Tag: waitress

Service Excellence: Best Practices for Hospitality Professionals

Published on by TAM of Nevada1 Comment

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.

What can one do to make sure they are putting their best foot forward? Robert Plotkin of Nightclub & Bar Magazine laid out some of the cardinal rules of superior bar service in his recent article, “The 10 Commandments of Excellent Service.” We here at TAM of Nevada agree with all of these points on what makes for excellent bar service. Like we stated in our blog post, “Set the Tone and Increase Your Earnings with Positive Body Language,” making an excellent martini will only get you so far. A positive attitude, an ability to multitask, and friendly, welcoming attitude are all must-have qualities in a top-notch hospitality professional. You can read the full article here, and here are a couple more tips that we’d add to the list:

  1. Know the menu. Familiarize yourself with both your regular menu, as well as any specials for the day, happy hour deals, etc. Guests with dietary restrictions may have questions about ingredients or preparation, and if you can correctly and quickly answer those questions without heading to the kitchen to confer with the chef, all the better. Guests will also appreciate your tips and suggestions on what’s best if they’re deciding between a few options.
  2. Check in on your guests, and listen to their feedback. Dropping off a drink or meal and disappearing only to return once they’ve finished is bad form. Check back to make sure your guests are happy, and when you ask, “How’s everything?” listen to the answer. If something isn’t right, do what you can to fix it.

Hiring managers at bars, casinos and restaurants are looking for well-rounded staff members who are willing to go the extra mile to ensure guest satisfaction. Making small changes to your routine to make sure you’re treating each guest like they are appreciated and welcome is the first step toward becoming a first-rate team member in the eyes of your manager. What insider tips would you give someone looking to excel the in hospitality industry?

Resources

The 10 Commandments of Excellent Service – Nightclub & Bar

© 2011 National Hospitality Institute®, TAM® of Nevada

Cheers! Tracing the History of Classic Cocktails

Published on by TAM of Nevada1 Comment

People have been mixing drinks to suit their tastes for centuries. In fact, many of the most popular and well known drinks requested by bar patrons today were first created by bartenders decades ago. Ever wonder about the history behind these classic cocktails? Being able to explain the origin of a mixed drink makes for great conversation with your patrons. The origin of many popular cocktails remains elusive, often with multiple sources claiming credit. Others can be traced back to a particular mixologist or bar. While several cocktails have more stories about their origins than ingredients in the actual drink, here are a few we can help pinpoint for you:

  1. Long Island Iced Tea – The history of the Long Island Iced Tea is easy to trace back to, you guessed it, Long Island! This drink was first whipped up by bartender Robert “Rosebud” Butt at the Oak Beach Inn in the mid-1970s (Chow, Wikipedia).
  2. Piña Colada – The official drink of Puerto Rico, made famous by Rupert Holmes’ song “Escape” (more commonly known as the ‘Piña Colada Song’), and most likely created by one of two individuals who claim credit (Chow). Depending on which account you believe, the tropical cocktail was either created by Ramon Monchito Marrero Pérez in 1954 at the Caribe Hilton, or across town by Don Ramón Portas Migot in 1963. You can read the Puerto Rico Herald’s article, “A Caribbean Tale of Two Piña Coladas,” and decide for yourself.
  3. The Mojito – This drink is popular once again, and while the exact origin can’t be confirmed, all are in agreement that its origin can be traced to Cuba, and may have first showed up around 400 years ago (Chow, Wikipedia, Bacardi). The mojito may have been popular in Cuba for many years, but perhaps its most famous fan was writer Ernest Hemingway who helped make the drink, and the Cuban bar La Bodeguita del Medio, popular among the masses.

The origin of some cocktails has become the stuff of tall tales and legends, but it certainly makes for good material to debate. What is your favorite classic drink recipe?

Resources

© 2011 National Hospitality Institute®, TAM® of Nevada

Patrons Behaving Badly – Avoiding Trouble and Disturbances at Your Establishment

Published on by TAM of NevadaLeave a comment

Ask any seasoned security professional, and they’ll tell you they’ve seen some patrons behaving very badly at some point in their career. Donna Hood Crecca for Nightclub & Bar highlights this fact in her article, “Do the Right Thing.” This article focuses on security policies and procedures in place during a January incident at Temple Nightclub in San Francisco that resulted in a fatality and other injuries. A patron was knocked out and later died after a fight inside of the club; a second man was also injured, and another fight outside the club left two others stabbed with broken bottles.

