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Laying the Foundations for Success – Great Traits for Bar Managers

Hospitality Managers have the difficult job of balancing the wants and needs of establishment owners, employees, and customers. A great manager can juggle customer satisfaction with a multitude of ever changing tasks each and every day, all while helping to support a busy staff, boosting sales and performance, and keeping an eye to the health and safety of patrons. Nightclub & Bar recently released an article titled, “How Bar Managers Can Succeed,” and we here at TAM® of Nevada wholeheartedly agree with the attributes they list as key for bar managers. You can read the full article here, and here are a couple more qualities that we’d add to the list:

  1. A passion for excellence. A great manager not only has a desire to lead, he or she takes pride in the service or product offered, and inspires the staff to put their best foot forward.
  2. Flexibility. In a busy and fast-paced world like Las Vegas’ hospitality industry, a manager who can roll with the punches is invaluable. Not everything will always go according to plan, and a manager who is adaptable and can be flexible is in the best position for success.

Sometimes it’s the little things that make the biggest difference. What insider tips would you give someone looking to excel the in hospitality industry? What tips would you give someone looking to improve their management skills?

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© 2011 National Hospitality Institute®, TAM® of Nevada

 

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Boost Your Bar Sales and Increase Your Guest Count with Social Media Presence and Deals

Today’s consumers are increasingly web and social media savvy; people turn to the web first for information on new hot spots to try. Consumers value what their friends have to say and frequently turn to social media for recommendations on what’s new and exciting. To be absent in these markets is really missing the boat. Social media marketing is easy to use, free, and invaluable for restaurants and bars. In this tough economy with increasing competition, leveraging social media sites such as Twitter and Facebook to reach new guests, communicate with your patrons, and encourage feedback is the way to go.

If you haven’t already, try using social media channels such as Facebook, Twitter, YouTube and Four Square to reach your guests using a variety of techniques. You simply can’t get a better review than a follower “liking” your post for all their friends to see or re-tweeting your special to all of their followers.

  1. Encourage patrons to connect with you to view special deals and promotions – websites like Facebook and Four Square allow you to offer special deals to guests who ‘check-in’ when they visit your restaurant or bar. Not only will you increase the likelihood of getting new bodies in the door by offering a special deal, you benefit from the social aspect of those customer’s social media contacts seeing their friends ‘check-in’ at your establishment, and hopefully, raving about what a great time they had. Word of mouth goes high-tech!
  2. Show off all you have to offer and what you’re proud of at your establishment with a YouTube video. Join countless other bars and restaurants that are taking advantage of social media to promote their happenings and special features with videos. Why not create a video of one of your bartenders giving a tutorial on how to create one of your signature drinks? It allows you to showcase your restaurant, your staff, and also show off some of what makes your establishment unique. Want to promote an upcoming special event? Show video viewers what they can expect, and get it up on the web for customers to see.
  3. Interact socially with Facebook, Twitter and more. Social media allows you to have a conversation with your customers. Thank your patrons for tweeting about how much they loved their visit, answer questions and offer recommendations for the night’s specials or available reservation times on Facebook, even get in touch and ‘make it right’ if someone shares about a less than stellar experience at your establishment. Keeping the conversation fresh, fun and exciting shows your customers that you care and want to offer them an excellent customer service experience.
  4. Encourage feedback and connections by letting your customers know that they can find you in social media channels. You have to start somewhere, and making sure it is easy for your patrons to find you is the first step. Make sure to provide links to any of your social media channels on your website and print marketing, and you can even provide web addresses or a reminder to “Find Us on Facebook” on your menus or business cards.

Customers keep track of recommendations and places they like, and when the weekend rolls around and there is a decision to be made about where to go, it could be your business, simply because you tweeted about a special or a friend ‘liked’ your page! You can also find TAM® of Nevada on Facebook and Twitter. Join us socially and stay up-to-date on industry news and events, facts and figures about alcohol awareness and education, TAM® course and schedule information, how-to videos, cocktail recipes, industry job listings, and more.

Be cautious when using social media. There are no specific regulations regarding social media but remember that social media is advertising and available to everyone, including law enforcement. Do not put anything on social media that you cannot put in a print ad. Do not post activities that occur in your establishment on social medial that can be a violation of the statute or the rules.

