Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
MODERN SERVICEPROFESSIONAL (MSP)  SERIES - WEEK #1
ITINERARY•   Old Fashioned - 15 mins•   MSP Module #1 - 30 mins•   Martini - 15 mins•   MSP Module #2 - 30 mins•   Tips fo...
Who is  justcocktails.org?justcocktails.org works with hospitality business’, hotels, bars, and clubs                    a...
3 GOLDEN RULES OF   HOSPITALITY   Make Every Customer Smile!    Encourage and “Optimal Spend”     Give a reason to return ...
what	  makes	  up	  a	  modern	  service	               professional?       Knowledgemoreover,	  what	  makes	  a	  good	 ...
Knowledge	  is	  the	  key	  to	  mastering	  any	  skill	  or	  prac5ce.Knowledge	  can	  be	  divided	  up	  into	  phys...
The	  process	  of	  learning                         Development	  of	  skill	  sets	  such	  a	  bartending	  and	  serv...
The	  process	  of	  learning                      Development	  of	  skill	  sets	  such	  a	  bartending	  and	  serving...
knowledge technical	  |ˈteknikəl| Adjec2ve 1	  of	  or	  relaDng	  to	  a	  parDcular	  subject,	  art,	  or	  craG, or	  ...
WHY ARE WE HERE?        W.I.I.F.M?Bar & Beverage Business - Wk 1Sales & Service in Hospitality - Wk 1Speed & Efficiency - W...
FORMAT                           W.I.I.F.M?Teaching - Modules Formatted, Printed, Followed, & Posted Online for review (2-...
BAR & BEVERAGE BUSINESS
Making Money            There are 3 types of           businesses; those that      •        LOSE MONEY      •         BREA...
Variance in Hospitality                       The Average                   Alberta Hospitality                   Venue ha...
How Does Variance Occur?     Unintentional Factors:                 Intentional Factors:§                Spills          ...
Why is Variance so High?           The Environment          Sale of partial units            Transient staff            La...
Paying for Losses                                     10%W/                                         RetailSale$2.30       ...
FOR EVERY DRINK THAT IS NOT SERVED AT A                 FULLEXPECTED RETAIL PRICE (ie; given away, drank,                s...
What Can We Do To Minimize Variance? Take your time…Work only as fast as your ability     allows…fast and sloppy is still ...
The 5 Accountable Principles  ➡ Pour Perfect Shots, Drinks & Wine  ➡    Use Correct POS buttons!!  ➡     Report Faulty Equ...
The surprising things about what motivates us..
Shot Pouring Technique1. Pick-up bottle by neck          2. Tilt to full pour position                     3. Lower and tw...
SALES & SERVICE IN   HOSPITALITY
Selling…
Selling…Selling is the 2nd oldestprofession in the world (often confused with      the first…) “Les Dames de la Nuit” The ...
THE PLATINUM RULE OF SELLING     ‘Treat people the way              THEY    would like to be treated’
The 5 Principles of Hospitality Sales     1.     Initiating Contact     2.       ID Customer     3.       Building Trust  ...
Initiating Contact           Use Peripheral Vision               Acknowledge                immediately             Ask op...
ID CustomerRock                 Sponge
Building TrustBuild rapport firstCross-sell to similar     products     Be honest   NO hard sell!
Suggestive Selling✦ Quick Sell: Brand name mentioned ‘on the fly’✦    Up-sell: Movement up to higher valued item✦ Cross Se...
Reason to Return       Re-affirm sale Upcoming events/ changeAsk for opinion/ get feedback  Genuine thanks & smile
The 5 Principles of Hospitality Sales     1.     Initiating Contact     2.       ID Customer     3.       Building Trust  ...
TIPS FOR TIPS!                      adapted from www.alconomics.comThere are many studies into tippingand at a basic level...
TIPS FOR TIPS!1. Try to look or dress distinctively. Whether it’s a flower in  your hair, an interesting hat or tie or eve...
TIPS FOR TIPS!3. Try to copy the movements of your guests… try to copy  their body language, maintain good eye contact and...
TIPS FOR TIPS!5. Smile. Sounds so very simple does it not?•Studies have shown that smiling people are perceived as more at...
THANK YOU justcocktails.org Thank you
Upcoming SlideShare
Loading in …5
×

Modern Service Professional Week #1 - Bar & Beverage Business

481 views

Published on

In week #1 we look at the challenging "Bar & Beverage Business" along with being a consumate salesman behind the bar with "Sales & Service in Hospitality".

