Dealing With Customer Problems and Complaints
In a perfect world, there would be no problems whatsoever. Unfortunately, we don’t live in a perfect world and therefore have to deal with situations in which the people we interact are not satisfied or encounter difficulties. This is certainly true with food and beverage management. Ensuring that customers are fully satisfied and their problems resolved is a major component of having a successful food and beverage establishment.
It is vital that food and beverage personnel be fully trained and effective in dealing with customer problems and complaints. A restaurant manager should institute continual training procedures to ensure that personnel maintain a high level of awareness and proficiency in this area. The old adage that “the customer is always right” is an integral component to the success of food and beverage operations. Here are some highlights on dealing with customer complaints that can be found in our restaurant SOP.
When personnel become aware of a problem, they should take responsibility for it. It doesn’t matter if this staff person was directly involved in the problem itself or not. Their job once it has come to their attention is to resolve it. Staff should then hear the customer out, being attentive and concerned about the situation. Ask questions if there is a need for clarity. When appropriate, staff should apologize for any perceived or actual error. Finally, ensure the customer that you are going to assist with the problem and proceed to do so or seek the necessary assistance to do so. Also, the restaurant manager should be informed of the problem regardless if staff is able to resolve the issue or not.
In the event that a customer’s problem is not resolvable by immediate staff, the problem should be directed to the manager or immediate supervisor. In this instance, staff is responsible with providing managers with all the details so that an informed decision and course of action can be determined. The one thing you do not want to have happen is to frustrate the customer further by having them repeatedly explain the problem.
Nevertheless, managers should be completely aware of all problems and complaints that occur in the restaurant. In this way, a restaurant manager can ensure that customers receive a level of satisfactory resolution. Managers should follow up any customer complaint with an apology from management. In addition, the problem should be noted or logged so that it will not be repeated by other personnel.
In fact, it is a really good idea for a restaurant manager to maintain customer service logs that track problems and resolutions. This is also a good way to make sure that when a customer who experiences a problem returns, that the establishment pays a little special attention to them. This is also a good way to show customers special recognition as well.
A restaurant manager, if they remain active on the floor and visible, will be able to provide staff and guests with additional customer service support. In fact, by being attentive, managers can often head off a problem before it occurs. A detailed restaurant SOP will go a long way to ensure that customer service concerns are efficiently and effectively addresses.
{{Find the best tools and resources designed to help you plan effective strategies to manage a successful restaurant at: http://www.restaurant-data.com/
" This article is contributed by Ehab Rashwan }}
Monday, June 29, 2009
Assisting Guests With Special Needs
Assisting Guests With Special Needs
For food and beverage establishments, customer satisfaction is of the utmost importance. Satisfied customers are the key to return business and a source of word-of-mouth advertisement. In both instances, the operation realizes increased revenues as a result of satisfied customers. In this endeavor, there are customers that will visit a food and beverage establishment that have special needs. These customers, like any other, should not only be treated with respect and courtesy, but their special needs should be accommodated.
Special needs accommodations should be spelled out in the restaurant SOP. Our restaurant operation manual is a good source for a restaurant manager to be able to develop their own special needs guidelines for customers. There are a number of areas that should be clearly outlined and addressed, with staff being fully aware and trained on these procedures.
Special needs for a food and beverage establishment would be any customer that needs attention from staff that exceeds normal parameters. This includes elderly customers, small/young children, and customers with disabilities. Some restaurants will also include customers with specific dietary needs or special requests in this category as well. Each type of special needs customer has procedures that are best suited to their care.
For example, with elderly customers, you will want to sit them in areas that have ample lighting and preferably quiet. If you have comfortable seating available, you will want to provide this as well. On the other hand, dealing with children requires a different approach. With children, it is courteous to actually speak to the child directly, but to confirm with the parents (preferably non-verbally or indirectly) on any orders that a child may place. With small children, it is also a good idea to make table snacks (crackers, bread, etc.) available as soon as possible as well.
What is apparent is that it is paramount that staff be aware of the differences that each category of special needs customer requires. Not only, as we have already mentioned, should these procedures be outlined in the restaurant SOP; but training procedures should be in place to make sure that staff are able to identify and provide needed services when required to do so. A restaurant manager is responsible to ensure that personnel are properly aware and trained in providing special needs customer service.
A restaurant manager should understand that the special needs of customers must be taken care of. The restaurant manager should convey this understanding to other staff members. Remember, these customers are as important as any other. Accommodating the needs of special needs customers will only serve to enhance the reputation of the quality service that a food and beverage establishment offers. Additionally, food and beverage operations will realize an increase in return business as a result of a practice that doesn’t require any additionally expense to provide. With proper planning and training, any food and beverage establishment institute these effective guidelines.