© 2012 National Hospitality Institute®, TAM® of Nevada

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Is Your Staff in Need of Alcohol Awareness Training? TAM® Offers On-Site Classes for Nevada Businesses

Over 200,000 hospitality and service workers are employed in Clark County, most of whom are required, by state law, to receive alcohol awareness training and carry an Alcohol Education Card. How many of them work for you?

Employers have a duty to ensure that all of their employees are properly trained in responsible alcohol beverage service prior to their start of work. Want to take the hassle out of staying on top of those training requirements? TAM of Nevada offers special onsite alcohol awareness classes for groups and companies, and we’ll make sure your staff is trained the right way. You want to reduce their risk of liability and make sure their staff is trained on how to properly serve and sell alcoholic beverages while providing excellent customer service. Want to know if our training solutions might be right for your company?

  1. Do you have dozens or hundreds of employees who are working day, afternoon and evening shifts? With employees working a variety of different schedules, you can ensure that everyone receives convenient training on-site at your location at convenient times. Beginning in 2011, TAM® began offering on-site alcohol education courses at Walmart® locations throughout the Las Vegas area. Walmart® contacted TAM® about the best way to ensure all of their employees were able to obtain their mandatory TAM® Cards. TAM® of Nevada worked with Walmart® to implement training for employees with different work schedules and who lived in several different areas all around Las Vegas. Now all Walmart® employees benefit from training scheduled on-site at their work location several times throughout the year.
  2. If you have staff outside of Las Vegas, TAM® of Nevada can save students a trip to our Training Center. We offer a variety of options that has your staff taught with one uniform training program to meet all state requirements. Whether you prefer employees receive training at your Clark County business, or private group sessions at our official training center, we can tailor a program to meet your needs. TAM’s capable instructors are available to hold regular classes and proctor exams at your facility, at your convenience. We can also arrange to issue TAM® cards on location depending on the number of students and scheduling requirements. For example, we recently launched alcohol awareness classes for Smith’s® employees in Mesquite, NV, and are preparing to provide required training for over 100 students on-site.
  3. With enforcement efforts on the rise, why risk having trouble with something like alcohol awareness training? Local police agencies in Nevada have been increasing their decoy operations and busting establishments and their employees for selling alcohol to minors. Additionally, if someone is busted serving alcohol to a minor, one of the first things law enforcement may do is check their alcohol awareness card to verify that it is valid. Remember, not all alcohol awareness training is created equal. We can evaluate your staff’s current status to make sure everyone is in compliance and holds a valid alcohol education card. In a recent article from KTNV detailing a February decoy operation in Henderson, seven clerks at various locations were busted for selling to a minor. The article notes that not only were employees issued citations which can result in up to 6 months in jail and a $1000 fine, owners or managers of a business that fails a second or third time can also be issued a citation and could face the revocation of their business license. Check out our recent blog post, “Over Half of Reno Bars Visited in Alcohol Compliance Check Busted for Serving Minors. Are You Checking for I.D.?” for additional details on a recent decoy operation.

TAM® of Nevada has been tailoring training to meet corporate client needs since its inception. Please contact us today to learn more or to arrange training for your facility.

Resources

7 Henderson Businesses Cited for Selling Alcohol to Minors – KTNV

© 2012 National Hospitality Institute®, TAM® of Nevada

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Las Vegas Police Issue DUI Citations after Super Bowl Celebrations – A Reminder about Safe Beverage Service

Holidays, special sporting events, and other events which draw crowds looking to gather in a fun and celebratory environment can up the odds that some partiers may choose to drive while intoxicated. Las Vegas Police issued a warning to those planning to celebrate around town on Super Bowl Sunday; if you drink and drive, you will get caught.

After setting up a sobriety checkpoint and reminding people not to drink and drive, there were unfortunately still several incidents around town. On Sunday night there was a six-car crash reported on Rainbow Boulevard which resulted in one fatality, thought to be caused by a drunk driver (8 News Now). In another incident across town, a teenager was hit by a suspected drunk driver while waiting at a bus stop in the early AM hours on Monday (Action News 13). Police took 13 suspected drunken drivers off the road on Sunday evening, but even one drunk driver is too many.