Published in: Education
  • Be the first to comment

Modern Service Professional Week #1 - Bar & Beverage Business

  1. 1. MODERN SERVICEPROFESSIONAL (MSP) SERIES - WEEK #1
  2. 2. ITINERARY• Old Fashioned - 15 mins• MSP Module #1 - 30 mins• Martini - 15 mins• MSP Module #2 - 30 mins• Tips for Tips - 15 mins• Q&A Session - 15 mins
  3. 3. Who is justcocktails.org?justcocktails.org works with hospitality business’, hotels, bars, and clubs around the world, helping with:➡ Bartender & Service Training➡ Management Training➡ Analysis and Consultation➡ Events Our Mission - “Dedicated to BETTER Imbibing”
  4. 4. 3 GOLDEN RULES OF HOSPITALITY Make Every Customer Smile! Encourage and “Optimal Spend” Give a reason to return (with friends)
  5. 5. what  makes  up  a  modern  service   professional? Knowledgemoreover,  what  makes  a  good  modern  service  professional?
  6. 6. Knowledge  is  the  key  to  mastering  any  skill  or  prac5ce.Knowledge  can  be  divided  up  into  physical  and  mentalknowledge  accordingly.  Within  bartending  this  breaksdown  into  four  main  areas;1. Technique  Knowledge  -­‐  the  how  and  why  of  all  major  ac2ons  that  the  MSP  need  to  ‘make  drinks’.  –   these  include  pouring,  building,  shaking,  s2rring,  layering,  muddling,  blending,  opening,  storing.2. Product  knowledge  –  basic  category  defini2on;  alcohol  content  by  volume;  raw  material;  country  of   origin;  basic  produc2on  process;  age  and  ageing  process;  3. Recipe  and  Serving  knowledge  –  every  drink  can  be  served  in  different  ways.  This  depends  on  the  type  of   product  and  the  local  or  tradi2onal  servings.  Roughly  this  breaks  down  to  -­‐  neat,  chilled,  with  water,  with   ice,  with  a  mixer,  in  a  classic  cocktail,  in  a  new  cocktail.  4. Selling  Points  –  interes2ng  or  unique  info  about  the  product  in  order  to  help  ‘sell’  the  product  or  drink  to   a  guest.  (technical  &  trivial)
  7. 7. The  process  of  learning Development  of  skill  sets  such  a  bartending  and  serving  can  be  split  into  four  stages;Stage  1“Unconscious incompetence”(You  don’t  know  what  you  don’t  know)  This  is  the  star:ng  point  –  before  you  even  have  the  no:on  of  learning  bartendingor  serving.  When  you  become  aware  of  your  lack  of  competence,  you  move  to  Stage  2.êAwarenessêStage  2“Conscious incompetence”(You  know  what  you  don’t  know)  You  begin  to  entertain  the  no:on  of  bartending  or  serving  but  s:ll  do  not  know  how  to  do  it.You  are  aware  that  you  are  incompetent  (in  that  par:cular  skill)  and  through  prac:ceyou  are  able  to  move  to  Stage  3.êTrainingê
  8. 8. The  process  of  learning Development  of  skill  sets  such  a  bartending  and  serving  can  be  split  into  four  stages;Stage  3“Conscious competence”(You  know  what  you  know)  You  learn  the  basics  or  aIend  a  bar  school  and  find  some  degree  of  proficiency.Through  prac:ce  you  are  able  to  move  to  Stage  4.  êPrac5ceê Stage  4 “Unconscious competence” (The  knowledge/skill  is  “second  nature”)   Once  you  had  the  chance  to  prac:ce  and  apply  the  skills,  they  can  be  completed with  liIle  conscious  thought.  This  is  the  stage  where  the  necessary  skills  are completely  mastered.  (This  takes  some  :me  J)ÆPrac5ce  Å
  9. 9. knowledge technical  |ˈteknikəl| Adjec2ve 1  of  or  relaDng  to  a  parDcular  subject,  art,  or  craG, or  its  techniques. trivial  |ˈtrivēəl| Adjec2ve of  liHle  value  or  importance
  10. 10. WHY ARE WE HERE? W.I.I.F.M?Bar & Beverage Business - Wk 1Sales & Service in Hospitality - Wk 1Speed & Efficiency - Wk 2Inventory, Costing & Analysis - Wk 3Modern Mixology - Tools, and the Trade - Wk 3Vodka & Gin - Wk 4Liqueurs & Distillates - Wk 5Rum & Brandy - Wk 6Tequila & Beer - Wk 7Whiskey or Whisky - Wk 8
  11. 11. FORMAT W.I.I.F.M?Teaching - Modules Formatted, Printed, Followed, & Posted Online for review (2-3hrs)Testing - We will test the previous weeks KEY information and score each testTasting - Each week will have a minimum of 2 cocktails, to a maximum of 4. *This means youCOULD consume 8 oz’s of alcohol in class.In Home Presentation Bar & Beverage Business - Wk 1 Sales & Service in Hospitality - Wk 1 Speed & Efficiency - Wk 2In Venue Training Inventory, Costing & Analysis - Wk 3 Modern Mixology - Tools, and the Trade - Wk 3Vine Arts & In Home Presentations Vodka & Gin - Wk 4 Liqueurs & Distillates - Wk 5 Rum & Brandy - Wk 6 Tequila & Beer - Wk 7 Whiskey or Whisky - Wk 8
  12. 12. BAR & BEVERAGE BUSINESS
  13. 13. Making Money There are 3 types of businesses; those that • LOSE MONEY • BREAK EVEN • MAKE MONEY FACT8/10 Bars & Restaurants failed to turn a profit in 2012!
