10 wine service provision assignment

Wine ServiceProvision

Advanced Technical Skills – FBA 11In

Food & Beverage Service (Theory)

Mr J. Zahra

Roderick Zammit

26 January 2006

ADVANCED TECHNICAL SKILLS THEORY – FBA 11

CONTENTS

Page No

10.1 Factors to be taken into account when dealing with Customers 2

10.2 Key Features and Functions of a Wine List 3

10.3 Basic Types and Range of Available Wines 4

10.4 Appropriate Storage, Serving and Pouring of Wines 6

10.5 Factors to take into Account when organising the service of wines

12

Bibliography 14

WINE SERVICE PROVISION 1


10.1 Factors to be taken into account when dealing with Customers

Types of Customers

Examples:1. Function Customers2. Restaurant Customers3. Bar Customers4. Regular Customers5. Family type of Customers6. Couple Type of Customers7. Teenager and Young Type of Customers8. Customers with Special Needs9. Elderly Customers

Customer Requirements

How to Identify:1. Customers’ Facial Expressions2. Customers’ Body Language3. Asking for Feedback on Satisfaction4. According to Menu Items, Example by offering Accompaniments

Unexpected Situations

Procedures:1. Examples of Procedures

DrunkStop Serving Alcoholic Beverages

IntoxicatedDo not serve Alcoholic Beverages, if need be get authorities such as: Police Force

Suspecting Under AgeAsk for Identification

Customers that bring their own BeveragesCharge for Corkage

Items on menu out of StockOffer Alternatives



Establishment Procedures

Taking a Wine Order:1. Offer Wine List2. Provide Suggestions3. Listen Carefully to Customer4. Write down Order5. Confirm Order by repeating to Customer6. Present the Bottle to Customer7. Open Bottle in front of Guest8. Serve Host enough for Tasting9. Serve his Guests ‘Ladies First’ and ‘Age Before Beauty’10.Go Back to serve Host11.Leave the bottle together with its cork on customers Table on a Lined Plate if it’s red

or in an Ice Bucket if its White, Rose or Sparkling 10.2 Key Features and Functions of a Wine List

Types

Wine Lists:1. Bar Wine List2. Functions Wine List3. Room Service Wine List4. Restaurant Wine List

Layout

Examples:1. Attached to Menu 2. Separate Wine List to Menu3. Wine List left on Table4. Tent Card Wine List5. Scroll Wine List

Selling

Wine List Function:1. Similar to a Menu a Wine list is a Selling Aid2. Makes the Customer aware of the i. Availability of Wine

ii. Variety of Wineiii. Wine Contents and Attributesiv. Wine Grape Variety

Promotion:1. Marketing Tool2. Helps the Customer in the Selection of Wine



3. Enhances the Probability of Customers acquiring wine.

Harmonisation

Wines/Foods:1. Examples Sea Bass Riesling / ChardonnayBeef Cabernet Sauvignon Pork Gamay / MerlotGoat Cheese Pinot Grigio / Sauvignon BlancBisque ViogniorAsparagus Sauvignon Blanc

10.3 Basic Types and Range of Available Wines

Types Basic Range:1. Red2. Rose3. White4. Fortified5. Still6. Sparkling7. Vintage

Characteristics

Range:1. Dry2. Medium-Dry3. Sweet4. Fruity5. Full-Bodied6. Medium Bodied7. Oak-Aged

Country of Origin

France:1. Bordeaux2. Burgundy3. Alsace4. Beaujolais



5. Champagne6. Cognac7. Provance8. Rhone9. Armagnac

New World:1. Canada2. Australia3. South Africa4. Japan5. Chile6. United States7. New Zealand

Bottle and Label Information

Examples: 1. Amount in “cl”2. Alcoholic Percentage3. Country of Origin4. Grape Type5. Information and/or History of that Particular Wine6. Name and/or Label of Winery



10.4 Appropriate Storage, Serving and Pouring of Wines

Equipment

1. Buckets normally made of Shiny Stainless Steel, which are usually mounted on Stands made on Purpose.

2. Used to keep Wine or Champagne at Ideal Cold Temperature

Coolers: 1. Cupboards used to store red wine to keep them at the best temperature



Carafes: 1. Bottle Shaped Jugs but with wider Necks2. Normally used for serving House Wine

Decanters: 1. Special Shaped Bottles normally made of Crystal Glass2. Normally used for Port or Sherry



Cradles: 1. A Stand to hold bottles of wine2. Normally used for Red Bottles of Wine

Corkscrews1. Waiters’ Friend2. Used for Opening Wine Bottles plus any other bottles such as Soft Drinks

Glassware: 1. Glasses2. Bottles3. Decanters4. Carafes



Service Cloths: 1. Waiters’ Cloths2. Service Cloths used for serving wine to wipe the rim of the neck to prevent Spilling.

