Great Wolf Lodge Barbacking Training
Manual 2013
Figure 1 http://www.absherco.com/wp-content/gallery/great-wolf-lodge/great_wolf_lodge6.jpg
Table of Contents
iii
Table of Contents
Introduction to Barbacking ............................................................................................................. v
Dress code ....................................................................................................................................... 3
Barbacking Attire ........................................................................................................................ 3
Operating the Cash Register ........................................................................................................... 7
Cash Register and Basic Drink Buttons ...................................................................................... 7
Wrist Band/Room Charges ......................................................................................................... 8
Steps in processing room charges with activated wrist bands. ............................................... 8
Steps in processing room charges, with non-activated wrist bands ........................................ 8
Credit Charges ............................................................................................................................ 9
Steps in processing credit, debit, and gift cards for customer orders. .................................... 9
Cash Sales ................................................................................................................................... 9
Steps in processing cash sales. ................................................................................................ 9
Stocking the Bar and Handling Drinks ......................................................................................... 13
Liquor Requisition List ............................................................................................................. 13
Stocking Shelves ....................................................................................................................... 14
Spill Sheet ................................................................................................................................. 15
Grizzly Rob’s Bar Spill Sheet ............................................................................................... 15
Cleaning the Bar ........................................................................................................................... 19
Cleaning Supplies and Light cleaning instructions ................................................................... 19
Weekly Cleaning Duties ........................................................................................................... 19
Weekly Deep Cleaning Schedule.......................................................................................... 19
Monthly Cleaning Duties .......................................................................................................... 20
Monthly Deep Cleaning Schedule ........................................................................................ 20
Customer Interaction ..................................................................................................................... 23
Common customer questions .................................................................................................... 23
Signs of an intoxicated guest .................................................................................................... 23
Coordination: ........................................................................................................................ 23
Reduced Judgment and Inhibitions / Change in Behavior: ................................................... 23
Manners & Appearance ........................................................................................................ 24
Handling of an intoxicated guest .............................................................................................. 24
Suggested Statements............................................................................................................ 25
Index ............................................................................................................................................. 27
Introduction to Barbacking
v
Introduction to Barbacking
Barbacking is an important job to help the flow of customers and maintain an orderly bar. In this
training manual, you will understand the fundamentals of what it is to be a barback as well as the
responsibilities and the expectations of a barback. As a barback the main responsibility is to
assist the bartender in any way possible to maintain a working bar. The most important job of a
barback is to make sure the bar is properly stocked with supplies at all times, the ice bin and
blender are full of ice, and operating the cash register.
The training bartender will use this manual to train the barback in key areas. Each chapter covers
an important topic, from proper dress code to answering common customer questions. The
training bartender will mark sections off with their initials on completed sections, once a barback
has demonstrated the skills necessary to complete the chapter’s task. Once training has been
done, this manual will be used as a quick reference for new barbacks.
A barback will be an employee from another department, who be will crossed trained to assist a
bartender during peak hours. When the barback is not needed during non-peak hours, he/she will
be scheduled in their original departments.
Figure 2 http://adaptmag.com/wp-content/uploads/2011/05/dress_code-300x200.jpg
Dress Code
Dress code
Barbacking Attire
Barback’s attire will need to be clean and wrinkle free while at work. Barback attire should
consist of the following:







Black non-slip shoes
Khaki pants or shorts
White under-shirt
Work shirt (provided)
Brown apron (provided)
Brown or green belt (provided)
Name badge
A barback will be in full uniform while on shift. Full uniform consists of all attire on and
presentable according to employee manual.
3
Figure 3 http://media.lehighvalleylive.com/easton_impact/photo/cash-register-f8ef248fd4a3c669.jpg
Operating the Cash Register
7
Operating the Cash Register
Cash Register and Basic Drink Buttons
Figure 1 shows the home screen of the cash register. The barback will use this screen to process
orders and payments for customers that have been served by the bartender. The training
bartender will train the barback on drink buttons and prices during assigned days for training.
