costa-ibero-procedimientos restaurant & bar

Joiners

Service & BeverageOrientation

Human Resources Training

Joiners Service & Beverage

Orientation

Fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Beverage Knowledge. . . . . . . . . . . . . . . . . . . . . . 12Advanced Beverage Knowledge . . . . . . . . . . . . 2 0Cocktail Abbreviations . . . . . . . . . . . . . . . . . . . . . 2 6

Table of

contents

Joiners

Service & Beverage- FUNDAMENTALS

The Five Steps of Successful Service

1. Preparations before entering the work environment:• Wash your hands often with warm water and soap. Always wash your hands after using

the toilet, smoking a cigarette, or after eating.• Always be on time for work. Being on time means being at your workplace ahead of

your scheduled start time.• Shower and be fresh. Be certain your uniform is clean and orderly.

2. Greeting the passengers and creating the Moment of Truth:• Passengers should feel welcomed with a sincere greeting. The server should smile,

make eye-contact, adopt a friendly manner and tone of voice, and greet themaccordingly.

3. Taking the order:• Write down the food/drink order. Special requests are noted and the order is repeated

to ensure accuracy.• Listen carefully to what the person is saying and maintain eye contact.

4. Service during the dining experience• Never eat or chew gum during service. Do not touch your hair or put your hands

in your pockets.• Serving food and drinks should be done from the right with the right hand. If this is not

physically possible then serve from the left with the left hand.• Condiments and sauces are served from the left.• The service staff should be careful his/her fingers do not touch the food or the top

rim of the plate.• Service should begin with the ladies first, followed by the gentlemen. Higher ranking

officers should be served before the lower ranking officers. If there is a host, then thehost is always served last.

• Reset the appropriate flatware, if more than one dish is being served.• The plates must be positioned correctly with the main item (fish, meat, etc.) directly in

front of the passenger (six o’clock).• Introduce the main item as you place it on the table.• The service staff and his/her supervisor should be available if there are any

questions or concerns.• Every item that is not necessary to be on the table (plates, glasses, and flatware) should

be removed.• When removing plates and flatware from the tables, place all cutlery on one plate only,

and pile up the plates in order to carry them to your station.• Dessert and coffee should always be suggested after the main course is complete.

5. Other reminders to ensure quality of service:• Reset tables quickly so officers can sit at a clean table.• The area should remain clean and free of any garbage, spilled food, etc.• Every effort in following the Public Health should be made by the service staff and

the entire team.

FUNDAMENTALS

Joiners Service & Beverage | page 13

Table Service EquipmentThe term “Mis en Place” is defined as “everything in place.” When you “mis en place” atable, you are preparing it for the passenger. This may be necessary when you set a table,deliver the flatware, or prepare your station for service.

Flatware

When delivering flatware to the table, use a plate with a napkin underneath the cutlery.• If the flatware is to be placed on the left side, place it on the table from the left

side of the passenger. The same applies with the right side.• Never cross in front of the passenger and place the cutlery on the opposite side.

FORKSAll forks are to be placed on the left side of the tablesetting, regardless of their use.

COCKTAIL FORK – smallest fork used for “AlwaysAvailable” shrimp cocktail, escargot, and entrees suchas lobster and crab

APPETIZER FORK – used for salads, appetizersrequiring a fork, cheese plates, and desserts

FISH FORK – uniquely shaped, designed for fishentrees only

DINNER FORK – largest fork, intended to accompany all other entrees and pastas

KNIVESAll knives are to be placed on the right side of thetable setting facing the left direction, regardless oftheir use.

BUTTER KNIFE – smallest knife designed to spreadbutter or condiment; placed on the side plate, leftside of the table setting. It also faces left direction.

