is to provide a genuine
alternative for beer lovers who want to sample different styles of beer from
around the world. Each Brewsters operation has a skilled resident brewer who is
in control of all brewing operations and developments. Our breweries contain
highly sophisticated brewing equipment, which include a mashtun, a brewing
kettle, fermentation, maturation and dispense vessels; a plate and frame filter
apparatus; as well as kegging and bottling equipment.
We hope that you will find this package both informative and interesting. If you
have any questions please do not hesitate to ask any of our Brewing staff.
Tours are available to both staff and customers at anytime.
10.1 THE BREWING PROCESS
The brewing process can be divided into several parts.
First, a sweet liquid is prepared from malted barley. This liquid is then boiled with
hops for bitterness and aroma. Finally, yeast is added to cause fermentation: the
process in which yeast consumes the sugars and produces carbon dioxide and
alcohol as by-products - the result is beer. It is fairly simple - people have been
doing it in one form or another for the last few thousand years.
30
Beer is the most ancient drink and it has had a varied history. The first mention of
beer was made 5,000 years ago by the Sumerians, who lived between the Tigris
and the Euphrates in the area now known as Iraq. The Sumerians invented
writing, and among the records found on clay tablets were brewing recipes.
Ancient Brewing Recipe








Grind up grain and or wheat
Add water
Make a round dough paddy
Put in clay pot
Let pot sit for many days – wild yeast must fly in pot to start fermentation
(stinky)
After many days add Dates or Honey to flavor
Go to pond and pick a reed
Put reed in pot and suck – reed keeps chunks from ending up in your
mouth
This recipe is very basic but it works. Today’s brewing is much more complex
and in-depth in the control of the finished product.
Through history, beer has been used by preachers as religious symbols, by
doctors as a medicinal treatment and of course as a relaxation agent after a hard
day’s work. Throughout the ages beer has been promoted as a health drink and
reviled as the draught of the devil.
Some early Brewers’ belief was that the beer they brewed was a gift from the
Gods. What do you think?
The following is a brief summary of the brewing process here at
Brewsters.
Malting: The first step in the process is called malting. The malting process
consists of sprouting raw barley, and then kilning it slightly to dry it out. This does
two things:
1. it softens the hard starches inside the grain, making them soluble
2. It causes enzymes to be produced inside the kernels (this will be important
in the next step).
Mashing: Mashing is the process of extracting sugars and nutrients from malted
barley.
Our brew day begins by measuring out the malted barley (about 215 Kilograms
per brew), and milling it to expose the starchy material inside the husk. The
cracked grain is then mixed with hot water in the "Mash tun."
31
The resulting thick slurry of grain and water, called the "mash", is held at about
67 degrees Celsius of one hour. The starches in the grain dissolve and the
enzymes in the malt begin breaking down the long starch molecules into a variety
of smaller sugar molecules called dextrins. A portion of these dextrins is further
broken down into even simpler sugar molecules, such as maltose. Within an
hour, all the starch molecules have been broken down and the mash is sweet.
32
Yeast has a very limited diet--in this mixture, only the simple sugars can be
fermented. The dextrins will be left behind, contributing to the body and flavor of
the beer. The ratio of these unfermentable dextrins to fermentable sugars is thus
important in determining the character of the finished beer. The temperature of
the mash determines this ratio: Higher temperatures yield a greater portion of
dextrins, leading to a fuller bodied and sweeter beer. Lower mash temperatures
favor the production of simple sugars, leading to drier, more refreshing beers.
Our Palliser Pale Ale and Bow Valley Brown Ale are mashed several degrees
warmer than the TGIL, partially accounting for their fuller, sweeter palate.
Sparging/Lautering: The next step is rinsing the sweet liquid out of the grains
with hot water "sparging", while draining the liquid out through the strainer plate
on the bottom of the mash tun. The liquid, now called "wort" (pronounced wert),
is pumped into the brew kettle.
33
After all the wort is collected into the kettle, the mashtun is drained of liquid.
A farmer is called to take away all the “spent grains” and uses it to feed his cattle
and pigs.
