RANK CASINOS

BAR AND COCKTAIL TRAINING

TRAINERS NOTES AND SESSION PLANS

These two sets of training modules have been devised to help bring all bar staff in Rank casinos up to a

minimum level of skill and knowledge; and to introduce the new cocktail list being introduced in May.

Training for the trainers on how to run the sessions has already been provided, but if you feel you need

more help before starting this, contact Keith Henry.

The main points to remember are

- This is a coaching programme where you are facilitating learning rather than lecturing. This

requires that you ask open questions and encourage everyone to contribute, and then repeat

what is important or check understanding by asking more questions.

- Learning from each other can be the most effective way for people to learn, so everyone is

encouraged to share their knowledge and skills, and get involved with demonstrations.

- Open questions do not have definitive answers, such as ‘How do you...’, ‘What are the benefits

of...’, ‘Why is it a good idea to...’ etc,

- The sessions can be together in a block while the bar is closed or as individual modules before or

after service. The modules should take between 15-25 minutes. This process can be used with

single individuals such as new starters, adapting the group discussions and activities accordingly.

- Be prepared – each module has a list of what is required for the session, but don’t forget to

include all the requirements if you are running the modules together.

- Keep the sessions light-hearted and fun.

- All bar staff should go through the training. Keep a record of all attendees, initialling an

attendance card for each module

- The result should be more profitable bars and happier staff. You should notice a difference

immediately, but continue to reinforce good behaviour – applaud good customer interaction,

make sure cleaning schedules are adhered to, award spot prizes for successful upselling (try

having have a league table of who is selling the most, or even better give a table for two in your

restaurant as a prize each month to your “star” bar person)

PART 1

NAKED BARTENDING

This is the first set of training sessions, aimed at all bars and bar staff. It will cover some of the basics of

working behind a bar, and should get your staff thinking about why these things are important

At the end of the training, your staff will be able to

Follow hygiene standards and understand the importance of doing so

Understand that selling is part of the bartenders job

Confidently interact with the customer

Understand the sales process and how to encourage more profitable sales

Understand the importance of consistency and know the Rank standards

Have a basic product knowledge of core spirits

The sessions are split in to 4 sessions (do not read these out as they will be asked what they think the

modules will be)

1. Setting the Scene and Keeping it Clean (bar hygiene)

2. Touching the Customer (customer interaction and selling)

3. Serve it well, serve it Consistently (standards and consistency)

4. That’s the spirit (product knowledge)

NAKED BARTENDING - MODULE 1 – SETTING THE SCENE AND KEEPING IT CLEAN

Aims and outcomes – attendees understand why they are going through the training; company cleaning

standards are understood and adhered to; bars are well presented

Requirements – 1) basic bar set up – ice, glassware, garnishes; 2) an old gin bottle filled with water

Reference material – 1) cleaning schedule, 2) Handout 1 – Bar Hygiene

INTRODUCTION

Welcome the group. Thank them for coming. Explain that before you start, you are going to spend a few

minutes getting to know each other a bit better.

Icebreaker – each person is to introduce themselves and say two interesting things about

themselves, one of which is not true. The others take it in turns to guess which is not true,

whoever gets it right goes next. You start – be creative!

ACTIVITY 1 – TRAINING IS THIRSTY WORK - Make a drink suggested by the group. Do it really badly!

Feedback – what was good/bad?

EXPLAIN that these training sessions are going to cover some of the really important, but often simple,

aspects of working in a bar. This is going to be split in to a number of sections, covering the main roles of

a bartender.

GROUP DISCUSSION – “What is the role of a bartender?” - Feedback

EXPLAIN that the sessions for the first group of training will cover

1. Bar hygiene

2. Customer interaction and selling

3. Service standards

4. Product knowledge

TELL - SCENE SETTING – some rules of engagement with these training sessions

1. These sessions are designed to help develop and reinforce good behaviour, not to be lectures

2. Participation and feedback is encouraged

3. Some of the sessions will be hands on

4. Each session should last around 15-25 minutes, they may be run together. Please don’t be late

GROUP DISCUSSION – “Hygiene is the first module. Why is keeping the bar clean so

important?”

Invite and encourage responses – repeat that a clean bar results in untainted drinks, is efficient,

minimises wear and tear, is a place where your customers will be happy to drink, and you are safe to

work.

ASK if everyone has seen the Bar Cleaning Schedule, if not hand one out or highlight where it is kept.

