Dos and Don’ts

 Always smile
Your biggest and best tool is a BIG SMILE.

 Never interrupt conversation
Be polite, efficient and warm in your approach.  Wait until your presence is acknowledged and then proceed.

 Always be observant
Do not wait until they try to get your attention.  Then it is already too late.


 Never return to the Bar counter with an empty tray
Clear up what needs to be bussed, replace ashtrays etc


 Always anticipate Guests’ needs
The only way to achieve this is to constantly watch their body language, their drinking pace and their behavior


 Never return to your service station without checking your tables
Check all tables that are already served. Inquire about satisfaction; ask if they need anything else


 Always follow the rules: First order taken, first order served
Once you are out of the service station, the first order that you took is the first order served, as those guests have been waiting the longest.


 Never present checks to the guests
Except for cigarette/cigar or non-complimentary wines/beverage sales.


 Always double-check your drinks before leaving the bar counter

Only this way, you will be sure that nothing is missing and that you get the right drinks and garnish. Many embarrassing moments for you and your guests can be avoided by taking this simple step.

Remember: if you already have a large number of drink orders and cannot take that last table that just sat down, stop by, greet and acknowledge those guests and let them know you will be back in a few minutes. 
Bar & Lounge Operation & Service Procedures
Standards of Service

As soon as guests enter a venue, they should be approached immediately and escorted to the bar or to an empty table.
Quickly and graciously, proceed to take their drink order, asking if they have any preferences as to brand or preparation e.g. “What is your preferred gin? Do you like lemon or lime?”  Always remember guests’ preferences for later rounds and later visits.

If the guests seem undecided, we need to take advantage of this window of opportunity.  Make suggestions using pleasant and alluring adjectives, for drinks you think they may enjoy. Keep in mind your guest profile e.g. an eighty-year-old lady probably does not want a Long Island Iced Tea!

Always be familiar with the constantly changing selections of wines, beers and spirits in your outlet.

When taking an order, try to lower your body to maintain better eye contact with your guest, but do not lean or kneel.

If a guest orders a specific brand, compliment them on their taste.

When taking an order, ask the ladies first and the host last. Always serve the drinks in this same order.

Always repeat the order back to the guests to make sure you understood correctly.

One of the most welcoming questions for a guest to hear is, “Would you like your usual, Mr. and Mrs.…?”

When a guest orders a drink, place a napkin and a coaster, logo facing, in front of them. If a guest does not want a drink, still place a napkin, as this lets your colleagues know that the guest has been asked.

Always check back after serving the drinks that the guests are satisfied.

Keep in mind that in classical beverage service nothing touches the surface of the table or the bar counter.  Coasters and cocktail napkins are always to be used under every item on the table to include but not being limited to glasses, ashtrays and snacks container.

Ashtrays need to be replaced as soon as they have one cigarette ends. The proper way of replacing an ashtray is by capping it when removing from the table.  Never empty them into your tray.

Always pay attention to the instruction of the outlet supervisor; your Bartender, Asst. Sommelier or Sommelier. They have more experience than you. Learn from them.

Always ask for permission before removing glassware from the table or the bar counter.  Never assume that it is all right to do so just because the glass seems empty to you.  Ask permission even when a fresh round is being delivered and the previous looks ready to be picked up.  Empty bottles are the first item to be removed.

Never handle glasses by the rim, even when empty. The bottom half is the only part that can be touched by you.

When your guests depart, offer a warm and sincere thank you, and invite them back again. That is what makes personal service!

Immediately clear the table or bar area, returning it to the original immaculate state. Nothing is more welcoming for the next guests than a clean, organized and inviting drinking space.



Drink Ordering Procedure

Throughout the years at Seabourn, a specific vocabulary has been developed amongst the Bar Teams. The main reason for this is that when a bar is busy, the Bar waiter and Bartenders needed a shorthand way of ordering drinks to communicate clearly and more efficiently.

This is how to order drinks from your Bartender:

“Please Can I have a…”

What you need…   What you say…
E.g. Gin and Tonic, Vodka and Soda   “Gin tall”, “Vodka tall” etc
Coca-cola, Sprite etc   “Soft”
Scotch and Soda on the rocks   “Scotch rocks”
No ice   “Neat”
E.g. Water no ice   “Soft neat”
E.g. Glass of house white wine   “House white”
E.g. Glass of Sauvignon blanc   “Sauvignon Blanc”
E.g. Stolichnaya Vodka Martini, straight up with olives   “Stoli Martini, up”

As a company standard, all white (clear) spirits are served in a tall glass; dark spirits are served ‘on the rocks’ short, unless otherwise requested.