Hops: Provide bitterness to counteract the sweetness of malt, thus making the
beverage more palatable. Hops also contribute appealing flavor and aromas to
beer. They provide some antibacterial properties, which aid in the preservation of
beer.
Hops are the green leafy cone like flowers on a vine, that resemble pine cones,
which grows on wire trellises reaching 18 feet into he air. They grow primarily in
Washington, Oregon, and Idaho. They are harvested in August and September;
dried, baled and sold to hop brokers.
34
Boiling: Once in the brew kettle, we use a heat transfer process, steam, to bring
the wort to a vigorous boil for about 80 minutes. At several specified times during
the boil hops are added. The boil does several things;
1. it reduces the volume of wort to the correct amount
2. it precipitates unwanted proteins and tannins
3. it sterilizes the wort,
4. it extracts the bitter acids from the hops.
5. it darkens the wort color
The time at which hops are added to the boil is important. Hops added early in
the boil contribute to the bitter flavor, but the delicate aromas are driven off with
the steam. Conversely, hops added late in the boil; contribute less to the
bitterness, but the aromas are retained. At Brewsters we add a variety of hops at
different times during the boil--some early, some late. Occasionally we add hops
directly to the fermenter as well, resulting in a particularly subtle and delicate
aroma.
35
Fermentation: After boiling the wort is cooled to about 24-26 degrees Celsius by
pumping it through a wort chiller and into a temperature controlled fermentation
tank. Yeast is then pitched into the tank and fermentation begins. At this stage it
is know called green beer. The yeast will eat the simple sugars; which were
produced, in the mashing of the malt, and excrete alcohol and carbon dioxide as
a byproduct.
Oxygen being injected into the wort stream to speed up yeast metabolism.
Wort and yeast being sent into the fermenter for fermentation.
The entire fermentation process takes about 3-7 days. During this time the
fermentation tank is kept at a temperature of 12-19 degrees Celsius and specific
gravities are taken to measure the amount of sugar left in the brew; this will give
us an idea of the alcohol content of the brew.
36
When the desired sugar concentration is reached the temperature in the tank is
lowered to 4-6 degrees Celsius to stop the fermentation process. After
fermentation is complete the beer is transferred to a maturation tank for
condition, 2-4 weeks at a temperature of 0 Celsius.
Maturation: (Conditioning) once the beer has been transferred into a maturation
tank the temperature is held constant at slightly over 0 degrees Celsius for 630days. During this time three things happen:
1. the beer is aloud to stabilize in flavor
2. the protein stabilize so a clear beer is produced
3. many of the fine particles of yeast settle out of the beer.
Beer being sent from fermentation vessel to maturation vessel.
Filtering: The final stage before carbonation is a filtering process. All our beers
are filtered using a plate and frame filter. We pass the beer through polishing
filter pads to remove any remaining particles producing a clear and satisfying
beer while retaining full body and flavor in the beers.
37
Carbonation: During the filtering process the beer is transferred from the
maturation tank to a dispensing tank. After the filter the beer is then pumped
through a carbonation stone and carbon dioxide is injected into the beer. The
beer is then allowed to settle for several hours to avoid unnecessary foaming.
Finally it is ready to be served. From the tank the beer is pumped directly to the
taps at the bar. The beers at Brewsters are always fresh and free of additives
and preservatives.
CO2 gas injection
38
10.2 BEER FAQ
Q: How is beer made?
A: All alcoholic beverages start with the addition of yeast to sugar laden liquid.
The yeast consumes the sugar and produces Carbon Dioxide and Alcohol
(ethanol) as by-products. This process is called fermentation. The source of
sugar determines what the beverage will be. For example, if the sugar comes
from fruit juice, the result is called wine. Grains can also be a source of sugar:
buy steeping crushed malt barley in hot water, a natural conversion takes place
which turns starches in the grain into fermentable sugars. If the resulting sweet
liquid is separated from all grain, boiled with hops to provide the characteristic
aroma and bitter flavor and fermented, the result is beer.
Q: How much beer is made in each batch?
A: Each batch is about 6 hectoliters or 600 litres (most importantly - 1500 mugs)
We currently produce approximately 800 hectoliters per year or 80,000. liters per
year. (200,000 mugs)
Q: What is the difference between an ale and a lager?