While those consuming alcoholic beverages should be responsible about their alcohol intake, bartenders, and anyone else who serves alcoholic beverages also has a legal and moral responsibility to serve responsibly, and promote an alternative means of getting home if anyone appears intoxicated. For a list of steps service professionals can take to serve responsibly and promote safe beverage service, refer to our blog post, “DUI-Related Traffic Deaths Up This Year in Southern Nevada – Are You Doing All You Can to Help Prevent Drunk Driving?

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© 2012 National Hospitality Institute®, TAM® of Nevada

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Summer Jobs – Opportunities Abound to Work Poolside in Las Vegas!

Ever dream of working in a position where you can enjoy the summer sunshine, listen to music from excellent DJs, and net great tips at one of the area’s most popular venues? It’s that time of year again, and the hottest spots around town are hiring for a variety of summer positions at their pools and bars. Whether you’re looking for work as a cocktail server, bartender, host, or a variety of other hospitality-based positions, these brisk winter months are the best time to prepare for auditions and interviews. Las Vegas Weekly released an informative article, “Tips for Landing a Job on a Las Vegas Pool Deck,” with great advice for landing a summer job poolside, as well as a detailed list of who’s hiring, and what you’ll need to do to apply.

Las Vegas Weekly offers great advice on how to prepare, but remember, you’ll also need to obtain your TAM® Card prior to serving drinks, poolside or otherwise. Visit our website to register for one of our online or on-site alcohol awareness classes today. For even more advice on responsible poolside beverage service, check out our blog post, “Are You Serving Poolside? Five Ideas for Popular Vegas Pool Parties!

What advice would you give others about serving poolside?

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© 2012 National Hospitality Institute®, TAM® of Nevada

 

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Are You Serving Alcohol Lawfully? TAM® Cards Expire After 4 Years

Over 200,000 hospitality and service workers are employed in Clark County, most of whom are required, by state law, to receive alcohol awareness training and carry an Alcohol Education Card. Alcohol awareness training is mandatory for those who serve or sell alcoholic beverages or provide security services in casinos, restaurants, bars, clubs, and grocery/convenience stores in Clark and Washoe Counties. Many establishments also require anyone who handles alcoholic beverages and their managers and executive staff to carry cards. Do you already have your alcohol card? Great, but make sure to check the expiration date! TAM® Cards expire after four years, so don’t delay in staying current with your education.

There is a common misconception that one can “renew” their card by paying a fee or taking a short quiz, but law dictates one must re-take an approved alcohol awareness course every four years. Laws, policies and procedures, and even available alcohol products can go through considerable changes in four years, and it is very important for service professionals to be aware of those changes. The benefits of refreshing your education include staying up to date on current laws, refreshing knowledge about how alcohol affects the body and learning about what to watch out for, how to react to certain situations, and more.

There are some important points to consider as you determine how this information affects you:

  • Providers of alcohol awareness training, such as TAM® of Nevada, must be approved through Nevada’s Commission on Postsecondary Education. Cards issued by providers and provider locations not on the approved provider list could be deemed invalid.
  • Training can be taken online or in the classroom. If you’re interested in completing your training online, you can view our online course demo and sign up for a class here.
  • All students must physically go to the provider’s approved school location to take an exam that is proctored and pass the proctored exam with a score of at least 75%. TAM® of Nevada has convenient proctoring hours six days a week for students to drop-in to take their exam and obtain a TAM® Card.

If you are concerned that your current card may be invalid, or if you’d like to register for an alcohol awareness course, you can reach TAM® of Nevada here. For more information on laws governing alcohol awareness training in Nevada, check out our blog post, “Call It What You May… There’s Only One TAM Card!