EXPLAIN that it is everyone’s responsibility to be well presented and to maintain the bar, using quiet

time to clean down shelves and polish bottles, but also that keeping the bar tidy and hygienic during

service is a crucial part of the bar team’s job.

ACTIVITY 2 – KEEPING IT CLEAN

1. Ask someone to make a gin & tonic with a slice of lime (use water filled bottles)

2. Take feedback on what could be improved

3. Distribute HANDOUT 1 - BAR HYGIENE

4. Ask another person to make a gin & tonic following these guidelines

Explain that Storage of products and equipment also falls within hygiene. Make sure any spoilable goods

are rotated in storage (in at the back, out at the front), items with a use by date are marked with the

date of opening and all bar equipment is kept in the specified places, not lying around or in the sink.

SESSION END – CHECK UNDERSTANDING

Possible Wrap-Up Questions

- Does anyone have any questions about hygiene in the bar?

- Who can tell me where the cleaning schedule is kept?

- How often should shelves be cleaned?

- Who can remember the 4 modules of this training program?

Thank you! Either move on to the next module or set the time for the next session

NAKED BARTENDING - MODULE 2 – TOUCHING THE CUSTOMER

Aims and outcomes – attendees understand the importance of engaging with customers; they can

confidently greet and ‘welcome back’ the customer; they will understand the profit opportunity of

different drinks and upselling, with some ideas of how to upsell to practice.

Requirements – 1) basic bar set up – ice, glassware, garnishes; 2) an old gin bottle filled with water; 3)

sufficient pens and paper for all attendees to scribble on.

Reference material – 1) cost/selling price examples and 2) Six Steps of Sales handout

INTRODUCTION

Explain that this is the second module. If being conducted at a different time to the first module, start by

asking for people to call out the most important aspects of hygiene when working behind a bar.

ASK – who can think why it is called “Touching the Customer”?

EXPLAIN – customer interaction is a key part of a bartenders job, providing entertainment and

encouraging the customer to spend more money.

ACTIVITY 3 – THE PROFIT OPPORTUNITY

1. Distribute Handout 2 – Cost and Selling Price Examples

2. In pairs, ask everyone to fill them in, allow 1 minute

3. Ask what the result highlight

EXPLAIN – that large measures and/or premium products make the most profit and it is the bar tenders

job to make money.

ACTIVITY 4 – THE SELL

1. WORKING IN PAIRS, ask one person to come to the bar as a customer and request a gin and

tonic, the other is the bartender. The bartender should sell more than the customer asked for.

2. Feedback

3. Distribute - Handout 3 - Six Steps of Sales sheet. Explain the main categories

4. Repeat - Ask another couple to repeat the process, thinking about each of the steps

EXPLAIN a bartenders job is firstly to keep the customer happy so they come back, and secondly to

encourage them to spend as much as possible.

SESSION END – CHECK UNDERSTANDING - Possible Wrap-up Questions - Why do we interact with the

customer? Should you try to upsell to all customers? What are the Six Steps of Sales?

Thank you! Either take a break before moving on to the next module or set the time for the next

session

NAKED BARTENDING - MODULE 3 – SERVE IT WELL, SERVE IT CONSISTENTLY

Aims and outcomes – attendees will gain awareness of the minimum standards set by Rank; attendees

will understand some simple techniques to present a drink well

Requirements – 1) basic bar set up – ice, glassware, garnishes; 2) water filled gin bottle

Reference material – Bar Standards and Cocktail guides

INTRODUCTION

Recap first two modules if being conducted separately. Explain that this module will look at delivering

consistent service standards.

GROUP DISCUSSION – “Why are standards and consistency important?”

FEEDBACK – Standards make sure the customer gets a superior drinking experience; this must be

consistent is between staff and casinos because Grosvenor and G are national brands.

EXPLAIN– the customer is always right, so if they want a drink prepared differently, then they should be

able to!

ACTIVITY 5 – STANDARDS

1. In Pairs – take 1 minute to write down how a gin & tonic should be served

2. One pair to volunteer to come to the bar to make a G&T - one to be the customer

3. Ask if anyone has any comments – do not forget to reinforce hygiene or selling practices

4. Distribute - Bar Standards and Cocktail Guides – locate the Standards page then the G&T page

a. Read out each of the standards, and check if everyone agrees and understands

5. Ask another pair to make a G&T, and see if there is any difference this time

SESSION END – CHECK UNDERSTANDING

Possible Wrap-Up Questions

- Why is important that we make drinks consistently?