APPETIZER KNIFE – used for items such as salads,all appetizers requiring a knife and cheese plates

FISH KNIFE – uniquely shaped knife designed for fish entrees only

DINNER KNIFE – largest knife, intended to accompany all other entrees except redmeat and pastas that do not require a knife

STEAK KNIFE – used specifically for red meat entrees; can be placed on the table withcertain pork and fish entrees

FUNDAMENTALS


SPOONSAll spoons are to be placed on the right side of thetable setting, regardless of their use.*

ESPRESSO SPOON – the smallest spoon, intendedto accompany espresso coffees; placed on a saucerwith the espresso cup

TEASPOON – a small spoon that has several uses;may accompany tea and coffee and is placed on thesaucer; can also be used for fruit appetizers, icecream, and sorbet

SOUP SPOON – has only one purpose – to accompany soups

PASTA SPOON – the largest spoon accompanies pastas and desserts that require aspoon. It is placed on the left side of the table when with pastas.

Plate ware

All plate ware are to be delivered to the table and cleared from the right side of thepassenger. Safely deliver the food to the table using a cloth napkin in your hand andinform the passenger if the plate/bowl is hot in temperature.

DINNER PLATE – largest plate intended to accompany entrees only

APPETIZER PLATE – slightly smaller plate that has several purposes; used for cold andhot appetizers, cheeses, and desserts

UNDER LINER PLATE – small plate that is placed under the saucer with the soup

SIDE PLATE – even smaller plate that is placed on the table where the bread is placed upon

SAUCER – same size as the side plate but has an indent for soup bowls and coffee/tea cups

PASTA BOWL – largest bowl designed for pasta entrees only

SOUP BOWL – a small bowl with handles used for hot soup

SALAD BOWL – smaller wide bowl that is exclusively for salads and chilled soups

FRUIT BOWL – small, deep bowl exclusively for breakfast items such as fruits and cereals

SILVER BOWL – chilled, small metallic bowl used for ice cream and sorbet

FUNDAMENTALS


Glassware

All beverages are to be poured from theright side of the passenger. You may removethe water glass and coffee/tea cup from thetable as you pour the beverage. Wineglasses are to remain on the table as youpour the wine.

WINE GLASS – a small round glass that hasa stem; used for both red and white wine

WATER GLASS – slightly larger than the wine glass; water, juices, or any other chillednon-alcoholic beverages can be poured into it

CUP – small, round and has a handle; designed for hot beverages such as tea and coffee

Handling of Flatware, Glassware & Plate ware

• All flatware and glasses are placed on the table and cleared using a tray.• Handling of plate ware involves using a cloth napkin.• All glassware should be held by the stem or the bottom, never with the fingers on

top or inside the glass.• The flatware is touched by the handle only.• The glasses should be polished, clean, and free of cracks.• The officers have the appropriate flatware and glasses at the table before the food

and beverage arrives.• Every effort should be made to keep the flatware, glasses, and plates clean.

Beverage Trays

• The Service staff will be required to carry his/her tray while working on the opendecks and while delivering beverages. The tray must be carried in an elevatedposition, placed flat on the hand, not resting against the waist or carried by the side.

• All cocktail trays must be kept clean with absolutely no writing. Cocktail trays mustnever be left on tables, chairs or bar counters.

• Cocktail trays will be used for serving, carrying, and clearing of all items at all times.Glasses must never be carried by hand to the table. A complete cocktail tray set-up includes cocktail napkins, bar checks, ashtrays, pens, check and corkscrew.

FUNDAMENTALS


Joiners

Service & Beverage- Beverage Knowledge

Wine Service

Wine service is an important part of the dining experience and a professional, skillfulapproach is required by the staff. The beverage operations in all food areas are theresponsibility of the Head Waiters under the supervision of the Maitre d’ Hotel andSommelier.

In order to generate sales, wine, beverages and mineral water must always be offered topassengers prior to filling the glasses with regular ice water. With the integration of foodand wine service, these are the guidelines to follow:

• Dining Room Staff must introduce themselves as per standard dining roomprocedures.

• The wine and beverage order must be taken prior to the food order, unlesspassenger indicates/wishes otherwise.

• Wine and beverages should be served before or at the latest with the appetizers.• It is important for the Waiters to understand that it is their prime responsibility to

make the sale and take the beverage orders.• It is the Service Staff’s responsibility to collect the beverage orders from the dining

room bar/wine pantry and to deliver them promptly to each waiter.• Each passenger should be approached for lunch or dinner, assuming that wine or

beverages will be ordered for that particular meal.• It is the Service Staff’s responsibility to ensure all ice buckets are filled prior to the

start of service and replenished between sittings.• Wine glasses are to be included in the standard set up of the table for dinner.