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© 2012 National Hospitality Institute®, TAM® of Nevada

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Service Excellence: Making your Serving Staff Stand Out

Bartenders and servers have a tough job. They must juggle customer satisfaction and safety with fast-paced service, heavy lifting, and hot kitchens… and do it all with smiles on their faces. Given the rigors of the job, a great hospitality worker can be a rare and welcome find, and it is very important that you have a proper training program in place for serve staff. Managers can benefit from a few suggestions aimed at helping to train serving staff to offer the best in hospitality and customer service to increase sales and encourage repeat business. Here are some ideas for making the most of your training program:

  1. Make the most of your search and hiring process to find candidates who are likely to succeed and fit in with your company culture. The first step to training your employees should begin with careful hiring. Make the most of your search by using traditional avenues for listing available positions such as your company website and websites such as LasVegasJobs.com. Additionally, also make use of your social media channels such as Facebook, LinkedIn, and Twitter to advertise job listings and reach a wider audience. Once you’re ready to start interviewing, look for candidates who are interested in learning more about your company, are passionate about customer service, and who are ready to work in Las Vegas. Remember, TAM® Cards are required for employees in positions where they will sell or serve alcoholic beverages, so if new hires are not already certified, make sure they complete their TAM® Training and obtain their Health Card prior to the start of work.
  2. Create an orientation and training program that encompasses all of the important points a server or hospitality professional should be aware of. When outlining your orientation program make sure you touch on points such as safety, safe beverage service, and hand washing procedures, the process for greeting and serving guests, suggestive selling and upselling, and all important company policies and procedures. An orientation should let your staff know what you expect from them, and what they can expect in their new jobs. The goal for a successful orientation is for your new employees to leave well informed and excited about the new opportunity, and for you as a hiring manager to feel like you’ve conveyed the importance of all policies and procedures and set realistic goals and expectations.
  3. Consider enlisting your seasoned staff members to help show new hires the ropes. By allowing new hires to shadow your current employees while they get acclimated to their new positions, they get important on the job training from their peers on menu listings, point of sale systems, and everyday procedures. Your new hires will have someone to turn to on a busy night if they have questions, and your customers can still expect excellent service. Additionally, this is a great way to promote teamwork among your staff members.
  4. Stress that excellence and education is an ongoing process. Even seasoned hospitality professionals are constantly learning and improving. Remember, alcohol awareness cards expire every four years, and this is a good example of one way service professionals can brush up on their skills and knowledge by refreshing their training. You can also consider occasional team building or training workshops to cover topics of interest, or pass along any interesting articles or knowledge to your staff when appropriate. Subscribe to the TAM® of Nevada blog and other industry websites for articles and news items important to customer service professionals.

What ways would you recommend for training new hires? What is the best advice you received when training for a new serving job?

© 2012 National Hospitality Institute®, TAM® of Nevada

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Begin the New Year with Positive Changes – Make it Your Resolution to Become TAM® Certified

TAM-Hospitality-ProfessionalsLas Vegas kicked off the New Year in high style with parties at all of the hottest spots around town. While Metro police noted that the evening’s festivities remained relatively orderly, there were 22 arrests for those suspected of drunk driving, and approximately 57 arrests for minor misdemeanor offenses on the Strip (Fox 5 Vegas). Drunk driving is never OK and rowdy behavior can be problematic for all of your guests and staff. Why not vow to help try and cut that number drastically in 2012? TAM®-Certified professionals know how to help keep things safe when serving alcoholic beverages, which can cut down drastically on these types of behaviors from patrons, and help keep the mood celebratory and fun for all. Why not kick off the New Year by doing all you can to provide excellent service to your patrons while also making sure they are not over-served and able to get home safely?

2012 can be the year to resolve to make changes in your career, education and business. Whatever your resolution, TAM® of Nevada has some ideas to get you motivated.

Sign up for your TAM® Class and get trained the right way. Carry your TAM card to show you received the best possible training. Protect yourself and your employer by getting your mandatory alcohol education through TAM® of Nevada. Contact us today to sign up for one of our online or classroom-based training sessions and kick off the New Year by completing or renewing your alcohol education.

Start an exciting new career or expand your existing career in the service industry. Resolve to begin the search to find your dream job, or make changes in your attitude and delivery at your current job. If you’re looking for a new career, make this the year that you up the ante on your job search. Show employers you are serious about obtaining the best possible training by obtaining a TAM® Card, and then make sure to read out blog post “You’re Hired! Landing a Job in the Hospitality Industry” for tips on making the most of your job search and nailing the interview. Or, if you’re already happy in your current position, why not take it to the next level and work on customer service?  Wow both your patrons and your boss with a fresh new outlook and dedication to providing excellent service. Check out our blog posts “Set the Tone and Increase Your Earnings with Positive Body Language” and “Service Excellence: Best Practices for Hospitality Professionals” for even more tips and ideas on how to impress your guests and net better tips.

