costa-ibero-procedimientos restaurant & bar
TRANSCRIPT
Joiners
Service & BeverageOrientation
Human Resources Training
Joiners Service & Beverage
Orientation
Fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Beverage Knowledge. . . . . . . . . . . . . . . . . . . . . . 12Advanced Beverage Knowledge . . . . . . . . . . . . 2 0Cocktail Abbreviations . . . . . . . . . . . . . . . . . . . . . 2 6
Table of
contents
Joiners
Service & Beverage- FUNDAMENTALS
The Five Steps of Successful Service
1. Preparations before entering the work environment:• Wash your hands often with warm water and soap. Always wash your hands after using
the toilet, smoking a cigarette, or after eating.• Always be on time for work. Being on time means being at your workplace ahead of
your scheduled start time.• Shower and be fresh. Be certain your uniform is clean and orderly.
2. Greeting the passengers and creating the Moment of Truth:• Passengers should feel welcomed with a sincere greeting. The server should smile,
make eye-contact, adopt a friendly manner and tone of voice, and greet themaccordingly.
3. Taking the order:• Write down the food/drink order. Special requests are noted and the order is repeated
to ensure accuracy.• Listen carefully to what the person is saying and maintain eye contact.
4. Service during the dining experience• Never eat or chew gum during service. Do not touch your hair or put your hands
in your pockets.• Serving food and drinks should be done from the right with the right hand. If this is not
physically possible then serve from the left with the left hand.• Condiments and sauces are served from the left.• The service staff should be careful his/her fingers do not touch the food or the top
rim of the plate.• Service should begin with the ladies first, followed by the gentlemen. Higher ranking
officers should be served before the lower ranking officers. If there is a host, then thehost is always served last.
• Reset the appropriate flatware, if more than one dish is being served.• The plates must be positioned correctly with the main item (fish, meat, etc.) directly in
front of the passenger (six o’clock).• Introduce the main item as you place it on the table.• The service staff and his/her supervisor should be available if there are any
questions or concerns.• Every item that is not necessary to be on the table (plates, glasses, and flatware) should
be removed.• When removing plates and flatware from the tables, place all cutlery on one plate only,
and pile up the plates in order to carry them to your station.• Dessert and coffee should always be suggested after the main course is complete.
5. Other reminders to ensure quality of service:• Reset tables quickly so officers can sit at a clean table.• The area should remain clean and free of any garbage, spilled food, etc.• Every effort in following the Public Health should be made by the service staff and
the entire team.
FUNDAMENTALS
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Table Service EquipmentThe term “Mis en Place” is defined as “everything in place.” When you “mis en place” atable, you are preparing it for the passenger. This may be necessary when you set a table,deliver the flatware, or prepare your station for service.
Flatware
When delivering flatware to the table, use a plate with a napkin underneath the cutlery.• If the flatware is to be placed on the left side, place it on the table from the left
side of the passenger. The same applies with the right side.• Never cross in front of the passenger and place the cutlery on the opposite side.
FORKSAll forks are to be placed on the left side of the tablesetting, regardless of their use.
COCKTAIL FORK – smallest fork used for “AlwaysAvailable” shrimp cocktail, escargot, and entrees suchas lobster and crab
APPETIZER FORK – used for salads, appetizersrequiring a fork, cheese plates, and desserts
FISH FORK – uniquely shaped, designed for fishentrees only
DINNER FORK – largest fork, intended to accompany all other entrees and pastas
KNIVESAll knives are to be placed on the right side of thetable setting facing the left direction, regardless oftheir use.
BUTTER KNIFE – smallest knife designed to spreadbutter or condiment; placed on the side plate, leftside of the table setting. It also faces left direction.
APPETIZER KNIFE – used for items such as salads,all appetizers requiring a knife and cheese plates
FISH KNIFE – uniquely shaped knife designed for fish entrees only
DINNER KNIFE – largest knife, intended to accompany all other entrees except redmeat and pastas that do not require a knife
STEAK KNIFE – used specifically for red meat entrees; can be placed on the table withcertain pork and fish entrees
FUNDAMENTALS
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SPOONSAll spoons are to be placed on the right side of thetable setting, regardless of their use.*
ESPRESSO SPOON – the smallest spoon, intendedto accompany espresso coffees; placed on a saucerwith the espresso cup
TEASPOON – a small spoon that has several uses;may accompany tea and coffee and is placed on thesaucer; can also be used for fruit appetizers, icecream, and sorbet
SOUP SPOON – has only one purpose – to accompany soups
PASTA SPOON – the largest spoon accompanies pastas and desserts that require aspoon. It is placed on the left side of the table when with pastas.
