Level 2 Hospitality and Catering Principles (F & B Pathway) Day 5: Unit 9 Service of Alcoholic and Non-alcoholic Drinks

Yesterday we found out… how to prepare service areas and equipment for table service how to prepare customer and dining areas for table service how to greet customers and take orders how to serve customers in a dining area how to clear dining areas after table service.

Today we will find out… about a range of different drinks and the correct glasses to serve them in how to serve alcoholic and non-alcoholic drinks about the appropriate legislation that relates to the serving of alcoholic drinks how to identify when a customer should not be served with alcohol how to deal with violent and disorderly customers.

We will also… do practice test 12 (unit 9) do test 12 (unit 9) name a new skill or knowledge learnt today talk about what we have learnt so far fill in your Learner Session Record.

Types of drinks beer/lager/ale aperitifs/digestifs spirits liqueurs

Types of drinks cocktails minerals wine cider/perry

Aperitifs and digestifs champagne Aperitifs are offered before a meal to sharpen the appetite. Digestifs are offered after a meal to help with digestion.

Spirits Spirits have a high alcohol content. Serve neat or with a mixer. Legal measure is 25ml or 35ml. Use an optic to measure to serve spirits.

Liqueurs A sweetened drink made from flavoured distilled spirit Flavours such as: cream fruits herbs spices flowers nuts Liqueurs have a high alcohol content baileys

Beer, lager and ale lager Beer is the fermentation of malted grain, water, hops and brewer’s yeast. Lager is beer that is fermented slowly. Ale is beer that is fermented quickly. Add 25ml of lime to lager to make a lager and lime.

Cider and Perry Cider is the natural fermentation of apple juice. Perry is the natural fermentation of pear juice. cider/perry

Wine There are many forms of wine. The most popular are red, white, rosé. Wine can be still or sparkling. Measures for wine sold by the glass are 125ml, 175ml and 250ml.

Minerals Still and sparkling water, fruit juices, squashes, fizzy drinks and cordials are all classed as minerals. Often served on ice with a slice of citrus.

Cocktails A cocktail is classed as a mixed drink. This means the ingredients are not governed by The Weights and Measures Act. Often served with an accompaniment such as: ice, slice of citrus, olives, cherries, decorations, straw.

How to serve bottled drinks Remove screw top by hand Remove bottle cap with bottle opener Select the correct glass (mineral, lager, cider etc.) If suitable offer ice and a slice Pour with the glass at an angle Image - "Kronenkorken 01 KMJ" by KMJ

How to serve draught beer and lager Use a clean glass Pour the beer down the side of the glass and straighten the glass to give the beer a head If the beer is below 95% of the glass when the head has collapsed, top it up

How to serve measured drinks "Optic Pearl" by Source

champagne flute pint/half pint slim jim red wine (large bowl) white wine (small bowl) sherry tumbler

Temperatures Drink Storage Serving Beers and lagers Cellar 10oC to 12oC Chilled 6oC to 8oC Ales Room temperature 8oC to 18oC Scotch and stouts (Guinness etc.) White wine and sparkling wine Chilled 6oC to 8oC (ice bucket, coolers). Spirits, vermouth, liqueurs (vodka etc.) non-alcoholic drinks. Red wine Room temperature or a little below 8oC to 18oC

Before serving drinks, ask yourself: Which glass should I use? What temperature should the glass and drink be? What is the correct pouring technique? What is the correct measure? Does the drink need any accompaniments?

How to make a floater coffee Demonstration

How to serve wine at a table Preparation Serving red wine at a table Serving a decanted wine at a table Thanks to the Wine and Spirit Education Trust.

Taking customer orders Be welcoming Serve customers in a first come first served basis When taking a multiple drinks order: serve drinks that do not have a head first serve bottled beer, draught products and anything that may lose it’s fizz last.

