Wine Service

Provision

Advanced Technical Skills – FBA 11

In
Food & Beverage Service (Theory)

Mr J. Zahra

Roderick Zammit

26 January 2006
 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

CONTENTS

Page
No
10.1 Factors to be taken into account when dealing with Customers 2

10.2 Key Features and Functions of a Wine List 3

10.3 Basic Types and Range of Available Wines 4

10.4 Appropriate Storage, Serving and Pouring of Wines 6

10.5 Factors to take into Account when organising the service of 12

wines

Bibliography 14

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

10.1 Factors to be taken into account when dealing with Customers

Types of Customers

Examples:
1. Function Customers
2. Restaurant Customers
3. Bar Customers
4. Regular Customers
5. Family type of Customers
6. Couple Type of Customers
7. Teenager and Young Type of Customers
8. Customers with Special Needs
9. Elderly Customers

Customer Requirements

How to Identify:
1. Customers’ Facial Expressions
2. Customers’ Body Language
3. Asking for Feedback on Satisfaction
4. According to Menu Items, Example by offering Accompaniments

Unexpected Situations

Procedures:
1. Examples of Procedures
Drunk
Stop Serving Alcoholic Beverages

Intoxicated
Do not serve Alcoholic Beverages, if need be get authorities such as: Police Force

Suspecting Under Age

Ask for Identification

Customers that bring their own Beverages

Charge for Corkage

Items on menu out of Stock

Offer Alternatives

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

Establishment Procedures

Taking a Wine Order:

1. Offer Wine List
2. Provide Suggestions
3. Listen Carefully to Customer
4. Write down Order
5. Confirm Order by repeating to Customer
6. Present the Bottle to Customer
7. Open Bottle in front of Guest
8. Serve Host enough for Tasting
9. Serve his Guests ‘Ladies First’ and ‘Age Before Beauty’
10. Go Back to serve Host
11. Leave the bottle together with its cork on customers Table on a Lined Plate if it’s red
or in an Ice Bucket if its White, Rose or Sparkling
10.2 Key Features and Functions of a Wine List

Types

Wine Lists:
1. Bar Wine List
2. Functions Wine List
3. Room Service Wine List
4. Restaurant Wine List

Layout

Examples:
1. Attached to Menu
2. Separate Wine List to Menu
3. Wine List left on Table
4. Tent Card Wine List
5. Scroll Wine List

Selling

Wine List Function:

1. Similar to a Menu a Wine list is a Selling Aid
2. Makes the Customer aware of the i. Availability of Wine
ii. Variety of Wine
iii. Wine Contents and Attributes
iv. Wine Grape Variety

Promotion:
1. Marketing Tool
2. Helps the Customer in the Selection of Wine
3. Enhances the Probability of Customers acquiring wine.

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

Harmonisation

Wines/Foods:
1. Examples
Sea Bass Riesling / Chardonnay
Beef Cabernet Sauvignon
Pork Gamay / Merlot
Goat Cheese Pinot Grigio / Sauvignon Blanc
Bisque Viognior
Asparagus Sauvignon Blanc

10.3 Basic Types and Range of Available Wines

Types

Basic Range:
1. Red
2. Rose
3. White
4. Fortified
5. Still
6. Sparkling
7. Vintage

Characteristics

Range:
1. Dry
2. Medium-Dry
3. Sweet
4. Fruity
5. Full-Bodied
6. Medium Bodied
7. Oak-Aged

Country of Origin

France:
1. Bordeaux
2. Burgundy
3. Alsace
4. Beaujolais
5. Champagne
6. Cognac

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

7. Provance
8. Rhone
9. Armagnac

New World:
1. Canada
2. Australia
3. South Africa
4. Japan
5. Chile
6. United States
7. New Zealand

Bottle and Label Information

Examples:
1. Amount in “cl”
2. Alcoholic Percentage
3. Country of Origin
4. Grape Type
5. Information and/or History of that Particular Wine
6. Name and/or Label of Winery

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

10.4 Appropriate Storage, Serving and Pouring of Wines

Equipment

1. Buckets normally made of Shiny Stainless Steel, which are usually mounted on
Stands made on Purpose.
2. Used to keep Wine or Champagne at Ideal Cold Temperature

Coolers:
1. Cupboards used to store red wine to keep them at the best temperature

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

Carafes:
1. Bottle Shaped Jugs but with wider Necks
2. Normally used for serving House Wine

Decanters:
1. Special Shaped Bottles normally made of Crystal Glass
2. Normally used for Port or Sherry

Cradles:
1. A Stand to hold bottles of wine
2. Normally used for Red Bottles of Wine

Corkscrews

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

1. Waiters’ Friend
2. Used for Opening Wine Bottles plus any other bottles such as Soft Drinks

Glassware:
1. Glasses
2. Bottles
3. Decanters
4. Carafes

Service Cloths:
1. Waiters’ Cloths
2. Service Cloths used for serving wine to wipe the rim of the neck to prevent Spilling.