SERVING WINES AND CHAMPAGNESWine/beverages are served by the Waiter or Junior Waiter from the right side of thepassenger (where possible); naming the beverage to confirm it is the correct one.

While presenting the bottle of wine/champagne with the label facing the host, the Waiterwill name the wine/champagne to confirm that it is the correct one. Only after the hostapproves for the wine/champagne to be opened will the Waiter proceed.

Beverage

Knowledge


Onboard Beverage Promotions

After reading the various promotions you will be familiarwith out featured beverages;

• BUCKETS OF BEER ($17): five beers for the priceof four. Becks or Dos Equis, Miller Lite, Coors Light

• COFFEE CARD PROGRAM ($24): 15 shots ofespresso (mocha, cappuccino, latte, etc.)

• SODA FOUNTAIN PROMOTION ($4.25 per day):unlimited Coca-Cola, Diet Coke, Sprite, tonic orSoda water drinks

• SIGNATURE COLLECTION ($6.95 per drink):featured cocktails

• TROPICAL DRINK PROMOTION ($7.50): only onEmbarkation day for the sail away party

• UKP: $9.00 per day +15%

Coffee Beverages

ESPRESSO: Rich flavor, lingering aroma and caramel-like sweetness. Aproperly made fresh shot of espresso forms three layers: the AromaticCrema, the Body, and the dark intense heart. Espresso can be enjoyedalone or as the base of other coffee beverages. A “solo” is a single shot ofespresso, while a “Doppio” is a double or two shots of espresso.

CAPPUCCINO: a classic European Coffee drink, and is a sensory delight. Consists of:• A shot of fresh Espresso• Steamed milk• Creamy Foam

Cappuccino is made with less milk and more foam than a latte. Cappuccinooffers a strong espresso flavor, topped with chocolate powder. A WetCappuccino has more milk and less foam, and a Dry Cappuccino is madewith foamed milk and little or no steamed milk.

CAFÉ LATTE: Made in a similar way to cappuccino, but has more milk.To layer a Café Latte:

• Pour steamed milk into glass.• Pour espresso slowly over the back of a spoon through the milk.• Top off with foamed milk.

CAFÉ MOCHA: Richly intense combination of flavors. Café Mocha should be servedlayered and well-presented. To layer:

• Pour chocolate syrup in bottom of the glass.• Slowly pour steamed milk over the back of a spoon over the

chocolate.• Pour espresso slowly over the back of a spoon through milk.• Top with foamed milk.

Beverage

Knowledge


FRAPPUCCINO: A creamy blend of espresso, milk and other flavors,which can be customized to taste. May be served hot or ice.

AMERICANO: A shot of Espresso topped with hot water.

CAFÉ BREVE: Made in the same way as cappuccino, latte or mocha,but substitutes milk for half & half.

Tea Service

The following standard tea service procedures will be followed by all Service Staff whenservicing orders for tea in the buffet and officer mess.

1. When tea is requested, the Service staff is to offer a choice from Lipton's PremiumEnglish Breakfast, Earl Grey, Darjeeling, Chamomile, China Black, Orange Gardens,Mint Soother or Lemon Lane tea, and to inquire whether milk or lemon is preferred.

2. The required tea bag will be placed in a china tea/coffee pot with the string and tagwrapped once around the handle and then boiling water is added. A cup, saucer,and teaspoon will be arranged with the right hand side of the saucer parallel to thehandle of the cup. The tea pot will need to be placed on a side plate.

3. The cup and saucer with a spoon will be placed directly in front of the passengerwith the handle of the cup facing to the right hand side. The teapot will be placeddirectly behind the cup and saucer with the handle again facing the right hand side.

4. If milk is required, full fat milk will be served in a milk jug and placed to the right ofthe teapot on the table with the handle facing the right hand side of the passenger.

5. If lemon is required, two half moon slices of lemon are to be cut to a thickness ofapproximately 1/4 inch are to be placed on the saucer on the opposite side to theteaspoon one slice overlapping the other, rind facing out.