For further information regarding training or SOP guidelines for providing quality services to special needs customers, please review our ebooks on those subjects. Our restaurant training guide and restaurant operations manual are excellent resources for any restaurant manager.
{{Find the best tools and resources designed to help you plan effective strategies to manage a successful restaurant at: http://www.restaurant-data.com/
This article is contributed by Ehab Rashwan }}
For food and beverage establishments, customer satisfaction is of the utmost importance. Satisfied customers are the key to return business and a source of word-of-mouth advertisement. In both instances, the operation realizes increased revenues as a result of satisfied customers. In this endeavor, there are customers that will visit a food and beverage establishment that have special needs. These customers, like any other, should not only be treated with respect and courtesy, but their special needs should be accommodated.
Special needs accommodations should be spelled out in the restaurant SOP. Our restaurant operation manual is a good source for a restaurant manager to be able to develop their own special needs guidelines for customers. There are a number of areas that should be clearly outlined and addressed, with staff being fully aware and trained on these procedures.
Special needs for a food and beverage establishment would be any customer that needs attention from staff that exceeds normal parameters. This includes elderly customers, small/young children, and customers with disabilities. Some restaurants will also include customers with specific dietary needs or special requests in this category as well. Each type of special needs customer has procedures that are best suited to their care.
For example, with elderly customers, you will want to sit them in areas that have ample lighting and preferably quiet. If you have comfortable seating available, you will want to provide this as well. On the other hand, dealing with children requires a different approach. With children, it is courteous to actually speak to the child directly, but to confirm with the parents (preferably non-verbally or indirectly) on any orders that a child may place. With small children, it is also a good idea to make table snacks (crackers, bread, etc.) available as soon as possible as well.
What is apparent is that it is paramount that staff be aware of the differences that each category of special needs customer requires. Not only, as we have already mentioned, should these procedures be outlined in the restaurant SOP; but training procedures should be in place to make sure that staff are able to identify and provide needed services when required to do so. A restaurant manager is responsible to ensure that personnel are properly aware and trained in providing special needs customer service.
A restaurant manager should understand that the special needs of customers must be taken care of. The restaurant manager should convey this understanding to other staff members. Remember, these customers are as important as any other. Accommodating the needs of special needs customers will only serve to enhance the reputation of the quality service that a food and beverage establishment offers. Additionally, food and beverage operations will realize an increase in return business as a result of a practice that doesn’t require any additionally expense to provide. With proper planning and training, any food and beverage establishment institute these effective guidelines.
For further information regarding training or SOP guidelines for providing quality services to special needs customers, please review our ebooks on those subjects. Our restaurant training guide and restaurant operations manual are excellent resources for any restaurant manager.
{{Find the best tools and resources designed to help you plan effective strategies to manage a successful restaurant at: http://www.restaurant-data.com/
This article is contributed by Ehab Rashwan }}
Tuesday, January 6, 2009
Beverages Knowledge
Beverages Knowledge
Wine
Wine Suggestion
After the guests have ordered the meal ask them if they would like to have some wine.
If yes, give them the wine list and inform that you are at their disposal for any suggestion.
Herewith a list with some indications that will help you to suggest the right wine.
Aperitif - Light body, dry, fresh or sparkling white wine
- Champagne
Plats with cheese, hors d’oeuvre, fish, shellfish - Dry white wine or champagne
Hot plats with eggs - Dry white wine or light body red wine
White meal, veal or chicken - Dry white wine
- Rosé wine
- Light body red wine
Cold meet and boiled meat - Riche white wine
- Rosé wine
- Light body red wine
Red meet and game meat - Full bodied, tannic red wine
Dessert - Sweet white wine
- Champagne or other sparkling white wine
Explanation of the wines in our wine list
Wine Service
First thing to do is to set up the right glasses on the table as the wine ordered.
Champagne flute
White wine white wine glass
Red wine red wine glass
The set up in the restaurant has already the water glass and the red wineglass.
- Carrie the wine in a wine basket to the table (white wine in a ice bucket).
- Wine is presented to the host for confirmation. Hold the bottle with two hands on the right side so that the guest can read the etiquette and the vintage year. For white wines use your napkin to dry the bottle before is presented to the guest.
- Wait the guest give his approval.
- Open the bottle in front of the customer, do not turn the bottle while cut the capsule, move the bottle as less as possible.
- Clean the top of the bottle with a napkin (if necessary).