Order System at the Bar Counter

In order for the Bartender to create your round as efficiently as possible, it is important to understand the sequence in which you should order your drinks.

1.   Soft Drinks – poured by the Bar waiter
2.   Frozen Cocktails– takes time to prepare, so the Bartender needs early warning         
3.   Champagne + Wines – poured by the Bar waiter
4.   Tall or rocks drinks – mixer finished by the Bar waiter
5.   Shaken/stirred drinks – take longer than built drinks
6.   Built drinks – quick to make
7.   Beer – with glass. Order last so it stays colder.

Please remember the Bar waiter is responsible to finish the drinks by adding mixers, garnishes, straws, etc. Also, when busy, the Bartender will pass you glasses and bottles to pour the wine and champagne orders.                                                                                                                                                 While waiting for a big order to be filled, clear tables, escort guests or take more orders, stay active!


TEA TIME:
4 pm to 5 pm

AFTERNOON TEA SERVICE STANDARDS
Always call the guests by name, great them warmly.
When the guests enter the lounge they are to be escorted to a seat by the staff in the lounge, napkins taken of
the table and folded out for the guest.
2 Pouring Black Teas are to be offered on a daily basis once the guest have been seated, a bar waiter will
introduce the tea via a brief speech " Good Afternoon M/M Sample, today's pouring teas are Himalayan Earl
Grey and English Breakfast tea. Also we have available a great selection of teas from Mighty leaf tea which you
will find on the menu.”
All selections made from the Tea Menu will be served in a single tea pot on the table with a standard verbal
explanation regarding the Brewing criteria “Your tea has been brewing for 1 minute, we recommend to await 3-
4 minutes to achieve optimum flavor, enjoy." Should there be time available the bar waiter is always to offer
the guests to pour the tea for them after the required brewing time.
Never leave the cup on the table, take the cup and saucer on the tray and pour there. This eliminates the risk
of spilling tea on a guest.
When offering Tea the bar waiter should always ask the guest first if they would like lemon or milk and the tea
should be poured over the milk or lemon,
The bar waiters need to constantly double check on the guests to ensure satisfaction with the offerings.
When passing by tables at all times should the barwaiters collect any empty sugar bags, used plates and ask
the guests if they would like more tea.
When guests leave the tables should be automatically reset for the next guests, the lounge should look the
same at 16:45 as it did at 16:00. At the 16:50 the bar waiters can slowly start minimizing the setups on the
tables.
The buffet should at all times be refilled and should never look empty, sufficient back up sandwiches, cakes
and pastries are to be provided by the pastry station. The Bartender is responsible to ensure the food is of the
required quality and quantity and should report and discrepancies immediately to the Chef De Cuisine and
Bar Manager.
Wish the guests a pleasant day when they leave the lounge.




Cocktails

A Very Brief History of Cocktails

No one knows the exact origin of the word ‘cocktail’, although there are many stories. Many cocktails that are still drunk today started as medicines, particularly for seafarers! Both the UK and US government tried to ban liquor from the public, but both times it resulted in the development of a cocktail culture! Illegally-made ‘bath tub’ spirits were bitter-tasting and needed to be mixed to disguise their roughness. With the increase in world trade, more exotic ingredients became available to be experimented with.

Glassware




 

From Left to Right: Champagne flute; Wine glass; Sherry/Port glass; Hurricane glass; Martini glass; Cognac snifter; Irish coffee glass; Beer glass; Highball; Rock/Old Fashioned glass; Shooter glass

Ingredients

Learning a new cocktail list can seem to be a very difficult task, as there are so many ingredients and so many possible combinations. If you learn to separate the ingredients into groups, this task becomes much easier as you start to see patterns forming. Cocktail ingredients can all be divided into three basic categories based on what role they play in the recipe. They are as follows:

BASE          

VODKA         (Potato or Grain base)
GIN            (Grain and Juniper Berry base)
RUM            (Sugar Cane base)
WHISKY/-EY)      (Rye, Barley, Corn, Rice base)
TEQUILA         (Agave base)
BRANDY         (Fruit base)

The BASE provides the majority of the alcohol in the mixed drink and lays the founding style. Because of the high alcohol content, other ingredients are needed to disguise the harshness and make the drink more palatable.






FLAVOURING

Liqueurs, Schnaps, Vermouths, Eau De Vies
Cordials
Pulps, Syrups, Juices
Bitters, Oils, Herbs, Spices

The FLAVOURING ingredients hide the alcohol in the mix and give the drink it’s distinct taste/style. They need to be used in combination to create new sensations, and ultimately, balance. There are many different types of flavorings giving a very varied palate of flavours.