- Can we deviate from these standards?

- How much ice should you put in a spirit + mixer?

Thank you! Either move on to the next module or set the time for the next session.

NAKED BARTENDING - MODULE 4 – THAT’S THE SPIRIT

Aims and outcomes – attendees will know the basic categories of spirits and their raw materials,

common drinks, and premium upsell ranges

Requirements – 1) bar set up, 2) a box of straws if allowing tasting

Reference material – none

Tip – The following module is unstructured and is an opportunity to learn from each other. It is a

good idea to allow staff to taste products so that they can see the customer benefit of buying a

premium brand (eg Smirnoff versus Grey Goose). Dip straws into a single sample glass to minimise the

amount used.

Tip – encourage staff to read the bottles, either during this exercise or when they are not busy,

there is a wealth of knowledge on them!

INTRODUCTION - TELL the group that this module is about product knowledge and they are going

to have a chance to demonstrate their knowledge about the brands that are behind the bar, and

find out more about the brands that are new to them.

Decide which is the first category and ask a member of the group to come behind the bar.

There function will be to identify bottles and do not need to be knowledgeable.

The group should first shout out what they know about the category (country of origin, raw material,

etc) before the volunteer finds the house brand. Ask what the group knows about this brand before

moving on to another brand from the same spirits category. See if the group can identify differences

between each product. The person behind the bar can use the label to check for accuracy of comments.

Cover as many brands as you can in the time available.

When a category is finished, ask another volunteer to lead the next category.

Vodka - A near tasteless, distilled drink. - Originated in Poland and Russia using

wheat, rye or potato - Mixes well with soft drink and in cocktails. - Common serve: Vodka & Coke - Upsell – double, premium brand, cocktail - Benefits of premium brand - very smooth

and neutral; aspirational (ie you look good!); purer so less hangover

Gin - Essentially a juniper flavoured vodka - Flavoured using ‘botanicals’ - Common Serve: Gin & Tonic - Benefits of premium brands – different

flavours, purity, balance

Rum - Made from sugar cane in any country that

grows sugar cane - A wide variety of flavours and types of rum

– white, golden, dark, different styles from different countries

- Production technique and ageing can vary significantly, but most rums are aged which produces the golden colour. White rums have normally been filtered through charcoal to remove the colour.

- Can be flavoured or spiced - Common Serve: Bacardi & Coke - Benefits of premium brands - flavour,

complexity, smoothness

Whisky - Made from grain and aged in wood for at

least 3 years - Scotch whisky – blended grain + malt

whisky to give a smooth easy style - Scotch Malt whisky – from a single

distillery and made entirely from malted barley, double distilled in pot stills which give a lot of flavour, can smoke the malted barley to give more smoky or peaty flavour, or Islay malts have a medicinal taste from the peaty water. Generally aged at least 10 years

- Irish whisky – triple distilled, generally unpeated, easy drinking style

- American Whiskey (the ‘e’ is added to non British or Canadian whiskies)

- Bourbon – made mostly from maize (corn), unfiltered, and aged quickly in hot sheds

- Jack Daniels – this is a Tennessee whiskey, not a bourbon as it is filtered

- Common Serve: On the rocks - Benefits of premium brands

Cognac - Made from pot distilled wine just north of

Bordeaux in France - VS aged a minimum 2 years, VSOP 4 years,

XO 6 years, most cognacs will have some older brandy in them to give a deeper and smoother taste

- Common Serve: neat or with Coke - Benefits of premium brands

Tequila - Made from the agave plant in Mexico,

which takes 8 years before it is harvested - The agave is actually more similar to a lily

than a cactus. - Most tequila made from is a mix of

fermented agave juices and other sugars, which produce a tequila that is best shot with lime and salt and can result in a bad head. Premium tequila is made from 100% agave and can be sipped

- Common Serve: neat or in a cocktail

Liqueurs - Sweetened and generally of a lower

alcohol level - Generally flavoured with Fruit, Cream,

Nuts or Herbs

SESSION END – CHECK UNDERSTANDING

Thank you! Explain that this is the end of the general training sessions. If you are planning to run the

cocktail sessions with them, set the time or take a longer break and carry on when you have set the

bar up for it.

