food & beverage - bartender
TRANSCRIPT
2019
Name: Rail Division Holland America & Princess Cruises Alaska Yukon
[FOOD & BEVERAGE - BARTENDER]
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Contents HEX Outline .......................................................................................................................................................... 3
Northbound HEX (7 days a week- HAP Express) ............................................................................................. 3
Southbound HEX (7 days a week HAP Express) Denali-Talkeetna-Anchorage ............................................... 5
DEX Outline (2 days a week Saturdays and Wednesdays) .................................................................................. 8
Northbound –Direct to the Wilderness, Whittier to Denali ........................................................................... 8
Southbound DEX run - Denali to Whittier Saturdays and Wednesdays ....................................................... 11
Bar Service ......................................................................................................................................................... 13
Nutrition Guide .................................................................................................................................................. 14
Accounting ......................................................................................................................................................... 15
Vouchers ....................................................................................................................................................... 15
End of day Paperwork ................................................................................................................................... 16
Tip Reporting Procedures.............................................................................................................................. 16
Equipment Operation ........................................................................................................................................ 17
LIFE IN THE DOME ‘Best Practices’ Day to Day.................................................................................................. 19
1. No Straw initiative .................................................................................................................................... 20
Efficient Bartender Service ................................................................................................................................ 21
Opening Duties .............................................................................................................................................. 21
Inventory ....................................................................................................................................................... 22
Liquor Box ................................................................................................................................................. 22
Product ..................................................................................................................................................... 22
Retail Tracking .......................................................................................................................................... 23
The Bar............................................................................................................................................................... 24
The Dome .......................................................................................................................................................... 24
Bartender Service .............................................................................................................................................. 26
Embarking ..................................................................................................................................................... 26
Introductions ................................................................................................................................................. 26
Bartender Sequence .......................................................................................................................................... 28
Drink Service ................................................................................................................................................. 28
Taking the Order ....................................................................................................................................... 28
Making the Drink ...................................................................................................................................... 28
Delivering the Drink .................................................................................................................................. 30
Follow-up .................................................................................................................................................. 30
Closing ............................................................................................................................................................... 31
Dropping checks ............................................................................................................................................ 31
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Closing Tabs Northbound ......................................................................................................................... 31
Closing Tabs Southbound ......................................................................................................................... 31
Closing Tabs ................................................................................................................................................... 31
North and Southbound Closing Duties.......................................................................................................... 33
Cleaning Tips ............................................................................................................................................. 33
Healy Requisition Process.................................................................................................................................. 35
Furlough Rail Car Duties .................................................................................................................................... 36
Quality Narration ............................................................................................................................................... 37
“New” Employees ......................................................................................................................................... 37
Read your audience! ..................................................................................................................................... 38
Inventory Form .................................................................................................................................................. 39
Requisition Form ............................................................................................................................................... 40
Liquor Inventory and Distribution Form ............................................................................................................ 41
Start of Day ................................................................................................................................................... 41
End of Day ..................................................................................................................................................... 41
Bar Refrigerator Map ......................................................................................................................................... 43
Bar Setup Guidelines ......................................................................................................................................... 44
HAP Rail Drink Guide ......................................................................................................................................... 45
Suggestions of classic drink recipes to memorize: ................................................................................... 46
Drink Order Abbreviations ................................................................................................................................ 47
Sample of Drink Order Notes ............................................................................................................................ 48
Dining Room Table Maps .................................................................................................................................. 50
Table Number Seat Number ................................................................................................................. 50
Sample Portion Scoops ...................................................................................................................................... 51
Sample Dining Room Maps ............................................................................................................................... 52
Sample Meal Sheet ............................................................................................................................................ 53
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HEX Outline
Northbound HEX (7 days a week- HAP Express) 7:30am ANC Rail Yard:
Be in full uniform, completely ready to board train
If you need to iron do so off the clock
Clock in, check car assignment, note location of AED
Look for safety light then board the train DO NOT BOARD if YELLOW light is flashing
Check your station and inventory; complete the requisition form for any missing items (pay special attention to items that are not available in Healy – there will be a laminated list posted in your station of what is available in Healy)
Check in liquor inventory with Ground Steward- do not unlock until a manager or ground steward is present. Keep the liquor inventory sheet safe and dry!
By 7:55 am Turn in REC sheet to GROUND STEWARD
Triple check you have everything you will need for 2 days of service!
Prepare the Dome, bar area for service
8:00am Onboard Train:
Attend morning meeting in full uniform on the LAST HOLLAND car
During the meeting you will receive valuable information for the run in including the number of vouchers and cars affected, TKA departures/arrivals, and updates from Management
After the meeting return to your station to finish preparing for service 8:45am ANC Depot: Embarkation
Once the train has stopped o You will hear the train whistle and the OBM will disembark –The OBM is ALWAYS the first
person on the ground
Be prepared for the guests’ arrival by standing at the top of the stairs ready to receive luggage and direct guests to their seats
It is the responsibility of the Bartender to ensure all guests are accounted for
If anyone is missing inform the Rail Guide (via a food server- the Dome must be attended at all times)
9:15am: Train departs Anchorage
The Rail Guide will do the Safety Speech and introduce the Bartender and Servers
Bartender –Quickly introduce yourself and highlight a few drinks; after announcements, begin drink service at the front of the car working to the back. The Servers will begin taking guests from the back of the rail car.
The Servers will be responsible for taking the drink orders of the guests in the dining room, but the Bartender makes the drinks
10:45am Wasilla:
Breakfast service should be wrapping up and/or over
Most guests will have returned to the Dome
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11:00am Montana Creek:
Lunch in the dining room begins
Train is about an hour outside of Talkeetna, if you have guests disembarking at TKA (information is on your manifest) it is necessary close checks of guests disembarking
Pre clean the Dome
All employees – Check the bathrooms for cleanliness 12:00pm Talkeetna:
If there are guests disembarking/embarking, be ready to begin this process as soon as the train stops
Assist limited mobility guests in elevator
When all guests have disembarked the car, check for lost and found, help Rail Guide reset the Dome for new guests, clean the bathrooms
o Remember the seat number or area where items were found so we can determine who they belong to!
Help new guests find proper seats, inform Rail Guide when all guests are accounted for
*If there is not a transfer of guests in Talkeetna,
lunch should start before Talkeetna at 11:00am.*
1:00pm Dome snacks begin
Use the microphone to explain the Dome Snacks process, take orders, run food, bus tables
3:00pm Hurricane Gulch/Broad Pass:
Once all the guests from the seating chart have gone down stairs to eat, inquire with the RG to determine if there are any more guests wishing to have lunch and inform the Kitchen of any additional diners.
Dining Room lunch service should be wrapping up and/or over – once all the guest have eaten have employee lunch. Coordinate with the Rail Guide to ensure the Dome is never unattended!!
The Kitchen never closes!
Check the bathrooms for cleanliness 3:40pm Cantwell
Work with your Rail Guide Partner to keep track of retail sales, you must work as a pair to make sure each guest pays for the proper items. You will have to enter all the retail info before printing checks
Train is 1 hour away from Denali, drop checks and collect payment
The bar is NEVER closed!
Pause service long enough to collect on all the tabs and then
serve anyone who wants to purchase additional food or drinks 4:40pm Denali Depot: Disembarkation
At disembarkation there must be two employees on the ground the Rail Guide and 1 Server
Bartender is positioned at the top of the stairs to assist with luggage
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Run the internal elevator for any guests with limited mobility
All luggage stored in the closets should be off loaded before guests start coming downstairs
Announce on the microphone a quick thank you and that the Rail Guide is now ready on the ground and guests may disembark. See speech printed on page 33
After all guests have been disembarked, all employees should return upstairs to check around seats for belongings that may have been left behind
o Hand off any found items to the OBM or a Ground based Guest Services Supervisor/Host o It is important that items left behind are handed off BEFORE the train leaves the depot; this
allows for the best chance of returning possessions in a timely manner. Remember the seat number or area where items were found so we can determine who they belong to!
5:00pm Healy Canyon:
Complete closing duties Lock your fridge & liquor compartments!!
Use this time to clean and recover your station o WORK CLEAN THROUGHOUT YOUR SHIFT
Clean, prep for tomorrow and lastly start paperwork
Prepare your server reports needed for liquor check in and the Rail Guide Retail envelope
Remain at your station in uniform until checked out by the Healy Supervisors
PAPERWORK IS ALWAYS THE LAST DUTY COMPLETED!
5:45pm Healy Yard: Be ready to get off the train IMMEDIATELY once it stops in Healy
Only disembark the train if a Healy Manager/Supervisor or OBM has given the OK
The entire team must be ready to disembark so please help one another!
Bring your retail bag off the train. You may leave it in the Healy Rail Office overnight
Hop on the motorcoach bound for the Homestead and receive your room key
There will be an end of day meeting on the motorcoach - please no headphones until the meeting is finished
Homestead:
Upon arrival to the Homestead, clock out
If desired, eat dinner at the Employee Dining Room-the hours are 5pm-8pm
If you wish to ride the HAP Employee shuttle to Denali Princess or McKinley Chalet Resort you will need your HAP Employee ID
Remember to get a lot of rest and hydrate!
Southbound HEX (7 days a week HAP Express) Denali-Talkeetna-Anchorage 5:00am-7:25am Homestead: Employee breakfast is served in Employee Dining Room
7:25am Lobby:
Pick up your retail bag from the Healy office
Do not clock in early! Board the motorcoach for rail crew transfer to the rail yard
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Return your room key to OBM– lost or missing keys are 5$ 7:30am Crew Coach:
Motorcoach leaves Homestead for Healy Rail Yard. DO NOT miss this coach transfer!