- The host is invited to taste and confirm satisfaction. Glass for tasting are 1/5 filled. During the taste hold the bottle in a position that the guest can still read the etiquette. After the guest approval, start to serve.
- Serve first the Ladies (from the oldest to the youngest), than serve the males, also from the oldest to the youngest. The last to be served will be the person that taste the wine.
- Glasses are ¾ filled in the case of white wineglasses and ½ filled in the case of red wineglasses.
- Glasses are replenished regularly during meal.
- If the bottle of wine is almost empty, ask the host if another bottle of wine could be served.
Wine Service Temperature
Red wines full bodied as Bordeaux, Bourgogne, Rioja, Chianti, …
16-18 °C
60-64 °F
Light red wines and rosé wine as Beaujolais, Dolcetto, …
10-12 °C
50-53 °F
Dry White wines as Pinot grigio, …
9-11 °C
48-51 °F
Champagne, sparkling wines and sweet white wines
6-8 °C
42-46 °F
Wine decanting
Only full bodied, old, red wines as Bordeaux and Bourgogne have to be decant.
There is three raisons to decanting a wine
- to separate the wine from his deposit of impurity
- to oxygenate wine so to develop the aroma and turn down is tannic level.
- To raise the temperature of the wine
Mise en place:
- decanter
- candle
- corkscrew
- matcher of lighter
- wine bottle in the wine basket
- tray
- plat for wastes
- napkin
Insert picture (technologie du service)
Champagne service
The champagne service as to be done as the white wine. Use the correct glasses and hold the cork while opening the bottle.
Image (technologie du service)
Beer
- Keep the beer glass and the bottle inclined, fill up the glass at ¾.
- Put the glass on the table or in a vertical position and add the froth.
The beer must be served at 8-12°C / 46-53°F
Explanation of the different types of beer in our list
Aperitifs
Those kind of beverages are appreciate to be drink before having a meal. They help to whet the appetite.
Vermouths
Beverage made with a base of white wine (70%), alcohol, distilled, sugar and extracts of aromatic plants melted in the wine or water. The bigger producer country are Italy (sweety) and France (dry)
The percentage of alcohol is between 15,5 and 18%.
Service: the vermouths portion is 4 cl in a aperitif glass.
Vermouths have to be served with or without soda or mineral water, with or without ice cubes and with a ??? of lemon.
Brand Colour Taste Origin
Carpano red or white sweet Italy
Cinzano red or white sweet Italy
Cinzano dry white dry Italy
Dubonnet red or white sweet France
Martini red or white sweet Italy
Martini dry white dry Italy
Noilly Prat white dry France
Bitter
Bitters are made by alcohol, water, sometime sugar, extracts of aromatic and bitter plants and others natural components.
Service: the bitters portion is 4 cl in a aperitif glass.
Brand Garnishment Origin
Rossi orange or lemon Italy
Campari lemon Italy
Cynar slice of lemon or orange Italy
Anise aperitifs
Anise aperitifs are made by alcohol, water and extract of aromatic plants (most of anise and fennel), sugar and honey. The most of the anise are from France and the percentage of alcohol must be less than 45%.
Service: the anise aperitifs portion is 2 cl without ice cubes. Always serve the anise with a carafe of chilled water. If you add water the colour will change. Use the small tumbler to serve it.
The most popular anise brands are: Pernod, Pastis, Ricard, Duval and Berger.
Liqueur wines
Liqueur wines are red or white and the percentage of alcohol of those wines is generally higher than the normal wines (between 15 and 22%)
These wines are made in the southern countries in Europe (Spain, Portugal, Italy and Greece).
The most know liqueur wines are:
Sherry, Malaga, Porto, Madeira, Marsala, Samos
Service: serve these wines in a sherry glass. The portion is 4 cl. The service temperature is between 9-11 °C/48-51 °F for the dry wines and between 16-18 °C/60-64 °F for the sweet wines.
The most of these wines are aperitifs, only the most sweets and mellows can be served also with dessert.
Spirits
Spirits are beverages made by distillation of a juice brewed. The percentage of alcohol is between 40 and 55%.
The raw materials to prepare a spirit are:
- cereals (whisky, vodka, gin, bourbon …)
- fruits (calvados, kirsch, …)
- plants and roots (rum, tequila, …)
- vintage products (cognac, armagnac, grappa, …)
Service: the spirits are very strong in alcohol, the portion are 2 cl (simple) 4 cl (double).
Coloured spirits must be served in a Cognac glass, spirits transparent in normal small spirit glasses.