6. The sugar dispenser containing regular, brown, Equal and Sweet n' Low sachets willbe placed on the table to the right of the tea/coffee pot.

Responsible Service of Alcohol

It is the beverage server’s responsibility to ensure that the legal minimum drinking age of21 years old is adhered to at all times by passengers and fellow crew.

For all beverage transactions, the following steps must be complied with at all times. Anybeverage server found to be in breach of the following items, may be liable to disciplinaryaction, which may include dismissal.

When taking an order, the passengers ID card must be collected and swiped through thePOS when placing the order at the bar. No order should be executed without swiping thepassenger ID card.

When taking an order, the passengers ID card must be visually checked to ensure that theletter ‘A’ appears in the bottom right corner of the card. The server must also check thatthe card matches the gender of the passenger. If there is any doubt that the bearer of thecard is not the actual owner of the card, secondary ID must be requested.

Beverage

Knowledge


In any circumstance where the beverage server still has doubt about a passenger’s agethe beverage server should always ask for secondary identification. Acceptable IDs are adriver’s license, passport, military ID cards. No other forms of ID should be accepted.

Should a beverage server suspect that a passenger of legal drinking age is attempting topurchase an alcoholic beverage for an underage passenger, the server must request theID of both parties involved.

It is against company regulations to serve a person who is intoxicated. Whenever servingliquor to consenting adults, it is the beverage servers’ responsibility to look for signs ofintoxication. Such signs are, but not limited to: crude behavior, loud and boisterousbehavior, spilling of drinks, dozing while sitting at bar or table, swaying, complainingabout the strength of the drink, slurred speech.

When refusing alcohol service, obtain agreement from your supervisor or notify securitybefore refusing service, time and circumstances permitting.

• If for some reason you cannot contact your supervisor immediately, ensure theyare contacted as soon as possible afterwards.

• Notify the Bartenders/Bar Supervisors in all other locations.• Be polite and avoid arguments.• If appropriate, offer non-alcoholic beverages.• Never call the passenger a "drunk."• Warn them politely if their behavior is inappropriate.• Never raise your voice. Never be persuaded to give them "one last drink" after

you have stated they have had enough.

Once a passenger has been refused alcohol service, it is the responsibility of thesupervisor who received the report to ensure the incident is recorded. The incident mustbe recorded in the Service Refusal log book kept in each bar as well as relayed to the FirstPurser Admin or Night Manager who will create a focus file on the incident. The FirstPurser Administration or Night Manager must also make the necessary notations in thepassenger’s folio to ensure no further alcoholic beverages can be purchased on thatparticular cruise ID card.

Whenever a passenger has been refused alcohol service, the name and folio details of thepassenger has to be circulated to all bars and all bartenders to ensure the person is notserved alcohol in a different location. It is the responsibility of the Supervisor that receivedthe initial report to ensure that the personal details are circulated.

Legal drinking age requirements are as follows:SHIPS OPERATED BY PRINCESS = 21 YEARS OF AGE.

Beverage

Knowledge


Joiners

Service & Beverage- Advanced Beverage

Knowledge

Princess Cruises Bar Products

The following information is a guide to the various spirits, liqueurs, beers and wines by theglass served onboard our vessels. You should be aware of the beverages being served.With this information, you will be comfortable recommending products and up-sellingpremium liquors to our passengers.

WHISKY AND WHISKEY: Whiskey is the usual American spelling, especially forbeverages made in the U.S and Ireland, while Whisky is the spelling for Canadian andScotch beverages.

• Scotch Whisky (blended)• Dewars• J&B Rare• Johnnie Walker (Red, Black and Blue)• Chivas Regal• Chivas Royal• Glenfiddich

The most popular brands of Canadian Blended Whisky are Crown Royal, Canadian Cluband Seagram’s V.O.

BOURBON: Darker than scotch.• Jack Daniels• Jim Beam• Wild Turkey• Southern Comfort

VODKA: Clear spirit sold either plain or flavored.• Absolut• Absolut Citron• Absolut Kurant• Absolut Raspberry• Absolut Vanilla• Sky• Stolichnaya• Grey Goose

GIN: Flavored from juniper berries. English gins are generally more flavorful andconsidered superior to American gins.