Morning Meeting will be on the motorcoach transfer to the train. No headphones until the meeting is finished- you will hear important details about the South Bound run
7:30am Healy Canyon:
Setup your station, prep for the day
Open liquor cabinets when the OBM is present
Check in liquor for the day when OBM or Supervisor
8:15am Denali Depot: Embarkation
When the train stops in Denali, look for OBM on the ground to know it is safe to disembark for boarding
Look for the motorcoaches when the train pulls into Denali, all the motorcoaches will be parked at one location and the guests walk to the train
Be in your assigned position ready to receive our guests at the top of the stairs- have your manifest in hand to help guests to their assigned seats, inform the Rail Guide when all guests are accounted for and they can close the vestibule door
Assist with guests luggage- they should have their hands free for the hand rail!
Stow oversized luggage in Holland closets, if no HAL car on your consist use Dining Room drawers or cubby space
9:15am Denali:
The train will depart the Denali Depot
After the Rail Guides safety and welcome speech, introduce yourself. After the speeches have concluded start taking drink orders!
Start with the first four rows
The Food Servers will begin brining guests downstairs for breakfast from the rear of the car
It is perfectly acceptable to begin service while still in the depot!
11:00am Lunch in the dining room begins 1:00pm Dome snacks begin
Use the microphone to explain the Dome Snacks process, take orders, run food, bus tables 1:40pm Talkeetna:
If there are guests disembarking; be prepared to begin disembarking/embarking new guests as soon as the train stops
Check the bathrooms for cleanliness o Do a sweep of the bathrooms so they are ready for the next guests, dry the countertop,
mirror and pick up floor
When all of the guests have disembarked the car, both the Bartender and Servers should check upstairs for any items left behind by the guests
Pick up any trash, wipe all the tray tables
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When the Dome is ready, go to your assigned position at the top of the stairs to prepare for embarkation
3:30pm Wasilla:
At this point, the train is about an hour and a half from arriving in Anchorage
Start your closing duties, the guests are our number one priority but use some time to start your side work before dropping checks
Once all the guests have finished eating lunch, eat employee lunch! Coordinate with the Rail Guide so the Dome is never left unattended
Work clean throughout the day! Keep your station organized!
After Wasilla, drop tabs and begin closing checks 5:00pm Anchorage:
Once the train comes to a stop, be ready to disembark passengers
Use the microphone to inform the guests when it is fine to head downstairs, and that they will see the Rail Guide at the bottom of the stairs
All luggage from closets should be off loaded before guests start coming downstairs
After everyone has disembarked sweep the Dome for any left behind belongings
Remember car number and seat number or area where items were found so we can determine who they belong to!
Finish your closing duties CLEAN FIRST, PAPERWORK SECOND
Take all collected aluminum cans downstairs
When all guests have disembarked, the train will leave the depot and start heading back to the rail yard. This is called ‘the loop’.
Once a OBM/Manager or Supervisor has checked your fridge -lock it and check in liquor with MOD or OBM!!
Remain in the Dome until checked out by the PM MOD. Do not disembark or dress down until checked out by the MOD.
Turn in your accounting paperwork to the accountant Take your retail bag to the retail room or check into the gift shop clerk on board the train
When pulling in to the rail yard, the train may stop and go several times as the locomotive is setting the cars. Look for safety light and check with the MOD to know that it is safe to get off the train
once the train has stopped in the Anchorage rail yard.
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DEX Outline (2 days a week Saturdays and Wednesdays)
Northbound –Direct to the Wilderness, Whittier to Denali 4:45am Anchorage:
Clock-in at 455/459 building in uniform ready for the day
Check the Car Assignments posted next to the timeclock to see which car you will be working on
Board the coach for the ride to Portage 5:00am: The motorcoach departs Anchroage headed to Portage
Morning meeting will happen on this coach transfer o The OBM will distribute guest manifests and go over the day once the coach is close to
Portage
Check with the OBM on which Kitchens will be open for breakfast for our guests 6:00am Portage:
The crew boards the DEX train consist bound for Whittier
Start opening duties, prepping for the day
We only have 45 minutes to prepare the train for the journey to Denali
Check in your liquor box when the OBM or supervisor comes by (remember that the pink copy of the liquor form must be given to the OBM or supervisor); roll the silverware from the DEX box (the RG is available to help); and place two Rapids Menus in each seatback
NB DEX mornings the DMOs board the train in ANC so please set up your own bleach buckets
The most important duty to complete is to check your inventory and requisition for any NECESSARY items you will need for the day- give complteted REC forms to the F&B Sup or OBM – you will receive these items about 10:30am as the train passes thru Anchorage
o Begin setting up your work station, checking for any missing items in NB DEX boxes and reporting them to the OBM or the F&B Supervisor
o The DEX items included are: DEX Dining Menu offering breakfast and lunch designed specifically for our Princess
guests Rapids Menus - we offer a special Dome menu for guests looking for a casual meal
or snack Napkin bands, Dinner Napkins, and Plastic Silverware (forks, knives and spoons) -
these items are assembled and used for meal service in the Dome Ramekins and lids - used for Dome food entrees Champagne cups - used for the toast made when entering Denali National Park
(DNP) 7:00am Whittier: Embarkation
As you pull into the Whittier depot, there will be another train parked next to the DEX. This is the single level Domed MEX (McKinley Express)train which will also pick up guests from the ship but will take them to Talkeetna. As soon as the MEX train departs, the OBM will be the first one off the train
Bartender: Place your empty liquor box on the ground when the train pulls in
Be ready for guest embarkation!
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o Be mindful that the MEX (McKinley Express) guests are starring into your train you should act professional and be dressed in full uniform
o Guests will begin boarding as soon as the train is secure o The Bartender should relay to the Rail Guide (without leaving the Dome - so usually through
a Server) information on any missing guests, so the OBM may be informed ASAP (the ship will contact their stateroom to see if the guests are still onboard the ship)
Rail Guide: Start the Safety Speech/Introductions once all guests are onboard
During introductions, explain how food and beverage service will work in the Dome and about our two different DEX day menus
o NB DEX, we have two dining options for our guests. There will be a Rapids menu serviced by the Bartender that has snacks, sandwiches and appetizers available for dining at their seat in the Dome. If the guest would like a more extensive dining experience, please direct them downstairs to the Dining Rooms.
o Once the passengers have been served first round beverages, FOUR ROWS AT A TIME, NEVER TAKE THE ENTIRE DOMES ORDERS AT ONCE
o After an entire round is completed introduce yourself again to the passengers. Let them know that you will be there for them all day and that anytime they would like to order food or have questions, you will be there.
o If no one wants to order, help out elsewhere, the Kitchen will be ready to serve at a moment’s notice, and since the passengers got up early they may be ready to eat lunch as early as 10:00 AM.
NOTE: Be sure to talk about the DEX Enhancements.
The Rail Guide should mention Indian Valley Meats as you pass by Indian Valley (MP 88.7). Do not pass out meet and cheese samples until Birchwood
Denali Park Ranger board the train at the Hurricane stop
Cookies, and champagne toast given by Rail Guide as we pass Jack Creek into DNP
10:30am Anchorage (MP 114): Train briefly stops in Anchorage. NO GUESTS ON OR OFF TRAIN.
DMO’s, a few Food Servers will board the train and start working
Receive any items you requested on req sheet
Newspapers and Trivia Prizes are put onboard for Rail Guides to distribute
This is a good time to ensure the meat and cheese sampler are ready to serve
Denali Rail Hosts (DRH) will board the train to pass out guests’ welcome envelopes and help answer questions about the Denali Princess Lodge (Room changes, dinner reservations, booking tours, etc.)
o Remind your Rail Guide partner this team will need some microphone time 10:50am Birchwood (MP 136): Servers will help serve the meat and cheese platters (please wear gloves) 11:00am: Lunch menu items available – do not flood the kitchen with orders, take a few at a time, never take the entire domes orders at once! 12:30pm Willow: Train Passes through Willow
Retail Guides should be passed out by Rail Guide and a Retail Presentation given
Work with your Rail Guide Partner to keep track of retail sales, you must work as a pair to make sure each guest pays for the proper items
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1:00-1:30pm: Northbound DEX and Southbound DEX meet
Employees or product may pass from the NB train to the SB train consist
If you happen to have free time and go to the platform to see the meet, act professionally 3:00pm Hurricane Stop (MP 282):
Denali Park Rangers will board the train at Hurricane Gulch Section House
Please make sure that the champagne and cookies are being prepared at the start of Broad Pass (the Food Servers and Rail Guide should help if necessary)
4:45pm Cantwell (MP 320): The Servers (Bartender may help if not busy) should pass out the cookies and champagne to guests. Bartenders will begin to close out tabs after toast Jack Creek (MP320):
The official boundary of the park
The Rail Guide will deliver the “50th Anniversary Toast to Denali” as the train enters the national park. (The sign is small and located by the creek on the 9:00 hand side of the train.)
5:45pm Denali (MP 347): Train arrives in Denali and disembarks all guests
Check for guest lost and found! Do not enter any tips or complete any paperwork until closing duties are completed!
PAPERWORK IS ALWAYS THE LAST DUTY COMPLETED!
Check-in liquor with OBM or Healy Supervisor
Lock fridge
Take retail bag off train with you, take it back to Anchorage 6:00 – 6:30 pm: The crew finishes cleaning their stations and prepares to disembark in Healy Working clean as you go will help speed up the end of day duties! If your rail car is going to furlough there are additional duties to complete
Remain in your Dome to be checked out by the Healy Supervisors
Receive your room assignment and key for the Homestead
Once the train arrives to the Healy rail yard immediately be in position to unload the train
Remove retail bag from the train
Board the motorcoach to the Homestead
Quick meeting on board the motorcoach to discuss the day! 6:40pm: The crew meets the Healy team for room assignments and boards the motorcoach to the Homestead
Quick meeting on board the motorcoach to discuss the day! 6:45pm: The crew clocks out at the Homestead timeclock
Dinner is available at the Homestead Employee Dining Room until 8pm NOTE: Double check the posted car assignment on the door of the Healy Rail office to double check your
start time for the next day. The SB HEX crew will clock on at 7:25. The SB Motorcoach crew will start at 7:10.