The whiskies are served in tumbler glass, 4 cl ???????????. The whiskies can be serve with ice cubes (on the rocks), mineral water or soda
The Cognac’s age
All Cognac has the same special label of quality for the age of maturation in oaks barrel.
*** more than 2 years
VO (very old)
VSOP (very superior old pale) more than 4 years
Réserve
XO (extra old)
Napoléon more than 6 years
Vieux/Vielle Réserve
Liqueurs
The liqueurs are made by spirits and extracts of aromatic herbs, fruits (flowers, orange, lemon, roots) and sugar. The percentage of alcohol is between 18 to 55%.
Service: the liqueurs has to be served in spirit glasses or liqueurs. The portion is 2 cl at the ambience temperature or on the rocks.
Liqueurs made by herbes: Bénédictine, Galliano, …
Liqueurs made by citrus Curaçao, Cointreau (sours oranges)
Grand Marnier (oranges and cognac)
Liqueurs made by fruits Marasquin
Williams (pear)
Creams Baileys (cream and Irish whiskey)
Others liqueurs Amaretto (almond)
Drambuie (whisky and honey)
Bitter liqueurs
These liqueurs are made by spirit and medicinal herbs. The bitter liqueurs are also called digestive because they help the digestion. The percentage of alcohol is usually over 40%. To be serve in tumbler with our without ice cubes.
The most well know brands are: Fernet Branca, Jägermeister, Averna, Ramazzotti, …
Wine
Wine Suggestion
After the guests have ordered the meal ask them if they would like to have some wine.
If yes, give them the wine list and inform that you are at their disposal for any suggestion.
Herewith a list with some indications that will help you to suggest the right wine.
Aperitif - Light body, dry, fresh or sparkling white wine
- Champagne
Plats with cheese, hors d’oeuvre, fish, shellfish - Dry white wine or champagne
Hot plats with eggs - Dry white wine or light body red wine
White meal, veal or chicken - Dry white wine
- Rosé wine
- Light body red wine
Cold meet and boiled meat - Riche white wine
- Rosé wine
- Light body red wine
Red meet and game meat - Full bodied, tannic red wine
Dessert - Sweet white wine
- Champagne or other sparkling white wine
Explanation of the wines in our wine list
Wine Service
First thing to do is to set up the right glasses on the table as the wine ordered.
Champagne flute
White wine white wine glass
Red wine red wine glass
The set up in the restaurant has already the water glass and the red wineglass.
- Carrie the wine in a wine basket to the table (white wine in a ice bucket).
- Wine is presented to the host for confirmation. Hold the bottle with two hands on the right side so that the guest can read the etiquette and the vintage year. For white wines use your napkin to dry the bottle before is presented to the guest.
- Wait the guest give his approval.
- Open the bottle in front of the customer, do not turn the bottle while cut the capsule, move the bottle as less as possible.
- Clean the top of the bottle with a napkin (if necessary).
- The host is invited to taste and confirm satisfaction. Glass for tasting are 1/5 filled. During the taste hold the bottle in a position that the guest can still read the etiquette. After the guest approval, start to serve.
- Serve first the Ladies (from the oldest to the youngest), than serve the males, also from the oldest to the youngest. The last to be served will be the person that taste the wine.
- Glasses are ¾ filled in the case of white wineglasses and ½ filled in the case of red wineglasses.
- Glasses are replenished regularly during meal.
- If the bottle of wine is almost empty, ask the host if another bottle of wine could be served.
Wine Service Temperature
Red wines full bodied as Bordeaux, Bourgogne, Rioja, Chianti, …
16-18 °C
60-64 °F
Light red wines and rosé wine as Beaujolais, Dolcetto, …
10-12 °C
50-53 °F
Dry White wines as Pinot grigio, …
9-11 °C
48-51 °F
Champagne, sparkling wines and sweet white wines
6-8 °C
42-46 °F
Wine decanting
Only full bodied, old, red wines as Bordeaux and Bourgogne have to be decant.
There is three raisons to decanting a wine
- to separate the wine from his deposit of impurity
- to oxygenate wine so to develop the aroma and turn down is tannic level.
- To raise the temperature of the wine
Mise en place:
- decanter
- candle
- corkscrew
- matcher of lighter
- wine bottle in the wine basket
- tray
- plat for wastes
- napkin
Insert picture (technologie du service)
Champagne service
The champagne service as to be done as the white wine. Use the correct glasses and hold the cork while opening the bottle.
Image (technologie du service)
Beer
- Keep the beer glass and the bottle inclined, fill up the glass at ¾.
