Table Of ContentBAR AND ALCOHOLIC
BEVERAGE SERVICE
Keith Hearn
and Jennifer Murray
Series Editor: Roy Hayter, Hotel and Catering Training Board
M
MACMILLAN
©Hotel and Catering Training Board 1990
All rights reserved. No reproduction, copy or transmission
of this publication may be made without written permission.
No paragraph of this publication may be reproduced, copied
or transmitted save with written permission or in accordance
with the provisions of the Copyright Act 1956 (as amended),
or under the terms of any licence permitting limited copying
issued by the Copyright Licensing Agency, 33-4 Alfred Place,
London WC1E 7DP.
Any person who does any unauthorised act in relation to
this publication may be liable to criminal prosecution and
civil claims for damages.
First published 1990
Published by
MACMILLAN EDUCATION LTD
Houndmills, Basingstoke, Hampshire RG21 2XS
and London
Companies and representatives
throughout the world
British Library Cataloguing in Publication Data
Hearn, Keith
Barcraft
1. England. Licensed premises. Bar work-Manuals
I. Title II. Murray, Jennifer
641.874
ISBN 978-0-333-46338-3 ISBN 978-1-349-10170-2 (eBook)
DOI 10.1007/978-1-349-10170-2
CONTENTS
Acknowledgements v
About this book 1
The customer
1 In the licensed trade 2
2 Where they like to drink 4
Insight
3 Principles of barcraft 1 6
4 Principles of barcraft 2 8
5 The history of alcohol 10
6 Why the sale of alcohol is controlled 12
Equipment
7 In the bar 1 14
8 In the bar 2/Cellar 16
Method
9 Preparing the bar 1 18
10 Preparing the bar 2 20
11 Taking orders and payment 22
12 Serving beer and lager 24
13 Serving other drinks at the bar 26
14 Accompaniments/Mixed drinks and cocktails 1 28
15 Mixed drinks and cocktails 2 30
16 Serving food and beverages 1 32
17 Serving food and beverages 2 34
18 Serving wine and other drinks at table 1 36
19 Serving wine and other drinks at table 2 38
20 Clearing 40
21 Closing the bar 42
Ill
CONTENTS
Cellar work
22 Keeping a good cellar 1 44
23 Keeping a good cellar 2 46
24 Keg beers and lagers 48
25 Cask conditioned beer 50
26 Bottled drinks and bulk minerals 52
27 Controlling stock 54
More about
28 Beer, cider and perry 56
29 Wine 58
30 The label on the wine bottle 60
31 How wine is made 62
32 Fortified wines 64
33 Spirits 66
34 Liqueurs and cigars 68
35 Soft drinks 70
It's the law
36 Selling and serving drinks 1 72
37 Selling and serving drinks 2 74
You and the way you work
38 Dealing with the customer 1 76
39 Dealing with the customer 2 78
40 How to work effectively 80
41 Working with others 82
Safety and security
42 Working safely 84
43 Fire and electric shock 86
44 Security 88
Index 90
IV
ACKNOWLEDGEMENTS
Macmillan Education and the Hotel and Catering Training Board are grateful to
Mary James and Melvyn Teare who were responsible for setting up the original
structure and scope of this book, to the Brewers' Society, B. M. Dawes MS and
Betty Nerney who commented on the draft text, to Steve Ruthen of Greene King
& Sons Ltd for suggesting photographic locations, and to Jennifer Murray who
organised and briefed the photographic sessions with Catherine Blackie.