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Southbound DEX run - Denali to Whittier Saturdays and Wednesdays
Below is the timeline guide to the Southbound DEX run - Denali to Whittier
5:00am-6:10 am Homestead: Employee breakfast is served in Employee Dining Room 6:10am Lobby:
Do not clock in early! Board the motorcoach for rail crew transfer to the rail yard
Return your room key to OBM or Healy Guest Services Supervisor – lost or missing keys are $5 6:15am Crew Coach:
Motorcoach leaves Homestead for Healy Rail Yard. DO NOT miss this coach transfer!
Morning Meeting will be on the Motorcoach transfer to the train – no headphones until the meeting is finished- you will hear important details about the SB run
6:20am Healy Canyon: Check your stations and service areas to ensure they are completely ready for service
Open Liquor cabinets when OBM or Healy Sup is present
Be ready to go BEFORE the first motorcoach parks 7:00am Denali Depot: Embarkation – follow the same procedure as the NB DEX Once all of your guests have embarked, speeches should begin. It is fine to start service while still in the DEPOT
During introductions, explain how food and beverage service will work in the Dome and about our two different DEX day menus
o NB DEX, we have two dining options for our guests. There will be a Rapids menu serviced by the Bartender that has snacks, sandwiches and appetizers available for dining at their seat in the Dome. If the guest would like a more extensive dining experience, please direct them downstairs to the Dining Rooms.
o Once the passengers have been served first round beverages, take the time to introduce yourself again to the passengers. Let them know that you will be there for them all day and that anytime they would like to order food or have questions, you will be there. If no one wants to order, help out elsewhere, the Kitchen will be ready to serve at a moment’s notice, and since the passengers got up early they may be ready to eat lunch as early as 10:00 AM.
8:15am: Train departs
Take orders, make drinks, run food, repeat! 11:00am: Lunch menu items available NEVER TAKE THE ENTIRE DOMES ORDERS AT ONCE, TAKE ORDERS 4 ROWS AT A TIME 1:30pm Houston: Encourage guests to remain in their assigned seats so that the Guest Service Hosts from the Ship can check them in, the guest will need to have their passport ready- if a guest is missing their passport inform the OBM
2:00pm Wasilla: – Guest Service Hosts board to start guests’ ship check in
They will make a quick presentation to the guests about the check in
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3:30pm Anchorage Depot: Guest Service Hosts disembark , no guest off the train
Coordinate with OBM a trash drop off in Anchorage- all trash must be double bagged
Please advise your OBM if any guests will need wheelchairs in Whittier
As the train leaves Anchorage begin prepping the champagne for the toast in the Domes
4:30pm Girdwood: – (About one hour from Whittier) – Start CLOSING TABS
Champagne served to celebrate the 50th annivesary of Princess sailling up to AK o The Rail Guides will deliver a toast to celebrate Princess sailing 50 years to AK
After you have paused service long enough to collect on all the tabs, reopen the bar and food service on a guest by guest basis
Focus on cleaning duties – we have limited time in Whittier, work clean throughout the day and be ready to be checked out once the guests have disembarked the train
5:30pm Whittier:
Remind guests the importance of staying in their seats; the Bartender will pass out their Cruise Card as they disembark
o This will allow them to go straight to security inside the terminal
Once all guests have disembarked, remain in your assigned Dining Room. o Your OBM or F&B Supervisor will come through to check you out
Check in Liquor. Lock Fridge
Turn in your Accounting paperwork to the OBM
**If the crew is not finished cleaning, restocking, or done making burritos our goal is to successfully clean the train and prep it for the next day, making the tunnel is a secondary goal. You must be checked out by the OBM or Food and Beverage Sup before bboarding the motorcoach in Whittier for transfer back to Anchorage
APPROX 8:30pm: Arrive back at Rail Yard via Motorcoach Return Retail Bag to Gift Shop Clerk in Anchorage or deliver to Retail Room
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Bar Service
Communication, consistency and teamwork will be the keys for the success of our day. It is imperative that we leave issues at the door, take a moment at the timeclock to breathe, center and smile.
EXPECT to have a wonderful service with both guests and your HAP train family
No activity begins in the Dome until the Rail Guide has given their Welcome/Safety Speech and the staff has been introduced. Afterwards, hit the ground running with the focus on quick, mindful and efficient service. It is fine to begin service while we are still in the depot!
Dining Room service will begin seating from the back of the Dome while YOUR beverage service starts at the front of the rail car
Take the orders of 4 rows at a time! NEVER TAKE THE ENTIRE DOMES ORDERS AT ONCE!!!
There are a variety of non-traditional payment methods that you will need to be aware of during service. You will need to be aware of the purchase restrictions and accounting procedures for each and be very mindful to use the appropriate key on Clover when processing them
NORTHBOUND
Breakfast should begin as soon as the Rail Guide has given their Safety Speech, Welcome Announcement and Ride Guide Presentation and the Bartender has given their welcome
Service should begin while we are stationary in the depot!
Take orders 4 rows at a time
Lunch should begin at 11:00am for cars that have guests bound for Denali.
Guests that board in Talkeetna will begin lunch immediately upon leaving Talkeetna
If you did not have breakfast before lunch service started, your employee meal will be served after all guests have eaten. It is important that each employee take a lunch break. The Servers should coordinate with each other and the Rail Guide should coordinate with the Bartender as we never want to leave our guests unattended in the Dome or Dining Room
The Kitchen never closes, we need to accomidate all guests who wish to eat on the train
SOUTHBOUND
Breakfast should begin as soon as the Rail Guide has given their Safety Speech, Welcome Announcement and Ride Guide Presentation and the Bartender has given their welcome
Lunch should begin at 11:00 am
Take orders 4 rows at a time DEX DAYs – 2 menus, Rapids Menu for service in the Dome, or Dining Room- All day dining menu
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IMPORTANT TIPS TO REMEMBER:
Work clean
The Bartender and Rail Guide should keep the Servers and Kitchen notified of the number of guests left to eat
Communication, communication, communication! Ask for help BEFORE you get in the weeds and watch your coworkers to see if they need a hand
Use your peripheral vision to anticipate the guests needs!
Never throw ramekins away!
Never throw away containers from the prep kitchen!!
Collect aluminum cans throughout the journey
Remain calm!
Every employee must take a lunch break. All teammates should coordinate with each other so we never leave our guests unattended in the Dome or Dining Room
Ask for help if you need it, for example asking for a bag of ice, or asking someone to help deliver drinks.
Nutrition Guide If you or our guests have any questions concerning the food we serve, the Nutrition Guides are full of important information on all of our menu items. What you should know about the Nutrition Guides:
It is kept in a black binder that is found in the Kitchen cars, next to the cooks microwave
Please use the nutrition guide to make sure our guests are receiving the best possible care
Our Nutrition Guide consists of two sections: o The 1st section is a copy of the cook book
This section contains the recipes and plate builds for every item on our menu. Each menu item has listed below it every ingredient included and next to each
ingredient is a page number. That page number guides you to the second section of our nutrition guide.
o The 2nd section is a list of nutritional and ingredient information for every item You can go directly to this section and check the table of contents for the item you
are looking for. Also as was stated above, in every cook book next to each ingredient is its nutritional information section page number, including the copy at the front of the guide.
This binder contains allergy and special request information: o Always confirm that the menu item a guest orders does not contain a life threatening allergy
ingredient or an ingredient that goes against the guest’s life style choice or religion. o We are often far from medical attention, increasing the danger if a guest has an allergic
reaction. The train would need to get to a city/town and wait for an ambulance or medevac unit to take the guest to a hospital
Some of the allergies and lifestyle/religion dietary restrictions to be aware of are: Gluten (Wheat) Free/Intolerant, Celiac disease (Gluten Allergy), Nut Allergy, Soy Allergy, Shellfish Allergy, Lactose Free or Intolerant, Kosher, Vegetarian/Vegan
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Accounting
Vouchers
Payment Method Purchase Restrictions Gratuity Included?
Princess & Holland Meal Voucher NO alcohol Yes
Seabourn Meal Voucher
NO alcohol with BREAKFAST
Yes Alcohol ALLOWED with LUNCH (Limited to ONE Beer/Wine)
AIE/A&P Meal Requests (You will need to obtain the Voucher
from the AIE/A&P Tour Leader)
Set meal for all guests (OBM will provide a list of the meal
and number of guests) Yes
ETO (Escorted Tour Operations) NO alcohol
NO Crab Benedict Yes
GSR (Due to Food & Beverage Issue) NO alcohol No
GSR (Due to NON-F&B Issue) NO alcohol Yes
Alaska Service Certificate (For Service) NO alcohol Yes
Alaska Service Certificate (For Value) Alcohol ALLOWED
(Up to value of Certificate) No
Cruise Tour Cash (For Value-NO CHANGE GIVEN)
Alcohol ALLOWED (Up to value of Certificate)
No – Unless the spend is <
$25 value, remaining will be applied to gratuity
It is critical that you enter the correct payment types in Clover throughout your shift
Do not accept any Denali Dollars Certificates If you have any questions about a voucher, take a moment and read the slip, it will state exactly what items the guests should receive!
Remember with the PCL or HAL Meal Voucher the guests will need to sign TWICE, once on the
paper voucher (on the signature line on the back) and second on the actual meal receipt to prove what the guest received.
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End of day Paperwork Complete ALL cleaning and closing duties before starting your paperwork
After all checks have been closed in the Clover System:
o Print an ‘End of Day Report’ in Clover Print a second End of Day report and give to Bartender TO ATTACH TO THE LIQUOR FORM
Print Clover server report o Place inside your deposit envelope
o Nothing is stapled to the outside of the envelope
Enter any remaining tips into credit card machine
Keep track of any vouchers and void slips. Put in Voucher envelope- fill out completely o Vouchers must have signed Clover slip attached o Make sure corresponding receipts are stapled to voids, vouchers, GSR, etc.