Plate ware
All plate ware are to be delivered to the table and cleared from the right side of thepassenger. Safely deliver the food to the table using a cloth napkin in your hand andinform the passenger if the plate/bowl is hot in temperature.
DINNER PLATE – largest plate intended to accompany entrees only
APPETIZER PLATE – slightly smaller plate that has several purposes; used for cold andhot appetizers, cheeses, and desserts
UNDER LINER PLATE – small plate that is placed under the saucer with the soup
SIDE PLATE – even smaller plate that is placed on the table where the bread is placed upon
SAUCER – same size as the side plate but has an indent for soup bowls and coffee/tea cups
PASTA BOWL – largest bowl designed for pasta entrees only
SOUP BOWL – a small bowl with handles used for hot soup
SALAD BOWL – smaller wide bowl that is exclusively for salads and chilled soups
FRUIT BOWL – small, deep bowl exclusively for breakfast items such as fruits and cereals
SILVER BOWL – chilled, small metallic bowl used for ice cream and sorbet
FUNDAMENTALS
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Glassware
All beverages are to be poured from theright side of the passenger. You may removethe water glass and coffee/tea cup from thetable as you pour the beverage. Wineglasses are to remain on the table as youpour the wine.
WINE GLASS – a small round glass that hasa stem; used for both red and white wine
WATER GLASS – slightly larger than the wine glass; water, juices, or any other chillednon-alcoholic beverages can be poured into it
CUP – small, round and has a handle; designed for hot beverages such as tea and coffee
Handling of Flatware, Glassware & Plate ware
• All flatware and glasses are placed on the table and cleared using a tray.• Handling of plate ware involves using a cloth napkin.• All glassware should be held by the stem or the bottom, never with the fingers on
top or inside the glass.• The flatware is touched by the handle only.• The glasses should be polished, clean, and free of cracks.• The officers have the appropriate flatware and glasses at the table before the food
and beverage arrives.• Every effort should be made to keep the flatware, glasses, and plates clean.
Beverage Trays
• The Service staff will be required to carry his/her tray while working on the opendecks and while delivering beverages. The tray must be carried in an elevatedposition, placed flat on the hand, not resting against the waist or carried by the side.
• All cocktail trays must be kept clean with absolutely no writing. Cocktail trays mustnever be left on tables, chairs or bar counters.
• Cocktail trays will be used for serving, carrying, and clearing of all items at all times.Glasses must never be carried by hand to the table. A complete cocktail tray set-up includes cocktail napkins, bar checks, ashtrays, pens, check and corkscrew.
FUNDAMENTALS
Joiners Service & Beverage | page 16
Joiners
Service & Beverage- Beverage Knowledge
Wine Service
Wine service is an important part of the dining experience and a professional, skillfulapproach is required by the staff. The beverage operations in all food areas are theresponsibility of the Head Waiters under the supervision of the Maitre d’ Hotel andSommelier.
In order to generate sales, wine, beverages and mineral water must always be offered topassengers prior to filling the glasses with regular ice water. With the integration of foodand wine service, these are the guidelines to follow:
• Dining Room Staff must introduce themselves as per standard dining roomprocedures.
• The wine and beverage order must be taken prior to the food order, unlesspassenger indicates/wishes otherwise.
• Wine and beverages should be served before or at the latest with the appetizers.• It is important for the Waiters to understand that it is their prime responsibility to
make the sale and take the beverage orders.• It is the Service Staff’s responsibility to collect the beverage orders from the dining
room bar/wine pantry and to deliver them promptly to each waiter.• Each passenger should be approached for lunch or dinner, assuming that wine or
beverages will be ordered for that particular meal.• It is the Service Staff’s responsibility to ensure all ice buckets are filled prior to the
start of service and replenished between sittings.• Wine glasses are to be included in the standard set up of the table for dinner.