  14. 14. Variance in Hospitality The Average Alberta Hospitality Venue has 15 - 20% variance in FOH & 25 - 30% in the BOHHospitality Manufacturing Retail Banking & Finance
  15. 15. How Does Variance Occur? Unintentional Factors: Intentional Factors:§ Spills § Unrecorded wastage§ Bottles not fully drained § Free drinks given to friends /§ Sales incorrectly rung up (or good customers not rung up at all) § Drinking on the job§ Over pouring (meniscus curve) § Blatant theft of cash or product 80% 20%
  16. 16. Why is Variance so High? The Environment Sale of partial units Transient staff Lack of training Inadequate systems
  17. 17. Paying for Losses 10%W/ RetailSale$2.30 GP = $2.95 $5.25 NP = $0.295 Total Cost of Sale = $2.66 Heineken
  18. 18. FOR EVERY DRINK THAT IS NOT SERVED AT A FULLEXPECTED RETAIL PRICE (ie; given away, drank, spilled), WE NEED TO SELL 9 EQUAL VALUED DRINKS TO MAKE UP THE LOST COSTS!!!
  19. 19. What Can We Do To Minimize Variance? Take your time…Work only as fast as your ability allows…fast and sloppy is still sloppy…Be accountable for everything…ie; usage, discounts wastage, breakage, spillage Make sure bottles are empty… Have Integrity
  20. 20. The 5 Accountable Principles ➡ Pour Perfect Shots, Drinks & Wine ➡ Use Correct POS buttons!! ➡ Report Faulty Equipment ➡ Record all Wastage ➡ NO FREE DRINKS!
  21. 21. The surprising things about what motivates us..
  22. 22. Shot Pouring Technique1. Pick-up bottle by neck 2. Tilt to full pour position 3. Lower and twist to cut
  23. 23. SALES & SERVICE IN HOSPITALITY
  24. 24. Selling…
  25. 25. Selling…Selling is the 2nd oldestprofession in the world (often confused with the first…) “Les Dames de la Nuit” The Transfer of Enthusiasm
  26. 26. THE PLATINUM RULE OF SELLING ‘Treat people the way THEY would like to be treated’
  27. 27. The 5 Principles of Hospitality Sales 1. Initiating Contact 2. ID Customer 3. Building Trust 4. Suggestive Selling 5. Reason to Return
  28. 28. Initiating Contact Use Peripheral Vision Acknowledge immediately Ask open-ended questions Be Proactive (not Reactive)
  29. 29. ID CustomerRock Sponge
  30. 30. Building TrustBuild rapport firstCross-sell to similar products Be honest NO hard sell!
  31. 31. Suggestive Selling✦ Quick Sell: Brand name mentioned ‘on the fly’✦ Up-sell: Movement up to higher valued item✦ Cross Sell: Move across to items of similar value✦ Call-back: Check in to see if customer wants a ‘top- up’
  32. 32. Reason to Return Re-affirm sale Upcoming events/ changeAsk for opinion/ get feedback Genuine thanks & smile
  33. 33. The 5 Principles of Hospitality Sales 1. Initiating Contact 2. ID Customer 3. Building Trust 4. Suggestive Selling 5. Reason to Return
  34. 34. TIPS FOR TIPS! adapted from www.alconomics.comThere are many studies into tippingand at a basic level there is anunderstanding that there is notmuch correlation between quality ofservice and tip levels…But they have found many thingsthat waiters and bartenders can doto increase their earnings… try outsome of these tips for tips:
  35. 35. TIPS FOR TIPS!1. Try to look or dress distinctively. Whether it’s a flower in your hair, an interesting hat or tie or even one of the many charity bands that are springing up on wrists everywhere. • they have proved in scientific studies that tips increase by an average of 17% if you look different to your fellow servers…Always check with management as your favourite Porn Star t- shirt may well not go down too well with everyone…2. Introduce yourself. Not Like a Machine!! • “Hi, I’m XXX and I will be your bartender tonight” but a genuine and friendly greeting, a shake of the hands and some eye contact has been shown to increase tips by 10%
  36. 36. TIPS FOR TIPS!3. Try to copy the movements of your guests… try to copy their body language, maintain good eye contact and get close to them (lean in or over the bar towards them). •The keys to ‘non verbal’ communication are postural similarity, more eye contact and proximity… if taking an order at a table, squat down to the guests’ level, if from the bar then copy the guest and they have been shown to increase their tip by 5%.4. Repeat the order. Although copying people can be annoying by repeating their order, either as you take it or at the end, It has been shown to increase tips by nearly 30%! And of course it means that less mistakes are made by checking that you heard correctly.
  37. 37. TIPS FOR TIPS!5. Smile. Sounds so very simple does it not?•Studies have shown that smiling people are perceived as more attractive, sincere, personable and efficient than those who don’t…•Forget all that “it takes 27 muscles to frown but only 7 to smile”… instead think of the tip increases of 140% that studies have shown are possible…
  38. 38. THANK YOU justcocktails.org Thank you

×