• If you have a voucher the guest must SIGN TWICE
The guest signs the back of the physical voucher, and signs the top of the itemized bill. This ensures the guests voucher is only covering items actually ordered and delivered
In Healy, give the deposit envelope to the OBM
In Anchorage, bring the deposit envelope to the Accountants
Tip Reporting Procedures Tipped employees are required by law to record their entire tip revenue, or 8% of their daily sales, for tax reporting purposes. The Rail accounting office tracks all credit card and voucher tips and reports the full amount to payroll. This tip revenue is recorded, taxed on your paycheck and then included as income on your W-2 form at the end of the year.
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Equipment Operation
Please report any equipment issues to the OBM and the Steward ASAP. Microwaves: Microwaves specifically for the Servers have been placed near every wait station area.
Servers will refrain from using the cook’s microwave. Be aware that while smaller than the cook’s microwaves, these are still powerful commercial microwaves and will require very little time to heat products.
Coffee Maker: The coffee maker is located in a couple locations just inside the door to the Kitchen from the
Dining Room or in the Dining Room. The power switch is just under the spill tray. The reset button is on the back.
Soda Gun: The beverage stations are located in various locations throughout the cars. On board the
consist there will always be a couple of backups of the most popular syrups and at least one of others that are not used as much, as well as several Co2 canisters. If you are not familiar with where to find a backup soda bib or the procedure to change one get the Steward or your OBM.
Pie Case: Most cars have pie cases. They must have a thermometer visible to the casual observer. If
the thermometer is missing please report it to the OBM and/or Steward. The pie case is a good place to chill dessert plates and desert forks. It is not a good place for your personal foods.
Coolers: Coolers and freezers are located in each wait station. Servers are responsible for the daily
cleaning of the coolers and freezers in the wait station. The fan inside of the refrigerator needs to be kept clear of a complete obstruction DO NOT stack items in front of it. Do not press down on the cooler doors to help you stand up, the hinges are fragile.
Air Doors: All wait stations have air doors. As a rule, air doors are to remain in the “normal operation”
position (closed) and in use when the rail cars are out of the Anchorage service yard. If your air door is not functioning, please let your Steward and/or OBM know and have them troubleshoot it before writing it up. These doors are critical to your success in several ways:
1- Air Doors dramatically reduce noise into the car. Doors left open seriously degrade the
experience for the guest. 2- Air Doors lessen the guest’s ability to see into the food prep area. Our Kitchens are
clean, but they are not designed for regular observation like a higher-end restaurant. 3- Air Doors reduce dust into the car. This dust causes re-washing of the dishes and
additional cleaning time for you and the overnight cleaners. 4- Air Doors reduce moisture coming into the car. Moisture causes window fogging and
freezer ice-up. The cars are designed to clean and dry the air in the car with SOME new air introduced. Leaving air doors open overwhelms the ability of the car to clean and dry the air.
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Hip Button: The A-B Kitchens on the Holland cars have a button on the wall adjacent to the linen or garbage locker. These buttons are linked to all four of the A-B Kitchen air doors. When pressed or bumped, it should activate the doors from the dish pit area to the wait station or reverse. This keeps you from having to press the “open” button on every door while you are carrying plates.
Shelf space: All wait stations have shelf space, although it is limited. The open counter area is not for
storing supplies, but it can be used for staging supplies for the upcoming meal. All shelf space is to be wiped down daily.
Drawer space: All bars have drawers labeled with their proper contents. Bartenders must keep the drawers
clean and organized. Sinks: Never throw straws or debris down the drain! Ensure you have all your handwashing
supplies! Ice Bin: All bars have an ice bin that is part of the soda system. The soda passes through pipes in the
bottom of the ice bin where it is chilled before it gets to the soda gun. The most common cause of warm or flat soda is an empty ice bin. Ice bins must be sanitized every day. Empty the ice bags into the bin; never place ice bags in the ice bin as it may introduce contaminates to the bin. Always use the orange mallet to break up ice, never break on floor!
You will have logo items that are brand specific and these items need to be stocked on the correct cars. Holland logoed items on Holland cars and Princess logoed items on Princess cars. Please report any equipment issues to the OBM and the Steward in Healy and in Anchorage. Even if you reported the issue yesterday, please report again so we have it documented. Extra items or overstock:
At the end of the run in Anchorage put all extra service items in Dining Room on table #1 (at edge) with a note, Night Crew will pull it off in the evenings before the next run.
Notes for the next run:
At the end of a run upon arrival in Anchorage use this sheet from the black box to let future crew members know what equipment is missing from each specific car!
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LIFE IN THE DOME ‘Best Practices’ Day to Day
As a member of the Dome staff, it is important to remember that you are working as a team to ensure our guests enjoy their travels while onboard. Whether you are a Bartender or a Rail Guide, there are some general responsibilities of the Dome. It will take equal attention from both positions to guarantee our guests have the best possible rail experience.
For safety reasons, there ALWAYS needs to be at least ONE employee in the Dome at all times. If one employee is on lunch break, the other needs to stay until they return.
Teamwork is absolutely necessary on the train.
With 6 employees per 88 guests, it is CRUCIAL that everyone works together.
Personal bags must be stowed away, any unassigned seats should remain available for guests to spread out, not for our suitcases or retail bags
Roam the Dome - Make sure you are moving about and interacting with all the guests onboard
The Tour - Though this is the Rail Guide’s main objective, there will be times when the Bartender will have to pick up the microphone and provide the tour narrative
Games are available in the trauma kit drawer, if you have kids on board or a family seated at a table
F&B Service - When it is busy in the Dome, it will take both team members running drinks to serve everyone in a timely manner
o The Bartender and Rail Guide are also responsible to help seat guests in the Dining Room after the first round
1pm Dome Snacks- Teamwork is necessary to ensure the guests in the dome are well taken care of
Bathrooms - If you see water around the sink, wipe it up. If the toilet paper needs to be replaced, replace it. Stay on top of keeping the bathroom neat and tidy
Trash – If your Dome trash can is overflowing – double bag and take downstairs to a closet when possible
Recycle – collect aluminum cans and bottles throughout the run for offloading in Anchorage
During training you will be issued a paring knife that is your
responsibility for the entire season. If you fail to return your knife
or wine opener you will be charged a fee at the end of the season.
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HAP SUSTAINABILITY PRACTICES
1. No Straw initiative
In an effort to reduce our single use plastics printed on our menus will be the line: Straws available upon request
Straws will only be given to guests who verbally ask for one
2. Please recycle all aluminum cans
Can recycling is a crew wide initiative, but the DMOS will be responsible for gathering cans from the Dome throughout the day AND THE BARTENDER SHOULD RUN CANS DOWNSTAIRS
Be mindful of the noisy can movement
Cans in view of the guests must be kept neat and tidy
Do not take cans off in Healy. Anchorage night crew will remove aluminum cans from the train
3. Please save cardboard boxes throughout the day and DO NOT PUT INTO TRASH BAGS
Break down all boxes, at the end of the run, Healy AND Anchorage put on the vestibule
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Efficient Bartender Service 1. Learn "Economy of Motion" found on page 29-31; make the most of your time 2. Don’t stand at the bar - Constantly "Roam the Dome" 3. Watch out for customers in need; stay attentive! Always ask the guest if they want help! 4. Use your down time, restock, restock and restock some more! Always wipe down before restocking 5. Clean as you go; it will save time at the end of the day 6. If you need help, ASK FOR HELP!
The Bartender provides a safe environment for the guests. They ensure that safety procedures are being followed and offer medical attention to guests whenever necessary. They also keep the Bar and Dome area clean at all times. You are providing quality service when you:
Report to your station on time, appropriately uniformed and well-groomed
Are friendly and courteous with guests/co-workers
Cooperate with and assist your guests/co-workers
Talk quietly and briefly with co-workers when necessary
Actively listen to guests/co-workers and make eye contact
Say “please” and “thank you” often and greet guests/co-workers by name whenever possible
Don’t let the hustle-bustle or the occasional complaining guest ruin your day
Know all aspects of your job and work in an organized manner
Try to meet your guest’s needs before they have to ask you
Provide service in a timely manner
Respond quickly and courteously to guest requests and complaints without passing judgment
Try to meet the needs of special guests (special diets, celebrations, people with disabilities) with enthusiasm and courtesy
A Day in the Life of a Bartender in Three Stages…
Opening
Service
Closing
Opening Duties A successful trip for both our guests and the staff will be determined largely by how we prepare for the day. Clock in on-time in full uniform, be prepared for a good day and do your opening duties completely and efficiently. You MUST have your Liquor Box checked in, Requisition Form completed and equipment check done well before the train departs the HAP rail yard. There are three key areas to focus on in preparation for service:
Inventory
The Bar
The Dome
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Inventory Know your guests and use appropriate branded items and literature There are three distinct aspects of your inventory that you need to focus on:
1. The Liquor Box 2. Product – including desserts and menus! 3. Retail AND Pre-Packaged Snacks
Liquor Box Inventory and check-out your liquor box once the Ground Steward, OBM or F&B Supervisor comes by to verify it with you. You MUST wait for the Ground Steward, OBM or F&B Supervisor before opening the liquor box. Once you sign off on the liquor you are responsible for that inventory. Please keep the liquor box locks inside the grey totes! Any shortages in liquor must be reported at the time and a determination will be made if additional inventory is needed. You are responsible for your liquor inventory. We do not fill recs for bars, the par level is set the same for each car. You MUST be certain that your three part Liquor Inventory form (See Liquor Inventory and Distribution Form page Error! Bookmark not defined.) is complete and accurate:
Pink Copy – Stays in Anchorage and is collected by Ground Steward, OBM or F&B Supervisor after the liquor is checked out to you
Yellow Copy – Stays in Healy and is collected by OBM/F&B Supervisor after the liquor is checked out to you
White Copy – Collected upon return to Anchorage by MOD after liquor is verified checked in. please staple all the Clover shift reports to this white sheet, NB and SB Dome and Dining Room
If your car is not ‘live’, you will need to lockup the liquor in the appropriate storage area
Place the empty liquor box on the ground outside the train car- include the large locks!! o On the NB DEX place the boxes on the ground in Whittier o On the NB HEX place the boxes on the ground in Anchorage Rail yard
Check that your alcohol storage drawer has a functioning lock and that it is kept locked at all times.