- Put the glass on the table or in a vertical position and add the froth.
The beer must be served at 8-12°C / 46-53°F
Explanation of the different types of beer in our list
Aperitifs
Those kind of beverages are appreciate to be drink before having a meal. They help to whet the appetite.
Vermouths
Beverage made with a base of white wine (70%), alcohol, distilled, sugar and extracts of aromatic plants melted in the wine or water. The bigger producer country are Italy (sweety) and France (dry)
The percentage of alcohol is between 15,5 and 18%.
Service: the vermouths portion is 4 cl in a aperitif glass.
Vermouths have to be served with or without soda or mineral water, with or without ice cubes and with a ??? of lemon.
Brand Colour Taste Origin
Carpano red or white sweet Italy
Cinzano red or white sweet Italy
Cinzano dry white dry Italy
Dubonnet red or white sweet France
Martini red or white sweet Italy
Martini dry white dry Italy
Noilly Prat white dry France
Bitter
Bitters are made by alcohol, water, sometime sugar, extracts of aromatic and bitter plants and others natural components.
Service: the bitters portion is 4 cl in a aperitif glass.
Brand Garnishment Origin
Rossi orange or lemon Italy
Campari lemon Italy
Cynar slice of lemon or orange Italy
Anise aperitifs
Anise aperitifs are made by alcohol, water and extract of aromatic plants (most of anise and fennel), sugar and honey. The most of the anise are from France and the percentage of alcohol must be less than 45%.
Service: the anise aperitifs portion is 2 cl without ice cubes. Always serve the anise with a carafe of chilled water. If you add water the colour will change. Use the small tumbler to serve it.
The most popular anise brands are: Pernod, Pastis, Ricard, Duval and Berger.
Liqueur wines
Liqueur wines are red or white and the percentage of alcohol of those wines is generally higher than the normal wines (between 15 and 22%)
These wines are made in the southern countries in Europe (Spain, Portugal, Italy and Greece).
The most know liqueur wines are:
Sherry, Malaga, Porto, Madeira, Marsala, Samos
Service: serve these wines in a sherry glass. The portion is 4 cl. The service temperature is between 9-11 °C/48-51 °F for the dry wines and between 16-18 °C/60-64 °F for the sweet wines.
The most of these wines are aperitifs, only the most sweets and mellows can be served also with dessert.
Spirits
Spirits are beverages made by distillation of a juice brewed. The percentage of alcohol is between 40 and 55%.
The raw materials to prepare a spirit are:
- cereals (whisky, vodka, gin, bourbon …)
- fruits (calvados, kirsch, …)
- plants and roots (rum, tequila, …)
- vintage products (cognac, armagnac, grappa, …)
Service: the spirits are very strong in alcohol, the portion are 2 cl (simple) 4 cl (double).
Coloured spirits must be served in a Cognac glass, spirits transparent in normal small spirit glasses.
The whiskies are served in tumbler glass, 4 cl ???????????. The whiskies can be serve with ice cubes (on the rocks), mineral water or soda
The Cognac’s age
All Cognac has the same special label of quality for the age of maturation in oaks barrel.
*** more than 2 years
VO (very old)
VSOP (very superior old pale) more than 4 years
Réserve
XO (extra old)
Napoléon more than 6 years
Vieux/Vielle Réserve
Liqueurs
The liqueurs are made by spirits and extracts of aromatic herbs, fruits (flowers, orange, lemon, roots) and sugar. The percentage of alcohol is between 18 to 55%.
Service: the liqueurs has to be served in spirit glasses or liqueurs. The portion is 2 cl at the ambience temperature or on the rocks.
Liqueurs made by herbes: Bénédictine, Galliano, …
Liqueurs made by citrus Curaçao, Cointreau (sours oranges)
Grand Marnier (oranges and cognac)
Liqueurs made by fruits Marasquin
Williams (pear)
Creams Baileys (cream and Irish whiskey)
Others liqueurs Amaretto (almond)
Drambuie (whisky and honey)
Bitter liqueurs
These liqueurs are made by spirit and medicinal herbs. The bitter liqueurs are also called digestive because they help the digestion. The percentage of alcohol is usually over 40%. To be serve in tumbler with our without ice cubes.
The most well know brands are: Fernet Branca, Jägermeister, Averna, Ramazzotti, …
Resturant Waiter and Wine Service
Wine Service
Equipment
Each server should have a waiter’s corkscrew that has a sharp blade and a long spiral-one with five instead of four turns. Do sharpen its point so it will pierce the cork easily.