A: Beers fall into two broad categories depending on which if two species of
yeast is used.
 Ales are made from "top-fermenting" yeast that prefer relatively warm
fermentation temperatures.
 Lagers are made with "bottom-fermenting" yeast that prefer cooler, longer
fermentation and are typically cold conditioned "lagered" for about a
month before serving.
 All other things being equal, ales tend to be fruitier than lagers and are
usually served warmer with lower carbonation levels.
Q: How long does it take to make a beer?
A: The length of the process varies form brewery to brewery and from beer to
beer. At Brewsters the entire process takes about two to four weeks. It takes a
full day to brew the beer, followed by two to three weeks of fermentation and
conditioning. The beer is then filtered and transferred to a dispense tank and
carbonated, at this time it is ready to be piped directly to the bar.
Q: What are the ingredients in beer?
A: Our beers contain only malted barley or wheat, hops, yeast and pure filtered
water, no preservatives or additives are added. We also use some specialty
grains ranging from lightly roasted to black malts. Our malts come from Canada
Malting and Westcan Malting. Our hops come from the Pacific Northwest in
America and from various regions of Europe.
39
Q: How strong are Brewsters Beers?
A: The alcoholic strength of our beers range from 4.7% for Lanigans Irish Ale to
9.9% for Blue Monk Barley Wine. Most other beers are 5%. In general, the
strength depends on how much fermentable sugar there is initially and how much
of the available sugar is actually fermented by the yeast. The initial amount of
fermentable sugar depends on the amount of grain used and the portions of this
sugar consumed in fermentation depends primarily on the temperature and
duration of fermentation as well as the type of yeast used.
Q: What's the proper temperature for beers to be served at?
A: Typically Ales are served at 10-13 degrees Celsius and Lagers are served at
7-10 degrees Celsius. Here at Brewsters all beers are served the Canadian wayCold- 4 Celsius .All Brewsters beer are served in cold pint glasses, except for
 Shaughnessy Stout
 Bow Valley Brown Ale
 Palliser Pale Ale – Rig Pig
 Big Horn Bitter
 Lanigan's
 Monk
which are all served in warm pint glasses.
Q: How long will Brewster's beers last?
A: Brewster's beers are unpasteurized (they are fresh and alive), and with proper
care the beer should last up to 90 days. Proper care being that the beer is kept
refrigerated, out of direct light, not shaken up, and keeping air out of the beer.
Most beers, unlike wines do not age well. The Barley wine is the exception to this
fact because of the high alcohol content this Beer will survive 2 –3 years.
Q: How many bottles or pints are in our kegs?
A:
OFFSALES
500ml Bottle
10 L Keg
20 L Keg
30 L Keg
50 L Keg
58 L Keg
10% discount when you
purchase six 500 ml bottles.
Prices do not include G.S.T. or
$100.00 keg deposit. All kegs
require 48 hours notice.
40
BREWSTERS KEG COMPARISONS
Keg Size
Standard Bottles
12 Packs
24 Packs
20 Ounce Pints
10 L
20 L
29
57
2.41
4.75
1.2
2.38
17.5
34
30 L
88
7.33
3.66
53
50 L
147
12.25
6.13
87
58 L
172
14.33
7.16
103
10.3 ABOUT BEER TASTING (From www. Unibroue.com)
Sweet, bitter and acidic are flavours that are commonly found in the taste of beer.
The sweetness comes from the malt; the bitterness comes from the hops and the
acidity from the fermentation process or the grains used.
The tongue is capable of differentiating four kinds of basic flavours: sweet, bitter,
acidic and salty. The taste buds on the top of the tongue taste the sweetness,
the front two sides of the tongue detect the salty flavour, the back of the two
sides of the tongue detect the acidity and the back of the middle tongue is
sensitive to bitterness.
While all human beings naturally like sweet flavours, bitterness is a taste that is
admittedly acquired. People have a tendency to reject this flavour if they are not
accustomed to it. In this sense, it is important to educate our senses in order to
appreciate bitter beers, where the flavour comes mostly from the addition of hop
(For example, pale ales, bitters and brown ales).
