INTRODUCTION

The Hospitality industry is a part of a larger enterprise known as

travel and tourism industry. Hence, this module is designed to
enable the learners in accomplishing competencies in
communication particularly in their fields of specialization. The
use of the Universal Language which has a great purpose to
build students’ abilities to have a successful communication
skills. The contents and activities presented in this module
therefore, aims to fortify the learners’ communication progress
and uncover them with the practical use of the knowledge they
have procured.

1
 ACKNOWLEDGEMENT

The authors would like to thank those who contributed for the
completion of this book. A special thank we give to our Co-
Author, Ms. Aiden Macugay, Ms. Rodelyn Pedroso, Ms.
Marijoy Mabbagu and Ms. Cromwell Flores, whose contribution
in stimulating suggestions and encouragement, helped us to
coordinate this project especially in writing this book.
Second, we would like to convey our deep and sincere gratitude
towards Mr. Floyd Passilan for providing invaluable guidance,
support, comments, suggestions, and provisions that help in the
completion and success of this project. It was a great privilege
and honor to work and study under her guidance.
A big thanks to Almighty God for giving us strength,
knowledge, ability and opportunity to undertake this project.
Without His guidance and mercy, we would not be able to
accomplish this project and all of our daily endeavors.

2
 TABLE OF CONTENTS

Introduction……………………………………………. 1
Acknowledgement……………………………………… 2
Lesson 1
Subject Verb Agreement…………………………. 4
Lesson 2
Basic Sentence Patterns……………………………17
Lesson 3
Pronoun-Antecedent Agreement………………… 22
Lesson 4
Jargons……………………………………………..27
Lesson 5
Bartending Conversation…………………………..29
Terminologies
References

LESSON

1 3
 SUBJECT-VERB AGREEMENT

Agreement is the correct relationship between a subject, and its verb, between a pronoun and its
noun referent, or between a pronoun and its pronoun referent.

Subject-Verb Agreement
I. The General Rule
A singular subject requires a singular verb. Therefore,

SINGULAR SUBJECT + Verbs with -s or -es or is, was, has, does

e.g. The Grand canyon is located in Colorado.

My son sleeps early.
She was playing volleyball with her friends.

On the other hand, a plural subject requires a plural verb. Therefore,

PLURAL SUBJECT + Verbs without -s or -es or are, were, have, do

e.g. The houses are made of wood and cement.

Velia and Sixto leave the house at 6 a.m.
They were going to their friend’s birthday party.

II. Noun Subjects with Phrases

In general, a phrase after a subject does not affect the subject's agreement with its verb.

4
A. A lot of phrases may move attention away from the real subject. These phrases may modify
the nouns before them. First, look at the prepositional phrase. This phrase starts with a
preposition and ends with a noun. Here is an example.
The rings of a tree tell its age.

The complete subject here is The rings of a tree. If one looks carefully, the main or simple
subject is rings, not tree, because tree is included in a prepositional phrase. Also, rings, not tree.
is the doer of the action.
Therefore, the plural verb tell is used because it agrees with the plural noun rings.

B. Now consider this example.

One of the women is a dentist.

In the expression One of the women, the subject is one, not the plural noun women that comes
after it. Therefore, the singular verb is is used to agree with the subject.

C. Now try to look at the participial phrase. It is a phrase that starts with a verb (either a verb in
the present participle or past participle) and, as in the example below, describes the noun that
comes before it.

The boy hiding in the bushes is my son.

The complete subject in the example above has two nouns - boy and bushes. But since bushes is
in a participial phrase, the main or simple subject, therefore, is boy.

III. Intervening phrases

Intervening phrases are found after subjects and are enclosed with commas. They start with
words such as along with, as well as, in addition to, including, together with, and similar
structures. These do not affect the number of the subject and its agreement with the verb in the
sentence.

5
e.g. The stomach, together with the large and small intestines, is a part of the digestive
system.
Sarah and Lala, along with their boss, approve of the system changes.

IV. Noun Subjects with Clauses

Noun subjects can also be followed by a group of words which begins with the relative pronoun
who, whom, whose, which, or that followed by a verb. Called adjective clauses, they modify the
nouns they follow. They do not, however, affect the agreement of the main subject and the main
verb in the sentence. Now look at the following example.

The newspapers that were sold in the grocery have markings.

In this example, the adjective clause "that were sold in the grocery" describes newspapers, the
main subject of the sentence. Therefore, the plural verb have is used as the main verb.

Here is another example.

The writer who wrote the articles is my aunt.

In this example, the adjective clause "who wrote the articles" describes writer which is singular
and is the main subject of the sentence. Therefore, the singular verb is is used as the main verb.

V. Clauses

A clause is a group of words with a subject and a verb. A dependent clause used as a subject
takes a singular verb.
e.g. That she appears to be kind doesn't mean she really is.
What the officer said is confusing!
When they would be coming wasn't relayed to me.