The publishers would also like to express sincere thanks to the following for
their help in supplying photographs and illustrations:
John Artis Ltd, Chessington to adapt the illustration in unit 15 from their
catalogue
Catherine Blackie (picture research and photography in units 1, 3, 4, 7, 8, 9,
10, 11, 12, 13, 14, 15, 16, 18, 19,20,21,22,23,24,25,26,27,35,36,37,
38, 40, 41, 42,43 and 44)
The Brewers' Society, London to adapt the illustrations in units 6 and 28 from
Brewing Review No. 19, Summer 1988 and No. 17, February 1987 respectively
Burford Bridge Hotel (Trusthouse Forte), Box Hill, Dorking (cover, photographer
Transmedia)
CERT, The State Training Agency for Hotels, Catering and Tourism in
Ireland, to adapt the illustrations in unit 12 from An Introduction to Bartending
Skills for the Hotel, Catering and Tourism Industry, CERT Ltd, Dublin, 1987
The Champagne Bureau (unit 5)
Chef & Brewer Ltd, London to adapt the illustration in unit 24 from Working
in a Pub
Clenaglass Electric Ltd, Farnham, Surrey (illustration in unit 20)
The Crane, Wandsworth, London (units 13 and 27)
Eadescan Ltd, Leicester (unit 7)
European Cellars (unit 29)
Frank Lane Picture Agency/Mr and Mrs R. P. Lawrence (units 5 and 28)
Gaskell & Chambers Ltd, Leicester (photograph and illustration, unit 7)
The Hoop & Toy, London SW7 (unit 17, photographer Robin Mathams)
InterCity on Board Services (unit 38)
Julie's Bar, Holland Park, London (units 7, 10, 16 and 35)
Julie's Restaurant, Holland Park, London (units 26 and 38)
The Kobal Collection (unit 21)
The North Star, Ealing (units 4 and 16)
Payne and Gunter Ltd (units 40 and 41)
Portman Arms (a Berni Inn), London NW1 (units 8, 10, 18, 19, 27, 37,38 and
43)
The Princess Louise, Holborn, London (units 3, 8, 9, 10, 11, 12, 16, 20, 21, 22,
23, 24, 25, 26, 27, 40 and 42)
The Ravenhead Co. Ltd, St Helens to adapt the illustrations in units 12 and 13
from their catalogue
Rumours Restaurants Ltd, London WC2 (units 1, 14, 15, 20 and 44)
Sheldon Cutlery Co. Ltd, London to reproduce photographs from their
catalogue (unit 7)
Sheraton Skyline, Hayes (unit 34, photographer Alexia Cross)
The Sloop Inn, Bantham, Devon (units 16 and 36)
Smithfields Past & Present Tavern Bar, London EC1 (unit 9)
Staines Catering Equipment, Southall, Middlesex to adapt the illustration in
unit 8 from their catalogue
Travellers Fare (unit 1)
Trusthouse Forte Hotels pic (units 2 and 7)
Walley Ltd, Grays, Essex to adapt the illustration in unit 7 from their catalogue
Young & Co's. Brewery Ltd, London (unit 1)
v
ABOUT THIS BOOK
The aims of the book
Enormous changes have occurred over the last few years in pubs, restaurants, hotel
bars, clubs and other places where people go for a drink. Around half of Britain's
pubs now serve food and coffee, wine and cocktail bars are increasingly popular, a
wide choice of low alcohol and non-alcoholic drinks are offered, and there are even
a few pubs which serve no alcohol at all.
This book and the accompanying Barcraft videos Thrown in the Deep End and
A Good Performance aim to help barstaff understand and meet the needs of today's
customers. The emphasis is on the common principles which hold true in all types
of licensed establishment.
These principles cover not only what tasks are done in a bar, but how they are
done, and why they are done in this way. For instance, a drink is served in a certain
way because:
• the law demands it • it takes account of customers' needs
• it is hygienic • it is an efficient way of working.
The structure of the book
The material is presented in 44 double page openings (called units). These units are
grouped into nine divisions, so access to any particular topic is straightforward.
The customer-who the customers are, why they go out for a drink, how the
structure of the licensed trade is changing to meet different customer needs.
Insight-the principles of barcraft, the importance of building up good product
knowledge and practising the technical and personal skills required to give a good
performance behind the bar. After giving a brief history of wines, beers, spirits and
the first pubs, Insight examines the effects of drinking alcohol.
Equipment-an introduction to the vast range of bar utensils and equipment,
including that found in the cellar.
Method-the major section of the book, these 13 units cover the service of different
types of drink including wine and cocktails, serving food and beverages, and
serving wine and other drinks at table. The first Method units deal with the
preparation of the bar, and the final units cover cleaning and closing the bar.
Cellar work-the routines required to keep a good cellar and ensure that the
different products are stored correctly and served in good condition.
More about-the different products sold in bars and how they are made, including
beer, wine, fortified wines, spirits, liqueurs and soft drinks.
It's the law-the legal aspects of selling and serving alcohol, when, where and to
whom it can be sold.
You and the way you work-how to find out more about customer needs and deal
with them in an appropriate way (face-to-face, on the telephone, receiving a
complaint or compliment) and how to work effectively-on your own and with
others.