SERVING WINES AND CHAMPAGNESWine/beverages are served by the Waiter or Junior Waiter from the right side of thepassenger (where possible); naming the beverage to confirm it is the correct one.
While presenting the bottle of wine/champagne with the label facing the host, the Waiterwill name the wine/champagne to confirm that it is the correct one. Only after the hostapproves for the wine/champagne to be opened will the Waiter proceed.
Beverage
Knowledge
Joiners Service & Beverage | page 21
Onboard Beverage Promotions
After reading the various promotions you will be familiarwith out featured beverages;
• BUCKETS OF BEER ($17): five beers for the priceof four. Becks or Dos Equis, Miller Lite, Coors Light
• COFFEE CARD PROGRAM ($24): 15 shots ofespresso (mocha, cappuccino, latte, etc.)
• SODA FOUNTAIN PROMOTION ($4.25 per day):unlimited Coca-Cola, Diet Coke, Sprite, tonic orSoda water drinks
• SIGNATURE COLLECTION ($6.95 per drink):featured cocktails
• TROPICAL DRINK PROMOTION ($7.50): only onEmbarkation day for the sail away party
• UKP: $9.00 per day +15%
Coffee Beverages
ESPRESSO: Rich flavor, lingering aroma and caramel-like sweetness. Aproperly made fresh shot of espresso forms three layers: the AromaticCrema, the Body, and the dark intense heart. Espresso can be enjoyedalone or as the base of other coffee beverages. A “solo” is a single shot ofespresso, while a “Doppio” is a double or two shots of espresso.
CAPPUCCINO: a classic European Coffee drink, and is a sensory delight. Consists of:• A shot of fresh Espresso• Steamed milk• Creamy Foam
Cappuccino is made with less milk and more foam than a latte. Cappuccinooffers a strong espresso flavor, topped with chocolate powder. A WetCappuccino has more milk and less foam, and a Dry Cappuccino is madewith foamed milk and little or no steamed milk.
CAFÉ LATTE: Made in a similar way to cappuccino, but has more milk.To layer a Café Latte:
• Pour steamed milk into glass.• Pour espresso slowly over the back of a spoon through the milk.• Top off with foamed milk.
CAFÉ MOCHA: Richly intense combination of flavors. Café Mocha should be servedlayered and well-presented. To layer:
• Pour chocolate syrup in bottom of the glass.• Slowly pour steamed milk over the back of a spoon over the
chocolate.• Pour espresso slowly over the back of a spoon through milk.• Top with foamed milk.
Beverage
Knowledge
Joiners Service & Beverage | page 22
FRAPPUCCINO: A creamy blend of espresso, milk and other flavors,which can be customized to taste. May be served hot or ice.
AMERICANO: A shot of Espresso topped with hot water.
CAFÉ BREVE: Made in the same way as cappuccino, latte or mocha,but substitutes milk for half & half.
Tea Service
The following standard tea service procedures will be followed by all Service Staff whenservicing orders for tea in the buffet and officer mess.
1. When tea is requested, the Service staff is to offer a choice from Lipton's PremiumEnglish Breakfast, Earl Grey, Darjeeling, Chamomile, China Black, Orange Gardens,Mint Soother or Lemon Lane tea, and to inquire whether milk or lemon is preferred.
2. The required tea bag will be placed in a china tea/coffee pot with the string and tagwrapped once around the handle and then boiling water is added. A cup, saucer,and teaspoon will be arranged with the right hand side of the saucer parallel to thehandle of the cup. The tea pot will need to be placed on a side plate.
3. The cup and saucer with a spoon will be placed directly in front of the passengerwith the handle of the cup facing to the right hand side. The teapot will be placeddirectly behind the cup and saucer with the handle again facing the right hand side.
4. If milk is required, full fat milk will be served in a milk jug and placed to the right ofthe teapot on the table with the handle facing the right hand side of the passenger.
5. If lemon is required, two half moon slices of lemon are to be cut to a thickness ofapproximately 1/4 inch are to be placed on the saucer on the opposite side to theteaspoon one slice overlapping the other, rind facing out.