6
 VI. Relative Pronouns
Relative pronouns agree with the verb in the clause they are in. But their number lies in the noun
they refer to.
e.g. One of the girls who is chosen as the muse is my friend.
One of the girls who are called survivors is a neophyte.
The dolls of the girl which have batteries are expensive.

In the first example above, the relative pronoun who refers to One which complements "muse" in
its dependent clause. In the second. who refers to girls which complements "survivors."
However, which, on the third, refers to dolls, not girls, as they are the ones that can have
batteries.

VII. Demonstratives
A. When this or that is the subject, the third person singular form of the verb is used.
e.g. That is the thing I have always wanted.
Why has this happened?

B. When these or those is the subject, the third person plural form of the verb is used.
e.g. These were always in your cabinet.
What are those for?

VIII. Nouns with the conjunction "and"

There are certain rules to follow when the subject consists of two or more nouns that are
connected by "and."

A. When joining two different nouns, one should use the plural form of the verb.
e.g. Crocodiles and alligators are usually found in hot countries.
Cecille and Grace often hurry to class.

7
B. Determiners can tell if the nouns are the same or different. Having only one determiner means
that the two nouns given are the same person or thing. Thus, the singular form of the verb is
used.
e.g. His student and cousin tries to make it to the honor roll.

The nouns student and cousin share the same determiner His. This means that the two nouns are
the same person and so the singular verb tries is used in the sentence.

C. However, determiners before each of the nouns tell that the nouns are different from each
other. Thus, the plural form of the verb is used.
e.g. His student and his cousin try to make it to the honor roll.

The nouns student and cousin each have the determiner His. This means that the two nouns are
different and so the plural verb try is used in the sentence.

D. When more than one noun is regarded as a unit, the singular form of the verb is used.
e.g. Hamburger, fries, and sundae sells at twenty-five pesos.
(Hamburger, fries, and sundae is considered as one product.)

Meat, fried rice, and egg is a good breakfast.

(Meat, fried rice, and egg is considered as one breakfast dish.)

E. However, the rule above does not apply when "and" is followed by "not." The verb should
agree with the first noun.
e.g. The chairs and not the table are returned to the shop.
Unity of the nation and not diversity is most important.

8
 IX. Collective Nouns
A. When a collective noun is regarded as a single unit, the singular form of the verb is used.
e.g. Their team wins every game.

(One member of the team cannot win the game alone so "team" here is regarded as a single unit.
The members achieve victory as a group.)

The choir performs well.

(A choir is made up of singers. However, it is not just one singer that performs well. It is the
whole choir that does.)

B. When a collective noun is regarded as individual units, the plural form of the verb is used.
e.g. Fort Street's crowd were arrested for selling illegal drugs and pornographic materials.
(Each person in the crowd is individually arrested. These persons do not need to be looked at as
a group for the arrest to happen. Therefore, numerous acts of arrest took place.)

The news brigade monitor articles that are sexual in nature.

(Every person in the brigade monitors the articles individually. Therefore, each person in the
brigade monitors on his own.)

C. Also, if the object in the predicate is plural, then it is sensible to use a plural verb.
e.g. The group have presented their plans to their advisers.

(The noun plans is the object in the predicate "have presented their plans." This means that each
member in the group has his own plan that he has presented to his own adviser. Therefore, the
plural verb have is used.)

9
 X. Indefinite Pronouns
A. When a subject is preceded by each or every, the singular form of the verb is used.
e.g. Every man, woman, and child is to be given food.
Each soldier and civilian gives support to us.

B. For the singular indefinite pronouns another, anybody, anyone, anything, either,
everybody, everyone, everything, little, much, neither, nobody, no one, nothing, one, the
other, somebody, someone, and something, a singular verb is used
e.g. No one is ever going with you.
Everything has been included in the test.

C. For the plural indefinite pronouns both, few, many, others, and several, a plural verb is used.
e.g. Several are joining the group for its cause.
Few were involved in the accident.

D. Another group of indefinite pronouns such as all, a lot, any, lots, more, most, none, plenty,
some, and such may be singular or plural depending on the noun that comes after them
e.g. A lot of attention is needed by a growing child.
Why were all the heirlooms given to the Yap family!
The word attention is the noun that comes after the indefinite pronoun A lot. Therefore, the main
verb agrees with attention. In the same way, heirlooms, in the second example, is the noun after
all. Therefore, the plural verb were is used

XI. Fractions or Percentages

A. When expressions of fractions or percentages are given, the verb agrees with the noun that
immediately comes after these expressions.
e.g. Half of the employees have resigned already.
70 percent of the cluster of grapes has rotten.

10
B. When these expressions are used alone, the verbs to be used will depend on the situation they
are in. Therefore, if the expression of a fraction or a percentage is singular, then a singular verb
is required. The same applies to plural expressions.
e.g. Half of the property goes to him.
Half goes to him.
Three-fourths of the bundles are taken home.
Three-fourths are taken home.

XII. Nouns with or, either - or, or neither - nor

When subjects are joined by or, either or, or neither nor, the verb agrees with the subject closer
to it.
e.g. Either they or I am leaving.
Neither pepper nor basil leaves are to be put in the dish.
Be sure that the word or words you write make sense.