Acidic beers are from a medieval origin. The taste of
acidity is also acquired but is easier to appreciate than
bitterness. Wine like beers are beers that Monks
produced only for special occasions. They are usually
very sweet and strong (Hence… Blue Monk Barley
Wine).
41
10.4 BREWSTERS BEER DESCRIPTIONS
ALES
Wild West Wheat Beer (American Wheat Ale)
Brewed with 30% wheat malt. Has a smooth medium bodied wheat taste.
Straw (hay) coloured.
Lightly hopped with Cascade and Willamette hops.
This refreshing beer is highly carbonated.
5% alcohol.
Comparable to Big Rock Grasshopper.
Served in a cold, frosted mug with a lemon wedge (180z.).
River City Raspberry (Fruit Wheat Ale)
Medium bodied, predominant raspberry taste throughout.
Light pink shade.
A sweet aroma of raspberry.
Lightly hopped with Willamette and Perle hops.
5% alcohol.
Comparable to Alley Cat’s raspberry or Wild Rose Wraspberry.
Served in a cold, frosted “Cooler” glass with a fresh or frozen raspberry (18oz.)
Blackfoot Blueberry Wheat Ale (Fruit Wheat Ale)
Medium bodied, predominant blueberry taste throughout.
Straw colored.
A sweet aroma of blueberry.
Lightly hopped with Willamette and Perle hops.
5% alcohol.
Served in a cold, frosted “Cooler” glass with a fresh or frozen blueberry (18oz.)
Farmer’s Tan White Ale
Medium bodied. Unfiltered gold with orange hues.
Slight citrus, malty sweetness, clean finish.
5% Alcohol
Comparable to Rickard’s White, Keith’s White
Rig Pig Pale Ale – Formerly Palliser Pale Ale (American Pale Ale)
English style medium bodied ale. Golden color.
An assertive hoppy aroma from the Cascade hops used.
5% alcohol.
Comparable to Big Rock Pale Ale, Alexander Keith’s and Okanogan Springs Pale
Ale. Served in a room temperature sleeve (18oz.)
42
Hammerhead Red Ale (American Brown Ale)
A flavorful full bodied mild ale.
Reddish- brown in colour.
Has a caramel malty sweetness and hints of chocolate.
Lightly hopped with Willamette, Cascade and Saaz hops.
5% alcohol.
Comparable to Big Rock Traditional and Rickard's Red.
Served in a cold, frosted mug (18oz).
Lanigan’s Irish Ale
A smooth mild fruity flavored ale.
Amber color.
Caramel malt flavors.
Clean hop finish from the Northern Brewer and Kent hops.
4.5% alcohol.
Comparable to Caffery’s Irish ale.
Served in a room temperature sleeve (18oz.)
Bow Valley Brown Ale (English Brown Ale)
A classic full body British style ale.
Dark brown in colour.
Five types of malt combine together to develop a sweet, chocolate, smoky
nut-like flavor.
Medium hopped with Chinook, Perle and Cascade hops.
5% alcohol.
Comparable to Double Diamond, Big Rock Traditional or New Castle Brown Ale.
Served in a room temperature sleeve (18oz.)
Shaughnessy Stout (Irish Style Stout)
Full-bodied English ale.
Opaque black in colour.
Roasted and caramel flavours.
Dry finish and medium hopped using Chinook, Northern Brewer and Willamette
hops.
5% alcohol.
Comparable to Guinness.
Served in a room temperature “Crown Viking” glass (18oz.).
43
LAGERS
Original Lager (American Premium)
A Medium bodied North American style lager.
Straw colour.
Brewed with 100% pale malt gives this beer a distinctive maltiness flavour.
The mild hop character comes from the Perle and Cascade hops used.
5% alcohol.
Comparable to Canadian and Labatt’s.
Served in a cold, frosty mug (18oz.).
Flying Frog Lager (American Dark)
Medium bodied, highly carbonated lager; a good beer for the uninitiated.
A golden to copper colour.
Lightly hopped with Hallertuaer, Perle, Cascade and Saaz hops.
5% alcohol.
Comparable to Kokanee Gold and Big Rock Warthog.
Served in a cold, frosty mug (18oz.).