*Figure 4 Home Screen
1. Order Total window
a. Shows current transaction
total
2. Order Detail window
a. Shows Current transaction
order detail
b. Quantity of each drink
ordered
3. Receipt Preview window
a. Shows current transaction
receipt
4. Non-Alcoholic Drinks (N/A)
a. N/A Bottled drinks
b. N/A Smoothies
c. Energy drinks
5. Bar Drinks
a. Liquor per oz.
b. Specialty drinks
c. Beer draft & bottle
d. Daiquiris &Margaritas
6. Snacks
a. Ice cream
b. Grabezz nuts
7. Cancel Trans
a. Cancels entire current
transaction
8
Great Wolf Lodge Barbacking Training Manual
8. Void
a. Voids selected item in order
detail window
9. Enter/Yes
a. Used to process transaction
10. Void Last Item
a. Voids last time on order
detail window
11. Clear/No
a. Used to clear transaction
12. Room Inquire
a. Looks up guest room number
13. Number
a. Brings up number pad to
indicate duplicate items
14. Up Arrow
a. Scrolls up in current menu
screen
15. Go
a. Takes you to the transaction
screen
16. Pay
a. Payment screen
b. Cash & change
c. Credit charge
d. Room charge
17. Room Charge
a. Quick access for room
charges
18. Fast Cash
a. Quick access for cash
19. Wrist Band
a. Quick access for scanning
wrist bands
20. Card Payment
a. Quick access for credit
charges
21. Help
a. Explains current menu and
options
22. Previous Screen
a. Takes you back one menu
selection
23. Down Arrow
a. Scrolls down in current menu
screen
Once the barback has finished entering in the customer’s order, there are three ways for the
customer to pay. As barback operating the cash register, there are many ways for a customer to
pay, the following will show the easiest ways to charge a customer for their order.
Wrist Band/Room Charges
Steps in processing room charges with activated wrist bands.
1. Return to home screen using previous screen button: (22)
2. Tell customer total from Order Total window: (1)
3. Push Wrist Band button: (19)
4. Scan customers wrist band
5. Type in 0 in the prompt that comes up
6. Push Enter/Yes button: (9)
7. Hand customer receipt to sign
8. Signed copy of receipt, stack with like transactions
Steps in processing room charges, with non-activated wrist bands.
1.
2.
3.
4.
Return to home screen using Previous Screen button: (22)
Tell customer total from Order Total window: (1)
Push Room Charge button: (17)
Enter customers room number
Operating the Cash Register
5. Push Enter/Yes button: (9)
6. Confirm customers name
a. If correct push Enter/Yes button: (9) and continue with order
b. If incorrect push Clear/No button: (11) retry room number until correct
7. Hand customer receipt to sign
8. Signed copy or receipt is stacked with like transactions
Credit Charges
Steps in processing credit, debit, and gift cards for customer orders.
1. Return to home screen using Previous Screen button: (22)
2. Tell customer total from Order Total window: (1)
3. Push Card Payment button: (20)
4. Slide customers card
5. Push button to exit current transaction in prompt
6. Hand customer receipt to sign
7. Signed copy of receipt is stacked with like transactions
Cash Sales
Steps in processing cash sales.
1. Return to home screen using Previous Screen button: (22)
2. Tell customer total from Order Total window: (1)
3. Count money given by customer
a. If able use Fast Cash button: (18)
b. Put money in drawer
c. Count change back to customer
4. If another amount push Pay button: (16)
5. Enter in amount given by customer in prompt
6. Put money in drawer
7. Count change back to customer
8. Copy of receipt is stacked with like transactions
9
Figure 5 https://encrypted-tbn1.gstatic.com/images?q=tbn:ANd9GcTjHJSBDUVP-8fRyfhhIqmmvPBuyWswTGZw40b2f-BQk9yD9oz
Stocking the Bar and Handling Drinks
13
Stocking the Bar and Handling Drinks
Liquor Requisition List
The barback, on arrival, needs to take inventory of supplies needed and retrieve the supplies with
the manager. Liquor bottles that are below 2/3rds empty are considered empty. Figure 2 shows a
liquor requisition list.
