Mastery of service

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Presentation from the Pioneers of Mixology Roadshow, March 2011

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Mastery of service

  1. 1.   The Institute for Mindful Bartending presents The Mastery of Service Presented by: Aisha Sharpe & Dushan Zaric 1Monday, March 14, 2011
  2. 2. http://www.slideshare.net/dzaric/mastery-of-service-7251942 2Monday, March 14, 2011
  3. 3. Aisha Sharpe * 15 + years of Experience behind Bars * Co-Owner of Contemporary Cocktails Inc * Bartender * Consultant * Trainer * Thinker * Trend setter * Magician aisha@contemporarycocktailsinc.com 3Monday, March 14, 2011
  4. 4. Dushan Zaric * 18 + years of Experience behind Bars * Co-Owner of Employees Only and Macao Trading Co NYC * Principal Bartender * Consultant * Author * Trainer * Thinker * Trend setter * Magician dushanzaric@gmail.com 4Monday, March 14, 2011
  5. 5. “Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue-we decide how we want to do things and set our own standards for service. Hospitality, on the other hand is a dialogue. To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.” Danny Meyer – Setting the Table 5Monday, March 14, 2011
  6. 6. Who is the Bartender? What are his/her aims? What is the Bartender really selling? 6Monday, March 14, 2011
  7. 7. The Bartender MIXOLOGIST CONFIDENCE SAGE ROCK STAR 7 A Balanced union of three equally developed partsMonday, March 14, 2011
  8. 8. The Mixologist “Walking drink encyclopedia”Monday, March 14, 2011
  9. 9. The Rock Star “ Paaaartieeee!”Monday, March 14, 2011
  10. 10. The Sage “Pay attention to the intention!”Monday, March 14, 2011
  11. 11. The Bartender STABILITY CONTENTMENT CLARITY INTENSITY 11 7 A Balanced union of three equally developed partsMonday, March 14, 2011
  12. 12. Contentment: –noun 1. the state of being contented; satisfaction; ease of mind. 2. Archaic . the act of making contentedly satisfied. — adj 1. mentally or emotionally satisfied with things as they are 2. assenting to or willing to accept circumstances, a proposed course of action, etc 12Monday, March 14, 2011
  13. 13. “It all depends on how we look at things, and not how they are in themselves” – Carl Gustav Jung 13Monday, March 14, 2011
  14. 14. Every impression we receive is affecting us subjectively! 14Monday, March 14, 2011
  15. 15. 15Monday, March 14, 2011
  16. 16. 16Monday, March 14, 2011
  17. 17. 17Monday, March 14, 2011
  18. 18. Remember - You never know who is sitting in front of you... 18Monday, March 14, 2011
  19. 19. 3 Main Objectives for every Bartender FILL ME!!! First SecondMonday, March 14, 2011
  20. 20. Third and MOST Important! Customers leave HAPPYMonday, March 14, 2011
  21. 21. “Your most important job as a bartender is to think about how you can make a cocktail that the guest will think is great. Never forget this. This is fundamental if you want to master the way of the cocktail”. - Master Kazuo Uyeda, Cocktail Techniques 21Monday, March 14, 2011
  22. 22. Step 1: Realizing the importance of proper Service attitudeMonday, March 14, 2011
  23. 23. Step 1: Realizing the importance of proper Service attitudeMonday, March 14, 2011
  24. 24. Step 2: Visualizing oneself as the perfect professional and example to othersMonday, March 14, 2011
  25. 25. Step 2: Visualizing oneself as the perfect professional and example to othersMonday, March 14, 2011
  26. 26. Step 3: Building the Working Character: Becoming the Vision Re-Identify !Monday, March 14, 2011
  27. 27. Let’s do an exercise... 27Monday, March 14, 2011
