SIT07 Tourism and Hospitality Training Package
Learner guide
Version 1
TRAINING AND EDUCATION SUPPORT
INDUSTRY SKILLS UNIT
MEADOWBANK
Product Code: 3081
Beverage Service
SITHFAB001B Clean and tidy bars
SITHFAB002B Operate bars
SITHFAB005A Prepare table service
of alcoholic beverages
SITHFAB010B Prepare and serve
non-alcoholic beverages
SITHFAB015A Prepare and serve cocktails
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Beverage Service V1
Developed by Training & Education Support Industry Skills Unit, Meadowbank
© TAFE NSW 2010
Acknowledgments
The TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank
would like to acknowledge the support and assistance of the following people in
the production of this learner resource guide:
Project Manager:
Red Edwards
Education Programs Manager
TES Industry Skills Unit Meadowbank
Project Team:
This resource has been updated using material developed by:
Tony Fonti, Alison Trapnell and Steve Winbank
Teachers of Hospitality
TAFE NSW
Enquiries
Enquiries about this and other publications can be made to:
Training and Education Support Industry Skills Unit, Meadowbank
Meadowbank TAFE
Level 3, Building J,
See Street,
MEADOWBANK NSW 2114
Tel: 02-9942 3200 Fax: 02-9942 3257
ISBN 978-1-74236-137-6
© The State of New South Wales, Department of Education and
Training, TAFE NSW, Training and Education Support Industry Skills
Unit, Meadowbank, 2010.
Copyright of this material is reserved to TAFE NSW Training and Education
Support Industry Skills Unit, Meadowbank. Reproduction or transmittal in
whole or in part, other than for the purposes of private study or research, and
subject to the provisions of the Copyright Act, is prohibited without the written
authority of, TAFE NSW. Training and Education Support Industry Skills Unit,
Meadowbank.
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Beverage Service V1
Developed by Training & Education Support Industry Skills Unit, Meadowbank
© TAFE NSW 2010
Table of contents
Introduction .................................................................................. 7
Resource overview ........................................................................ 8
Unit Overview -SITHFAB001B Clean and tidy bar .......................................... 8 Unit Overview –SITHFAB002B Operate a bar .............................................. 10 Unit Overview –SITHFAB005B Prepare table service of alcoholic beverages .... 13 Unit Overview-SITHFAB010B Prepare table service of non alcoholic beverages 16 Unit Overview –SITHFAB015B Prepare and serve cocktails ........................... 18
Professional Bar Attendant .......................................................... 21
Bar Attendant’s Responsibilities .................................................. 22
Customer Service ........................................................................ 22
Selling Skills ................................................................................ 23
Legislation ................................................................................... 27
The Liquor Act 2007 ................................................................................ 27 Liquor Licences ...................................................................................... 29 Food Regulations .................................................................................... 30
Fixed Equipment .......................................................................... 31
Bar Opening & Closing Procedures .............................................. 34
Tray Service ................................................................................ 40
Cash Register .............................................................................. 41
Alcohol and Basic Production Processes ...................................... 47
Beer ............................................................................................. 50
Spirits .......................................................................................... 62
Liqueurs ...................................................................................... 82
Non-Alcoholic Drinks ................................................................... 89
Cocktails ...................................................................................... 91
Wine .......................................................................................... 109
Coffee ........................................................................................ 135
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Developed by Training & Education Support Industry Skills Unit, Meadowbank
© TAFE NSW 2010
Beverage Service V1
Tea ............................................................................................ 145
Glossary .................................................................................... 149
Useful Reference Books: ............................................................ 151
Resource Evaluation Form ......................................................... 153
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Beverage Service V1
Professional Bar Attendant
To be a professional Bar Attendant the correct attitude and approach to the work
situation must be displayed.
Any person undertaking a course involving Beverage Service is expected to
develop this attitude and approach as well as developing the necessary practical
skills to carry out the duties efficiently and to gain the basic knowledge of recipes
and ingredients upon which to build in order to acquire the full knowledge
required of the professional Bar Attendant.
The following industry standards are required:
Uniform This conveys a message to the customer as to the professionalism of the bar
attendant and the standard of the establishment represented. Your College will
have a uniform based on industry or College requirements which you are
expected to wear with pride.
Personal Hygiene The bar attendant must be, and be seen to be, clean and hygienic in personal
appearance and habits.
Personal hygiene includes; daily bathing/showering, use of deodorants, moderate
use of perfumed toilet products.