6. The sugar dispenser containing regular, brown, Equal and Sweet n' Low sachets willbe placed on the table to the right of the tea/coffee pot.
Responsible Service of Alcohol
It is the beverage server’s responsibility to ensure that the legal minimum drinking age of21 years old is adhered to at all times by passengers and fellow crew.
For all beverage transactions, the following steps must be complied with at all times. Anybeverage server found to be in breach of the following items, may be liable to disciplinaryaction, which may include dismissal.
When taking an order, the passengers ID card must be collected and swiped through thePOS when placing the order at the bar. No order should be executed without swiping thepassenger ID card.
When taking an order, the passengers ID card must be visually checked to ensure that theletter ‘A’ appears in the bottom right corner of the card. The server must also check thatthe card matches the gender of the passenger. If there is any doubt that the bearer of thecard is not the actual owner of the card, secondary ID must be requested.
Beverage
Knowledge
Joiners Service & Beverage | page 23
In any circumstance where the beverage server still has doubt about a passenger’s agethe beverage server should always ask for secondary identification. Acceptable IDs are adriver’s license, passport, military ID cards. No other forms of ID should be accepted.
Should a beverage server suspect that a passenger of legal drinking age is attempting topurchase an alcoholic beverage for an underage passenger, the server must request theID of both parties involved.
It is against company regulations to serve a person who is intoxicated. Whenever servingliquor to consenting adults, it is the beverage servers’ responsibility to look for signs ofintoxication. Such signs are, but not limited to: crude behavior, loud and boisterousbehavior, spilling of drinks, dozing while sitting at bar or table, swaying, complainingabout the strength of the drink, slurred speech.
When refusing alcohol service, obtain agreement from your supervisor or notify securitybefore refusing service, time and circumstances permitting.
• If for some reason you cannot contact your supervisor immediately, ensure theyare contacted as soon as possible afterwards.
• Notify the Bartenders/Bar Supervisors in all other locations.• Be polite and avoid arguments.• If appropriate, offer non-alcoholic beverages.• Never call the passenger a "drunk."• Warn them politely if their behavior is inappropriate.• Never raise your voice. Never be persuaded to give them "one last drink" after
you have stated they have had enough.
Once a passenger has been refused alcohol service, it is the responsibility of thesupervisor who received the report to ensure the incident is recorded. The incident mustbe recorded in the Service Refusal log book kept in each bar as well as relayed to the FirstPurser Admin or Night Manager who will create a focus file on the incident. The FirstPurser Administration or Night Manager must also make the necessary notations in thepassenger’s folio to ensure no further alcoholic beverages can be purchased on thatparticular cruise ID card.
Whenever a passenger has been refused alcohol service, the name and folio details of thepassenger has to be circulated to all bars and all bartenders to ensure the person is notserved alcohol in a different location. It is the responsibility of the Supervisor that receivedthe initial report to ensure that the personal details are circulated.
Legal drinking age requirements are as follows:SHIPS OPERATED BY PRINCESS = 21 YEARS OF AGE.
Beverage
Knowledge
Joiners Service & Beverage | page 24
Joiners
Service & Beverage- Advanced Beverage
Knowledge
Princess Cruises Bar Products
The following information is a guide to the various spirits, liqueurs, beers and wines by theglass served onboard our vessels. You should be aware of the beverages being served.With this information, you will be comfortable recommending products and up-sellingpremium liquors to our passengers.
WHISKY AND WHISKEY: Whiskey is the usual American spelling, especially forbeverages made in the U.S and Ireland, while Whisky is the spelling for Canadian andScotch beverages.
• Scotch Whisky (blended)• Dewars• J&B Rare• Johnnie Walker (Red, Black and Blue)• Chivas Regal• Chivas Royal• Glenfiddich
The most popular brands of Canadian Blended Whisky are Crown Royal, Canadian Cluband Seagram’s V.O.
BOURBON: Darker than scotch.• Jack Daniels• Jim Beam• Wild Turkey• Southern Comfort
VODKA: Clear spirit sold either plain or flavored.• Absolut• Absolut Citron• Absolut Kurant• Absolut Raspberry• Absolut Vanilla• Sky• Stolichnaya• Grey Goose
GIN: Flavored from juniper berries. English gins are generally more flavorful andconsidered superior to American gins.