XIII. Titles
In titles, if only one is given, the singular form of the verb is used, and if it is more than one, the
plural form is used.
e.g. Topics in Finite Mathematics was edited by N.F. Quimpo.
Maynila sa Kuko ng Liwanag is an award-winning film.
Printed on the list were Bridge Over Troubled Water, Perhaps Love, and Love is All That
Matters which are my favorite songs.

XIV. Abstract Nouns

Abstract nouns always take the singular form.
e.g. Patience is a virtue.
Love makes the world go round.

11
 XV. Distance, Measurement, Money, Rate, and Time
A. Distance, measurement, money, rate, and time are singular and are used with the singular
form of the verb.
e.g. Five thousand pesos is all we need to raise.
Two gallons of ice cream is enough for the celebration.

B. However, if the mentioned expressions are preceded by the article The, they become plural.
e.g. The five thousand pesos we raised were just sufficient.
The two gallons of ice cream have not been enough.

XVI. The number/ variety of, A number/ variety of

A. Expressions like "The number of" or "The variety of" are singular. Thus, the singular verb is
used.
e.g. The number of attendees is fewer now than last year's.
I have seen the variety of shirts which costs less
in China.

B. Expressions like "A number of" or "A variety of" are plural. Therefore, the plural form of the
verb is used.
e.g. A number of guests arrive from the city every week.
A variety of reptiles are found in the wild.

XVII. Predicate Nouns

When the subject and the predicate noun have different numbers, the verb agrees with the
subject, not with the predicate noun.
e.g. Hazel's collection is wine containers from Chile.
Although the collection refers to the "wine containers," the verb still agrees with the subject
collection and not the predicate noun containers. Therefore, the verb is is used.

12
Here is another example.
Three boxes of goods were the package.

The verb were agrees with the subject boxes and not with the predicate noun package.

XVIII. Subjects after the Verb (Inverted Sentences)

A. In an inverted sentence order, phrases may come at the beginning of the sentence to show
location. Verbs that come before the subject must still agree with the subject.
e.g. Around the benches plays a squirrel.
The doer of verb plays is squirrel. If the sentence is rearranged, it will become "A squirrel plays
around the benches."

B. The same goes with an interrogative sentence.

e.g. What kinds of food does he prefer?
The preference is done by the subject he so the verb does is used. If the sentence is rearranged, it
will become "He does prefer what kinds of food?", or simply, "He prefers what kinds of food?"

C. The rule also applies to sentences starting with here, there, and everywhere.
e.g. Here eat the managers when they have their break.
The action eat is done by the noun managers. If the sentence is rearranged, it will become "The
managers eat here when they have their break."

** In general, if it is difficult to know whether a singular or plural verb will be used, reorder the
sentence in the declarative wherein the subject comes before its verb. Or one may simply ask
who is capable of doing the verb in the sentence. (In the example given on the previous page,
only the squirrel is capable of playing, not the benches.)

13
 XIX. Adjectives used as Nouns
When adjectives are used as nouns, the plural form of the verb is used.
e.g. The fake do not last.
The humble are always lifted up.
The poor were given employment by the government.

XX. Nouns in Pairs

A. When nouns that come in pairs are used as subjects, they take the plural form of the verb.
e.g. Where are my glasses?
His slippers were lost.

B. However, when the expression "a pair of" comes before them, they become singular.
e.g. Where is my pair of glasses?
His pair of slippers was lost.

XXI. Nouns Plural in Form but Singular in Meaning

Some nouns, though plural in form like mathematics, news, economics, etc., are singular in
meaning.
e.g. Mathematics is made easier in MSA.
The news is about our town mayor.

XXII. Pronouns YOU and I

You and I are special pronouns that, although singular in form, take plural verbs.
e.g. I eat vegetables at least once a day.
You dance better than any other student I know.

14
The personal pronoun you uses the plural verbs (are, were, have, and do). On the other hand, the
pronoun I uses am, was, have, or do.
e.g. You are my English teacher. (You is.... is incorrect.)
I have given him a pink shirt. (I has... is incorrect.)

XXIII. Other Expressions

A. The expression "Many a/an + (adj) noun" agrees with a singular verb.
e.g. Many a skilled entrepreneur has several ambitious ventures.
In America, many an old person stays in a nursing home.

B. The expression "More than one" uses a singular verb.

e.g. More than one worker gets a salary increase.
More than one of the trivia questions was really tricky.

C. The expressions "A/The minority" and "AThe majority" are singular if used alone as subjects.
However, when an -of" phrase follows them, the verb agrees with the noun after the preposition
"of".
e.g. The majority does not understand the lecture.
The majority of students do not understand the lecture.

(In the second sentence, the verb do agrees with the noun students which comes after the
preposition "of.")

D. Do not confuse the main or simple subject with the adverbs of time such as "sometimes" and
"always." The verb must still agree with the subject of the sentence.
e.g. The Evergreen tree always, stays green even in winter
A medicine sometimes has side-effects.
Exercise: Subject Verb-Agreement
Underline the correct form of the verb to complete the sentence.

