At all times projects a favorable image of the Cruise Company to promote its aims and objectives and foster and enhance public recognition and acceptance of all its areas and endeavor

Public Speaking/ Guest introduction. Before approaching your guest  on cruise ship you should have an idea in your mind of what you want to say, and it should be: Short, Polite and Formal.

You must have confidence, stand up straight, speak slowly, with a clear voice, get the people attention, and try not to interrupt; always excuse yourself when approaching.

Your introduction speech should include the following information:

Greeting;

Your name and nationality

Your position, Duties and responsibilities.

Example: Good morning Sir, I am …….from Brazil, I am you’re Bar waitress and I’m gonna take care of your drinks, have fun!

TIP 1: You may use this introduction at dinning room, in casino and bars be short, formal and polite.  

Standards of hygiene of the Bar

To wash the hands: All must wash their hands, every time they enter in the galley. The hands must be washed with hot water for about 20 seconds, dry the hands with paper. In case that the USPH catches, this penalty (not to wash the hands) is 5 points.

Do not smoke, do not drink and do not eat in the part where the Garnish and drinks are prepared.

Be aware of how to use the three bucket system, this facilitates the general clean.

The use of gloves, when requested, only if it has contact with the garnish that is ready to be served.

U.S.P.H STANDARD PROCEDURES TO BE FOLLOWED STRICTLY on Cruise Ship

 Appearance (clean uniform, shaved, hair cut short and combed, trimmed nails)

Wash your hands before starting your duty. During service, every time you take any dirty items into the pantry dish washing area.

Doilies, ordering pads, tea bags, or any other papers must not be kept in contact with silverware in the drawers. Never leave personal items or keys in the drawers.

The waiter/waitress Station must be kept clean, tidy and organized AT ALL TIMES.

Glass polishing is allowed AT ANY TIME inside pantry.

NO EATING, SMOKING, or DRINKING (except from water fountains in the Galley) is allowed AT ANY TIME in the Galley.

Do NOT TOUCH THE GARNISH with your bare hands. Plastic gloves or tongs are to be used.

Cups, water, jugs, coffee, pots, milk, pots, creamers, etc. Must be kept up side down in the station cupboard on cruise ship.

To clean the station, use the THREE (3) BUCKET SYSTEM.

- one to “WASH” ,soap and hot water.( RED BUCKET )

- one to “RINSE”, hot water ( GREY BUCKET ) 

- one to “SANITIZE”, water and chlorine (WHITE BUCKET )

(Chlorine is 100 parts per million or, (to make easier) use one (1) cupful of chlorine per gallon).

Sales techniques on Cruise Ship

To up your sales, the most important thing is have knowledge of all bar menu. Sell by suggesting, suggest premium brands, bucket of beer.

1- use open-ended questions, as this questions requires an answer

Of more than just yes or no, like:

How many cocktails?

Which of our imported beers would you like to try?

What may I bring you from the bar?

Avoid closed-ended questions, like: Do you want a drink?

1-  Be skillful with words and description:

“Sir, any pre-dinner cocktail? I suggest a chilled Martini.”

“Ma’am, a frozen Strawberry Daiquiri is very thirst on this sun”

“Would you like a bucket of domestic or imported beer?”

(Use words such as cold, chilled, thirst quenching, refreshing, frozen)

2- Suggest appropriately. If a guest is celebrating an occasion

Suggest a bottle of champagne.

Is very important to read your guest, the situation, like dinner time, what kind of drink is recommended to take before? Example: Bloody Mary, as when the guest is about to have dinner, they prefer to have cold drinks. And after dinner? Digestive drinks such as liquors, are more appropriate.

3- Do not assume. If the guests do not want a drink at the moment, you can always check back later. Americans are used to wait for the waiter come to them and take the order, is not common for them to call the waiter, and don’t wait until their call!

4- Be attentive. Make you guest feel special; give them your full attention, and always smile.

5- Remove empty glasses and cans. This is a good opportunity for suggesting a refill or repeat order

Taking orders:

Greet the guest

Place the napkin

Present the menu

Assist the guest using the sales techniques

Take the order and be sure of that, if you have any doubt repeat all the order before proceed to the bar counter

Ask for the charge card

Serve the drink to guest from right side, ladies first, if there is a child he must be first.