  28. 28. Remember and describe a night within the last 6 months when you were in the “zone”, ina state of mindful bartending.1) What were your thoughts of?2) How did you feel emotionally and what sensations were present?3) How did you feel physically and how did your body move throughout the night? 28Monday, March 14, 2011
  29. 29. Reality of the SituationMonday, March 14, 2011
  30. 30. Me as I think I am Me as I really am I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I IMonday, March 14, 2011
  31. 31. OR…Monday, March 14, 2011
  32. 32. Y’all don’t know me!   Me as I think I amMonday, March 14, 2011
  33. 33. Me as I really am…Monday, March 14, 2011
  34. 34. Or… actually, it’s more like this:Monday, March 14, 2011
  35. 35. Monday, March 14, 2011
  36. 36. How do we confirm this for ourselves?Monday, March 14, 2011
  37. 37. Usually it’s: OBSERVATION OBJECT ME OBSERVING or PHENOMENONMonday, March 14, 2011
  38. 38. But, the Trick is: Self-ObservationMonday, March 14, 2011
  39. 39. OBJECT or ME OBSERVING SELF & PHENOMENON AT THE SAME TIME !Monday, March 14, 2011
  40. 40. Or, more simply…Monday, March 14, 2011
  41. 41. Me, working…Monday, March 14, 2011
  42. 42. Me, remembering to watch myself…Monday, March 14, 2011
  43. 43. Me, beginning to witness, inviting clarity…Monday, March 14, 2011
  44. 44. Me, Witnessing (observing) Self, While Working…Monday, March 14, 2011
  45. 45. 45Monday, March 14, 2011
  46. 46. The Marble Exercise Remember * Impermanence * Lineage 46Monday, March 14, 2011
  47. 47. Mechanics of “Attention”Monday, March 14, 2011
  48. 48. Good night’s rest…. Z Z ZMonday, March 14, 2011
  49. 49. … Charges our batteries ….Monday, March 14, 2011
  50. 50. … and our Energy or “Force” flows easy, Providing nourishment.Our Attention is therefore free, not constricted and easily directed.Monday, March 14, 2011
  51. 51. … In the Morning, I start my day… … the News suck…I get “involved”, “identified”, “excited”, . . .Monday, March 14, 2011
  52. 52. Clog of negativityMonday, March 14, 2011
  53. 53. Attention is captured Life Force, Energy, ...Monday, March 14, 2011
  54. 54. … Then a phone call from work … “ the other Bartender is sick. Can you work a double today?”Monday, March 14, 2011
  55. 55. … sure, I say yes. But inside I am not happy…What about my plans? Did he HAVE to get sick today??? Poor me… Blah, Blah, Blah…Monday, March 14, 2011
  56. 56. More clogs of negativityMonday, March 14, 2011
  57. 57. Monday, March 14, 2011
  58. 58. Traffic sucks too… The President is in town. I am going to be late for work…Monday, March 14, 2011
  59. 59. More and more clogs of negativityMonday, March 14, 2011
  60. 60. Monday, March 14, 2011
  61. 61. … Finally, at work instead of OR…Monday, March 14, 2011
  62. 62. … I feel like…Monday, March 14, 2011
  63. 63. … I am shoveling coal all night…Monday, March 14, 2011
  64. 64. …and then I look for remedy in the wrong place…Monday, March 14, 2011
  65. 65. Monday, March 14, 2011
  66. 66. Monday, March 14, 2011
  67. 67. 67Monday, March 14, 2011
  68. 68. Monday, March 14, 2011
  69. 69. Monday, March 14, 2011
  70. 70. Monday, March 14, 2011
  71. 71. … and very soon, it’s the usual terror of the situation!Monday, March 14, 2011
  72. 72. And at the end of the night…Monday, March 14, 2011
  73. 73. Sad…Monday, March 14, 2011
  74. 74. Can I change this?Monday, March 14, 2011
  75. 75. Yes! Easy…Monday, March 14, 2011
  76. 76. … In the Morning, I start my day… …I enjoy my coffee and juice. I focus on the positive. I don’t let my self get captured. The News is always the same…it is always bad…that is what they are selling.Monday, March 14, 2011
  77. 77. Monday, March 14, 2011
  78. 78. … Then a phone call from work … “ the other Bartender is sick. Can you work a double today?”Monday, March 14, 2011
