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Moscow mastery of service Presentation Transcript

  • 1. 
 The Institute for Mindful Bartending presents The Mastery of ServicePresented by:Dushan Zaric 1
  • 2. http://www.slideshare.net/dzaric 2
  • 3. Dushan Zaric* 18 + years of Experience behind Bars* Co-Owner of Employees Only and Macao Trading CoNYC* Principal Bartender* Consultant* Author* Trainer* Thinker* Trend setter* Magiciandushanzaric@gmail.com 3
  • 4. “ Service is a monologue-we decide how we wantto do things and set our own standards forservice. Hospitality, on the other hand is adialogue. To be on a guest’s side requires listeningto that person with every sense, and following upwith a thoughtful, gracious, appropriate response.It takes both great service and great hospitality torise to the top.” Danny Meyer – Setting the Table 4
  • 5. What qualities do you look for in your bartender? 5
  • 6. "Bartending is an old and honorable trade.It is not a profession and I have nosympathy with those who try to make itanything but what it was. The idea ofcalling a bartender a professor or amixologist is nonsense. ... ” Patrick Gavin Duffy, 1933 6
  • 7. The Bartender MIXOLOGIST CONFIDENCE SAGE ROCK STAR 7 A Balanced union of three equally developed parts
  • 8. The Mixologist“Walking drink encyclopedia”
  • 9. The Rock Star “ Paaaartieeee!”
  • 10. The Sage“Pay attention to the intention!”
  • 11. The Bartender STABILITY CONTENTMENT CLARITY INTENSITY 11 7 A Balanced union of three equally developed parts
  • 12. Contentment:–noun1. the state of being contented; satisfaction; ease of mind.2. Archaic . the act of making contentedly satisfied.— adj1. mentally or emotionally satisfied with things as they are2. assenting to or willing to accept circumstances, a proposedcourse of action, etc 12
  • 13. “It all depends on how welook at things, and not how they are in themselves” – Carl Gustav Jung 13
  • 14. Every impression wereceive is affecting us subjectively! 14
  • 15. 15
  • 16. 16
  • 17. 17
  • 18. Remember - You never know who is sitting in front of you... 18
  • 19. 3 Main Objectives for every Bartender FILL ME!!! First Second
  • 20. Third and MOST Important! Customers leave HAPPY
  • 21. “Your most important job as a bartenderis to think about how you can make acocktail that the guest will think isgreat. Never forget this. This isfundamental if you want to master theway of the cocktail”. - Master KazuoUyeda, Cocktail Techniques 21
  • 22. Step 1:Realizing the importance of proper Service attitude
  • 23. Step 1:Realizing the importance of proper Service attitude
  • 24. Step 2:Visualizing oneself as the perfect professional and example to others
  • 25. Step 2:Visualizing oneself as the perfect professional and example to others
  • 26. Step 3:Building the Working Character: Becoming the Vision Re-Identify !
  • 27. Let’s do an exercise... 27
  • 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? 28
  • 29. Reality of the Situation
  • 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 I
  • 31. OR…
  • 32. Y’all don’t know me! 
Me as I think I am
  • 33. Me as I really am…
  • 34. Or… actually,it’s more like this:
  • 35. How do weconfirm this for ourselves?
  • 36. Usually it’s: OBSERVATION OBJECTME OBSERVING or PHENOMENON
  • 37. But, the Trick is:Self-Observation
  • 38. OBJECT orME OBSERVING SELF & PHENOMENON AT THE SAME TIME !
  • 39. Or,more simply…
  • 40. Me, working…
  • 41. Me, remembering to watch myself…
  • 42. Me, beginning to witness, inviting clarity…
  • 43. Me, Witnessing (observing) Self, While Working…
  • 44. 45
  • 45. The Marble Exercise Remember* Impermanence* Lineage 46
  • 46. Mechanics of“Attention”
  • 47. Good night’s rest….Z Z Z
  • 48. … Charges our batteries ….
  • 49. … and our Energy or “Force” flows easy, Providing nourishment.Our Attention is therefore free, not constricted and easily directed.
  • 50. … In the Morning, I start my day…… the News sucks…I get “involved”, “identified”, “excited”, . . .
  • 51. Clog of negativity
  • 52. Attention is capturedLife Force, Energy, ...
  • 53. … Then a phone call from work … “ the other Bartender is sick.Can you work a double today?”