Present the check for signature and verify the signature

Thank the guest

TIP 2: you must always keep the tables clean; taking away the dirty glasses, clean up spills, and change the ashtray if dirty.

Even if there are no one at your station you must always keep your tables clean, with an open menu, guest will always look for a clean and comfortable place to take a seat.

TIP 3:  To change the ashtray, take a clean one and put on top of the dirty one, leave the dirty one on your tray and replace with the clean one.

If you change the ashtray without anything on top, the ash can go to the drink and even to the passenger.

You should take the order in a logical way, as when you come back to the table and deliver you may not ask “who ordered coke?”

You may number each of your guests; number 1 will be always the one on the doorway, and 2, 3, 4 in clockwise direction, ladies first then serve the gentlemen.

As you have to serve the ladies first the graphic above shows what the sequence of serving is.

TIP 3: To avoid spill drinks, or drop off the tray, you may place the glasses on your tray, in a manner that the last drink to be served will be on the middle, using the example above ultimate mai tai will be on the middle, and on the border will be the first ones to be delivered, like that you will also avoid to touch the top of the glass when remove from the tray.

Remembering the guest names

Impression: observe facial characteristics; study the size of the person; listen to their voice.

Repetition: repeat name immediately, use the name several times in conversation.

Association: Mr. Barr = bartender, Mr. Baldwin = Very little hair, mach them with someone you know.

The importance

Calling your guest by their names they will be more confident to always order with you, is very important to memorize: their names, card number and drinks, you will make their life easy instead of all the time say what they want, name and card number, specially on Casinos, and pool.

At the pool they are usually dressed with bikinis and without any pocket so every order they need to look for their bag, open up and this takes your time and theirs.

At the casino they are very focused on the game and you can not distract them, so can take the order, like: Mr. Baldwin, may I take your Jim Bean on the rocks now? I have your card and I will be right back. Good Luck!

Table service is a form of service in restaurants, pubs, and bars where food or drinks are served to the customer's table. This is compared with counter service where service is provided at the counter.

Table service is the norm in most restaurants, while for some fast food restaurants counter service is the common form. For pubs and bars, table service is the norm in the United States whereas counter service is the norm in the United Kingdom.

With table service, the customer generally pays just before leaving rather on the delivery of the food or drink.

Learning about what are you going to deal with?

Rum

Rum is a distilled beverage made from sugarcane byproducts such as molasses and sugarcane juice by a process of fermentation and distillation. The distillate, a clear liquid, is then usually aged in oak and other barrels. The majority of rum production occurs in and around the Caribbean and along the Demerara River, Guyana in South America, though there are rum producers in places such as Australia, India, Reunion Island, Mauritius, and elsewhere around the world.

Grades and types of rums

Example of dark, spiced, and light rums.

The grades and variations used to describe rum depend on the location that rum was produced. Despite these variations the following terms are frequently used to describe various types of rum:

Light Rums, also referred to as light, silver, and white rums. In general, light rum has very little flavor aside from a general sweetness, and serves accordingly as a base for cocktails. Light rums are sometimes filtered after aging to remove any color. 

Gold Rums, also called amber rums, are medium-bodied rums which are generally aged. These gain their dark color from aging in wooden barrels (usually the charred white oak barrels that are the byproduct of Bourbon Whiskey). 

Spiced Rum: These rums obtain their flavor through addition of spices and, sometimes, caramel. Most are darker in color, and based on gold rums. Some are significantly darker, while many cheaper brands are made from inexpensive white rums and darkened with artificial caramel color. 

Dark Rum, also known as black rum, classes as a grade darker than gold rum. It is generally aged longer, in heavily charred barrels. Dark rum has a much stronger flavor than either light or gold rum, and hints of spices can be detected, along with a strong molasses or caramel overtone. It is used to provide substance in rum drinks, as well as color. In addition to uses in mixed drinks, dark rum is the type of rum most commonly used in cooking. 

Flavored Rum: Some manufacturers have begun to sell rums which they have infused with flavors of fruits such as mango, orange, citrus, coconut, and like which is a lime rum found in Sweden. These serve to flavor similarly themed tropical drinks which generally comprise less than 40% alcohol, and are also often drunk neat or on the rocks.