Grooming Hair, if long, to be styled and kept under control so that it does not fall forward
with the movement of the head. Hands must be clean with neatly trimmed nails,
any cuts or abrasions should be covered with an approved band-aid. (Nail
varnish, if worn must be perfect and not chipped, preferably clear).
Jewellery Only a wrist watch and wedding, engagement or signet ring may be worn. One
pair of ear studs may be worn in pierced ears.
Personal Habits No chewing of gum or other sweets. No smoking, eating or drinking is permissible
behind the bar or in food preparation, handling or serving areas, or in the college
situation within any classroom or class area.
Do not touch the face, hair, nose, abrasions etc., as this is a most prevalent way
of spreading food poisoning bacteria.
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Bar Attendant’s Responsibilities
In today's society, the local bar, be it in the suburban hotel, club, international
hotel, restaurant or night club is a major focal point for many people, and at the
heart of the operation is the bar attendant. One of their major responsibilities is
to dispense drinks to the satisfaction of their customers and the profitability of
the company. For this reason, there is a lot more to being a good bar attendant
than the ability to pull a good beer or to serve a cocktail.
One of the catch phrases used in relation to a good bar attendant is the 'three A's'
which refers to their attitude, ability and appearance.
Attitude: In this industry we are constantly dealing with people and to do
so successfully, a bar attendant has to have a genuine liking for
their customers as well as a genuine desire to be of service to
them. They also need to work well with other people as well as
be loyal to their employer.
Ability: A good bar attendant is able to work quickly and efficiently
within the guidelines set down by management as well as within
the legal boundaries as recorded in the relevant acts.
Appearance: As a member of 'front line staff', it is very important that the
appearance of the bar attendant is in line with the image the
establishment is trying to project. Not only is it a requirement
under the Food Act that bar staff keep their clothes and body
clean, it also gives a positive impression to the customers.
Customer Service
In most establishments the beverage service staff are the first direct customer
contact and it is therefore extremely important that they present an attitude of
courteous welcome. The beverage service staff must be aware of the importance
of appearance (uniform, personal grooming and deportment), personality and
verbal presentation. They should present a positive attitude of wishing to be of
service, amiable and friendly without being familiar or over-bearing.
From a customer‟s point of view they want the service to be quick, efficient,
courteous and hygienic. If you are able to deliver the customer‟s order whilst
satisfying these points, you are well on the way to being a good bar attendant.
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The following points should be taken into account if the Bar Attendant wishes to
have a successful relationship with the customers:
Alertness: be alert to all customer needs
A genuine smile
Courtesy at all times
Friendliness (not familiarity)
A well modulated voice speaks for itself
Professionalism with a positive approach
Communication skills
Handling customer's complaints: when handling complaints be sincere and
diplomatic, never blame the customer and be quick to remedy the fault or
hand it onto your supervisor
Be aware that the well groomed Bar Attendant inspires confidence in the
customers, regarding the hygienic standards imposed by the
establishment
Develop and improve oral communication skills in contact with the general
public and members of the industry
During each practical session, you will be practising these customer relations
skills as you develop your practical skills.
Selling Skills
To help maintain the profitability of a bar, the professional bar attendant needs to
develop the ability to sell the products they have at their disposal and be aware of
what is available.
For example, a customer asks for a scotch on the rocks. The bar attendant has
two options; they may serve the pouring brand which retails for $4.50 or suggest
a deluxe blend which retails for $7.50. If the customer selects the deluxe blend,
the hotel profits by adding an extra $3.00 to the till, and the customer benefits by
consuming a superior brand of scotch. This is called “upselling” and is an
important skill to develop.
Many customers in a bar are unsure what they would like to drink and it is at this
stage that the professional bar attendant will be a real benefit to the
establishment. It is much better from a profit point of view to sell a cocktail at
$15.00 than a beer at $4.50 and it is part of the bar attendants' job to help the
customer in their selection. However, to do this effectively, the bar attendant has
to know what is available and be able to ascertain what the customer would like.
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A common question that customers ask is 'what's nice'? A good bar attendant
would respond by asking the customer if they prefer a cocktail which is fruity or
creamy and do they prefer sweet or sour. With the answer to these questions the
bar attendant would be able to suggest a couple of cocktails which the customer
would find acceptable.
The ability of a bar attendant to be a good sales person comes with experience,
confidence and an intimate knowledge of all the products they have for sale.
Ultimately, however, for a bar attendant to be able to sell effectively, they must
have a desire to satisfy the customers wants and desires to the best of their
ability.
HOSPITALITY INDUSTRY STANDARDS
1. Hygiene:
2. Safety:
3. Procedural Service:
4. Workflow/Problem Solving:
5. Guest Courtesy
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