Storage and Service Temperatures

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

Red: 15.5 – 18oC

Rose: 12.5 – 15.5oC

White: 10 – 12.5oC

Dessert Wines, Champagne and Sparkling: 4.5 – 10oC

Presenting

In the Bottle:
1. Present the Bottle to the Host, Label Facing Towards Him
2. Serve Wine from the Right, Having the Label Facing the Guest
3. Pour a Little wine into the Hosts Glass for tasting.
4. Serve the rest of the customers on the table, leaving the Host for last
5. Ladies are to be served first, Age before Beauty

By the Glass:
1. Present the Glass to who ever ordered if
2. Serve Beverages always from the right of the Guest

Cradle:
1. A Stand to hold bottles of wine
2. Normally used for Red Bottles of Wine

Decanter:
1. Present the Bottle to the Host
2. Serve Wine from the Right, Having the Label Facing the Guest
3. Pour a Little wine into the Hosts Glass for tasting.
4. Serve the rest of the customers on the table, leaving the Host for last
5. Ladies are to be served first, Age before Beauty

Host:

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

1. Wine List is to be given to the Host

2. Present the Bottle to the Host
3. Pour a Little wine into the Hosts Glass for tasting.
4. Serve the rest of the customers on the table, leaving the Host for last

Using Corkscrew:
1. Present the Bottle to the Host
2. Remove the Foil
3. Insert the twirl into the cork
4. Pull using the Rim of Bottle without using too much force
5. Wipe Rim of Bottle for any Leftovers of the cork

Champagne and other Sparking Wines:

1. Present the Bottle to the Host
2. Remove the Metal Part keeping hold of the Cork
3. Remove the cork slowly, not to allow the overflow to occur
4. Wipe Rim of Bottle for any Leftovers of the cork

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

Identification of Host/taster:
1. Host can be Identified by either asking the Head waiter
2. Anticipating by asking the surname of the person who booked the table, then asking
the party who is Mr/Mrs Host

Method of Pouring:
1. Present the Bottle to the Host with the label facing the Guest
2. Open and Wipe the inside neck of the bottle with a serviette
3. Hold the bottle for pouring in such a way that the label may be seen
4. Use the waiter’s cloth, folded to catch any drips

Remainder of Party:
1. Give a taste to the host, pouring from the right
2. Serve the rest of the Party, Ladies First, Age before Beauty. Starting from the Host’s
Right
3. Finish by serving the Host

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

Amount:
1. Normally a 25cl glass is used in which case a maximum of 15cl is filled up.

10.4.6 Key Points for Pouring

Right hand Side:

1. Wine as per any other beverage is presented, offered and poured from the right
hand side of each guest
2. Glasses are positioned on the top right hand side of the place setting, for them to
be easily reached when wine is poured by the waiter

Label Visible:
1. Label should be left clearly visible when wine is being poured, for the guest to be
able to see.

Range of Skills:
1. On Finishing Pouring a glass of wine, twist the neck of the bottle and raise it at the
same time
2. This prevents drips from falling on the table cloths, but if drips fall anyway, use the
Waiters cloth to wipe the rim of the Bottle’s Neck
3. When opening a Wine Bottle care needs to be taken to open the bottle slowly to
prevent it from popping, as this can ruin the wine.

Refilling Glass

Procedure:
1. A Wine Glass would normally be of 25cl capacity, but should be filled up to 15cl.
2. As soon as a wine glass is near to empty, the wine waiter should ask the guest if a
re-fill is desired.
3. Glasses should be refilled to a maximum of 15cl in a 25cl glass.

Procedure for Empty Bottle:

1. If bottle is finished, the wine waiter should ask if another bottle is desired
2. If another bottle is ordered by the customer, fresh glasses are to be offered
3. Once again the host or who ever ordered the wine is to taste the wine

10.5 Factors to take into Account when organising the service of wines

Mise en Place

Examples:
1. Wine List
2. Service Plates
3. Silver Salvers
4. Ice Buckets and Stands
5. Corkscrews
6. Bottle Under Plates

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 ADVANCED TECHNICAL SKILLS THEORY – FBA 11

7. Champagne Stoppers

Temperature

Correct Temperature of Wines:

1. Red 15.5 – 18oC
2. Rose 12.5 – 15.5oC
3. White 10 – 12.5oC
4. Dessert Wines, Champagne and Sparkling 4.5 – 10oC

Chilling and Warming

Establishment Procedures:
1. Wine is stored in fridges or cabinets in accordance to the temperature it is
required to be served in
2. If white wine is not cold enough, it can be chilled by placing in an ice-bucket full
of ice
3. If red wine is not cool enough, then it needs to be opened as early as possible in
order for it to attain room temperature naturally

Orders

Priorities:
1. First Come First Serve
2. Regular Customers

Alternatives

Offering:
1. Same Type of Wine
2. Same Grape
3. Same Variety
4. Different Tastes
5. Wine of the Day
6. Special Offers

Situations:
1. Wine Finished
2. Wine out of Stock
3. Bin Ends
4. Better Vintage
5. Corked Wine
6. Wine not to Customers Satisfaction

Rejects

Procedures for Unacceptable wine:

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1. Replace
2. Offer Alternatives

Bibliography
Authors Book Edition
Year Publisher Name

Tom Powers Introduction to Management in the Seventh Edition

Clayton W. Barrows Hospitality Industry
2003 .

Ricky W. Griffin Management

2002 Houghton Mifflin Company Seventh Edition

Richard L. Daft Management

2000 Harcourt Collage Publishers Fifth Edition

H.L Cracknell, Practical Professional Catering Management

2000 Macmillan Press Fifth Edition

Richard Kotas Food and Beverage Management

1999 Hodder & Stoughton Publishers Sixth Edition

Kinton, Ceserani Theory Of Catering

1999 Hodder & Stoughton Ninth Edition

Dennis R Lillicrap Food and Beverage Service

1997 Hodder & Stoughton Publishers Third Edition

WINE SERVICE PROVISION 15