Initial Approach
If house policy is to solicit a drink order “Perhaps you’d like a glass of Champagne or Chardonnay…or if you’d prefer to start with a bottle”, then hand the host the open wine list with a brief review, if it’s a lengthy list, of how it’s organized. Whenever approaching the table, if you’re not already carrying a wine list, make sure one is within easy reach. Don’t wait to be asked for a wine list.
Taking the Order
As the patron tells you the wine selection, record it – or its bin number – while repeating the wine’s name to reassure the customer – and yourself – that you got it correctly.
Mise En Place
Set the table with appropriate glassware and, if needed, ice bucket or decanting equipment. Fetch the bottle and carry it, label up. Cradle in your arm. Or carry clean wine glasses upside down, stems between your fingers. Don’t touch the bowl of the glasses.
Bottle Presentation
Do carry a napkin at every stage of wine service and use it as a nest to frame the bottle as you present it to the person who ordered the wine. “Sir (or Ma’am), Dry Creek Fumé Blanc 1987.” If the host desires, hand him the bottle. He may wish to see how cold or warm the bottle is.
Next ask, “May I pour you a taste?” Your goal is to complete this ritual as quickly and early as possible because, if the wine is returned, you’ll want to rectify the problem before the course is served.
Opening the Bottle
The patron’s affirmative nod is your cue to unholster your corkscrew. Whereas in a very informal bistro an experienced waiter may choose to open a bottle without benefit of a table, in most restaurants, and for most servers, using a table top relieves the need to jerk or spin the bottle. It also provides better leverage to withdraw the cork.
Do cut the capsule below the bulge-about three-quarters of an inch below the top. If the lead capsule is trimmed at the mouth, the wine can dribble over it and actually carry traces of lead into the glass.
Don’t get into the habit of spinning the bottle while pressing your blade against the capsule because, if the bottle contains sediment, you’ll make it impossible to decant successfully. If the top of the bottle is dirty, wipe it clean with a moistened corner of your napkin.
Removing the Cork
Pierce the cork off-center so that the hole in the spiral is at the center of the cork. If the spiral starts against the glass, however, simply tilt it diagonally toward the opposite side so that it will travel through the cork’s center on its way down.
Do pierce the bottom of the cork to ensure you get all of it. Using your other hand, hold the fulcrum steady against the lip to keep from chipping the glass. Place a napkin between the fulcrum and bottle top if you want to be certain. Pull the cork without bending it. If it’s difficult, after getting the first half inch out, give the spiral another turn into the cork to increase your leverage. Now it will be easier.
When the cork is out, put it on the table in front of the host. Without hesitation, wipe any grime off the mouth of the bottle and pour the host about an ounce to sample. As the host picks up the glass, do remove the cork immediately. It has served its purpose and is now refuse. Anyone who still wants it will tell you so.
Broken Cork
When you push the cork-or part of it-into the bottle, don’t get nervous. It happens to all of us sooner or later. You needn’t get a new bottle. Smile. If you’re the center of attention you might ask, “Does anyone have a fish hook?” The smart manager will have a cork retriever on hand to pull it out. If part of the cork is still wedged in the neck-especially when you can see a diagonal surface – with the extra sharp point of your spiral, you can often snag and lift it right out.
Breathing
As early as possible in the meal, do offer to aerate a young, robust red wine that will be drunk long before it reaches maturity, 1985 grands crus Bordeaux, Chateauneuf du Papes and California cabernet sauvignons are good candidates. Exposing them to oxygen will plunge their development into “fast-forward.” Either empty the bottle into a carafe or, better yet, pour a glass for each patron. Maximizing the wine face to air ratio is the simplest way to swiftly age the wine.
Sampling
Don’t rush the sampler. Those who know what they’re looking for may wish to take 15 to 20 seconds to taste the wine.
Equipment
Each server should have a waiter’s corkscrew that has a sharp blade and a long spiral-one with five instead of four turns. Do sharpen its point so it will pierce the cork easily.
Initial Approach
If house policy is to solicit a drink order “Perhaps you’d like a glass of Champagne or Chardonnay…or if you’d prefer to start with a bottle”, then hand the host the open wine list with a brief review, if it’s a lengthy list, of how it’s organized. Whenever approaching the table, if you’re not already carrying a wine list, make sure one is within easy reach. Don’t wait to be asked for a wine list.
Taking the Order
As the patron tells you the wine selection, record it – or its bin number – while repeating the wine’s name to reassure the customer – and yourself – that you got it correctly.