Item
VODKAS
Smirnoff
Absolut
Absolut Citron
Absolut Pepper
Absolut
Grapevine
Grey Goose
Skyy
Skyy Pineapple
2
1
Item
SCOTCH
J&B
Chivas regal 12
Cutty Sark
Glenlivit
Johnnie Walker
Red
Dewars (BQT)
SPARKLING
WINES
Barefoot Bubbly
Skyy Ginger
1
Korbel Brut
1
Effen
Effen Black
Cherry
3 Olives (BQT)
1
Korbel Splits
8
1
1
WHITE WINES
KJ Riesling
3
3 Olives Berry
3 Olives
Rangtang
3 Olives Bubbe
Gum
Ultimat
Kettle One
Tito's
BOURBONS
1
KJ Chard Reserve
KJ Sauvignon
Blanc
4
Korbel
Courvoisier
CORDIALS &
ETC
3
Di Saronno
Amaretto
1
Apothic White
Berringer Wht Zin
Barefoot Moscato
DB Sauv Blanc
Ecco Domani
3
3
3
3
3
Baileys
Chambord
Frangelico
Grand Marnier
Jagermeister
1
1
1
1
1
Maker's Mark
Jack Daniels
(BQT)
Jim Beam
Ri1 (BQT)
Woodford
Reserve
Canadian Club
Crown Royal
Jameson
Red Stag
1
Edna Valley
Chard
3
Kahlua
1
2
2
1
GW Chardonnay
GW Wht Zin
GW Pinot Grigio
4
4
4
Midori
Southern Comfort
Tuaca
1
1
1
1
1
2
1
1
3
1
1
Vermouth Dry
Vermouth Sweet
DK Amaretto
DK Apple Pucker
DK Blue Curacao
DK Blackberry
Brandy
DK Crème de
1
1
1
1
1
Searams 7
GIN
Bonterra Riesling
RED WINES
Rosemont Shiraz
Louis Martini Cab
Red Rock Merlot
Mirassou Pinot
Noir
Apothic Red
Par
Request
3
1
1
1
1
1
1
1
1
1
1
Par
Request
Item
Par
1
1
1
1
TEQUILLA
Pepe Lopez
1800 Silver
Patron Silver
Patron Reposado
2
3
1
2
1
1
1
Patron Anejo
Patron XO
1
1
Patron Citronage
Sauza Gold
Cuervo Silver
(BQT)
BRANDIES &
COG.
1
1
1
1
1
3
3
3
4
3
0
1
1
Request
14
Great Wolf Lodge Barbacking Training Manual
Banana
Beefeater
Plymoth
Tanqueray
Bombay (BQT)
RUM
Cruzan Light
Cruzan Blk Strap
Cruzan Mango
Cruzan Vanilla
Captain Morgan
Malibu
Kraken (BQT)
Pyrat XO
Bacardi Silver
Red Bull/Sugar
FR
Port/ Sherry
Gallo Fair Port
1.5L
Marsala Sweet
1.5L
Colombo Marsala
1
1
1
1
2
1
1
1
1
1
1
1
1
12/12
KJ Cab
KJ Summutation
GW Merlot
GW Cabernet
4
4
4
4
MIXERS
Grenadine
Bar syrup
Lime juice
Bloody Mary
Triple sec
Sangria red
White Sangria
2
2
2
3
3
2
2
Sweet n Sour
4
Beer
DK Melon
Peach Schnapps
Pomegranate
Razzmatazz
BEER
1
1
1
1
Blue Moon
Sam Adams
Stella
12
6
6
12
12
12
12
6
6
Killians
Budwiser
6
12
LandShark
Odouls
Heineken
Shinerbock
Corona
Dos XX
Bud Light
18
Bud Light Lime
12
Miller Light
Coors Light
18
18
Ultra
18
Figure 6 Liquor Requisition List
Extra miscellaneous items that are needed, such as limes, juices, mix, straws, and napkins, can be
written on the back of the liquor requisition list and retrieved with the liquor. The barback before
leaving at the end of their shift should fill out another liquor requisition list with the bartender for
the opening manager to retrieve for the morning bartender.
Stocking Shelves
Figure 3 shows the basic floor plan that the barback will use while stocking.