Safety and security-the legal aspects of health, hygiene and safety, and good
practice, preventing violence, theft and other aspects of security.
Units that will help readers gain Caterbase modules in bar and alcoholic
beverage service are identified and each unit has a TO oo. These practical activities
will encourage readers to develop an interest in a particular topic and gain a deeper
understanding by applying the information to their own experience.
1
THE CUSTOMER
In the last thirty years, alcohol consumption in the UK has almost doubled. 30
million people, that's over two-thirds of the population, now go to pubs for a drink.
Counting those who have a drink with a meal, or go to clubs or other kinds of bars,
the proportion of the population who go out for a drink becomes even greater.
Who the customers are
In an average week, 75 per cent of all men and half of all women in the UK will have
some alcohol. There is no specific type of person who likes to go out for a drink,
although research shows that people under the age of 25, especially men, now drink
more than any other age group. Drinkers are all kinds of people with all kinds of
tastes, not only in what they drink, but in where they choose to drink, when, and
why they drink.
When people go out for a drink
Many people like to drink only when they have a meal, others prefer a drink on its
own. Some like to drink at lunch time, others on their way home from work, while
others prefer to go out in the evening. Sunday midday is a favourite time with
customers, and establishments which provide food and family areas do particularly 1
BARCRAFT TIP
good business then.
The new licensing hours, which allow premises to stay open all day except
It is illegal to serve alcohol to anyone
Sundays, now make it possible for customers to do their drinking at any time under the age of 18. If you suspect a
throughout the day. person is under age, ask them how old
Licensing hours on trains, boats and planes have always been less restricted than they are, and to provide some proof if
they say they are over 18. If they cannot
elsewhere. In theory, travellers can obtain drinks whenever they choose, though in
produce this proof, and you believe that
practice serving times do vary depending on the management. Hotel residents can they are under 18, you must refuse to
also legally buy drinks all night on the premises, though again, in practice, barstaff serve them.
usually manage to close the bar before dawn!
t t t
TODO
Ask ten people you know (they should
be as different as possible in age, sex,
dress and attitudes) why they might go
out for a drink. Make a note of their
answers, then see if you can rank these
answers in order of popularity.
Compare your results with any of your
colleagues who have completed this
activity.
2
In the licensed trade
Why people go out for a drink
If the reason were simply because people like to drink, then that well-known British
institution, the pub, would not exist. People would simply go to their nearest off-
licence or supermarket and buy a bottle to take home. This is not only a cheaper
way of drinking, but also has laid-on entertainment in the form of the television or
video. So what is it, if it isn't just the drink, that makes people go out? Well, the pub
is a place where customers can forget their worries, where the landlord, barstaff
and other customers are pleased to see them, respect their opinions, and sympathise
with their problems. And maybe even laugh at their jokes. The pub is a place where
people are accepted for what they are, no matter what their place in society. And
this is a comforting feeling, especially when washed down with a pint or two. There
are other reasons, apart from repairing a bruised ego, for going out for a drink.
Social
On the whole, drinking is a social activity, and most people choose to go out to
drink in order to meet other people. These may be friends or simply other regulars
in the bar. Some people are lonely, and go out for the company. Others want to be
seen in the 'in' place, perhaps in the hope that they will meet someone they are
attracted to.
Celebrations
Special occasions are often celebrated in licensed premises, for instance, stag and
hen nights, the wedding itself, a birthday, or a job promotion.
Games, entertainment and fund raising
Many establishments run competitive games such as darts and pool, some of which
are league games which involve visiting teams. Music and cabaret are becoming
increasingly popular, and many establishments now have regular discotheques to
attract customers. Bars with plenty of regulars are in a good position to raise funds
for charity, or to run their own promotional activities, which involve the customer
and help to make the establishment part of the community.
Business
Many business deals have been clinched over an all-expenses-paid meal, or simply
a pint in the pub. Many business colleagues also like to have a drink together at the
end of a day's work where the business they discuss may be more akin to office
politics and gossip than making deals!
Travelling, holidays and leisure
Some people find a drink can help soothe the stresses of a journey, whether by sea,
air or rail. Travellers staying overnight away from home may find that the
environment of a bar or local pub is more to their liking than a hotel bedroom.