If the lock is not present or is not functioning, inform OBM or Manager on Duty as soon as possible.
Product
Go through your station and make sure you have everything you need for two days of service. Check the following to ensure you will have what you need and enough to get through the two day run:
Bar menus
Garnishes
Mixers
Dry Goods (i.e. teas, coffee, cocoa, sweeteners, etc.)
Disposables (i.e. gloves, cups, straws, napkins, silverware, large dinner napkins etc.)
Service ware (i.e. tongs, spoons, tumbler, glass, jig etc.) Look through the entire station and make note of what you are short of or missing on the Requisition Form (See Requisition Form Page 40). The Requisition Form should be completed as quickly as possible and given to the Ground Steward to allow time for missing/short inventory to be pulled and brought to the depot. The REC sheet must be turned in before the 8 am morning meeting!
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Inventory snack packs:
Retail Pre-Packaged Snacks Pre-packaged retail snack bags will be waiting for the Bartender in the Dome, these items will be inventoried at the same time the liquor is checked out. These are pre-packed snacks to be sold in the Dome and may include items such as mixed nuts and trail mix. Mugs and Gulchers These items will be waiting for you in your Dome, these items will be inventoried at the same time the liquor is checked out.
Retail Tracking While you are prepping for the day make a plan with your Rail Guide partner regarding retail sales
for the day. Plan out a timeline for the day regarding retail sales
Be very accurate during the day regarding retail, ensure your Rail Guide partner is noting seat numbers and letters and keeping good track of items sold
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The Bar Check all or your equipment immediately and ensure that it is operating properly (Refrigerator, Coffee Machine, Faucets, Soda Gun, Blender, Clover/Printer). **There is a short window to repair or replace equipment, report any problems to the OBM, Steward, Onboard Manager or maintenance personnel on duty immediately. Physical and mental organization will be the key to a smooth and successful service. Go through your station and set up all of your liquor, mixers, garnishes, disposables, ready-to-eat items and equipment in their places; only prep what you need for the current service. DO NOT prep if you will not have guests for the current leg of a run; be structured, organized and clean in your setup. The following will help you achieve this:
Place your liquor in such a way as to display it visually appealing to all guests
Make your station attractive and appealing see photo on page 43
Check your sanitation buckets (50-100ppm); the DMO should set this up for you. o NB DEX you will need to make your own sani bucket, use test strips found in kitchen to
ensure proper mixture
Pre-heat your coffee pots with hot water (the decaffeinated dispenser is located in the Dining Room)
Check that your coffee machine is on and working
Fill your ice bins
Talk to your Rail Guide partner and ensure the menus are being set out with the Dome literature
Prep to fill your garnish tray. Layer the bottom of the tray with ice to keep garnishes chilled, keep prepped cherries, lemons, limes and Bloody Mary garnish covered
Fill your stir stick and napkin containers o No straw initiative – only give straws upon request
Prep your coffee set ups, creamers, sugars
Prep coffee cups with sleeves, have lids handy for guests upon request
Never throw the plastic containers from the prep kitchen in the trash!
Designate area for aluminum can collection
The Dome Your final step prior to guests boarding should be to do a walk of the floor of the Dome to look around making sure that everything is clean and tidy, ready for guests!
Examine the chairs, trays, floor and windows for any issues
Make sure the menus and all guest literature are in place!
There will be an Opening & Closing Duties list posted in your station for reference during your shift
Your personal luggage should not be visible to the guests; any open seats should remain open for guests to spread out- including row 1.
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Credit Card Machine & Charging Cord
Bar Inventory (Very Important)
Mugs, Gulchers, and Pre Packaged Snacks
Beer/Wine
Creamer/Sweeteners
Straws/Napkins
Paper Cups/Plastic Cups
Check All Service Equipment
Coffee Machine
Soda Guns/Boots
Point of Sale Machine
Faucets
Blender
Refrigerator
Bar Area Set Up
Bleach Bucket
Fill Coffee Carafes (Decaf dispenser is in the dining room)
Set out liquor
Fill ice bin
Fill garnish tray
Fill napkin/straw container
Display bar snacks
Make
Bloody Mary Mix
Do final check on Bar/Dome for
cleanliness, readiness
Attend 8:00 am Crew Meeting!!
*Report any problems to Onboard Steward, Onboard
Manager or MOD
Coffee/Juices/Mixers, etc.
Check Out Liquor Boxes From Ground Stewards
OPENING DUTIES
Check All Inventory in Drawers & Cabinets
Keep White & Yellow Copies of
Inventory Sheet
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Bartender Service Service is THE MOST IMPORTANT aspect of your job. Everything we do before and after is to ensure the best possible experience for our guests during service. Beginning when the guests embark and ending when they disembark, every aspect of our guests’ experience while in our care is your responsibility. Service can be broken down into four stages:
Embarking
Introductions
Service
Disembarking
Embarking Service begins with the boarding process. Use this opportunity to set the tone for their experience on the train. Be friendly, approachable and helpful! As guests board, you should greet them warmly and enthusiastically, direct them to their seat and assist them with bag storage if necessary.
Introductions This is a short process that occurs just after the Rail Guide makes their speeches and announcements. When the Rail Guide is done, you will be given the microphone to introduce yourself and highlight a few of the drink specials. This should take no longer than a minute or two after which you will hand the microphone to one of the Servers and proceed to start drink service. Be professional!
Explaining the Dome Food and Beverage process before you begin taking orders
will help the guests know what to expect.
What should I say on the microphone? Following is an example that you might start with:
“Hi my name is __________ and I’ll be your Bartender today. I would like to talk to you about our
beverage service, dome snacks and how it all works on the train. Located in your seat backs you will find
our Dome menu. I will be starting at the front of the train car and working towards the rear taking your
drink orders as our meal service seating begins at the rear of the car. I’m going to run a tab for you the
entire day and will close you out via credit card one hour before we reach the destinations.
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As you become more comfortable on the microphone and in your job duties, incorporate some upsell items into your introduction (make sure you’ve read the guests to target your upsell). Here is an example that has been used by a previous Bartender with great success:
Hi everyone, my name is _____ and I’ll be your Bartender aboard the train today from _____ to _______.
I’m here to keep you hydrated and happy so I’d like to draw your attention to some of our drink specials.
We have two souvenir beverage items available for purchase. Our bottomless souvenir water bottle comes
with your choice of coke, diet coke, sprite or iced tea. It’s only $12 and is a great way to stay hydrated on
your journey. We also have this awesome souvenir mug which comes with one beverage of your
choice….or let me make you my world famous Moose Mary! How is it world famous? I have made it for our
friends from Australia, England and Germany. I’ll be starting with drink orders in the front of the train car
and working my way to the back. We have a cashless payment system onboard, CREDIT CARD ONLY, so I’ll
be keeping track of your tab for you and we’ll take care of you payment a good hour before we get to our
destination. Is anyone here hungry? Let me pass the mike back to, ______ , who will be taking care of you
today and they can tell you about some of our food specials!
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Bartender Sequence
Drink Service Follow all alcohol serving laws! It is illegal to discount or give away alcohol in the State of Alaska Four steps-
Taking the Order – four rows at a time!!
Making the Drink
Delivering the Drink
Follow-up
Be prepared for the complexity of multitasking between guests, maintaining your
station and inventory, working on retail with Rail Guide Partner and your duties to
the guests in the Dining Room Be organized and structured in your approach to service. There are a few housekeeping items you will need to cover throughout service:
The sink at the bar is both a hand sink and a dump sink therefore you will need to clean it frequently during your shift
Use the strainer in the sink and ensure NO STRAWS OR TOOTHPICKS go down the drain
Some rail cars have a separate DUMP area to ensure no straws OR TOOTHPICKS go down the drain
Save all of your empty liquor (including wine) bottles throughout your shift to be placed in your liquor box at the end of the day and returned to the ground for recycling
Taking the Order Know your beverages! Understanding the menu will help to head off any problems or delays with orders by ensuring you ask the right questions of the guests as they order (such as ‘neat’ or ‘on the rocks’ for straight liquor) or that you have the answers to the guests’ questions. A few other tips to be mindful of when taking orders:
Take orders four rows at a time (16 guests) or until your orders amount to a full tray
Orders should be taken and entered into Clover based on the guest’s seat number (i.e. “01AB” or “01CD”)
Run a tab for the guest the entire length of their journey
Up-sell the souvenir water bottle and coffee mug, especially to guests ordering soda, coffee or tea
Making the Drink We have standardized recipes for all of our beverages to maintain a consistent quality across Bartenders and to maintain costs.
Do not make drinks for Servers without a ticket! Follow all drink recipes
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Use the provided jigger for measuring – this is for consistency
Double check that you have all the proper garnishes on your drinks
Do NOT handle service ware by the rims
Label any souvenir water bottles sold with an orange “use first” sticker indicating the guests seat number and the beverage
Coffee and Tea
Ask if they would like cream and sugar for coffee or hot tea
Ask if they would like lemon, honey or sugar for tea and iced tea
Put sleeves and lids on all hot drinks for guest safety
Put unwrapped tea bag on top of hot water cup lid so they can brew to taste
Put orange “use first” stickers on top on decaf coffee lids as to not confuse them with caffeinated
Cup Sizes
All sodas, juices, cocktails and smoothies come in a 12oz large plastic cup
All wine comes in a small 9oz plastic cup
Offer a large cup with beer if the guest would like one
If guest asks for straight liquor…
Ask if they want it “neat” or “on the rocks”
Ask if they want a “single” or a “double”
Single vs. Double pours
Use 1 ½ oz. pours in all cocktails and “single pours”
Use 3 oz. pours in all “doubles”
Alcohol Serving Sizes
Above and Beyond
Offer salted rims for Margaritas: “Salt or no salt?”