15
1. Neither of the balls _________(has, have) any air.
2. Either the lady or the man _________ (is, are) going to the market.
3. Neither the boys or the girls ________ (was, were) allowed in the class.
4. Neither the chairs nor the table________ (is, are) expensive.
5. Neither the cups nor the plates ________ (was, were) washed.
6. Neither of them __________ (swims, swim) very far.
7. Either the worker or the boss __________ (delivers, deliver) the grocery.
8. Everybody _________ (was, were) on time for classes.
9. Nobody in the class _______ (knows, know) the correct answer.
10. Neither her sisters or her brother ________ (goes, go) to the school.

LESSON

2 16
 Basic Sentence Patterns

There are four basic sentence structures used in writing and speaking. They are classified as:
I. Simple Sentence: Subject + Verb
(S + V)
The simple sentence is composed of a single independent clause. This means that it consists of
one or more subjects and one or more verbs.

EXAMPLES
One subject and one verb The Romans built roads and bridges in
Britain.

One subject and two verbs The actress laughed and cried at the same
time.

The actress laughed and cried at the same Dorothy and Toto were swept away by the
time. strong whirlwind.

Follow the (S+V) Rule. For a sentence to be classified as a simple sentence, it must have at least
one subject (S) and one verb (V). Moreover, it must have a complete thought. A simple sentence
is also an independent clause (I).

II. Compound Sentence:

Independent Clause + Independent Clause

(I + I)
The compound sentence has two or more independent joined a coordinating conjunction.
Therefore, two or more simple sentences put together can make up a compound sentence.
EXAMPLES
Two independent clauses I dictated, and she typed.

(The coordinating conjunction and joins the

two independent clauses.)

17
 Three independent clauses The food was expensive, but it was spoiled,
so I threw it.

(The coordinating conjunctions but and so

join the three independent clauses.)

Follow the (I+1) Rule. For a sentence to be classified as a compound sentence, it must have at
least two independent clauses combined by a coordinating conjunction.

III. Complex Sentence:

Independent Clause + Dependent Clause

(I + D)
The complex sentence contains one independent clause (I) and one or more dependent clauses
(D).
An independent clause, as mentioned in Chapter 3, is also known as a simple sentence. In this
case, this clause follows the (S+ V) Rule as well. Furthermore, take note that a dependent clause
always has a subordinating conjunction.

Look at the two examples below. The subordinating conjunction of the dependent clause in the
first is because. In the second are which and when.

Example 1:
Independent Clause: She went abroad

+
Dependent Clause: because she wanted to earn money

+
Phrase (optional): for her family
=

Complex: She went abroad because she wanted to earn money for her
family.

18
Example 2:

Independent Clause
(+ Dependent Clause): The museum (which was built ten years ago) was already renovated

Dependent Clause: when I saw it

=
Complex: The museum which was built ten years ago was already renovated when I saw
it.

Follow the (I+ D) Rule. For a sentence to be classified as a complex sentence, it must have at
least one independent clause (also known as a simple sentence) and one dependent clause.

IV. Compound Complex Sentence:

Independent Clause + Independent Clause + Dependent Clause

(I + I + D)

The compound complex sentence contains two or more independent clauses and one or more
dependent clauses.
Example 1:

Independent Clause: We can talk about anything

+
(coordinating conjunction) and

+
Independent Clause: we will eat anywhere

19
 +
Dependent Clause: just as long as we are together

=
Compound Complex: We can talk about anything, and we will eat anywhere just as long as
we are together.

The coordinating conjunction and joins the two independent clauses in the sentence. The
subordinating conjunction as long as is used in the dependent clause.
Follow the (1+1+D) Rule. For a sentence to be classified as a compound complex sentence, it
must have at least two independent clauses and one dependent clause.

In Example 2 below, the coordinating conjunction but joins the two independent clauses in the
sentence. On the other hand, the subordinating conjunction Whenever is used in the dependent
clause.
Example 2:

Dependent Clause: Whenever afternoon comes

+
Independent Clause: most students chat in the Internet and write e-mail

+
(coordinating conjunction) but

+
Independent Clause: others prefer to eat their snack
=
Compound Complex: Whenever afternoon comes, most students chat in the Internet and
write e-mail, but others prefer to eat their snack.

20
Now look at the two examples on the next page. In Example 3, the coordinating conjunction yet
joins the two independent clauses in the sentence. On the other hand, the subordinating
conjunction which is used in the dependent clause. In Example 4, there are two independent
clauses, each having its own dependent clause. In the first, the dependent clause uses the
subordinating conjunction while whereas the second uses because. The coordinating conjunction
but connects the two independent clauses.

Example 3:

Independent Clause (+ Dependent Clause): Independent Clause The museum (which was
built ten years ago) was very popular
+
(coordinating conjunction) yet

+
I saw it torn down.

=
Compound Complex: The museum, which was built ten years ago, was very popular, yet I
saw it torn down.

