Model Curriculum Bartender SECTOR: TOURISM & HOSPITALITY SUB-SECTOR: HOTELS OCCUPATION: FOOD AND BEVERAGE SERVICE REF ID: THC/Q0302, V1.0 NSQF LEVEL: 5 Bartender Bartender TABLE OF CONTENTS 1. Curriculum 01 2. Trainer Prerequisites 08 3. Annexure: Assessment Criteria 09 Bartender Bartender CURRICULUM / SYLLABUS This program is aimed at training candidates for the job of a “Bartender”, in the “Tourism & Hospitality Skill Council” Sector/Industry and aims at building the following key competencies amongst the learner Program Name Bartender Qualification Pack Name & Reference ID. THC/Q0302, v1.0 ID Version No. 1.0 Version Update Date 21/11/2019 Pre-requisites to Preferable Diploma Training Training Outcomes After completing this programme, participants will be able to: • Prepare for bartending operations • Take orders and serve the ordered food and beverage to the guests as per standards • Prepare and serve drinks • Communicate effectively with superiors, colleagues and customers to achieve a smooth workflow • Achieve customer satisfaction by understanding customer requirement and provide services • Practice standard of etiquette and hospitable conduct • Apply gender and age sensitive service practices • Describe importance of IPR for organization and customers • Practice health and hygiene at workplace • Apply safety practices at workplace Bartender 1 This course encompasses 10 out of 10 Compulsory NOS (National Occupational Standards) of “Bartender”, Qualification Pack issued by “Tourism and Hospitality”. Sr. Equipment Module Key Learning Outcomes No. Required 1 Introduction to Hotel • Discuss the nature of hotel industry Industry and • Elaborate the hierarchy of hotel and Bartending food and beverage department of different star categories Theory Duration • Explain the role and responsibilities of (hh:mm) a bartender 04:00 • Describe the attributes required for a bartender Corresponding NOS Code Bridge Module 2 Prepare for • Draw layout of food and beverage Tableware, Bartending Operation service area and kitchen glassware, cutlery, • Explain basic terminology used in bar crockery, service Theory Duration operations equipment, menu, (hh:mm) • List different types of equipment, napkin 20:00 appliances and tools used in bar Practical Duration • List tableware, dishware and (hh:mm) glassware used for serving guests 08:00 along with their dimensions • Identify different types of liquor, mixes Corresponding NOS and garnishes Code • Name different types of fruits, snacks THC/N0306 used in the bar • List the ingredients used in different types of snacks served with drinks • Prepare a sample of material required for the day operation • Discuss how to equip bar area with tools and products needed for mixing beverages and serving guests • Demonstrate laying cover on the table • Demonstrate different folds of napkins • Explain general food service guidelines 3 Engage with guests • Demonstrate the ways of greeting and Tableware, and take order escorting guests glassware, cutlery, • Discuss the steps to be followed while crockery, service Theory Duration taking orders from the guests equipment’s, (hh:mm) • Discuss the steps to be followed while waiter’s kit, 04:00 serving orders to the guests telephone, Kitchen Practical Duration • Demonstrate how to take orders on Order Ticket (hh:mm) the Property Management System format 12:00 (PMS) • Demonstrate how to serve drinks to the guests Corresponding NOS • Explain different types of selling Code techniques THC/N0307 Bartender 2 Sr. Equipment Module Key Learning Outcomes No. Required 4 Prepare and serve • List different types of beverages – glassware, cutlery, drinks mocktails and cocktails. crockery, alcoholic • Explain general ingredients used to and non-alcoholic Theory Duration prepare beverages beverages, (hh:mm) • List different combinations of food and inventory format 06:00 beverage that will go together • Explain the procedure to make cocktail Practical Duration and mocktails (mix and shake) (hh:mm) • Explain different terminologies and 28:00 jargons used in the bar (e.g. pint, pitcher, neat, on the rocks, etc.) Corresponding NOS • Demonstrate the serving procedure Code (e.g. serve ladies first, others and then THC/N0308 the host of the group) • Demonstrate the use of corkscrew, bottle opener, etc.to open bottle without damage 5 Bill Preparation • Explain how to present bill to the Bill folder, Invoice guest format, electronic • Explain taxes associated with billing data capture • Describe how to make a bill to settle (EDC) machine, Theory Duration charges. computer (hh:mm) • Identify different types of modes of 02:00 payment Practical Duration • Explain how to settle the bill using the (hh:mm) different modes of payment. 