PART 2

COCKTAIL TRAINING

This is the second set of training sessions, cumulating in the practicing of making the new cocktail list.

At the end of the training, your staff will be able to

Organise their workstation efficiently and understand the impact of merchandising the bar

Plan the requirements for a shift, keeping ingredients fresh and minimising wastage

Confidently prepare garnishes and use cocktail equipment

Produce the Rank cocktail range consistently

The sessions are split in to 4 sessions

1. Cocktail Preparation

2. Equipment and Techniques

3. The Bar is Your Stage

4. The Cocktail range

COCKTAILS, MODULE 1 – COCKTAIL PREPARATION

Aims and outcomes – basic understanding of cocktails; the importance of ice; how to prepare and use

garnishes; how to prepare and plan for juices and mixes

Requirements – basic bar with glasses and ice; garnishes – lemons, limes, oranges, mint, salt; cigarette

lighter; granulated sugar; hot and cold water; juicer.

Reference material – Bar Standards and Cocktail guides

INTRODUCTION

TELL - Explain the aims and second set of modules on cocktail training, and that this follows on

from the previous training. Also explain that this will be hands on, with lots of opportunities to

practice the tips on cocktail making.

There are many stories about where the word Cocktail came from: from the use of a Cock’s Tail feather

to indicate to tea totallers that a drink contained alcohol; to the combination of the dregs, the ‘tails’,

from a spirits barrel taps, the’ cocks’, being mixed together to make them taste better; to a distortion of

the Latin for distilled water which is ‘aqua decocta’. The Sazerac is one of the first recorded cocktails.

ASK - “What are the main liquid parts of a cocktail?”

Take feedback and explain that a cocktail will normally consist of

Base – the chief ingredient, normally the alcohol

Modifier(s) – an additional flavour that adds complexity and taste to the drink for example

liqueurs, citrus, herbs, cream

Mixer – usually non-alcoholic, which again adds flavour but also balances and lengthens the

drink for example fruit juice or a carbonated mixer

Other than the theatre of production, you can recognise a cocktail by the presentation of the

glass and garnish. However, the single most important of making a cocktail is the ice.

GROUP DISCUSSION – “What is the Purpose of the Ice?”

Feedback – to chill and to dilute. Generally the amount of dilution should be kept to the minimum, so

only fresh, dry ice should be used, and lots of it. ICE KEEPS ICE COLD!

ACTIVITY 1 – GARNISH DEMONSTRATION

Hand out the Bar Standards and Cocktail Guide and invite a trainee to come to the bar to demonstrate

1. Lemon Slice (cut a lemon in half, remove either end, and slice)

2. Lime Wedge (cut in to 6’s. Demonstrate squeezing the juice into a glass and rimming)

3. Lemon Twist (cut a thin strip and twist over a martini glass with water – show the oils to the

group)

4. Mint Sprig (Slap it against your hand and present in a tall glass filled with ice and water to

demonstrate appearance and aroma)

5. Flaming Orange Zest (bending the orange peel inwards and so the flames shoot over the top of a

martini glass – pass the glass round for people to smell)

6. Half salt rim

EXPLAIN than Fresh Fruit should be stored in the fridge and will keep much better than cut garnishes, so

only prepare what you think you will need for the coming service. Most garnishes can be prepare quickly

while making the cocktails, so it is best to under-prepare garnishes then make more if the night is busy.

Keep mint damp either in a glass of water or between moistened paper towels.

EXPLAIN that there is a sour mix in the Bar Standards and Cocktail Guide, and that it should be made

fresh every day. Again, this can be made in 5 minutes, so there is no need to make more than is

expected for the evening.

SESSION END – CHECK UNDERSTANDING

Possible wrap-up questions

Who can suggest the best ways to reduce wastage when making cocktails

What is the recipe for sour mix

How do you release the aroma from mint

Thank you! Either move on to the next module or set the time for the next session.

COCKTAILS, MODULE 2 – COCKTAIL EQUIPMENT AND TECHNIQUES

Aims and outcomes – confident use of standard equipment and techniques

Requirements – basic bar with glasses, ice, water filled spirits bottles with speed-pours, measures,

Boston shakers with glass, Hawthorn strainers, muddler, fine strainer, garnishes.

Reference material – Bar Standards and Cocktail guides

INTRODUCTION

Explain that you will now look at the main cocktail techniques. There will be a chance to try these

out.