Czech Pilsner (Premium Lager)
A light golden lager with pronounced maltiness, assertive bitterness and intense
saaz hop aroma.
5% alcohol
Served in a room temperature sleeve (18oz.)
Gunther’s Hefeweizen
This beer uses 60% wheat malt and is fermented with a special yeast originating
in the Weihenstephan brewery of Munich. A Flavor and aroma of cloves and
bananas, unfiltered, cloudy and retaining a healthy amount of yeast (hefe in
German).
5% alcohol
Served in a room temperature sleeve (18oz.)
Blue Monk Barley Wine
Full body (mouth feel).
Amber coloured.
Malty sweetness, alcohol taste.
Light hopped with Northern Brewer, Chinook, Willamette, and Perle hops.
9.8% alcohol.
Comparable to Alley Cat’s Barley Wine.
44
Served from October to March.
Served in a room temperature “Cooler” glass (18oz.).
Served only by the pint or half pint due to its high alcohol content. No pitchers or
schooners.
Signature Blends
Wildhead
A unique combination of wild west wheat ale and hammerhead red ale
Black and Tan
It’s by no means a traditional style of beer, but rather brewers capitalizing on the
concept practiced where the beers are physically layered. A unique combination
of Brewsters Rig Pig pale ale and Shaughnessy stout.
SEASONAL BEER INFORMATION
Various seasonal specialty beers will be made available throughout the year.
Bock
Maibock
Kolsch
India Pale Ale
Wit
Coconut Porter
Oktoberfest
Bock: A bottom fermenting lager that generally takes extra months of
cold storage to smooth out such a strong brew. Bock beer in general
is stronger than your typical lager, more of a robust malt character
with a dark amber to brown hue.
Maibock: The Maibock style of beer tends to be lighter in color than
other Bock beers and often has a significant hop character with a
noticeable alcohol volume. Maibocks are customarily served in the
spring and are oftentimes interrelated with spring festivals and
celebrations more often in the month of May.
45
Kolsch: Originally from Cologne Germany, this top fermenting lager
is light to medium in body with a very pale color; hop bitterness is
medium to slightly assertive. It is less bitter than the standard
German lager.
India Pale Ale: Originally from England and one of the first beers
made exclusively with pale malt. It is light amber to copper in color,
medium to medium-high alcohol by volume, hoppy, bitter, and
sometimes malty
Wit: A Belgian Style ale that’s very pale and cloudy in appearance
due to it being unfiltered and the high level of wheat that’s used in the
mash. The crispness and slight twang comes from the wheat and the
higher level of carbonation.
Coconut Porter: Originally from the United Kingdom, this top
fermenting beer is generally brewed with dark malts to provide a rich
dark-color style of beer. Coconut meat is added during the aging
process which adds a light but unique taste.
Oktoberfest: Originally from Munich, this Marzen style beer was
brewed to be enjoyed at Oktoberfest. Dark copper in color with a
medium to high alcohol content, this beer is typically brewed with a
mild hop profile
46
APPENDIX A – DRINK CRIB SHEETS
Classic Cocktails (All cocktails served in a 12 oz sleeve)
Caesar
1 oz gun vodka
Clamato juice
4 dashes Worcestershire sauce
1 dash Tabasco
Pepper
Garnish with fresh celery, and lime
wedge
Screwdriver
1 oz gun vodka
Tropicana orange juice
Paralyzer
1 oz Black Russian Mix
(Vodka & Kahlua)
4 oz coke
2 oz Milk
Long Island Iced Tea
1 oz Long Island Mix
4 oz coke
2 oz lime juice
Garnish with fresh lemon
Daiquiris
1 oz White Rum
Strawberry/Raspberry/Peach/Lime
Neutral slush
Fill glass three quarters full with neutral
slush. Add rum. Add one shot of lanikai
fruit mix. Mix with thick 8-inch straw.
Garnish with fresh lime.
Bellini
add ½ oz house red wine to sleeve. Top
with frozen Bellini.