02:00 Corresponding NOS Code THC/N0308 6 Preparing for End of • Demonstrate table clearance guest feedback the Day • Explain how to take feedback from form, logbook, inventory sheet guests and report it to the seniors • Perform end of day activities (such as Theory Duration lock bar cabinet, refrigerator; turn off (hh:mm) electric signage; note down of closing 02:00 inventory) Practical Duration (hh:mm) 02:00 Corresponding NOS Code THC/N0308 7 Legal Compliances • State legal drinking age restrictions • Explain regulatory requirement and guidelines for bar / pub Theory Duration (hh:mm) 02:00 Bartender 3 Sr. Equipment Module Key Learning Outcomes No. Required Corresponding NOS Code THC/N0308 8 Communicate with • Explain the importance of effective Telephone, smart Customer and communication and team coordination phone, computer Colleagues • Explain the difference between briefing and debriefing • Demonstrate the application (e.g. via role play) of basic phrases used to Theory Duration interact with guests in person and on (hh:mm) the phone 02:00 Practical Duration (hh:mm) 08:00 Corresponding NOS Code THC/N9901 9 Maintain customer • Explain the importance of guest guest feedback centric service satisfaction and guest feedback. form orientation • Explain different ways to improve company’s customer satisfaction rating Theory Duration • Explain how to deal with different types (hh:mm) of complaints 02:00 • Demonstrate different methods of engaging with the customers Practical Duration effectively and professionally (hh:mm) • Explain ways to assess innovative 08:00 products and services based on how they will improve guest satisfaction Corresponding NOS Code THC/N9902 10 Maintain standard of • Explain the significance of professional etiquette and etiquette and behaviour hospitable conduct • Describe the role of body language in communication Theory Duration • Demonstrate positive body language (hh:mm) when dealing with guests and 02:00 colleagues Practical Duration (hh:mm) 04:00 Corresponding NOS Code THC/N9903 11 Follow gender and • Describe the importance of gender- Age Sensitive Service neutral behaviour at workplace. Practices • Discuss the rights of women at workplace Bartender 4 Sr. Equipment Module Key Learning Outcomes No. Required Theory Duration • Explain specific requirements of (hh:mm) customers of different age groups 02:00 • Explain different safety measures and procedures available for female Practical Duration colleagues and customers like pick up (hh:mm) and drop facility, safety cameras in the 02:00 premises Corresponding NOS • Demonstrate how to interact with Code female customers and colleagues THC/N9904 12 Maintain IPR of • Describe the policies on Intellectual Organization and Property Rights Customers • Explain how IPR protection is important for competitiveness of a Theory Duration company (hh:mm) • State the consequences of IPR 02:00 infringement • Define product, service and design Corresponding NOS patents Code THC/N9905 13 Maintain Health and • Explain different food safety and Hygiene hygiene standards • Explain the importance of maintaining Theory Duration a clean workplace. • Explain the importance of personal (hh:mm) 04:00 hygiene and grooming. • Explain standard operating procedure (SOP) for maintaining cleanliness and Corresponding NOS checklists Code • Describe different health risks THC/N9906 • Explain cross contamination • Demonstrate the ways to prevent cross contamination 14 Maintain Safety at • Demonstrate the use of protective Workplace equipment and gear • Identify hazards at workplace • Explain different types of fire and fire Theory Duration extinguishers to be used (hh:mm) • Describe the emergency evacuation 04:00 procedures • Locate where chemicals and acids Practical Duration need to be stored (hh:mm) • Describe ways to handle safety and 08:00 security threats Corresponding NOS Code THC/N9907 Bartender 5 Sr. Equipment Module Key Learning Outcomes No. Required Total Duration: Classroom Aids: Laptop, White board & 140:00 Marker, Projector, Videos Theory Duration Unique Equipment Required: 58:00 The set-up required to deliver this training programme include that of a Practical Room with: Practical Duration Computer software, Tables, Dining Chairs, Side Station, Bar Counter, Bar stools, Ice 82:00 cube machine, Bottle cooler, Ice chest (crushed ice), Cocktail blender, High speed mixer, blender, Juice extractor, Cocktail shaker, Hawthorn strainer, Ice bucket with tongs, Bottle stands, Peg measure, SS Sink with drain board, Citrus squeezer, Cigar cutter, chopping board, Knife, Paring knife, Corkscrew, Zester, Wine cooler, Wine cradle, Cigar box, Ice flake machine, Glass chilling cabinet Glassware Brandy balloons 23-28 CL Champagne flute 18-23 CL Champagne Saucer 18-23 CL Tom Collins 25 CL Beer mugs & tankard 25, 50 CL White