While for most holiday makers, drinking and eating become major factors in their
enjoyment. The leisure industry is expanding fast, and customers expect these days
to be able to get refreshments when they are enjoying themselves away from home.
*
For a drink FOR INTEREST
Some drinkers go out for a drink because they want or need a drink. Other factors
83 per cent of men and 74 per cent of
like socialising and being entertained are of secondary importance.
women now aged 18 to 24 began
drinking before their 18th birthday. 31
For variety per cent of men and 23 per cent of
women in the same age group began
It may occur to somebody one evening to have a change and go out to a pub for a drinking before the age of 15.
drink, rather than stay in and watch television.
3
I?J_ THE CUSTOMER
*
Enormous changes have occurred over the last few years in pubs, restaurants, hotel
FOR INTEREST
bars and other places where people go to drink. The reason is the changing nature
of society. Young people are no longer drinking where their parents drank. And In the UK there are:
now relaxed licensing hours, which allow establishments to serve alcohol all day, 48,000 hotels and guesthouses
are forcing licensed traders to be more competitive with each other in an effort to 13,000 licensed restaurants
36,000 tenanted pubs
keep existing customers and to attract new ones. In this environment, changes are
15,000 brewery-managed pubs
inevitable. 28,000 freehouses
36,000 clubs
During the 1980s in the UK:
The end of the British pub? Sales of wine, cider and minerals
The traditional image of the British pub-the all-male preserve where customers increased.
Sales of beer went down.
went to get drunk-changed long ago. Women have been frequenting pubs in large
Sales of spirits remained the same.
numbers for more than twenty years now. But the image of the pub is changing yet
7,000 million litres of alcoholic drinks
again. The demand now is for Continental-type bars where food service is as are produced each year in the UK.
important as providing drinks. Already nearly half of Britain's pubs have responded 1,000 million lirres of spirits, mainly gin
to this demand and serve food and coffee, either at the counter or in a separate and whisky, are exported each year.
restaurant area. Wine and cocktail bars are increasingly popular, and most
amazing of all is a trend in pubs which serve no alcohol at all!
Restaurants and hotels adapt
New brasseries, wine bars and cocktail bars are springing up in towns and cities
throughout the country, all wanting to take advantage of the new trends, and
although some are forced to close as quickly as new ones open, others can
undoubtedly boast a success story. A number of existing restaurants are refurbishing
to American-style bar-restaurants, which offer food and drink in a more friendly
and relaxed atmosphere, usually with one long bar and just a few tables. Large A health conscious nation
hotels which in the past have catered mostly for visitors to the area now realise Establishments are responding to an
increasing demand for healthier food
there is a potential market just down the road. They are introducing young,
and drink. Customers are buying more
casually-dressed staff, lively music and other entertainment to attract local people fruit juices and natural minerals, and
and break down barriers which have stood for generations. low-alcohol and alcohol-free wines,
beers and lagers. Raw salads, whole
meal products and pulses are popular,
What influences customers' tastes and there is a trend away from
cholesterol-packed cream and butter
Foreign travel, television and advertising are the main influences. The British are no towards polyunsaturated fats and
longer purely a beer and whisky drinking nation. Imported drinks, cocktails from skimmed milk.
America, and wines from Europe, Australia, New Zealand, North and South
America have become popular. Bacardi and coke, for instance, was a relatively
unknown drink before the package holiday to Spain (where the drink is more likely
to be called a Cuba Libre). The same goes for Piii.a Colada. Television advertising
has proved a successful way of selling completely new types of drink such as
Bailey's.
t t t
TODO
Who the licensed trader is
Ask three or four experienced barstaff
Pubs and other licensed establishments can be run by the owner, a tenant or a you know, or some of your local
manager. The owner can be a private individual, but it is common for breweries to publicans, how they have found their
own licensed houses where they can sell their own brand of beer. They appoint customers' tastes have changed over the
last ten years or so. Make a note of the
either a manager or managers (often a husband and wife team), or a tenant to run
drinks which are currently the most
the premises. Managers are paid a salary by the owners. Tenants must pay rent to popular, any which have declined in
the owners, but have control over how the place is run. Freehouses are privately- popularity and those which are likely to
become popular. Try and find our from
owned licensed premises which in theory are not tied to any brewery and can sell
the people you speak to why they think
beers from a variety of brewers. In practice, however, freehouses are often limited, the changes have come about.
for financial reasons, in the range they sell.
4