Ask if they would like whipped cream on Mudslides and smoothies
Pre-make Bloody Mary garnishes and fruit garnishes
Bloody Mary Garnishes
Build Bloody Mary garnishes in the following order olive, onion and lime wedge, with a green bean in the cup
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Fruit Garnishes
Cut lemons and limes into wedges: four wedges per lemon or lime
Please do all cutting while the train is stationary in the depot
Oranges cut into slices, half wheels
Delivering the Drink Always use a serving tray
Load the heaviest items in the center of the tray arranged in the order you wish to serve them
Have cream, sugars, lemon wedges and napkins loaded on the tray
Give every guest a cocktail napkin
Only give straws upon request
After dropping drinks, use the empty tray to bus on your way back to the bar
Always remember who ordered what, do NOT place yourself in a position where you need to ask what a guest ordered or who ordered the drink you are serving
Always use a beverage napkin and serve beverages to the guest correctly
Be sure to complete an entire round of drink service, for the entire dome rows 1-22 before starting round two, offering coffee refills to the first few rows before you have seen the back of the rail car is rude. Politely let the guests in the front of the rail car know that you will be happy to get them a second beer or refill their coffee once you have seen all the Dome one full time.
Be mindful of guests returning to the Dome from the Dining Room, and greet them and offer a drink or dessert
Follow-up Use fresh service ware with all beverages unless otherwise requested by the guest
The suggestion for the second drink must be well timed - Do not wait until the glass is empty o Solicit the cocktail or wine order when glasses are approximately 1/3 full
Use appropriate word choice when inquiring about refills. Avoid the use of words like “seconds?” or "another?” but rather offer a “refresh” or “refill”
Coffee & hot tea have free refills –
soda, juice, hot chocolate do not
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Closing
Dropping checks Before you drop the tabs row by row, check in with your Rail Guide partner to make sure all the
RETAIL is entered into the computer.
When dropping checks please use the black check presenters
The Bar is never closed! Pause service just long enough to collect payment for all the tabs
Closing Tabs Northbound Anchorage – Talkeetna
For guests disembarking in Talkeetna begin closing tabs between Montana Creek (mi. 205.5) and Sunshine (mi. 215)
Talkeetna – Denali
For guests disembarking in Denali begin closing tabs at Panorama Mountain Windy (mi. 326.7) and Carlo (mi. 334.4).
This is also a good time to check your stock levels in preparation for the next day’s service
Closing Tabs Southbound Denali - Talkeetna Begin closing tabs and cleaning Dome of any and all service items (if you have guests disembarking) within 10 to 15 minutes after passing through Curry (mi. 248.5).
Talkeetna - Anchorage Be Ready! Boarding in Talkeetna is a very quick process. Meal service begins/continues after completion of the safety speech. The Bartender remains in Dome for disembarking/boarding process. If you have a sizable number of guests boarding in Talkeetna make sure your bar is ready for another busy service. For guests disembarking in Anchorage begin closing tabs and clearing any and all service items between Birchwood (mi.136.3) and Eagle River (mi. 126), depending on number of tabs.
During the closing process please insert some side work-- all the while taking care of
the guests needs. It is fine to begin restocking the fridge and cleaning as long as you
are not ignoring the guests!
Closing Tabs Give yourself plenty of time to complete this process
Drop checks with enough time to correct any mistakes
Have enough pens and a few black check presenters with you
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When coming to a scheduled stop, tabs should be completely closed out approximately 20 minutes before arrival. Any guest who desires a drink after tabs are closed may pay as they go with a credit card, up until disembarkation. Tabs for guests remaining onboard may stay open. You may have as many as 40 to 60 tabs to collect on a busy day, so it is important to give yourself plenty of time to do it smoothly without rushing the guests.
Microphone When using the microphone make sure to speak clearly and slowly. Get the guests attention with a brief hello, and let them settle down before making important announcements. Bartenders are responsible for two speeches near the end of the journey:
1. Announce you are closing tabs:
2. Announce it is now safe to disembark the rail car:
“Hi ladies and gentlemen it’s ________ and I wanted to take a minute of your time to let everyone know
we’re nearing the end of our journey. At this time we are about an hour away from your upcoming
destination __________. I will drop off all your tabs, then I will be coming to your seat to collect for your
tabs; I will be the cashier for you. This is not the end of our service; items are still available for purchase
although we’ll collect payment at the time of delivery.”
“Thank you for a wonderful day, we are ready to head down the stairs, please let me assist you with your
hand carry’s. You will see your Rail Guide at the bottom of the stairs.
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North and Southbound Closing Duties
Cleaning Tips Bartenders need to be present when liquor is being checked in by PM MOD or Supervisor
Immediately after guests disembark, take all the dirty bar items down to the Kitchen and run them through the dish machine (i.e. glasses, blender can, garnish tray, bar mat, cocktail shaker w/strainer and spoon, creamers, black mesh shelf liners, etc.)
Do not leave items (i.e. blender can, garnish tray, bar mats) in the Kitchen overnight
Never throw the plastic containers in the trash! Remove the stickers and take to the DMO
Stay at your station to complete the liquor inventory and be checked out by a manager or supervisor
You are responsible for cleaning your own knife-never put your knife in the dish pit!
Once guests have disembarked and we have left the Depot- take your trash to the platforms
Your garbage MUST be double bagged and two new bags are placed in the can
Take all aluminum cans to the dish pit for collection
Wipe down the liquor bottles, check them in with a Manager or Healy Supervisor, and lock them up
Wipe down bar thoroughly with bleach water, including under the rubber matting
Empty the ice bin and rinse it thoroughly
Wipe down INSIDE the sink and back wall
Disassemble the soda gun (including the boot) and soak it in water with a MICRO drop of bleach in a clean red sanitation bucket
Wipe down all the working areas
Pull the black matting from the bottom of the fridge and wipe out completely
Restock the refrigerator and refill the straw and napkin holders
Clean fridge- inside, outside, underneath
Write down any maintenance/mechanical problems that arose during your shift and give it to the Onboard Steward and or OBM
Mark any open mixers with a ‘use first’ sticker and place them in the refrigerator
Daily- Northbound AND Sound bound- you must take the blender cover off, gently remove these two screws and replace once cleaned. SEE PIC BELOW- please remove this base pad and run thru the dishwasher
Take your bitters and knife home with you!
Blender pieces
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Sweep dome for passenger items left behind
Run Service Items Through Dishwasher
Bloody Mary Pitchers
Blender Pitcher
Garnish Tray
Bleach Bucket
Other Service Items
Wash Your Own Knife (it is yours to keep track of)
Clean Service Equipment
Scrub soda gun nozzle
Soak soda gun and boot holder (in bleach buckets)
Blender base
Refrigerator -wipe inside and out
Remove all black matting, wipe under and put back!
Coffee Machine
CLEAN
Clean out all drawers (organize and wipe out)
Wipe down all surfaces (on and around)
Wipe down Coffee Carafes (make sure to clean all rims)
Wipe down liquor bottles
Clean Ice Scoop/Ice Scoop Holder
Burn ice off in ice bin
Wipe down all counters
Drawers (wipe out and clean up any broken items)
Trash Cabinet (clean with bleach solution)
Clean Black Matting (shelf liners) & Wipe underneath
Restock & Organize
Refrigerator
Bar Drawers
Straws
Napkins
Sugar Caddies
Lock Up Liquor
In DNL - take inventory and lock in cabinet
In ANC - take inventory and lock in liquor boxes
Staple a copy of BT and Servers Report to Liquor Inv Sheet
Accounting
Enter tips in CC Machine
Complete Deposit Envelope
Print Reports (two copies)
Take Retail to Healy Office or Retail Room
Garbage to Platforms / Double bag garbage can
Recycle all cans to the dishpit area
CLOSING DUTIES
Make sure all equipment is put back in bar
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Healy Requisition Process It is important to have clear communication between the Onboard staff and the Healy Team. We have provided a list of items available in Healy in each station. Please be aware that there are very few refrigerated items available. It is almost impossible to receive requisitions in the morning. There is very little time in the morning as the train leaves for Denali as soon as the employees have embarked. The Healy Staff will meet the train in the morning, leave for Denali to help with boarding as soon as the train leaves Healy. This is why it is important to have requisition forms done the night before to hand off the Healy F&B Supervisor. Onboard Staff:
Need to fill out requisition forms before disembarking in Healy
o ALL Requisitions are handed to a Healy Supervisor or Manager
Each Car should have 2 Requisition Forms filled out
o 1 for Kitchen/Dining
o 1 for Bar
Lists of items available in Healy are posted in each station
Requisition are done on a 3 page form
o Pink copy is kept by the cook after filling out the form
o Yellow Copy is kept by Healy Supervisor
o White Copy is returned to the Kitchen Rail or Bar
Marked with outs
Marked with location of items put onboard
Let OBM or a Healy Supervisor know immediately if there is an important item needed that is not stocked in Healy. The OBM will call the MOD in Anchorage and requisition the item for the MEET.
LOCK THE LIQUOR! LOCK THE FRIDGE!! Bring your retail bag including snacks and gulchers to the Homestead for safe, temperature controlled storage.
Leave the bar the way you would want to find it in the morning!
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Furlough Rail Car Duties If your rail car is going to FURLOUGH in Healy there are additional duties that are not typical of a NB run.