ACTIVITY 2 – EQUIPMENT AND TECHNIQUES

Using the instructions from the Bar Standards and Cocktail Guide, demonstrate each of the techniques

below, explaining the equipment and how to use it. After each demonstration, ask a volunteer to copy

what was done.

TIP – if you are running these sessions together, only repeat each technique once. If you are

running the sessions separately, you can practice the techniques by making cocktails from the

Rank list. Repetition is very important when learning something new.

Build

Concentrate on the way the liquids are measured and amount of ice. Make sure drinks

are finished properly with the garnish

Shake and Strain

Ask people to try different shaking techniques. Show group how break seal then remove

Boston Glass by giving a quick twist to avoid drips

Tell the group never to shake fizzy drinks (demonstrate with sparkling water if you want)

Stir and Strain

Try keeping the bar in the Boston glass when straining for extra theatre

Muddle

Tell them how important it is to use a strong glass and be careful. Never use a Collins.

Float

You can also demonstrate layering Baileys over a syrup in a shot glass, pouring the

measured Baileys over a bar spoon, floating a spirit on top

SESSION END – check understanding

Thank you! Either move on to the next module or set the time for the next session.

COCKTAILS, MODULE 3 – THE BAR IS YOUR STAGE

Aims and outcomes – an understanding of how the bar layout improves productivity and maximises

sales; confidence to practice advanced bartending techniques to give greater visual impact

Requirements – basic bar with glasses, ice, measures and water filled spirits bottles with speed-pours

Reference material – Bar Standards and Cocktail guides, Handout 4 Merchandising the Bar parts 1 & 2

INTRODUCTION

Explain that like keeping the bar clean and tidy, the bar tender is also responsible for making

sure the bar is laid out in an appropriate way. This should consider the operational aspects of

working the bar; and the impact that presentation has on the customers

ACTIVITY 3 – the 360 Degree Workstation

Explain the theory of the 360 Degree Workstation – that 95% of all ingredients required to serve

standard customer requests are accessible by only taking one step to the left or right, and rotating.

“What are the benefits of this?”

Main points – Efficient and do not need to walk away from the customer so can keep talking to them.

ACTIVITY 4 – Blindfolded Bartending (requires a bar with a speed rail)

Explain that if a bar is set out correctly, it should be possible to prepare simple drinks without taking

your eyes of the customers.

Ask a volunteer to come behind the bar, give them a chance to review the layout, then ask them to

make a vodka and coke without looking down. For added panache, demonstrate Two Handed

Bartending by presenting the finished drink while cleaning the bar-top with a napkin in their other hand!

ACTIVITY 5 – Merchandising the Bar

1. Explain that the bar is a shop window and every inch should be used to maximise sales

2. Distribute Handout 4 – Part 1 Merchandising your Bar. Follow the instructions

3. Distribute Handout 4 – Part 2 Merchandising your Bar. Take time to read theory

Tip – if you have time, allow your staff to re-arrange the bar. Walk back in when they have

finished, seeing what a new customer would see.

SESSION ENDS – Check understanding

COCKTAILS, MODULE 4 – THE RANK COCKTAILS

Aims and outcomes – competent production of the Rank cocktail range

Requirements – Full bar with garnishes and ice; cocktail equipment

Reference material – Bar Standards and Cocktail guides

INTRODUCTION

Explain that this is the final part in these training sessions, and everyone will get a chance making

and sampling the Rank Casinos cocktail range.

Tip – you will not be able to make all the cocktails in one session, so make sure a range of

techniques and styles of cocktails are covered. If everyone is not comfortable with making the

cocktails after this session, arrange a second session to try some more.

ACTIVITY 6 – THE COCKTAILS!

Ask a volunteer to come behind the bar and make a drink following the instructions from the guide. A

second member of the group can be the customer and select the cocktail to make.

Each cocktail should be tasted by all members of the group by dipping a straw into it and holding a

finger over the top of the straw.

Everyone makes comments about whether the drink was made well and any suggestions for

improvements (the way the cocktail was made rather than the recipe)

The next customer chooses a new cocktail for the next person to prepare.

Remember everything from the previous sessions – make sure everyone is keeping the bar tidy;

putting bottles back; conversing with the customer; making eye contact, etc.

SESSION END

If you have time, spend 5 minutes at the end of the session asking questions about previous topics

covered.

Thank everyone for coming, and remind them to practice everything that they have learnt.