• Beefeater• Tanqueray• Bombay Sapphire

Advanced

Beverage

Knowledge


RUM: Made from sugar cane juice or molasses. Popular types include:• Bacardi (151 and Limon)• Myer’s Dark Rum• Captain Morgan’s Spiced Rum• Cruzan Coconut Rum

TEQUILA: Made from the blue agave plant, which flourishes in Mexico.• Cuervo (1800 Gold and Gold)• Patron (Citronge and Silver)

COGNAC/BRANDY: Best aged up to 50 years.• Courvoisier (V.S.O.P. and Napoleon)• Remy Martin (V.S.O.P. and X.O.)

PORT/SHERRY: Port is a natural, rich, fortified wine made from grapes grown inPortugal. Sherry is a blended fortified wine produced in Spain.

• Sandeman’s (Ruby Port and 20 Year Old Tawny Port)• Tio Pepe Sherry• Harvey’s Bristol Cream Sherry• Dry Sack Sherry

APERITIFS: Commonly known as pre-dinner drinks, made in Italy and France.• Campari• Pernod• Pimms No 1• Fernet Branca• Dry Vermouth• Sweet Vermouth• Bianco Vermouth

LIQUEURS: Sweet in flavor; four different kinds - fruits, nuts, dairy, herbs. Liqueurs can beserved over ice, in a shooter, or combined with other spirits. Liqueurs are commonly drunkafter the meal.

• Amaretto• Brogans Irish Cream• B & B• Blackberry Brandy• Blue Curacao• Cherry Brandy• Crème de Banana• Crème de Cacao (white and dark)• Chambord• Crème de Cassis• Crème de Menthe (white and green)• Cointreau• Drambuie• Frangelico• Grand Marnier• Jagermeister• Kahlua

Advanced

Beverage

Knowledge


• Melon Liqueur• Peach Schnapps• Peppermint Schnapps• Sambuca• Triple Sec

BEERS: Domestic Beers – made in the United States• Budweiser• Bud Light• Miller Genuine Draft/Miller Light• Coors/Coors Light• Michelob

IMPORT BEERS: made in other countries and delivered to the United States• Grolsch• Dos Equis• Bass Ale• Guinness Stout• Fosters• Becks• Stella Artois

Advanced

Beverage

Knowledge


Joiners

Service & Beverage- Beverage/ Cocktail

Abbreviations

Liqueur of the Day LOD

Orange Juice OJ

Pineapple Juice PJ

Grapefruit Juice GJ

Tomato Juice TJ

Cranberry Juice CRAN J

Coke CK

Diet Coke DT/CK

Tonic T

Soda S

Ginger Ale GA

Sprite SPR

Diet Sprite D/SPR

Water W

Mixed Drinks

MIXED DRINK ABBREVIATION

Vodka Tonic V/T

Scotch & Water SC/W

Gin & Orange G/OJ

Bacardi Coke BAC/CK

Bourbon & Soda BOUR/S

Canadian Club & Ginger AleCC/GA

Dark Rum & Coke MYERS/CK

Vodka & Sprite V/7

Gin & Tonic G/T

Vodka & Diet Coke V/DT/CK

Martini TINI

Vodka Martini V/TINI

Beverage/

Cocktail

Abbreviations


Mixed Cocktails

MIXED COCKTAILS ABBREVIATION

Brandy Alexander ALEX

Daiquiri DAQ

Banana Daiquiri BAN DAQ

Strawberry Daiquiri STR DAQ

Grasshopper GRASS

Gimlet (Gin) GIM

Gimlet (Vodka) V/GIM

Manhattan MAN

Old Fashioned O/FASH

Margarita RITA

Screwdriver SCREW

Tom Collins T/COLL

Whiskey Sour W/SOUR

Fuzzy Navel FUZZY

Love Boat LOVE

Berried Treasure B/TRES

Banana Fo Fana FO/FANA

Amaretto Rose AMO/ROSE

Long Island Iced Tea LIIT

Electric Lemonade ELEC/LEM

Pina Colada PINA

Chocolate Banana CHOC/BAN

Rum Punch R/PUNCH

Bloody Mary B/M

Bloody Caeser CAESER

Greyhound GREY

Black Russian B/RUSS

White Russian WHT/RUSS

Singapore Sling SLING

Tequila Sunrise TEQ SUN

Virgin Pina Colada V/PINA


Common Cocktail Abbreviations

Abbreviations should always be used. If in doubt, write the whole order out. Speed withabbreviation usage is important, but being able to understand and read abbreviations is vital. Thefollowing abbreviations must be known and learned by all members of the bar personnel.