Try out new ideas, deals, and special events at your establishment to kick start sales and draw in new patrons. There are many reasons why establishments can see a sales dip – increased competition, shifting tastes and attitudes of patrons, tired selections and décor, etc. Sometimes it’s tough to break old habits and get out of a rut, but hard work and creative thinking can pay off big for your business. Resolve to make 2012 the year you start thinking outside of the box and try new ideas to increase sales, motivate your staff and get customers buzzing about your establishment. If you’re ready to start brainstorming, read “Are Your Happy Hour Deals Falling Flat? New Ideas to Boost Your Bar Sales” and “Beating the January Lull” from Nightclub & Bar for more ideas to help you get started.

Wishing a Happy New Year to all from TAM® of Nevada. What is your New Year’s Resolution?

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© 2012 National Hospitality Institute®, TAM® of Nevada

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Heineken Promotes Responsible Drinking with New Ad Campaign

In an effort to help promote responsible alcohol consumption among consumers, beer giant Heineken is kicking off a new ad campaign telling their customers that, “Sunrise belongs to moderate drinkers.” (Bar Business Magazine). Liquor and beer brands have long promoted responsible beverage service, sales and consumption, but this new move from Heineken really highlights the idea of enjoying an alcoholic beverage, having a great time, and being responsible about your health and safety. Heineken’s campaign will be based around drinkers responsibly consuming alcoholic beverages and ending the night enjoying a sunrise.

The campaign will appear in both online and offline advertising, and will feature heavily in Heineken’s social media channels. You can check out Heineken’s Facebook page to see sunrise photos shared by other fans, and contribute your own. And remember, TAM® of Nevada is also on Facebook, connect with us socially to join the conversation about TAM training and responsible beverage service and sales, plus stay up-to-date on news, events, TAM® tips and more.

Have you seen Heineken’s newest ad campaign? Do you think it will help to promote responsible drinking?

Resources

Heineken Launches “Sunrise” Campaign for Responsible Drinking

© 2011 National Hospitality Institute®, TAM® of Nevada

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Over Half of Reno Bars Visited in Alcohol Compliance Check Busted for Serving Minors. Are You Checking for I.D.?

Sellers and servers of alcohol in Washoe and Clark counties are required to complete alcohol education and obtain an alcohol awareness card prior to the start of work. If an undercover officer came to your place of employment today to check the status of alcohol awareness card holders, would you be in compliance? If a younger patron came into your establishment and ordered a drink, would you ask to see their identification? This past Saturday Reno Police visited 32 establishments around Reno, Nevada and of those visited, 18 were busted for serving alcoholic beverages to minors in a decoy operation (Reno Gazette Journal). This serves as a reminder to TAM® Card holders to always ask to see I.D. for anyone who appears to be 35 years old or younger, and to follow company procedure and local laws for safe beverage service.

Establishments need to be diligent in requiring staff to check ID’s when making alcohol sales. Every establishment needs policies and procedures to prevent underage persons from obtaining alcohol, and to protect themselves from liability, and the public from harm. Decoy operations are not just used to catch those selling alcohol to minors, they can also be used to check the validity of your alcohol education card and whether it is expired.

Remember, selling alcohol to a minor is a very serious offense. TAM® of Nevada provides alcohol awareness training which covers all aspects of furnishing alcohol to a minor, and provides training on spotting fake IDs. Contact us today to sign up for online or classroom-based alcohol awareness training. Service professionals must be aware of the facts and dangers of teenage drinking and diligent about checking identification.

Additionally, if you are busted serving alcohol to a minor, one of the first things law enforcement and your employer may do is look at your alcohol education card. Not all training is created equal; completing your alcohol awareness course with TAM® of Nevada shows you’re serious about obtaining the best alcohol education possible.

Don’t put yourself at risk, always ask for identification, and get educated on effective ways to help stop teen drinking.

Resources

Did Police Play the Grinch with an Alcohol Sting During Saturday’s Santa Pub Crawl in Reno?

© 2011 National Hospitality Institute®, TAM® of Nevada

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