Example 4:

Independent Clause (+ Dependent Clause): I sang (while he danced)

+
(coordinating conjunction) but

+
Independent Clause (+Dependent Clause): they won (because they also played the piano)

=
Compound Complex: I sang while he danced, but they won because they also played the
piano.

Now take note of the similarities of all given examples of compound complex sentences. They
all have at least two independent clauses and one dependent clause. All of them follow the (I + I
+ D) Rule.

LESSON

3 21
 Pronoun- Antecedent Agreement

A pronoun should agree with its antecedent or noun referent. The antecedent is the noun that a
pronoun refers to. Look at the example below.
Angela had her debut last night.

The pronoun her refers to Angela. The pronoun and the antecedent in this sentence agree both in
number and in gender. The antecedent can also be a pronoun, as in the example below.
She had her debut last night.

The pronoun her refers to She. In this case, both pronouns agree in number and in gender.

A. Agreement in NUMBER
A singular pronoun should agree with a singular antecedent. The same goes for a plural pronoun.
Look at the example below.
The girl just had their monthly period.

The plural pronoun their does not agree with the antecedent or referent girl which is singular.
Therefore, change their to her as in the sentence below.
The girl just had her monthly period.

B. Agreement in GENDER
Another area of agreement is in gender (male/female/neuter). A male pronoun must agree with a
male antecedent. The same goes for a female or a neuter pronoun.
Here is an example..
John always keeps his opinion to herself.

22
The pronoun herself does not agree with the noun referent John Therefore, change herself to
himself as in the sentence below
John always keeps his opinion to himself.

Now, take note of the following sentence.

Anybody can use his calculator.
Anybody is a singular indefinite pronoun . Therefore, the pronoun his agrees with Anybody in
number. The pronoun his is also used because male is the universal gender and should, therefore,
be used when the gender of the pronoun is indefinite.
**However, the international media now recognizes the expression "Anybody can... their

C. Antecedents that are Possessive Nouns

Antecedents can also be nouns that are possessive in form.

Take note of the following sentences.

The boy's toys are nowhere to be found. We think he gave them to charity.
The boys' toys are nowhere to be found. We think they gave them to charity.

The antecedent possessive noun boy's is singular. Therefore, the singular pronoun he is used.
However, in the second sentence wherein the antecedent is the plural possessive noun boys', the
pronoun used is they.

Activity 1:

23
 Direction: ENCIRCLE the pronoun and UNDERLINE the antecedent for each sentence.

1. The concert was fantastic, but it ended too early.

2. Trevor enjoys the school dances and goes to them often.
3. Maria and Laura enjoy jazz, and they attend the school’s banc concerts.
4. Mark plays the guitar and Julia sings, so they formed a band.
5. Zach’s father was out of town, so he could not make it to the concert.
6. Michelle loves to deign costumes, and the ideas for the play were hers.
7. Coach Floyd encouraged Ashlynn to practice more and more her game.
8. Every book is new until you have read it.
9. Marco wasn’t excited about the movie, but he agreed to go.
10. Tanya finished her history project early.

LESSON
JARGONS
4
24
Jargon is the language of specialized terms used by a group of profession. It’s common
shorthand among experts and used sensibly can be a quick and efficient way of communicating.
Most jargon consists of unfamiliar terms, abstract words, non-existent words and acronyms and
abbreviations, with an occasional euphemism thrown in for good measure. Every profession,
trade and organization has its own specialized terms.
Here are some common jargons or terms that are often associated with the Bachelor of Science in
Hotel Management (BSHM) program:

 Revenue Management: The strategic and tactical process of optimizing revenue and profitability
by managing pricing, inventory, and demand.

 F&B (Food and Beverage) Operations: Refers to the management and operations of food and
beverage establishments within hotels, including restaurants, bars, banquets, and room service.

 Front Office Operations: The department responsible for guest check-in and check-out,
reservations, concierge services, and overall guest satisfaction.

 Housekeeping Operations: The department responsible for maintaining cleanliness, order, and
aesthetic appeal of guest rooms, public areas, and back-of-the-house areas.

 Yield Management: A pricing strategy that maximizes revenue by varying prices based on
demand and capacity constraints.

 RevPAR (Revenue per Available Room): A key performance metric in the hotel industry that
measures a hotel's revenue generation per available room.

 OTA (Online Travel Agency): A third-party website or platform that allows customers to book
hotel accommodations, flights, and other travel services online.

25
  CRS (Central Reservation System): A computerized system used by hotels to manage and control
their room inventory, rates, and reservations.

 POS (Point of Sale) System: A software application used for processing transactions and
managing sales in food and beverage outlets.

 PMS (Property Management System): A software platform used to manage various aspects of
hotel operations, including reservations, guest profiles, billing, and reporting.

 Sustainability in Hospitality: The practice of operating hotels and resorts in an environmentally

and socially responsible manner, taking into account factors such as energy efficiency, waste
management, and community engagement.

 Back-of-the-House: Refers to areas in a hotel or restaurant that are not visible to guests,
including kitchens, storage areas, and staff offices.

