Bar
Routes of Service
By Frank Del Rio Chairman & CEO
Oceania Cruises’ Mission is to provide our Guests with the finest hospitality in the world and to have our Guests, and the cruise industry at large, acknowledge our unique form of hospitality.
In addition to the Guests that sail aboard our ships, travel agents, our employees, your coworkers, vendors and industry colleagues are all Guests of Oceania Cruises.
Anyone and everyone that we come into contact with should be recognized, treated and respected as a Guest.
Thank you all for your ongoing commitment to your Company’s continued success.
INDEX
Excellent service 3
Meeting and Exceeding Guest Expectations 3
Organization chart 4
Job Objective and general responsibilities 4
Bartender 5
Bar Waiter 6
Deck Steward 7
Signature service introduction 8
Personal appearance 9
Grooming standards 10
Bar menu 11
Bar lists and dinner menus set up in the bars 11
Bar menu 14
Martinis menu 16
Basic sales skills 17
Beverage service sequence 18
Basic bar techniques 19
Drink presentation 20
Dry snacks and canapés 20
Glassware 21
Glassware at Pool Bar 21
Drink Measures 22
Cocktail recipes and preparation 22
The Martinis “Classic” collection 32
The Signature Martini 32
The Martinis “Timeless” collection 33
The “Van Gogh” Martinis 34
Special coffees 34
Complimentary water and soft drinks program 35
Water setup for excursions 35
Pier setup for tender days 36
Micros charging 36
Drinking age policy 39
Single Malt Scotch whisky 39
Blended Scotch whiskeys 49
Deluxe Scotch whiskies 50
Irish whisky 51
Bourbon whisky 52
Canadian whisky 53
Cognac 55
Brandy 57
Vodka 58
Gin 63
Rum 66
Tequila 67
Grappa 68
Others products 69
Excellent service
E
xcellent
service is vital to the success of every foodservice operation.
Many operations fail not because the food or atmosphere is inadequate, but because the service fails to please Guests.
Excellent service depends on excellent, professional servers who not only know their jobs and perform them well, but understand their Guests and how to best meet and exceed their needs. This includes the ability to work with others as a team to deliver great service, and the attitude to approach the job as a professional.
What do we mean by service? It is more than taking orders, serving beverages and clearing up after a meal.
It is the act of providing customers with a wide range of onboard-related benefits and experiences. Service is what makes people feel good about the onboard experience.
Being a professional brings on responsibilities
Professional people are to meet the highest standards of moral and ethical behavior.
They are expected to treat others in a professional manner.
Bar staff that approach their jobs professionally and are proud to serve others enhance the industry as well as their own careers.
Meeting and Exceeding Guest Expectations
Service is often the single most influential factor in Customers’ decisions when selecting a cruise line.
Great service gives operations a competitive edge, and keeps people coming back.
A good server must learn how to read each guest to determine how to meet particular needs, and how to exceed guests’ expectations.
Good servers do three things well:
They pay close attention to detail
They work efficiently
They are consistent in all moments of the service operation
Today’s Guests are quite sophisticated. They expect good service, so the challenge is to impress them by exceeding their expectations.
To do this, servers must:
Focus completely on customers.
Show a sense of efficiency without rushing
Acknowledge, greet, and say goodbye to every customer with whom they come in contact.
Anticipate Guests needs and try to accommodate them before they think to ask
Organization chart
Above is the organization chart in the Bar department.
It is important to be familiar with the onboard organization and ensure a good flow of communication with the respective co-workers and Supervisors.
Team work and spirit is vital in the day-to-day operation, crew members must cooperate and work well together sharing the common goal: “Guests’ satisfaction”
Job Objective and general responsibilities
The major goal of the Bar personnel is to deliver a friendly, courteous and professional service in any venue and/or lounge assigned, ensuring a pleasant dining atmosphere and experience.
U
sing
English only and premium language at all times
Great attitude, flexibility and efficiency
Punctual, well groomed and neat appearance
Guests interaction and social skills
Team player
Increase revenue by applying selling techniques meeting sales targets