MODIFIER   

Juices, Mixes
Cream, Milk, Ice Cream
Sodas
Water, Ice

The MODIFIER finishes the drink and must fit with the BASE and FLAVOURING to dilute the mix. Martinis and Shooter style cocktails have little or no MODIFIER, as they are meant to be stronger.

Learning Cocktails

When learning new cocktails, break them down and group them in your mind. Often, when you have to recall a cocktail from memory, getting the base spirit, glass and style of the drink first will help you remember the rest of the ingredients. Be able to picture the made drink in your mind. After you have made a drink for the first time, it is much easier to recall it!

Techniques

There are only five basic cocktail making techniques:

BUILD      All ingredients added together, usually over ice.

SHAKE      Ingredients added to a mixing glass, then  shaken in a tin and strained or dumped into the serving glass.

STIR      Ingredients added to a mixing glass with ice and stirred with a bar spoon and strained or dump poured into the serving glass.

BLEND      All ingredients blended with ice to a smooth consistency.

MUDDLE      Mashing solid ingredients with a muddler to release the flavors’ into the liquids.


Wine Service
Wine Senses

In tasting, three senses have a primary role to play:

Sight       analysis of the colour and clarity of the wine

Smell      analysis of the ‘nose’ – the bouquet, of the wine               

Taste      analysis of the palate of flavours in the wine

How To Taste Wine

With a small amount of wine in a wine glass:

1.   Hold up to the light and look for the clarity/viscosity

2. Hold the glass against a white background and look at the colour. Pay attention to the edge of the wine where the colour fades.

3. Take the ‘first nose.’ This means smell the wine without swirling it in the glass to get a general impression. Put your nose in the glass and breathe deeply. Breathe out slowly through your mouth.

4. To take the ‘Second nose’, swirl the wine around in the glass to release the aroma. Breathe in deeply through your nose and out through your mouth.

5. As the wine runs down the side of the glass, observe this motion. If the wine drips (called ‘legs’) slowly and seems thick, it may mean a sweeter wine. If a wine’s legs run down the glass quickly, this could mean a higher alcohol content.

6. Now taste! Swirl the liquid around in your mouth and make sure you feel it with every area of your tongue. Purse your lips and draw a little air in. This will help concentrate the flavours.

7. Describe the ‘mouth feel.’ Does it feel creamy? Light? Heavy? This is what we call the ‘body’ and is normally classed as ‘Light’, ‘Medium’ or ‘Full.’

8. Describe the taste. Think of similar flavours. Close your eyes to focus your taste buds. What flavours does the wine remind you of?

9. Spit the wine out. How does your mouth feel now? How long does the flavour linger in your mouth? This is called the ‘Finish’ and is described as ‘Short,’ ‘Medium’ or ‘Long.’

10. Lastly, compare this wine to your experience of other similar wines you have tasted before. How does it rate? The more you build up your personal repertoire, the easier you can rate each wine and build your knowledge.


Appearance

Clarity            Is it clear or murky?
Intensity of colour      Use similar objects to describe the colour e.g. ‘brick’, ‘straw’, ‘gold’
Viscosity            How are the ‘Legs’ moving? Is the wine thick? Syrupy? Watery?

Nose

Cork               Has the cork done it’s job and kept the wine sealed?
Sulphur Dioxide/Oxidation   A wine that is oxidised will smell instantly sour and mouldy
Describe the bouquet      Floral? Woody? Smokey? Fruity? Tropical?
First Nose/Second Nose   Aerate the wine

Palate/Taste

Sweetness/Acidity      Dry, Medium, Sweet
Residual sugar content
Citrus? Acetic? Bitter? Sour?
Tannin
•   Mouth feel, dry, powdery, soft, harsh
Alcohol/Body
•   Texture of the wine, light, medium or full?
Flavours
•   Wood? Smoke? Coffee? Butter? Strawberries? Grass? Blackcurrants? Apples? Cigars? Stone? Gooseberry?


Before Service…

Proper Preparation Prevents Poor Performance!

Be Equipped!
         Clean uniform, wine opener, clean napkin folded
         A wine menu and trays on your station

Be Knowledgeable!
                  Familiarize yourself with the wines of the night
         Check with the Sommelier if anything is out of stock

Be ready!
         Go straight to the dining room as soon as you are told
         Try to stay ‘ahead’ of the guests
         Move fast!