Mise En Place
Set the table with appropriate glassware and, if needed, ice bucket or decanting equipment. Fetch the bottle and carry it, label up. Cradle in your arm. Or carry clean wine glasses upside down, stems between your fingers. Don’t touch the bowl of the glasses.
Bottle Presentation
Do carry a napkin at every stage of wine service and use it as a nest to frame the bottle as you present it to the person who ordered the wine. “Sir (or Ma’am), Dry Creek Fumé Blanc 1987.” If the host desires, hand him the bottle. He may wish to see how cold or warm the bottle is.
Next ask, “May I pour you a taste?” Your goal is to complete this ritual as quickly and early as possible because, if the wine is returned, you’ll want to rectify the problem before the course is served.
Opening the Bottle
The patron’s affirmative nod is your cue to unholster your corkscrew. Whereas in a very informal bistro an experienced waiter may choose to open a bottle without benefit of a table, in most restaurants, and for most servers, using a table top relieves the need to jerk or spin the bottle. It also provides better leverage to withdraw the cork.
Do cut the capsule below the bulge-about three-quarters of an inch below the top. If the lead capsule is trimmed at the mouth, the wine can dribble over it and actually carry traces of lead into the glass.
Don’t get into the habit of spinning the bottle while pressing your blade against the capsule because, if the bottle contains sediment, you’ll make it impossible to decant successfully. If the top of the bottle is dirty, wipe it clean with a moistened corner of your napkin.
Removing the Cork
Pierce the cork off-center so that the hole in the spiral is at the center of the cork. If the spiral starts against the glass, however, simply tilt it diagonally toward the opposite side so that it will travel through the cork’s center on its way down.
Do pierce the bottom of the cork to ensure you get all of it. Using your other hand, hold the fulcrum steady against the lip to keep from chipping the glass. Place a napkin between the fulcrum and bottle top if you want to be certain. Pull the cork without bending it. If it’s difficult, after getting the first half inch out, give the spiral another turn into the cork to increase your leverage. Now it will be easier.
When the cork is out, put it on the table in front of the host. Without hesitation, wipe any grime off the mouth of the bottle and pour the host about an ounce to sample. As the host picks up the glass, do remove the cork immediately. It has served its purpose and is now refuse. Anyone who still wants it will tell you so.
Broken Cork
When you push the cork-or part of it-into the bottle, don’t get nervous. It happens to all of us sooner or later. You needn’t get a new bottle. Smile. If you’re the center of attention you might ask, “Does anyone have a fish hook?” The smart manager will have a cork retriever on hand to pull it out. If part of the cork is still wedged in the neck-especially when you can see a diagonal surface – with the extra sharp point of your spiral, you can often snag and lift it right out.
Breathing
As early as possible in the meal, do offer to aerate a young, robust red wine that will be drunk long before it reaches maturity, 1985 grands crus Bordeaux, Chateauneuf du Papes and California cabernet sauvignons are good candidates. Exposing them to oxygen will plunge their development into “fast-forward.” Either empty the bottle into a carafe or, better yet, pour a glass for each patron. Maximizing the wine face to air ratio is the simplest way to swiftly age the wine.
Sampling
Don’t rush the sampler. Those who know what they’re looking for may wish to take 15 to 20 seconds to taste the wine.
Food & Beverage Managment
An Introduction to Rum
"There's naught no doubt so much the spirit calms
as rum and true religion"
Lord Byron
History of Rum
During his second expedition in the "new world" in 1643, Christopher Columbus introduced the Americas to sugar cane, a recently discovered Asian plant.
Europeans started to plant sugar cane fields and develop the industry in order to trade this precious good throughout Europe. Very soon the Portuguese, Spanish, French and English all started to apply their brandy expertise to sugar cane.
In Barbados, hundreds of plantations and mills crushed the harvested cane and boiled the juice to form sugar crystals, it is the leftover juice that becomes molasses. Eventually, plantation owners discovered that when molasses is mixed with water and put out in the sun, it ferments into a spirit. In the mid-1600s, the former “waste” product of sugar production became the new drink of choice. Rum was born!
People had found a way to produce alcohol in surprisingly large quantities using only a modest volume of raw material. Suddenly, thanks to rum, sugar cane had two reasons for its popularity: sugar and alcohol…
In its early days this brandy, now called rum, found great success amongst the slave population and was even frequently used as currency on the West coast of Africa. Thereafter, it took but a short time for rum to become the beverage of choice of the buccaneers and pirates who dealt slaves and goods between Africa and America. Thus rum found the best possible way to become renowned around the whole world: being on board every ship!