Serving drinks at a bar Drinks are ordered, served and paid for at the bar Create a friendly atmosphere

Serving drinks at a table Order taken at the table Drinks prepared by bar staff at the bar Placed on a tray and served at the table by the waiter Serve ladies first, then men and finally the host Pour any mixers into the drink at the table

Be accurate! Listen to your customer’s order: Give the correct price. How many drinks? What type of drinks? Any special requirements? If it’s a large order, write it down. Give the correct price. Mental arithmetic or calculator? Serve the correct measure. Know the drinks you are serving. Names of the drinks. Alcohol content. Flavour, taste and origin.

What would you do? A customer who has mobility difficulties enters your restaurant. If necessary, advise them where the accessibility ramp is If necessary, remove move furniture Provide a table service A customer who has a visual impairment enters your bar. Provide a large print or Braille menu

What would you do? A customer who has a hearing impairment is next to be served at your bar. Let them know if you have a loop system Speak clearly but don’t shout! Think about your body language If necessary, write information down A customer requests that you stay open after your business’ usual opening hours. Politely refuse, it’s illegal

How to deal with complaints Apologise Apologise to the customer that they feel they have a reason to complain Thank the customer for letting you know Listen and enquire Listen to the customer. Repeat the main points back to the customer Speak to anyone else involved Resolve Apologise if the customer is not at fault. Inform your supervisor Follow organisational procedures to find a solution Report Let the customer know what is happening Let your supervisor know the outcome

Dealing with complaints × Don’t: interrupt customers take complaints personally argue lie blame others.

How would you respond to a person under the influence of drugs or selling them?

Actions to take Keep calm: Know your authority: Refuse to serve them tone of voice body language Know your authority: contact your line manager contact security Refuse to serve them If necessary, call the police

Legislations’ that relate to serving alcohol Health and Safety at Work Act 1974 Licensing Act 2003 Consumer Rights Act 2015 Trades Descriptions Act 2010 Weights and Measures Act 1985

Licensing Act 2003 The objective of the Act is to: prevent crime and disorder keep the public safe prevent public nuisance protect children from harm. This Act states that to sell alcohol, you must have a license. This Act is enforced through a premises licence and a personal license.

Consumer Rights Act 2015 and Trade Descriptions Act 2010 Both Acts prevent untrue claims about goods. Under these Acts the ‘Passing off’ of goods is illegal. Consumer Rights Act 2015 ensures all goods are: satisfactory quality fit for purpose as described. Trade Descriptions Act 2010 ensures the description given about goods is not misleading. The description of a drink should include: name, type, content, price and alcohol strength.

Weights and Measures Act 1985 Drink Legal measure Spirits including: gin, whisky, vodka and rum 25ml or 35ml Aperitifs and fortified wines 50ml Wine by the glass 125ml, 175ml, 250ml or multiples of Wine by the carafe 25cl, 50cl or 1 litre Draught beer and cider 1/3 pint, ½ pint or multiples of ½ pint. It should not be less than 95% of the glass once the head has collapsed

Over 18s only It is illegal to sell alcohol to an individual who is: under 18 buying alcohol for a person under 18. However, it can be consumed by: an individual aged 16 or 17 if accompanied by a parent and/or legal guardian, if the alcohol is to be consumed on site and with a meal.

Age restrictions 19 14 16 20 15

What counts as a valid proof of age?

Examples of valid proof of age are… Citizencard (official UK proof of age card) Passport Driving Licence

Can you think of any reasons to refuse to sell alcohol?

Reasons to refuse sale It is out of legal opening hours The customers is: under 18 drunk, violent, quarrelsome or disorderly an associate of a drunk person, if the purchase is intended to be consumed by the drunk person under the influence of drugs a policeman in uniform a known prostitute previously barred

Today we have found out… about a range of different drinks and the correct glasses to serve them in how to serve alcoholic and non-alcoholic drinks about the appropriate legislation that relates to the serving of alcoholic drinks how to identify when a customer should not be served with alcohol how to deal with violent and disorderly customers.