Remove your retail and carry it back to Anchorage with you
Extra cleaning - make sure your area is super clean, tidy and well organized
Move open wine to the LIVE SB rail cars, and then stock full unopened bottles in the fridge based on our par levels. Note all transfers on your LIQUOR INVENTORY SHEET
If you depleted a backup beer or wine supply, let the Healy Supervisors know so they can replace it before the car goes Southbound
The fridge must be well stocked! If your back stock is out of an item, transfer items from your fellow Bartenders, note all transfers on the liquor inventory sheet
You will have help with these duties while in the Canyon from the Healy Team, or your Food and Beverage Supervisor during the run. If you are not sure please ask for help!
37
Quality Narration The narrated tour is given primarily by the Rail Guide, but the Bartender does play a secondary role. The Bartender will eventually need to know the complete tour in the event the Rail Guide is absent (i.e. lunch, breaks, short crew fill subs, etc.) once they are comfortable with completing their primary duties in a timely fashion.
“New” Employees A common mistake made by new Bartenders is trying to learn too much information too soon. At the beginning of the season, work on memorizing a dozen of the most essential parts of the tour, over time, add other points as your comfort zone dictates. You may want to use the following guide to pace yourself on adding points to your tour presentation:
Weeks 1 & 2: Anchorage
Elmendorf AFB Wasilla/ Iditarod (MP 159.6) Denali Viewpoint (MP 224)
Curry/Sherman Talkeetna
Indian Canyon (MP 269.2) Denali Viewpoints (MP 275-280)
Hurricane Gulch (MP 284) Broad Pass/Meet
Cantwell Denali Park Data
Weeks 3 & 4: Knik Flats/’64 quake Mat Valley/ Settlers
Nancy Lake Windy/Panorama Mt
Week 5: Eagle River Birchwood
Willow Honolulu
Carlo
Week 6: By now you shouldn’t need to use your notes for your basic tour. At this point you should start adding information based on your areas of personal interest. For example: Plants and Animals can be sited at several times during the trip; the flora changes throughout the trip, from the birch and white spruce in the Anchorage to Talkeetna area, to cottonwood trees and fiddlehead ferns from Talkeetna to Broad Pass. You will find evidence of the wild inhabitants, if not the wildlife itself. The Indian Canyon area beaver dams and lodges abound; during the salmon runs it is possible to see the fish, especially in the Indian River; there are a few locations where Trumpeter Swans nest; on the tundra, in Broad Pass, it is possible to see caribou (early in the season) as well as moose at any time; bear are also commonly sighted along the Susitna River, as well on occasion in Broad Pass. For more information including videos and books check out the Tour Guide Library in the office. This library is open to anyone who is interested and it is possible to check the items out.
38
Denali Viewpoints and Hurricane Gulch are two key areas that you MUST be prepared for in advance so
that you can give your guests time to get their cameras ready and go to the observation deck if desired. Study mileposts constantly during your first month and memorize the milepost markers for these key points of your tour. This will help your sense of timing tremendously in all aspects of your job. Be sure that you don’t keep your back to part of your audience for too long. Move up and down the car as you speak, turning constantly and maintaining brief eye contact with everyone.
If you have a group that is being too loud and is disrupting the tour and other guests, here are a few suggestions on what to do:
Always be polite and never show exasperation
Keep giving the tour but take your microphone and stand right next to their group while speaking
Postpone that segment of the tour if timing allows
Read your audience! Some groups are near the end of their trip and have heard a lot of different tours and they may not be interested in what you are saying so do not drone on. NEVER TELL DISTASTEFUL OR INAPPROPRIATE JOKES! IF IN DOUBT LEAVE IT OUT!! Leave out the less important points unless questioned about them and focus on the major points in an abbreviated version. Realize though, that there is a mix of people in your car and some guests would appreciate hearing a more detailed tour. Move row to row talking with these folks and individualize their experience. Remember that as little as you think you know- you know far more than your audience. Keep your facts straight and give your tour with confidence – the guests will hang on your every word.
One last pointer: Do Not Make-Up Information!!! Become familiar with the McKinley Princess Wilderness Lodge outside of Talkeetna and the two
properties in Denali, the McKinley Chalet Resort and Denali Princess Wilderness Lodge. It is a major goal of HAP to ensure every guest has a seamless transition from
ship to rail to coach to lodge.
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Inventory Form Checking your inventory should be the first thing you do
Be accurate
Be thorough
Double check that you didn’t miss anything
NB SB Car:
Date:
Stocker:
ITEM Par Onboard Needed Stocked Breakage Explanation
DRAWER STOCK
AK Amber 18 Cans
AK Summer 18 Bottle
Twister Creek IPA 8 Cans
Budweiser 15 Bottle
Bud Light 15 Bottle
Denali Mother Ale 8 Cans
Kodiak Brown Ale 6 Cans
St Pauli 2 Cans
Champagne Splits 8 Mini
Chard 2 Bottle
Cab 2 Bottle
Pinot Grigio 2 Bottle
White Zin 2 Bottle
Ginger Ale 2 Bottle
Tonic Water 2 Bottle
Tomato Juice 4 Cans
Grapefruit Juice 4 Mini Cans
Pineapple Juice 1 Boxes 1 box = 6 mini Cans
Grenadine Mix 1 Bottle
Margarita Mix 2 Cartons
Cocktail Napkins 3 Pack
Thin Black Stir Straws 1 Box
Clear Straws 1 Box
Black Smoothie Straws 1 Baggie Only for Smoothies
Garnish Sword Picks 1 Box
Paper Towels 1 Roll On Towel Holder Next To Sink
Brown (Raw) Sugar 1 Baggie
White Sugar 1 Baggie
Splenda 1 Baggie
1/2 & 1/2 PC Creamers 2 Baggie
Lightly Salted or Kettle 1 12qt Cont.
Popcorn Container 1 Sleeve
Coffee Hot Cups 3 Sleeves
9oz Wine Cups 2 Sleeves
Coffee Hot Cup Lids 1 Sleeve
Hot Cup Sleeves 2 baggie
12 oz Beer or Soda cup 3 Sleeves
Plastic Silverware Set 1 Bag of ea Forks, knives and spoons
Service :
Breakfast
Lunch
Please check your stock. Requisition any needed items and turn this form into your OBM.
40
Requisition Form Filling out a Requisition form should be the second thing you do
Double check that you didn’t miss anything
Fill out form completely DATE, CAR #, NAME
Hand off to ground steward (before 7:55am)
Once you have received your product, sign off on REC form
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Liquor Inventory and Distribution Form
Do Not Unlock Your Liquor Box Unless…
A Ground Steward, OBM, F&B Supervisor or Manager is present
Start of Day Pink Copy - Anchorage
Will be collected by the Ground Steward or OBM after they have checked the liquor out with you
Yellow Copy - Healy Will be collected in Healy by
Manager, Supervisor or OBM after they have checked out liquor with
you
White Copy – Anchorage Will be collected by a Manager,
Supervisor or OBM after they have
checked the liquor in with you
End of Day Staple a copy of your shift report to the liquor form at the end of both your NB and SB run. If drinks were made for the Servers please attach a Clover end of day shift report for each of them. Ask the Servers downstairs to give you a copy of their shift report to attach to your liquor inventory. Then with an OBM, Supervisor or Manager verify the end of day liquor quantities, lock up liquor. In Anchorage use the grey liquor box brought on by Management, in Healy lock liquor in designated space.
42
Bartender Morning Prep List
43
Bar Refrigerator Map
Your Bar Refer should always be organized as shown below, at the end of each run.
Always make sure your refrigerator is clean - especially the bottom shelf!! Remove the black matting and wipe down, clean the matting and make sure it is put back properly!
Any wines opened need a use first sticker with date opened
1 Unopened Pinot Grigio
Bar Refer Map
Top Shelf
1 Unopened Chardonnay
Opened Ginger Ale & Tonic 1 Cocktail
1 Jar Green beans1 Jar Cherries1 Jar Olives
1 Unopened White Zin
2-3 Unopened Whip Cream Open Soda
4 Champ
Open Space For
3
Kodiak
Brown
Ale
1 St Pauli
N/A
3 Denali
Mother
Ale
6 B
ud li
ghts
6 B
uds
Open Juices
Bottom Shelf
6 A
lask
an A
mbe
r
Middle Shelf
4
Alaskan
Amber
4
Alaskan
Summer
Bar fridge should look like this at the end of every day.
Be careful of any open containers and do not overstock the Fridge. Thank You!
6 A
lask
an S
umm
er
6 Tw
iste
r C
reek
IPA
MixersBloody Mary Mixer
Chocolate Syrup
1 or 2 Half and Half
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Bar Setup Guidelines
Have your bar setup in a nice display as shown above so the guests can see what liquor we offer o A nice semi-circle display works well in all bars o All bars should be set up the same
Notice the ice scoop! Properly stored in its holder!!
Notice the soda gun and hose, stored nicely!
Make sure your bar is setup and stocked and ready to go with: o Properly prepped garnish tray – include ICE in the tray to keep the product chilled o Large and small clear cups o Coffee cups, lids o Coffee sleeves o Creamer PCS o Sugar caddy setups o Straws – available to guests only upon request o Napkins
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HAP Rail Drink Guide
Drink Name Glassware Drink Measures Drink Procedures Garnish
Alaskan
Sunset12oz cup
1oz Vodka
.5oz Triple Sec
Squeeze a lime
.5oz Grenadine
4.5oz Sprite
Measure ice in 12oz cup then add liquor to
the shaker (2oz approx.)