Beverage/

Cocktail

Abbreviations

ITEM/DESCRIPTION ABBREVIATION

Scotch Whisky (House) SC

Dewars DEW

Cutty Sark CUTTY

J & B JB

Chivas Regal CHIV

Johnnie Walker Red JWRL

Johnnie Walker Black JWBL

Glenfiddich GLEN

Jameson JAMES

Royal Salute ROY SAL

Jim Beam BEAM

Bourbon (House) BOUR

Jack Daniels JD

Wild Turkey TURK

Crown Royal CROWN

Southern Comfort SO CO

Canadian Club CC

Seagrams V.O. VO

Seagrams 7 7

Vodka (House) V

Smirnoff SMIRN

Stolichnaya STOLI

Absolut ABS

Grey Goose Grey.g

Grey Goose Orange Grey.g.o

Gin (House) G

Beefeater BEEF

Tanqueray TANQ

ITEM/DESCRIPTION ABBREVIATION

Bombay BOMB

White Rum W/RUM

Bacardi BAC

Myers’s Dark Rum MYERS

Tequila TEQ

Brandy (House) BR

Napoleon Brandy NAP

Courvoisier V.S.O.P. COUR VSOP

Remy Martin REMY

Remy Martin X.O. XO

Dry Vermouth DRY VERM

Sweet Vermouth SWT VERM

Dubonnet DUB

Campari CAMP

Amaretto AMO

Bailey’s Irish Cream BAIL

Cointreau COIN

Creme De Menthe Green CDMG

Creme De Menthe White CDMW

Drambuie DRAM

Frangelico FRAN

Grand Marnier G/MARN

Kahlua KAH

Tia Maria TIA

Crème De Cacao DarkCR/DE/CAC/DK

Crème De Cacao WhiteCR/DE/CAC/WH

Drink of the Day DOD

Mocktail of the Day MOTD

Wines

WINES ABBREVIATION

House White WW

House Red RW

White Zinfandel WHT/ZINF

Cabernet Sauvignon CAB/SAV

Chardonnay CHARD

Pinot Noir PN

Sauvignon Blanc SAV/BL

Champagne CHAMP

By the Glass (gl) WHT/ZINF

By the Bottle (BTL) CAB SAV SYL

Other Information

OTHER ABBREVIATION

On the Rocks (With Ice) R

Easy Ice ER

Straight Up (No Ice) *

Tall Glass T

Double Measure LGE or DBLE

Virgin (No Alcohol) V

No Glass N

No Salt N/S

Perfect (Equal Amounts Swt & Dry Verm) PER

Sweet SWT

Soda Back S/B

Water Back W/B

Frozen FR

Sport Bottle SP/B

Medium MED

Large MEGA

Beverage/

Cocktail

Abbreviations


Signature Collection

COCKTAIL ABBREVIATION

Beverly Hills Iced Tea B.H.I.T

Caipirinha CAIP

Mojito MOJO

Passion Daquiri PASS.DAQ

Passionada SIONADA

Raspberry Martini RASP.TINI

Raspberry Fizz RASP.FIZZ

Raspberry Mojito R.MOJO

Ultimate Cooler U.COOL

Watermelon Martini MELON TINI

Passionate Bellini PASS. BELLINI

Rossini ROSSI

Berry Banana B.BANANA

Key West Cooler K.WEST

Peninsula PEN

Tropical Blend T.BLEND

pcs1030_0211

costa-ibero-procedimientos restaurant & bar

Documents

quality of service

table plates

clean table

flatware shouldbe

appropriate flatware

left hand

mis en place atable

fooddrink order