Figure 7 Bar Floor Plan
1. Main ice bin
2. Prep station
a. Making drinks
b. Ingredients currently being
used
3. Cash register
Stocking the Bar and Handling Drinks
15
4. Industrial sized ice bin
a. Replenishes main ice bin
5. Bag in the box rack
6. Beer cooler
7. Liquor counter
8. Bottled drinks
9. Liquor storage
a. Liquor
b. Drink mix
10. Dry storage
a. Drink cups
b. Grabezz nuts
c. Juices
11. Cleaning storage
a. Cleaning supplies
b. Extra blenders
Spill Sheet
Figure 4, illustrates a Spill Sheet, used to keep a record of drinks being spilt by customers or
employees. The bartender, along with the barback will need to fill out a row for each incident.
Grizzly Rob’s Bar Spill Sheet
DATE
ITEM
AMT.
REASON
BARTENDER
SHIFT
Figure 8 Spill Sheet
Figure 9https://encrypted-tbn2.gstatic.com/images?q=tbn:ANd9GcTYMB0UJJIL0XaSRwjy5P69bwO4sAmZJ7N63knZNsFYCICuN48hg
Cleaning the Bar
19
Cleaning the Bar
Cleaning Supplies and Light cleaning instructions
The bartender should keep a sink full of sanitize water that needs to be changed out every 2
hours. Bartender and barback will wipe down counters and work area every hour to maintain a
clean working environment.
Bartender and barback cleaning details at the end of the shift include:






Hand washing all glassware used
Scrub floors with wash and walk
Pour hot sanitize water down all drains
Clean blender
Wipe down counters
Wipe down prep station
The bartender and barback will split end of shift cleaning details.
Weekly Cleaning Duties
Figure 5 shows the weekly deep cleaning duties. The closing bartender will sign off each item on
the day they are completed. Deep cleaning will be incorporated with the end of shift cleaning
while closing the bar.
Weekly Deep Cleaning Schedule
Date:
Day:
Duty:
Monday
Glassware
Tuesday
Liquor Cabinets
Wednesday
Pull & Soak Spouts
Thursday
All Coolers
Friday
Stainless Steel
Saturday
Counter Tops
Sunday
Liquor Bottles
Bartender:
Sup/Mngr:
Figure 10 Weekly Cleaning Duties
20
Great Wolf Lodge Barbacking Training Manual
Monthly Cleaning Duties
Figure 6 shows the monthly deep cleaning duties. The closing bartender will sign off each item
on the day they are completed. Deep cleaning will be incorporated with the end of shift cleaning
while closing the bar.
Monthly Deep Cleaning Schedule
Date:
Week:
Duty:
1
Under/Behind Coolers
2
Under Micros/Displays
3
Detail Coolers in and Out
4
Detail Ice Bins/Storage
Bartender:
Sup/Mngr
Figure 11 Deep Cleaning Schedule
Figure 12 http://pandodaily.files.wordpress.com/2012/12/unknown-customers.jpg
Customer Interaction
23
Customer Interaction
Common customer questions
Customers ask these 5 questions on a regular basis.
1. Q: Can we use our wrist band/room to buy drinks?
A: I will be glad to find out for you. What is your room number/last name on the room?
(Proceed to type in information given by the customer into room inquire)
2. Q: Where is there a place to smoke?
A: Out front by the parking lot, or out by the outdoor water park.
3. Q: Where do we rent a locker from?
A: You may rent a lock at the front entrance of the water park.
4. Q: How much does it cost to rent a locker?
A: The lockers are $20 upfront cost. You will receive $10 back when you return the key.
5. Q: How much are your drinks?
A: The drinks that we make very from $5 for a beer to $8 per shot of liquor. We have a
menu that outlines what we serve and the various prices. (Point to menu on counter)
Remember to be patient with the customer.