  79. 79. Sure. I’ll be there. “Oh Well…Poor Steve with a flu. Too bad I need to cancel my plans for the night. But Steve is in trouble and he needs me to help him out”.Monday, March 14, 2011
  80. 80. Monday, March 14, 2011
  81. 81. Traffic is jammed… The President is in town. It seems that I’ll be late for work, there isn’t much I can do about it…I better call and let them know.Monday, March 14, 2011
  82. 82. Monday, March 14, 2011
  83. 83. … Finally, at work, I Rock…Monday, March 14, 2011
  84. 84. … and Roll…Monday, March 14, 2011
  85. 85. I am not emotionally identified, and hence not prone to drama…Monday, March 14, 2011
  86. 86. I am observing myself in Real-Time. Mindfulness arises as a consequence. Taking the suffering and imagination away.Monday, March 14, 2011
  87. 87. My Attention is free and I focus it outwardly on Service and inwardly on Clarity, Stability & Intensity! 87Monday, March 14, 2011
  88. 88. And so…by the End of the Night… … AndMonday, March 14, 2011
  89. 89. … my battery is Full !Monday, March 14, 2011
  90. 90. How will this affect me in reality?Monday, March 14, 2011
  91. 91. 1) My life in general will get better for I will be more aware of myself and other people.Monday, March 14, 2011
  92. 92. 2) My hospitality and service will enhance naturally as a consequence of my understanding.Monday, March 14, 2011
  93. 93. 3) The quality of my cocktails will increase since I will be aware of myself when I am making them!Monday, March 14, 2011
  94. 94. Really?Monday, March 14, 2011
  95. 95. Really!Monday, March 14, 2011
  96. 96. Let’s do an experiment …Monday, March 14, 2011
  97. 97. Negroni 1 1/4 ounces (37 ml) Plymouth Gin 1 1/4 ounces (37 ml) Campari 1 1/4 ounces (37 ml) Sweet (Italian) vermouth 1 orange twist, for garnish Directions Pour all ingredients into a mixing glass. Add large cold ice and stir for 40 revolutions. Strain into a chilled cocktail glass. Garnish with orange twist.Monday, March 14, 2011
  98. 98. How and Why is this happening?Monday, March 14, 2011
  99. 99. Distilled Spirits contain between 50-60% WaterMonday, March 14, 2011
  100. 100. Fresh squeezed Juices, Syrups, Tonics & Cordials between 70-85% WaterMonday, March 14, 2011
  101. 101. Plus dilution from a healthy shake or a proper stirMonday, March 14, 2011
  102. 102. Means that a cocktail is almost 80% water!Monday, March 14, 2011
  103. 103. Monday, March 14, 2011
  104. 104. Can my mood, the quality of my inner state, my mindfulness, influence the water molecules? H2OMonday, March 14, 2011
  105. 105. Masaru Emoto claims that it can.Monday, March 14, 2011
  106. 106. “Gratitude”Monday, March 14, 2011
  107. 107. “Love”Monday, March 14, 2011
  108. 108. “Compassion”Monday, March 14, 2011
  109. 109. “Peace”Monday, March 14, 2011
  110. 110. “Anger”Monday, March 14, 2011
  111. 111. “Hate” Thoughts of murderMonday, March 14, 2011
  112. 112. “Of course it matters in what kind of mood I am when I enter the distillery”. – Miles Karakasevic, 12 th generation Master Distiller, Domaine CharbayMonday, March 14, 2011
  113. 113. Remember Grandma’s cooking?Monday, March 14, 2011
  114. 114. With her cooking she wanted to please you. Your happiness was her only goal.Monday, March 14, 2011
  115. 115. That’s why it tasted so good. It was loaded with a special ingredient…Monday, March 14, 2011
  116. 116. … [Fill in the Blank] …Monday, March 14, 2011
  117. 117. CONCLUSIONMonday, March 14, 2011
  118. 118. WHETHER YOU JIGGER OR FREE POUR… LEARN TO POUR A PART OF YOURSELF INTO YOUR COCKTAILS.Monday, March 14, 2011
  119. 119. Otherwise, a machine could make far better drinks then us…and we’ll never admit that, will we?Monday, March 14, 2011

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