Evolving from a popular beverage into a recognized and esteemed brandy, rum won the affections of the European aristocracy; in 1655, Admiral Penn of the British Royal Navy introduced the “grog”, a daily distribution of rum to every seaman on his ships.
But the history of rum took a real leap forward in 1731 with Admiral Vernon, who invented a beverage based on a mix: two volumes of water for one volume of rum, added to a piece of lemon peel… The punch was created! Now all kinds of mix became acceptable, with any type of fruit juice…
This new punch and the English way of drinking rum (mixed with tea, lemon or cinnamon), ensured the phenomenal success of rum – a success which continues to this day…
What is rum?
In the simplest terms, rum is a spirit made from sugar cane. Some rums are made from sugar cane juice while others are made from molasses, the byproduct of the sugar making process. Some rums are made from blends of sugar cane juice, cane syrup, and molasses, in varying combinations.
Sugar Cane
Rum distinguishes itself from other spirits by the plant from which it is made.
Sugar cane, a member of the grass family has its origins in Papau New Guinea but this hearty plant is grown in tropical climes around the world. The sweet juice of the mature plant is extracted by pressing the hard stalk in mechanical mills.
Some distilleries use this fresh juice while others use the by product of the sugar refining process known as molasses as the raw material for the fermentation process.
Fermentation
The addition of yeast to the sugar cane juice or molasses converts the available sucrose to alcohol in a process called fermentation. Typically this takes about a day but some distilleries use yeast that takes as much as ten days. To make other spirits, the starches found in grains must be cooked and then enzymes are used to convert the glucose to sucrose which can be fermented. The resulting fermented wine contains only about 10% alcohol by volume.
Distillation
To concentrate the alcohol in the sugar cane wine, the wine is boiled while the vapor is collected and condensed. The earliest pot stills resembled a tea kettle with a long spout and were capable of distilling only a few liters of alcohol at a time. Modern continuous stills are vertical columns about 10 meters high and are capable of distilling as much as 20,000 liters per day.
In the French islands, spirits made from sugar cane juice are typically distilled to a relatively low distillation purity resulting in a heavier tasting spirit.
Since molasses contains higher amounts of sulphur than does sugar cane juice, spirits distilled from fermented molasses are generally distilled to a high distillation purity to reduce the congeners that have been concentrated in the molasses.
Aging
Immediately after distillation, the fresh or raw spirits contain small amounts of hydrogen sulfide gas formed during fermentation which gives the spirit a hot harsh taste. Although some connoisseurs prefer fresh rum, most consumers prefer the more elegant taste of an aged spirit. Today, almost all rum is aged in used oak barrels that once held whiskey or bourbon. Aging can last from one to thirty years or more, making rum one of the most varied of the distilled spirits. During the aging process the rum acquires a golden color that changes to a dark brown with time.
Blending and Bottling
Although some rum is bottled directly from the still, most rum is aged and then blended before it is bottled for consumption. Once the spirit is bottled the benefits of age are arrested and little change occurs.
Alcohol Content
The bottled strength of rum depends greatly on consumer preferences. While some rum is bottled at about 40% alcohol by volume, other rums are bottled at the strength at which it was distilled or aged.
Frequently Asked Questions
What makes good rum?
The best rums are made under the strict supervision of an experienced distiller, from fresh raw materials. Some people swear pot-still rums are the best, but without the patience required to age these spirits they are not really special.
How does aging affect the color of rum?
Rum gains a slight yellow to brown color as it ages in oak barrels. But some rum is aged and then filtered to remove the color acquired during the aging process. And not all dark rums are aged. Distillers commonly add caramel coloring to their spirits to adjust the color. Sometimes this is just to compensate for the differences in the color of the rum from different barrels, at other times caramel is used to make the rum so dark that you can't see through the bottle.
What is rhum agricole?
Rhum agricole is a spirit made in the French islands from fresh sugar cane juice. To be called rhum agricole it has to be distilled to about 72% alcohol in a single-column continuous still. There are other specifications, but these are the ones most important to the consumer.
What about rhum vieux?
Ahhh yes, rhum vieux. This is rhum agricole that has been aged in oak barrels of less than 650 liters capacity for at least three years. Rhum vieux is considered the best of French rhums, but when these spirits are aged even longer they're called Hors d'Age, Reserve Special, and other names of distinction.
I have had a bottle of rum for ten years in my cabinet. Is it getting better? No. Once an aged rum is bottled there's no longer any benefit from age. Aging in barrels is the only way to improve the taste of a rum. But if you're talking about a rum that was bottled straight from the still, you will note a slight improvement in taste with time, but those benefits diminish after about six months.
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