 OTA Commission: A percentage of the room revenue that is paid by hotels to online travel
agencies for bookings made through their platforms.

 Guest Satisfaction Index: A measure of guest satisfaction based on surveys, feedback, and
ratings provided by guests during or after their stay.

 Banquet and Event Management: The planning, coordination, and execution of special events,
conferences, and banquets within a hotel or resort.

Remember, these terms can vary depending on the specific context and the curriculum of your BSHM
program.

26
 LESSON
BARTENDING 101: CONVERSATION DO’S AND DON’TS FOR
5 BARTENDERS
By Jackie Prange

Bartender chatting with a patron

Bartending 101 means knowing the basics of small talk just as much as it means knowing
how to mix a great drink. So if you’re a bartender who knows how to make a mean cocktail but
can’t seem to come out of your shell for the other part of your job, you’ve come to the right
place.

HERE ARE SOME BARTENDER DO’S AND DON’TS FOR A GREAT

CONVERSATION BETWEEN YOU AND YOUR CUSTOMERS.
Do master the art of small talk – with icebreakers.
Some people are just naturally great at creating conversation – and others need to have
some icebreakers in their back pocket. Here are some great icebreakers to spark up a
conversation with your customers:
What are your exciting plans for the night?
Are you from the neighborhood?
Is this your first time here? or I see you around a lot, you must like the place!
Introduce yourself, ask them their name.
Where are you coming from?
Give them a compliment, which doesn’t have to be about their appearance – “You look
like you’re having fun!”
Don’t engage in discussions about politics or religion.
Keep it light! You never know who’s sitting on the other side of your bar, so avoid
sensitive subjects altogether for a frictionless customer experience. We’re living in a polarizing
time, and odds are your customers are out for a night of escape, not to defend their beliefs or
have to deal with yours. Sometimes controversial topics can arise naturally. If they do, it might
be best to pivot the conversation to another topic, or just disengage for a while.
Do Develop a relationship with regulars.

27
 Having return customers is crucial for sustained success in the bar industry. When a
regular walks in, don’t be afraid to give them a warm welcome and treat them with a heightened
amount of admiration. Remembering worthwhile information that you learned about them during
previous visits is a great way to strengthen a bond. Remember the order they made last time and
ask them if they’d like the usual – it’s a great way to earn brownie points.
Do keep up with current events.
Bartender shaking a cocktail
While you want to avoid politics, that doesn’t mean you won’t want to talk about current
events. People love to learn new information, and you could be the one to transmit a great little
nugget of knowledge that your customer can use to impress their friends. Whether you talk about
the game from the night before or an upcoming holiday, timely topics make for effortless and
interesting conversation. Subjective debates on topics like the hot movie in theaters or local
musical artists are always good icebreakers for worthwhile conversations.
Don’t be aggressive in your attempts to converse.
There are extroverts, and then there are introverts. While some guests are happy to chat
with their bartender while they’re sitting at the bar, others want some silence with their alcohol.
You’ll need to “read the room” when you’re striking up conversation with your customers, so
you can sense whether or not they’re responding to your attempts at chit chat. If they’re not,
serve them a drink with a smile and move on. Remember most groups go to bars to have fun with
their friends, not to make friends with the staff. Becoming friends is a bonus – but it’s not
necessary.
Do know the lingo.
If you’re going to walk the walk, you better talk the talk. There’s a full dictionary worth
of terms and slang that go along with being an expert mixologist. In case you ever come across a
liquor connoisseur, make sure you’re up to date on the lingo.
Here’s some basic terms that are need to know:
Dirty – when a drink is served with juice from bar olives mixed in.
Dry – when a drink is served mixed with vermouth. (Usually associated with gin or vodka
martinis)
Mixer – non-alcoholic substances added to drinks.
Neat – served not chilled prior or over ice. Straight from the bottle to the glass.
On the rocks – served with ice.
Virgin – served with all mixer, no alcohol included.
Don’t forget to greet guests when you’re busy.

28
 It can be very frustrating when you arrive at a busy bar and feel like the bartender has no
idea you’re waiting to be served. No matter how busy it is, it’s important to always acknowledge
when a new customer has arrived.
Even if it will take some time to serve the new arrivals, take a moment to greet them and
tell them you’ll be with them ASAP. Taking a second to say welcome, or even a quick smile,
prevents the guest from feeling neglected and prepares them to be patient.
BARTENDER CHATTING WITH PATRONS
Do be kind and compassionate.
As the saying goes, “Be kind, for everyone you meet is fighting a battle you know
nothing about.” The same holds true for your guests. For some, you may take on the role of the
therapist; for others, your company alone is enough. When a customer feels like they have a
friend in a bartender, they’re more likely to become a repeat customer and leave hefty tips. You
can even help keep guests safe by learning safety lingo like the angel shot.
Don’t be impatient.
There’s nothing worse than asking a customer, “What can I get you?” before they’ve had
the chance to settle in or read a menu. Don’t fret – they will place an order. To start just ask them
how they’re doing, then occupy yourself with a light task to keep you from hovering while they
make a decision.
Do suggest snacks and food.
Eating and drinking, a match made in heaven. Offering snacks and food at the bar is a
great way to prevent guests from leaving to go get a meal somewhere else. The longer a
customer stays at the bar, the more they spend.
Knowing your food menu and being able to suggest food/drink pairings is a great way to
sell more of both.
Do know the difference between attentive and smothering.
You can safely assume your guests want to sit back, relax, and enjoy a great drink. What
they don’t want is to try to get your attention or receive too much attention from a chatty waiter.
Know the difference between these two extremes and deliver accordingly.
Your guests are paying for booze, but they’re tipping for service. Ensure yours is top
notch by keeping these bartending basics top of mind during your shift. Mastering the art of
small talk will benefit you behind the bar and beyond – and we’ll cheers to that!
Do make recommendations.
Never be afraid to use you expertise to make a recommendation. If a customer is
indecisive between a couple of options on the menu, you can tell them which you prefer.