Greyhound
1oz Smirnoff
Topped with grapefruit juice
47
Signature Cocktails
Bay Breeze
1oz Parrot Bay coconut rum
Topped with cranberry juice & pineapple
juice
Beach Bum
¾ oz Smirnoff Raspberry Twist
1/4oz melon liqueur
Topped with cranberry & pineapple juice
Blueberry Bellini
1oz Smirnoff Twist of Blueberry
1oz Oasis blueberry pomegranate juice
Topped with our Bellini mix
Served in a cocktail glass
Captain’s Sunset
1oz Captain Morgan’s spiced rum
Topped with orange & cranberry juice
Classic Margarita
¾ oz Jose Cuervo Especial
¼ oz Triple sec
2 oz Oasis lime Margarita mix
Rim martini glass with salt
Shake, served on the rocks
Creamsicle
¾ oz Smirnoff Twist of Vanilla
¼ oz Triple sec
Fill with Tropicana orange juice
Top with milk
Dream Soda
1oz Smirnoff Vanilla Twist
Topped with ginger ale
Tequila Rebel
1oz Jose Cuervo
Topped with pineapple juice, orange
juice & strawberry flavors
Tropical Cooler
½ oz Peach Schnapps
¼oz Smirnoff Twist of Raspberry
¼ oz Smirnoff Twist of Blueberry
Top with orange, cranberry, and
pineapple juice.
48
Martinis (All Martinis served in a chilled martini glass)
Blueberry Cosmo
1½ oz Smirnoff Twist of Blueberry
½ oz Triple Sec
2oz White cranberry juice
Splash of lime juice
Shake over ice, strain, garnish with two
blueberries’.
Classic gin
2oz Tanqueray gin
1 dash dry vermouth
Shake gently over ice so that gin is not
bruised. Strain. Spear three olives and
float in glass.
Classic vodka
2oz Smirnoff Vodka
1 dash of dry vermouth
Shake over ice. Strain. Garnish with
large lemon twist.
Glamour Girl
2oz Pink sparkling wine
1oz Peach schnapps
2oz Cranberry juice
Shake gently over ice, strain.
Purple Kryptonite
1½ oz Smirnoff Twist of White Grape
½ oz Blue Curacao
3oz Oasis blueberry pomegranate juice
Shake vigorously, strain.
Hawaiian Chambord Royale
1 ½ oz Smirnoff Vodka
½ oz Chambord Liquor
2 oz Cranberry Juice
2 oz Pineapple Juice
Shake vigorously. Garnish with three
frozen raspberries
Cosmopolitan
1 ½ oz Smirnoff Vodka
½ oz Triple Sec
1 oz Lime Juice
2 oz Cranberry Juice
Shake over ice. Strain. Garnish with
large lemon twist.
49
Caramel Apple
1oz Smirnoff Apple Twist
½ oz Apple Liqueur
½ oz Butter Ripple Schnapps
Raspberry Truffle
1oz Bailey’s Irish Cream
1oz Smirnoff Twist of Raspberry
Shake vigorously, strain.
Twirl chocolate sauce inside martini
glass before you strain the drink.
Surfer
1oz Smirnoff
½ oz Amaretto
½ oz Parrot Bay Coconut Rum
1oz Pineapple Juice
1oz Cranberry Juice
Vertigo
1½ oz Hypnotic
½ Blue Curacao
2oz Pink sparkling wine
Splash of ginger ale
Shake gently over ice, strain.
50
Special Coffees
Brewsters Coffee -
½ oz Bailey’s
½ oz Frangelico
Coffee
Whipped Cream
Garnish with maraschino cherry
Monte Cristo -
½ oz Grand Marnier
½ oz Kahlua
Coffee
Whipped Cream
Garnish with maraschino cherry
Spanish -
½ oz E & J Brandy
½ oz Kahlua
Coffee
Whipped Cream
Garnish with maraschino cherry
B52 -
1/3 oz Bailey’s
1/3 oz Kahlua
1/3 oz Grand Marnier
Coffee
Whipped Cream
Garnish with maraschino cherry
Blueberry Tea -
½ oz Amaretto
½ oz Grand Marnier
Tea
Garnish with orange slice
Café Caramelo -
1 oz Crème Caramel Baileys
Coffee
Whipped Cream
Garnish with maraschino cherry
Café Choco Mint -
1oz Mint Chocolate Baileys
Coffee
Whipped Cream
Garnish with maraschino cherry
51