Storage and Service Temperatures

Red: 15.5 – 18oC

Rose: 12.5 – 15.5oC

White: 10 – 12.5oC

Dessert Wines, Champagne and Sparkling: 4.5 – 10oC

Presenting

In the Bottle:1. Present the Bottle to the Host, Label Facing Towards Him2. Serve Wine from the Right, Having the Label Facing the Guest 3. Pour a Little wine into the Hosts Glass for tasting.4. Serve the rest of the customers on the table, leaving the Host for last5. Ladies are to be served first, Age before Beauty



By the Glass:1. Present the Glass to who ever ordered if2. Serve Beverages always from the right of the Guest

Cradle:1. A Stand to hold bottles of wine2. Normally used for Red Bottles of Wine

Decanter:1. Present the Bottle to the Host2. Serve Wine from the Right, Having the Label Facing the Guest 3. Pour a Little wine into the Hosts Glass for tasting.4. Serve the rest of the customers on the table, leaving the Host for last5. Ladies are to be served first, Age before Beauty

Host:1. Wine List is to be given to the Host2. Present the Bottle to the Host3. Pour a Little wine into the Hosts Glass for tasting.4. Serve the rest of the customers on the table, leaving the Host for last

Using Corkscrew: 1. Present the Bottle to the Host2. Remove the Foil3. Insert the twirl into the cork 4. Pull using the Rim of Bottle without using too much force5. Wipe Rim of Bottle for any Leftovers of the cork



Champagne and other Sparking Wines: 1. Present the Bottle to the Host2. Remove the Metal Part keeping hold of the Cork3. Remove the cork slowly, not to allow the overflow to occur4. Wipe Rim of Bottle for any Leftovers of the cork

Identification of Host/taster:1. Host can be Identified by either asking the Head waiter



2. Anticipating by asking the surname of the person who booked the table, then asking the party who is Mr/Mrs Host

Method of Pouring: 1. Present the Bottle to the Host with the label facing the Guest2. Open and Wipe the inside neck of the bottle with a serviette 3. Hold the bottle for pouring in such a way that the label may be seen4. Use the waiter’s cloth, folded to catch any drips

Remainder of Party:1. Give a taste to the host, pouring from the right2. Serve the rest of the Party, Ladies First, Age before Beauty. Starting from the

Host’s Right3. Finish by serving the Host

Amount:1. Normally a 25cl glass is used in which case a maximum of 15cl is filled up.

10.4.6 Key Points for Pouring

Right hand Side:1. Wine as per any other beverage is presented, offered and poured from the right

hand side of each guest2. Glasses are positioned on the top right hand side of the place setting, for them to be

easily reached when wine is poured by the waiter

Label Visible:1. Label should be left clearly visible when wine is being poured, for the guest to be

able to see.

Range of Skills:1. On Finishing Pouring a glass of wine, twist the neck of the bottle and raise it at the

same time2. This prevents drips from falling on the table cloths, but if drips fall anyway, use the

Waiters cloth to wipe the rim of the Bottle’s Neck3. When opening a Wine Bottle care needs to be taken to open the bottle slowly to

prevent it from popping, as this can ruin the wine.



Refilling Glass

Procedure:1. A Wine Glass would normally be of 25cl capacity, but should be filled up to 15cl.2. As soon as a wine glass is near to empty, the wine waiter should ask the guest if a

re-fill is desired.3. Glasses should be refilled to a maximum of 15cl in a 25cl glass.

Procedure for Empty Bottle:1. If bottle is finished, the wine waiter should ask if another bottle is desired 2. If another bottle is ordered by the customer, fresh glasses are to be offered3. Once again the host or who ever ordered the wine is to taste the wine

10.5 Factors to take into Account when organising the service of wines

Mise en Place

Examples:1. Wine List2. Service Plates3. Silver Salvers 4. Ice Buckets and Stands5. Corkscrews6. Bottle Under Plates7. Champagne Stoppers

Temperature

Correct Temperature of Wines:1. Red 15.5 – 18oC 2. Rose 12.5 – 15.5oC3. White 10 – 12.5oC4. Dessert Wines, Champagne and Sparkling 4.5 – 10oC

Chilling and Warming

Establishment Procedures:1. Wine is stored in fridges or cabinets in accordance to the temperature it is

required to be served in2. If white wine is not cold enough, it can be chilled by placing in an ice-bucket full

of ice3. If red wine is not cool enough, then it needs to be opened as early as possible in

order for it to attain room temperature naturally

Orders



Priorities:1. First Come First Serve2. Regular Customers

Alternatives

Offering:1. Same Type of Wine2. Same Grape 3. Same Variety4. Different Tastes5. Wine of the Day6. Special Offers

Situations:1. Wine Finished2. Wine out of Stock3. Bin Ends4. Better Vintage5. Corked Wine6. Wine not to Customers Satisfaction

Rejects

Procedures for Unacceptable wine:1. Replace2. Offer Alternatives



Bibliography

Authors Book EditionYear Publisher Name

Tom Powers Introduction to Management in the Seventh EditionClayton W. Barrows Hospitality Industry2003 .

Ricky W. Griffin Management2002 Houghton Mifflin Company Seventh Edition

Richard L. Daft Management2000 Harcourt Collage Publishers Fifth Edition

H.L Cracknell, Practical Professional Catering Management2000 Macmillan Press Fifth Edition

Richard Kotas Food and Beverage Management1999 Hodder & Stoughton Publishers Sixth Edition

Kinton, Ceserani Theory Of Catering1999 Hodder & Stoughton Ninth Edition

Dennis R Lillicrap Food and Beverage Service1997 Hodder & Stoughton Publishers Third Edition


10 wine service provision assignment

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