  • 54. … sure, I say yes. But inside I am nothappy…What about my plans? Did heHAVE to get sick today??? Poor me… Blah, Blah, Blah…
  • 55. More clogs of negativity
  • 56. Traffic sucks too…The President is in town. I am going to be late for work…
  • 57. More and more clogs of negativity
  • 58. … Finally, at work instead of OR…
  • 59. … I feel like…
  • 60. … I am shoveling coal all night…
  • 61. …and then Ilook for remedy in the wrong place…
  • 62. … and very soon, it’s the usual terror of the situation!
  • 63. And at the end of the night…
  • 64. Sad…
  • 65. Can I change this?
  • 66. Yes!Easy…
  • 67. … In the Morning, I start my day……I enjoy my coffee and juice. I focus on the positive. I don’t letmy self get captured. The News is always the same…it is alwaysbad…that is what they are selling.
  • 68. … Then a phone call from work …“ the other Bartender is sick. Can you work a double today?”
  • 69. Sure. I’ll be there. “Oh Well…Poor Steve with a flu. Toobad I need to cancel my plans for the night. But Steve is in trouble and he needs me to help him out”.
  • 70. Traffic is jammed…The President is in town. It seems that I’ll be late forwork, there isn’t much I can do about it…I better call and let them know.
  • 71. … Finally, at work, I Rock…
  • 72. … and Roll…
  • 73. I am not emotionally identified, and hence not prone to drama…
  • 74. I am observing myself in Real-Time.Mindfulness arises as a consequence. Taking the sufferingand imagination away.
  • 75. My Attention is free and I focus it outwardly on Service and inwardly onClarity, Stability & Intensity! 86
  • 76. And so…by the End of the Night… … And
  • 77. … my battery is Full !
  • 78. Best Practices:* Get enough sleep every night - especiallybefore a shift* Have regular physical exercise* Cultivate quieting down (meditating)before shift* During shift, in times of stress, return toyour breath 89
  • 79. How will thisaffect me in reality?
  • 80. 1) My life in general will get better for I will be more aware of myself and other people.
  • 81. 2) My hospitality and service will enhance naturally as aconsequence of my understanding.
  • 82. 1200 sq. ft., open 70 hours/week. Full restaurant 2008: 139,443 cocktails sold + 97,098 highballs & straight liquor.Total spirit revenues: $4, 620,000. 93
  • 83. 3) The quality of my cocktails willincrease since I will be aware of myself when I am making them!
  • 84. Really?
  • 85. Really!
  • 86. Let’s do anexperiment …
  • 87. Negroni1 1/4 ounces (37 ml) Plymouth Gin1 1/4 ounces (37 ml) Campari1 1/4 ounces (37 ml) Sweet (Italian)vermouth1 orange twist, for garnishDirectionsPour all ingredients into a mixing glass.Add large cold ice and stir for 40revolutions. Strain into a chilled cocktailglass. Garnish with orange twist.
  • 88. How and Why isthis happening?
  • 89. Distilled Spirits contain between 50-60% Water
  • 90. Fresh squeezed Juices,Syrups, Tonics & Cordials between 70-85% Water
  • 91. Plus dilution from a healthy shake or a proper stir
  • 92. Means that a cocktail is almost 80% water!
  • 93. Can my mood, the quality of my innerstate, my mindfulness, influence the water molecules? H2O
  • 94. Masaru Emoto claims that it can.
  • 95. “Gratitude”
  • 96. “Love”
  • 97. “Compassion”
  • 98. “Peace”
  • 99. “Anger”
  • 100. “Hate” Thoughts of murder
  • 101. “Of course it matters in what kind of mood I am when I enter the distillery”. – Miles Karakasevic, 12 thgeneration Master Distiller, Domaine Charbay
  • 102. Remember Grandma’s cooking?
  • 103. With her cooking she wantedto please you. Your happiness was her only goal.
  • 104. That’s why it tasted so good.It was loaded with a special ingredient…
  • 105. … [Fill in the Blank] …
  • 106. CONCLUSION
  • 107. WHETHER YOU JIGGER OR FREE POUR…LEARN TO POUR A PART OF YOURSELF INTO YOUR COCKTAILS.
  • 108. Otherwise, a machine could make farbetter drinks then us…and we’ll never admit that, will we?
  • 109. dushanzaric@gmail.com 121