• Beefeater• Tanqueray• Bombay Sapphire
Advanced
Beverage
Knowledge
Joiners Service & Beverage | page 29
RUM: Made from sugar cane juice or molasses. Popular types include:• Bacardi (151 and Limon)• Myer’s Dark Rum• Captain Morgan’s Spiced Rum• Cruzan Coconut Rum
TEQUILA: Made from the blue agave plant, which flourishes in Mexico.• Cuervo (1800 Gold and Gold)• Patron (Citronge and Silver)
COGNAC/BRANDY: Best aged up to 50 years.• Courvoisier (V.S.O.P. and Napoleon)• Remy Martin (V.S.O.P. and X.O.)
PORT/SHERRY: Port is a natural, rich, fortified wine made from grapes grown inPortugal. Sherry is a blended fortified wine produced in Spain.
• Sandeman’s (Ruby Port and 20 Year Old Tawny Port)• Tio Pepe Sherry• Harvey’s Bristol Cream Sherry• Dry Sack Sherry
APERITIFS: Commonly known as pre-dinner drinks, made in Italy and France.• Campari• Pernod• Pimms No 1• Fernet Branca• Dry Vermouth• Sweet Vermouth• Bianco Vermouth
LIQUEURS: Sweet in flavor; four different kinds - fruits, nuts, dairy, herbs. Liqueurs can beserved over ice, in a shooter, or combined with other spirits. Liqueurs are commonly drunkafter the meal.
• Amaretto• Brogans Irish Cream• B & B• Blackberry Brandy• Blue Curacao• Cherry Brandy• Crème de Banana• Crème de Cacao (white and dark)• Chambord• Crème de Cassis• Crème de Menthe (white and green)• Cointreau• Drambuie• Frangelico• Grand Marnier• Jagermeister• Kahlua
Advanced
Beverage
Knowledge
Joiners Service & Beverage | page 30
• Melon Liqueur• Peach Schnapps• Peppermint Schnapps• Sambuca• Triple Sec
BEERS: Domestic Beers – made in the United States• Budweiser• Bud Light• Miller Genuine Draft/Miller Light• Coors/Coors Light• Michelob
IMPORT BEERS: made in other countries and delivered to the United States• Grolsch• Dos Equis• Bass Ale• Guinness Stout• Fosters• Becks• Stella Artois
Advanced
Beverage
Knowledge
Joiners Service & Beverage | page 31
Joiners
Service & Beverage- Beverage/ Cocktail
Abbreviations
Liqueur of the Day LOD
Orange Juice OJ
Pineapple Juice PJ
Grapefruit Juice GJ
Tomato Juice TJ
Cranberry Juice CRAN J
Coke CK
Diet Coke DT/CK
Tonic T
Soda S
Ginger Ale GA
Sprite SPR
Diet Sprite D/SPR
Water W
Mixed Drinks
MIXED DRINK ABBREVIATION
Vodka Tonic V/T
Scotch & Water SC/W
Gin & Orange G/OJ
Bacardi Coke BAC/CK
Bourbon & Soda BOUR/S
Canadian Club & Ginger AleCC/GA
Dark Rum & Coke MYERS/CK
Vodka & Sprite V/7
Gin & Tonic G/T
Vodka & Diet Coke V/DT/CK
Martini TINI
Vodka Martini V/TINI
Beverage/
Cocktail
Abbreviations
Joiners Service & Beverage | page 36
Mixed Cocktails
MIXED COCKTAILS ABBREVIATION
Brandy Alexander ALEX
Daiquiri DAQ
Banana Daiquiri BAN DAQ
Strawberry Daiquiri STR DAQ
Grasshopper GRASS
Gimlet (Gin) GIM
Gimlet (Vodka) V/GIM
Manhattan MAN
Old Fashioned O/FASH
Margarita RITA
Screwdriver SCREW
Tom Collins T/COLL
Whiskey Sour W/SOUR
Fuzzy Navel FUZZY
Love Boat LOVE
Berried Treasure B/TRES
Banana Fo Fana FO/FANA
Amaretto Rose AMO/ROSE
Long Island Iced Tea LIIT
Electric Lemonade ELEC/LEM
Pina Colada PINA
Chocolate Banana CHOC/BAN
Rum Punch R/PUNCH
Bloody Mary B/M
Bloody Caeser CAESER
Greyhound GREY
Black Russian B/RUSS
White Russian WHT/RUSS
Singapore Sling SLING
Tequila Sunrise TEQ SUN
Virgin Pina Colada V/PINA
Joiners Service & Beverage | page 35
Common Cocktail Abbreviations
Abbreviations should always be used. If in doubt, write the whole order out. Speed withabbreviation usage is important, but being able to understand and read abbreviations is vital. Thefollowing abbreviations must be known and learned by all members of the bar personnel.