Except Sprite, Combine ingredients in shaker
tin. Cap tin with pint glass and shake
Finish with sprite
Lime Wedge
Cherry
Golden Spike 12oz cup
1oz Vodka
.5oz Triple Sec
.5 oz Blueberry Pom
4.5oz Sprite
Measure ice in 12oz cup
Combine ingredients in shaker tin
Cap tin with pint glass and shake
Lemon Wedge
Cherry
Matanuska
Mudslide12oz cup
.75oz Kahlua
.5oz Vodka
.25oz Irish Cream
2oz Half & Half
1oz Chocolate Syrup
In blender combine all ingredients
along with Ice (2 oz.)
Add 3 count of chocolate syrup
Line Cup with chocolate syrup
Pour into cup
Top with whipped cream
Drizzle with chocolate syrup
Mendenhall
Margarita12oz cup
1oz Tequila
.5oz Triple Sec
Fill Margarita Mix
Measure ice in 12oz cup then add liquor to
the shaker (2oz approx.)
Combine ingredients in shaker tin
Cap tin with pint glass and shake
Lime Wedge
Salt the rim if requested
Moose Kiss12 oz
HOT CUP
1.5 oz Irish Cream
10 oz Coffee
Measure 1.5 oz Irish Cream into a cup of
coffee. Stir
Whip cream and chocolate
drizzle
Mosquito
Bite12oz cup
1.5oz Vodka
4.5oz Pineapple Juice
2oz Strawberry Puree
2oz Orange Juice
Measure ice in 12oz cup then add liquor to
the shaker (2oz approx.)
Combine ingredients in shaker tin
Cap tin with pint glass and shake
Orange Wheel
Cherry
Rail Runner
Punch 12oz cup
1.5oz Rum
4.5oz Pineapple Juice
2oz Orange Juice
2oz Cranberry Juice
Measure ice in 12oz cup
Combine ingredients in shaker tin
Cap tin with pint glass and shake
Lemon Wedge
Cherry
Strawberry
or Blueberry Pomegranate
Smoothie
12oz cup
6oz Strawberry or
Blueberry Pomegranate
(1/2 a 12oz Cold Cup)
Fill 12oz cup with ice then dump ice in
blender
(Add 1.5oz Rum or Vodka if requested)
Add Smoothie Mix and Blend
Do NOT add 1/2 & 1/2
Ask guest if they would like
whipped cream & a cherry
(extra cherry on virgin
drinks)
Moose Mary 12oz cup
1.5oz Vodka
8.5oz Bloody Mary
Mix-see recipe below
Measure ice in 12oz cup then add VODKA to
the shaker
Combine ingredients in shaker tin
Cap tin with pint glass and shake
On a Sword pick
an olive, onion and a lime
wedge.
Add 1 pickled green bean.
Salt the rim-only if guest
requests
Bloody Mary
Mix
Clear
Pitcher
1 can (46 oz.) Tomato
Juice 3oz Bloody Mary
Seasonings
1oz Worcestershire
Sauce
.5oz Green Bean Juice
.5oz Olive Juice
.5oz Onion Juice
Squeeze in a steady stream of Bloody Mary
Seasonings (3 counts)
Pour in 1/2 can of Tomato Juice
Add Worcestershire (10 dashes each)
Add a splash of Green Bean, Olive and
Onion Juices.
Pour in the rest of the Tomato Juice and
mix with the long spoon
12 oz cup-
Fill ice to line
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Drinks to Learn from ‘Bartending Inside – Out’ Guide You should know the traditional ingredients for classic drinks and if we have the appropriate style of liquor available so that you may offer suggestions on substitutions.
Suggestions of classic drink recipes to memorize: Greyhound Salty Dog Brandy Alexander Amaretto Sour Whiskey Sour John Collins Tom Collins Vodka Collins Sea Breeze Cape Codder Cuba Libre Gimlet (Vodka or Gin) Rob Roy (Regular & Perfect) Manhattan (Regular & Perfect) Martini (Regular, Perfect & Dirty)
White Russian Black Russian Brave Bull Colorado Bulldog (White Russian w/splash of coke) Smith & Currins (Kahlua & Cream w/splash of cola) Chi-Chi Tequila Sunrise Screwdriver Mimosa Hot Toddy Italian Coffee Mexican Coffee Irish Coffee Margarita
Fun trick: If a guest orders a drink you are not familiar with, ask:
“How do you make ________ at home?” Sample order booklet:
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Drink Order Abbreviations
C COKE PUN RAIL RUNNER PUNCH
DC DIET COKE MOS MOSQUITO BITE
SP SPRITE SUN ALASKAN SUNSET
IT ICED TEA MAR MENDENHALL MARGARITA
W WATER MUD MATANUSKA MUDSLIDE
SW SODA WATER BM BLOODY MARY (MOOSE MARY)
OJ ORANGE JUICE SMO SMOOTHIE
CJ CRANBERRY JUICE BLUE Blueberry Pom Smoothie
PJ PINEAPPLE JUICE Straw Strawberry Smoothie
T TEA W/RUM WITH RUM
COF COFFEE W NO WHIP CREAM
DECAF DECAF COFFEE W/S WITH SALT
C+S CREAM AND SUGAR DBL DOUBLE
/L WITH LEMON TAB TABASCO
ICE NO ICE TON TONIC
AMB ALASKAN BREW CO. AMBER JD JACK DANIELS
SUM ALASKAN BREW CO. SUMMER TEQ TEQUILA
DMA DENALI MOTHER ALE AMAR AMARETTO
IPA TWISTER CREEK IPA PEP PEPPERMINT SCHNAPPS
KBA MIDNIGHT SUN KODIAK BROWN ALE IRSH IRISH CREAM
BUD BUDWEISER KAH KAHLUA
BL BUD LIGHT G+T GIN AND TONIC
CHAM CHAMPAGNE VT VODKA TONIC
MIMO MIMOSA CHAR CHARDONNAY
X EXTRA PIN PINOT GRIGIO
X 2 MULTIPLE ORDERS (TIMES 2) OR X3, ETC.
ZIN ZINFANDEL
B BOTTLE CAB CABERNET
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Sample of Drink Order Notes
FIRST ORDER (TABLES OR ROWS 1-4 ) = 16 DRINK ORDERS, 8 DRINKS A TRAY
01AB C W COKE WATER
01CD DC W ICE DIET COKE | WATER WITH NO ICE
02AB SP W/L SPRITE WATER WITH LEMON
02CD COF T C+S COFFEE TEA WITH CREAM AND SUGAR
03AB OJ COF + C ORANGE JUICE COFFEE WITH CREAM
03CD IT /L AMB ICED TEA WITH LEMON AMBER BEER
04AB PUN BM RAIL RUNNER PUNCH BLOODY MARY
04CD BM X.TAB NO DRINK BLOODY MARY WITH EXTRA TABASCO
SECOND ORDER (TABLES OR ROWS 5-8)
05AB BM X 2 2 BLOODY MARYS
05CD C X.ICE DECAF COKE WITH EXTRA ICE DECAF COFFEE
06AB MUD W MAR MUDSLIDE WITH NO WHIP MARGARITA
06CD MAR W/S MIMO MARGARITA WITH SALT MIMOSA
07AB CHO SMO BUD CHOCOLATE SMOOTHIE BUDWEISER
07CD PJ SMO W/RUM BL PINEAPPLE JUICE SMOOTHIE WITH RUM | BUD LIGHT
08AB CHAR DBL JD + C CHARDONNAY DOUBLE JACK DANIELS AND COKE
08CD CAB B G+T BOTTLE OF CABERNET GIN AND TONIC
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What is good service?
What does it mean when someone says that they received good service?
If you ask people what they mean by good service, you will usually hear comments about the delivery of
the food and drinks not taking a long time. You may hear talk about the Server being right there when
something was needed or bringing things to the table without being asked and you probably will hear
comments about the Server being pleasant and helpful. To achieve such comments about your service,
you need to develop service habits which are organized and efficient.
Speed of service comes from knowing how to ring up a check quickly, how and when to place the
order, and how to coordinate the timing of the order. As the guest becomes ready to receive the
course, you should be in the kitchen ready to pick up the completed order.
Attentive service is achieved by anticipating the needs of your guest and actively concentrating and
executing the service standards and procedures set forth by Holland America-Princess. It means making
yourself available to the guest and maintaining a constant awareness of what needs to be done in your
station as well as the entire car.
Walk through the dome frequently and make eye contact with the guests. A guest may be waiting for
you to look in their direction so he or she can “flag you down” with a specific request. Always try to
anticipate a guests needs.
As you walk through the dome, scan the rows to see what needs to be done. Set up a mental checklist so
that you notice empty dishes, half-filled drinks, cracker wrappers, empty beverages, half-filled sugar
caddies, salt and pepper shakers, etc.…
Take another moment to scan all of your seats to see how far along each guest is in the meal. Sometimes
just looking at the guest can remind you that food should be up in the kitchen, or that row looks like they
are ready for another cocktail or dessert.
If you can do all these things with a smile, the guest will be
assured of a positive dining experience.
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Dining Room Table Maps Downstairs in the dining rooms we have many different configurations. If you are helping deliver food or take an order, always use proper seat numbers. With the kitchen behind you TABLE 1 is the first one on your left! SEAT NUMBER 1 IS ALWAYS AT THE SEAT CLOSEST TO YOU ON YOUR LEFT AS YOU FACE THE TABLE.
Table Number Seat Number
51
Sample Portion Scoops
.5 oz. scoop for butter – served in ramekin
.05 oz. scoop for sour cream – served in a ramekin
1 oz. scoop – Blueberries for the Cheesecake
2oz scoop of Guacamole 2oz scoop portion for the Cinnamon roll frosting
4 oz. grey scoop For ice cream
to the plate
52
Sample Dining Room Maps Bartenders should become familiar with the Dining Room maps to assist in flipping tables when the Dome is not busy.
53
Sample Meal Sheet Bartenders must be familiar with this sheet to assist the Rail Guide in bringing guests into the Dining Room!
Draw a circle around the seat number of guests that wish to dine
Draw a backslash through that circle once that guest has gone to the Dining Room