Modern Service Professional Week #1 - Bar & Beverage Business
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 for Tips - 15 mins• Q&A Session - 15 mins
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”
3 GOLDEN RULES OF HOSPITALITY Make Every Customer Smile! Encourage and “Optimal Spend” Give a reason to return (with friends)
what makes up a modern service professional? Knowledgemoreover, what makes a good modern service professional?
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)
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.êAwarenessêStage 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.êTrainingê
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. êPrac5ceê 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)ÆPrac5ce Å
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
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
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
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!
Variance in Hospitality The Average Alberta Hospitality Venue has 15 - 20% variance in FOH & 25 - 30% in the BOHHospitality Manufacturing Retail Banking & Finance
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%
Why is Variance so High? The Environment Sale of partial units Transient staff Lack of training Inadequate systems
Paying for Losses 10%W/ RetailSale$2.30 GP = $2.95 $5.25 NP = $0.295 Total Cost of Sale = $2.66 Heineken
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!!!
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
The 5 Accountable Principles ➡ Pour Perfect Shots, Drinks & Wine ➡ Use Correct POS buttons!! ➡ Report Faulty Equipment ➡ Record all Wastage ➡ NO FREE DRINKS!
The surprising things about what motivates us..
Shot Pouring Technique1. Pick-up bottle by neck 2. Tilt to full pour position 3. Lower and twist to cut
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 Sell: Move across to items of similar value✦ Call-back: Check in to see if customer wants a ‘top- up’
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 4. Suggestive Selling 5. Reason to Return
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:
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%
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.
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…