29
 If you can take one decision out of a busy person’s day, they may thank you for it. Just
make sure the recommendation is a two-way dialogue to get a picture of what they like, so you
can effectively make a suggestion. Who knows, you might even introduce someone to their new
favorite cocktail.
Also make sure to handle any complaints or disagreements graciously. Let’s say you
serve a customer the best Cosmopolitan they’ve ever had, and they ask for a recommendation.
You offer them an Aperol Spritz and it doesn’t go over well. Don’t hesitate to try and mend the
relationship – try to replace the drink with something closer to what they like.
Don’t be afraid to cut someone off.
One of your most important responsibilities as a bartender is to ensure that the
environment is safe and enjoyable for everyone. If a customer is overserved it can ruin the
experience for other guests and could potentially lead to a customer putting themselves or others
in danger.
Common indicators of someone who has over-indulged include:
o Slurred speech
o General loss of balance
o Bloodshot or glazed over eyes
o Placing large orders (more than they need) in succession
o Inappropriate behavior
o Falling asleep
While it can be an awkward interaction to cut someone off, there are ways to approach it
professionally, which help you protect yourself and your place of work.

HERE ARE SOME OF THE BEST NON-CONFRONTATIONAL TECHNIQUES FOR

CUTTING OFF A CUSTOMER:
1. Settle the tab first.
2. Be firm with refusing to pour another beverage. Speak in a calm, cool, and collected way,
and be clear that you’re definitely not going to give them more alcohol.
3. Don’t bargain with the patron. “Just one more and then I’ll leave”, isn’t going to be
effective. When you cut them off, that has to be it. Stick to your word.
4. Be respectful and don’t embarrass them. Keep it on the downlow as much as possible,
and ensure them that they are welcome to come back another day, but tonight they’ve had
enough.

30
 5. Make sure they are not driving. If they are with a group, check that someone is the
designated driver, or they are all taking a cab together.
6. Stay safe. Safety is priority – the safety of your other guests, the staff, and the individual.
7. Ask them to leave the premises. Once they are cut off, there should be no sticking around
or hanging out with friends that are ordering more alcohol and possibly sharing it with
them.
8. Help them safely on their way. This may mean calling a taxi or ordering an Uber and
ensuring they are in the car and headed home, or making sure that friends or family with
the patron are in control and taking care of them.
Do develop a knowledge of international trends.
Tending a bar can be a very different experience from country to country. If you deal
with a customer from another country (or choose to work abroad), it can be helpful to know
some of these trends so you can respond accordingly.
Certain countries have different cocktails, or entirely different names for common local
cocktails. For example, a Bloody Caesar is a very common cocktail in Canada but seldom found
elsewhere in the world. Similar to the Blood Mary, a Caesar contains both tomato and clam
juice, a mixture not commonly available in U.S. restaurants. If you have a guest who orders a
Caesar and you don’t stock the right ingredients, offer them olives as a garnish to substitute for
the salty flavor from the clam juice.
Did you know that in Scotland they spell whisky without the “e”? Not just that, but
Scottish whisky is distilled in differently, with malted barley, while American bourbon is
distilled from corn, and Canadian rye whiskey is distilled from multiple grains including rye.
In North America, Japanese rice wine is commonly referred to as Sake. But in Japan it is
known as Nihonshu, while the term Sake actually refers to any alcoholic beverage.
Around the world, a common term for fruit-flavored spirits is “schnapps.” But in
Germany and Austria, schnapps (direct translation: swallow) can be used to refer to any form of
hard liquor.
People from the U.K. often pronounce certain wines with differently than other English-
speaking countries. For example some Brits pronounce merlot with a hard “t,” and shiraz with a
hard “s.” So if someone from the U.K. uses these pronunciations, try not to laugh; they’re just
using the pronunciation more commonly used in their neck of the woods.
Be aware of stereotypes and prejudices about international drinking cultures. For
example, pop culture has introduced a stereotype that Australians commonly drink Fosters, an
Australian beer brand famous for its oversized cans. But in actuality Foster’s isn’t commonly
found in Australia and is actually brewed in the U.K. So don’t feed into any stereotypes by
offering foreign customers seemingly typical drinks.