Signs of an intoxicated guest
The barback along with the bartender need to keep an eye on each customer that wants to be
served to make sure they are not intoxicated and a danger to other customers. Alcohol affects
each individual differently. The same number of drinks may affect and individual differently
today than it did yesterday. What happens to a person when they drink depends on the person’s
mood, the time of day, amount of food in their stomach, how fast drinks are consumed,
medication or other drugs, and gender. Out lined are the main indicators of intoxication
Coordination:
 Staggers, sways while attempting to stand still; holding on to bar, chair, etc.
 Loss of train of thought (stops talking in mid-sentence)
 Stands with feet wide apart for balance
 Leans against structure for support
 Fumbles with wallet or money
 Slurred speech or speaking very slowly and deliberately
 Falls off a stool or chair
 Slurs or trips over words while ordering.
Reduced Judgment and Inhibitions / Change in Behavior:
 Buys rounds for strangers or the house
 Argues / Annoys employees or other customers
 Consumes drinks faster than usual, gulps drinks, orders doubles
 Complains about strength of drink or slowness of service
 Annoys other customers
 Sudden or unexplained mood changes
24
Great Wolf Lodge Barbacking Training Manual








Bragging
Overly friendly
Gets more Quiet
Goes to sleep
Becomes overly excited.
Speaks loudly and/or profanely (uses foul language).
Throws objects.
Giggles or laughs for no apparent reason.
Manners & Appearance
 Head boobs, eyelids drooping, looks sleepy
 Frequently rubs hands through face and hair.
 Sometimes has involuntary eye movement.
 Frequent trips to the bathroom.
 Strong, stale odor of alcohol.
One sign of intoxication alone may not be cause to suspect intoxication. However, 2 or more of
these signs would lead someone to suspect the person is intoxicated or becoming intoxicated.
Remember, just because a person "holds his/her liquor" well sometimes, doesn't mean that will
be true all the time.
Handling of an intoxicated guest
Along with the bartender the barback should get to know their customers to ensure any refusal of
service is based on their state of sobriety, not a disability. It is important to be careful not to
confuse a disability characteristic with a sign of intoxication. Determine if the symptoms of
apparent intoxication could mimic symptoms of a disability or medical condition. Isolate and
evaluate each symptom in order to determine if there is a possible disability or medical
condition. If questions still remain, when possible, interview the apparently intoxicated person in
a discreet manner.
Federal and state laws prohibit discrimination against a person due to a disability. If a disability
appears to explain a sign of intoxication – unsteady walking due to leg braces, muscular
dystrophy, cerebral palsy, etc., or drooping eyelids due to blindness, stroke, head injury, etc. –
look for additional signs of intoxication.
The barback, if the bartender has not already noticed, should inform the bartender immediately
once any symptoms of intoxication become apparent in any customers behavior. Be courteous
but firm, avoid confrontation and don't bargain or back down when dealing with customers.
Don't make statements that will embarrass or provoke a customer, such as "you're drunk", or
"you're eighty-sixed", or "you've had too much".
Don't give the customer the impression you know what's best for him/her.
Count drinks, but also be aware that new customers may have been drinking elsewhere.
Customer Interaction
25
Chat briefly with customers to help determine their sobriety. If the intoxicated person is part of a
group, suggest to a sober member that the person be taken home (not allowed to drive home).
Slow the frequency of service down when a customer orders rapidly.
Suggested Statements
 I'd really appreciate it if you don't order another drink.
 The Texas Alcoholic Beverage Commission (TABC or, the local police are) is cracking
down and I can't serve you another drink.
 You're welcome to stay – you can order coffee or food, but I can't serve you another
drink (or allow you to keep this drink) (coffee or food will not sober someone up, but it
will buy time, and time is the only thing that will bring about sobriety)
 I might lose my job (license) if I serve you another drink.
After the bartender tells the customer that we cannot serve him/her another drink – remove any
existing drinks and inform management of the situation, giving details of the customer’s
appearance so other bartenders are informed of the situation.
Index
27
Index
Attire, 3
Barbacking, v
Cash Register, 7
Cleaning Duties, 19, 20
Customers, 23
Floor Plan, 14
Intoxication, 23
Liquor Requisition List, 13
Miscellaneous Items, 14
Refusal of Service, 24
Sobriety, 25
Spill Sheet, 15
Supplies, 13