What makes this unfortunate incident worth noting is that security procedures were in place and considered by police to have been more than adequate on the night in question. Club management examined and further enhanced these procedures after the tragic evening.

While these types of incidents are rare, news like this serves as a reminder. Do you have adequate policies in place to avoid trouble and disturbances at your establishment? Remember, bartenders and servers need to be concerned not only with the behavior or state of their direct customer, but how they can effect or interact with others around them. Guests are coming to your restaurant or bar to have a good time and enjoy themselves, no one wants to be harassed or otherwise made uncomfortable.

You can learn more about managing problem patrons from seasoned industry professionals with real-world experience by taking the Techniques of Alcohol Management (TAM) ® course offered by TAM® of Nevada. Here are some quick tips for hospitality workers to use:

  1. It’s easier to stop a fight before it starts.
  2. Keep an eye on your guests.
  3. Always understand and follow company policies and procedures.

You can read more about who you can legally refuse to serve or ask to leave in our blog, “Who Can You Legally Refuse to Serve or Ask to Leave? Know Your Rights! ”

What are some of your house policies about guest safety and handling disturbances at your establishment?

Resources

Do The Right Thing – Nightclub & Bar

© 2011 National Hospitality Institute®, TAM® of Nevada

Are Your Safe Beverage Service Policies Working? If Not, It Could Cost You

Published on by TAM of NevadaLeave a comment

A recent news story regarding the accidental service of an alcoholic beverage to a minor is making waves, and it serves to remind us exactly why alcohol awareness education is so important. A toddler was recently served an alcohol-infused margarita mix in place of apple juice at an Applebee’s restaurant in Michigan, possibly the result of a mislabeled bottle at the bar. You can read the full story on The Detroit News’ website here.

New procedures have been put in place by the company to prevent this type of mistake from happening again, but the damage has already been done. The parents are suing, and there is a monstrous wave of bad publicity for the Applebee’s franchise. Luckily, the child who consumed the beverage and began behaving strangely is OK, but he did register a .10 BAC, more than the legal limit of intoxication for an adult driver. Worth noting and also alarming is that this is the fourth such related incident reported since 2006 for Applebee’s. This is why staff training and alcohol awareness education is so important. There are legal, ethical and moral obligations to keep patrons, of all ages, safe.

Policy changes put into place by Applebee’s include only using apple juice from single-serve containers and retraining staff on beverage pouring policies and procedures. You can read Applebee’s response regarding the event and more about their new procedures here.

As a reminder to all hospitality workers, there are a few common-sense solutions that everyone can use to make sure that patrons are receiving what they ordered, and are being served safely and responsibly.

  1. Store alcoholic and non-alcoholic beverages separately, and make sure containers are labeled properly so that bartenders and servers are aware of the contents. A pitcher may look like it contains juice or something else recognizable, but if you aren’t 100% sure of the contents, do not serve it.
  2. Double check that your guests are being served exactly what they ordered. If you deliver beverages to your guests, aside from visually inspecting the glass to make sure that they are receiving their correct beverage choice, you can repeat the beverage name to the patron upon delivery to confirm with them that they are receiving exactly what they ordered. If another staff member delivers beverages to your patrons for you, swing by to make sure the order is correct and they are happy with their beverage.
  3. Always card your guests if they appear to be under 30. Hospitality workers need to be concerned not only with incorrect orders and beverages, but also underage patrons who are trying to illegally obtain alcoholic beverages. To learn more about recognizing a fake or borrowed ID, refer to our blog post, “Are Minors Using Fake IDs and Sneaking Past You?” Most establishments also have a guidebook, like the I.D. Checking Guide, for validating various forms of identification. Ask your manager if you have a guide like this in your establishment and refer to it if needed. The I.D. Checking Guide can be purchased from TAM® here.

To learn more about safe beverage service, take the Techniques of Alcohol Management (TAM) ® course offered by TAM® of Nevada. Do you think this incident could have been prevented? What types of procedures does your establishment have in place to prevent these types of accidents from happening?

Resources

Toddler’s Alcoholic Drink Prompts Changes at Applebee’s – The Detroit News

Applebee’s Corporate Statement on Incident in Madison Heights, MI – Applebee’s

© 2011 National Hospitality Institute®, TAM® of Nevada