Beverage/
Cocktail
Abbreviations
ITEM/DESCRIPTION ABBREVIATION
Scotch Whisky (House) SC
Dewars DEW
Cutty Sark CUTTY
J & B JB
Chivas Regal CHIV
Johnnie Walker Red JWRL
Johnnie Walker Black JWBL
Glenfiddich GLEN
Jameson JAMES
Royal Salute ROY SAL
Jim Beam BEAM
Bourbon (House) BOUR
Jack Daniels JD
Wild Turkey TURK
Crown Royal CROWN
Southern Comfort SO CO
Canadian Club CC
Seagrams V.O. VO
Seagrams 7 7
Vodka (House) V
Smirnoff SMIRN
Stolichnaya STOLI
Absolut ABS
Grey Goose Grey.g
Grey Goose Orange Grey.g.o
Gin (House) G
Beefeater BEEF
Tanqueray TANQ
ITEM/DESCRIPTION ABBREVIATION
Bombay BOMB
White Rum W/RUM
Bacardi BAC
Myers’s Dark Rum MYERS
Tequila TEQ
Brandy (House) BR
Napoleon Brandy NAP
Courvoisier V.S.O.P. COUR VSOP
Remy Martin REMY
Remy Martin X.O. XO
Dry Vermouth DRY VERM
Sweet Vermouth SWT VERM
Dubonnet DUB
Campari CAMP
Amaretto AMO
Bailey’s Irish Cream BAIL
Cointreau COIN
Creme De Menthe Green CDMG
Creme De Menthe White CDMW
Drambuie DRAM
Frangelico FRAN
Grand Marnier G/MARN
Kahlua KAH
Tia Maria TIA
Crème De Cacao DarkCR/DE/CAC/DK
Crème De Cacao WhiteCR/DE/CAC/WH
Drink of the Day DOD
Mocktail of the Day MOTD
Wines
WINES ABBREVIATION
House White WW
House Red RW
White Zinfandel WHT/ZINF
Cabernet Sauvignon CAB/SAV
Chardonnay CHARD
Pinot Noir PN
Sauvignon Blanc SAV/BL
Champagne CHAMP
By the Glass (gl) WHT/ZINF
By the Bottle (BTL) CAB SAV SYL
Other Information
OTHER ABBREVIATION
On the Rocks (With Ice) R
Easy Ice ER
Straight Up (No Ice) *
Tall Glass T
Double Measure LGE or DBLE
Virgin (No Alcohol) V
No Glass N
No Salt N/S
Perfect (Equal Amounts Swt & Dry Verm) PER
Sweet SWT
Soda Back S/B
Water Back W/B
Frozen FR
Sport Bottle SP/B
Medium MED
Large MEGA
Beverage/
Cocktail
Abbreviations
Joiners Service & Beverage | page 37
Signature Collection
COCKTAIL ABBREVIATION
Beverly Hills Iced Tea B.H.I.T
Caipirinha CAIP
Mojito MOJO
Passion Daquiri PASS.DAQ
Passionada SIONADA
Raspberry Martini RASP.TINI
Raspberry Fizz RASP.FIZZ
Raspberry Mojito R.MOJO
Ultimate Cooler U.COOL
Watermelon Martini MELON TINI
Passionate Bellini PASS. BELLINI
Rossini ROSSI
Berry Banana B.BANANA
Key West Cooler K.WEST
Peninsula PEN
Tropical Blend T.BLEND
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