Serving Wine – Guest Table

Approaching the table:
•    Greet the guests by name
•    Inform the guests of the complimentary selections for the evening
•    Offer the wine list with a pleasant introduction

If the guests want complimentary wines…
•    Start by presenting the white wine to the table, introduce the grape, name and region of the wine
•    Pour ladies first, gentlemen after, moving clockwise
•    Always ask before refilling guests’ glasses
•    Always check if guests drinking white wine want to switch to red for their main course
•   When pouring the red wine, don’t forget to introduce it by grape, region and name!
•    Always clear away unwanted glasses

If a guest orders a wine from the wine list…
•    Inform the Sommelier immediately and set the table with large connoisseur glasses
•    He/She will advise if they will handle the wine or you will
•    Present the wine to the guest on your clean service napkin, label forward, announcing the name, region, grape variety and vintage
•    Upon approval from the guest, open the wine at the table to the right side of the guest who ordered it. Offer the cork on a side plate for inspection to the right of the host.
•   Pour a taster (3cm into the glass) to the guest who ordered the wine, and invite him/her to try it
•    If they approve the wine, follow the normal pouring order
•    If they refuse the wine, contact the Sommelier immediately
•    When everyone is happy and served, leave the bottle on a side plate on the table. Keep the cork with it.
•    Check back after a short while to refill their glasses and to make sure everything is fine for them


Serving Wine – Hosting Table

When serving an Officer-Hosted Table…
•    Approach the table to the right of the host once all guests have been seated
•    When acknowledged, announce the wines that have been selected for the Officer on behalf of the Sommelier
•    Let the host taste the white wine, by pouring a small amount in their glass
•    Upon approval, move round the table clockwise and serve all the ladies. Then make a second round for the gentlemen.
•    If you are taking the white wine around and a guest asks for red wine/a different drink, explain you will bring it in just one moment
•   When everyone that wants to start on white wine is served, and you have guests waiting for red wine, let the host taste the red wine, then serve the red to those who wanted it
•    Now go and get any mixed drinks from the wine stand that have been ordered
•    LAST: Serve the host
•    Be sure to ask when refilling and always offer for the guests to switch to red wine BEFORE main course is served







Serving Wine – 10 Golden Rules

1.   Always ask before refilling complimentary wines!
2.   Always remove unwanted glasses (dirty or unused) as soon as possible
3.   Always offer the wine list to non-hosted tables
4.   Always offer for guests to switch from white to red before main course is served
5.   Always keep a good relationship with the waiters who will communicate guest issues to you when possible
6.   Always serve wine with a clean napkin cradling the bottle
7.   Always serve wine at the correct temperatures
8.   Always be familiar with the wines we have available and take every opportunity to increase you knowledge
9.   Always be mindful of dripping water from chilled bottles and ice buckets onto the tiled floor as this creates a slipping hazard. Keep a napkin underneath it!
10.    Always go straight to wine service when sent to ensure you don’t fall behind for the evening. Be fast!


Seabourn Wine Programs - Complimentary

   As part of our complimentary beverage program, the Sommelier selects one white wine and one red wine from our selection of complimentary wines that pair with the evening’s menu
   He/She will stock each station with the selections prior to service
   If the guests prefer a different wine than those selected for the evening, the whole available selection is stocked in the Wine Stand pantry. Help yourself!
   Complimentary wines representing a range of grape varieties and regions are available in all bars. The same service procedures apply to wine served in the bars as to those in the restaurant

Seabourn Wine Programs – Wine List

The Seabourn Wine list offers guest better quality and selection for a very reasonable (tax-free) price (in US$) The Sommelier is in charge of curating the list and is ultimately responsible for all wine service and sales. The Sommelier will most likely handle all wine sales from the list, but it is essential for you to be familiar with the list and know which wines we carry. Some of our wines are very old and expensive and require expert handling. Always ask the Sommelier before removing any Wine List wine from the pantry.

Seabourn Vintage Program

The Seabourn Vintage program is an opportunity for our guests to pre-purchase a package of wines for their entire cruise to enjoy at their leisure. The Vintage menu has two levels, gold and silver, which feature select wines from our main wine list. Guests order a package from reception which is charged to their onboard account and can then select 6 wines from the Vintage program menu at any time during their cruise. They are issued a Vintage card (plastic and the same size as a credit card) to show they have bought a package. The Sommelier is in charge of keeping track of the Vintage program. The wines work out cheaper by buying a Vintage program than if bought individually from the main list, so the guest save money whilst we sell more wines. Everyone wins!