31
 Another difference in bartending culture around the globe, is the amount of attention
given to the customer. In the U.K., barkeeps do not typically give as much attention to a
customer as you might find from a North American bartender. Therefore it might be a little off
putting for a guest from the U.K. to be hovered over when having their drink.
Expanding your knowledge to include global reach can help foreign customers feel at
home and will earn you extra admiration for knowing about their local customs. Don’t hesitate to
do some research on how your job is done in other countries.

TERMINOLOGIES IN RESTAURANT MANAGEMENT

Anyone that’s ever worked in a restaurant knows that it comes with its own terminology.
Keeping up with the lingo will make communication smoother amongst staff, as well as make
your restaurant more efficient. In turn, this will create a better guest experience. How many of
these restaurant terms do you know? We have a full glossary of restaurant terms and slang to test
your knowledge. If you’re new to the hospitality industry, fear not – this comprehensive list will
get you up to speed.
Split Shift – When a staff member works two or more separate shifts during a day.
Spinning – Overwhelmed; busy; spinning in place; see also: in the weeds
Spirit – Distilled alcohol
Starter – The same as an appetizer.
Straight up – When a diner orders something exactly the way it is on the menu.
Styling – When a server is operating at maximum capacity and satisfying all of their demands.
Sub – To substitute one menu item for another.
Swim – Shorthand for “fish” in your walk-in cooler.
Swinging – Refers to food being plated.
Table turn – This term is crucial for wait staff – it refers to every time a table is sat, then
cleaned for a new party.
To-go – Orders that are meant for off-premise delivery, whether that’s curbside service, takeout,
or delivery.

32
Top – The number in a dining party, as in “8 top at table 20.” See also: the number of seats at a
table/how many guests a table could seat.
Underwater/Drowning – Overwhelmed with customers; see also: “in the weeds.”
Upsell – A technique used to get customers to purchase more expensive items.
Use first – The inventory that needs to be used next so it won’t go bad.
Walk – Shorthand for “pork/cow/sheep” in your walk-in cooler.
Walk-in – Refers to the walk-in refrigerator.
Walkout- A diner that left without paying.
Waxing a table – Refers to VIP treatment of a table.
Well drinks – Drinks made from the inexpensive liquor the restaurant has on hand. For example,
if you ask for a Redbull and Vodka, you might get Smirnoff instead of Ciroc.
Wheelman – The kitchen expeditor.
Working – Food that is being prepared.

LIST OF MOST POPULAR BARTENDING TERMINOLOGY

Back – a ‘back’ is a small glass of something (like water or cola) which accompanies a drink.
Eg. “Scotch on the rocks with a water back.”
Bar Spoon – a long mixing spoon which often has a lemon zester or something similar on the
other end
Bitters – a herbal alcoholic blend which is meant to be added to other cocktails to enhance
flavour (e.g a Manhattan is rye, sweet vermouth and a couple dashes of bitters). Angostura
Bitters is one of the most popular brands and was first invented by a German physician for
stomach maladies in 1824.
Blend – To mix up ingredients and ice in an electric blender. Depending on where you live,
these could be called frozen drinks or blended drinks.
Build – A bar term meaning to make a drink – starting with ice and then ‘building’ the drink by
adding the other ingredients (i.e. alcohol, juice, garnish etc).
Burnt – refers to martinis with Scotch. Some recipes call for 1:2 scotch to gin. While others are
just a drop of a peaty single malt swirled around the glass and then dumped out. Then the gin is
added. A burnt martini is technically not a martini as it doesn’t contain any vermouth.Call Drink

33
– Refers to when the customer orders a drink by giving both the specific name of the liquor and
the name of the mixer.
E.g. Tanqueray Ten and Tonic, Bacardi and Coke.
Chaser – In bar terms, anything that is consumed quickly after a shooter or straight (neat) shot of
alcohol. Meant to ease the strength of the original shooter and / or to mask its taste.
Chill – To chill a glass add ice and then water to any glass and let sit for a minute or two (while
mixing the drink in a shaker). Pour out the contents of the glass and strain the drink into the
chilled glass. This bar terminology is often used for martinis.
Cocktail – A mix of alcohol and / or liqueurs combined with a mixer (like soda or juice) and
often shaken.
Cooler – An alcoholic-based bottled beverage offered in a variety of different alcohols – vodka,
rum, wine – which comes in a variety of flavours. (E.g. Smirnoff Ice, Wildberry cooler, Mike’s
Hard Lemonade).
Dash – A few drops or a very small amount of an ingredient.
Dirty – Adding olive juice to a martini which makes it a Dirty Martini. The more olive juice, the
dirtier the martini.
Dry – Very little vermouth added to a martini. The more dry the customer wants their martini,
the less vermouth added.
Flame – Setting a drink on fire. Sambucca is often lit on fire to heat it up before putting the
flame out and drinking it. Another common method is to use 151-proof rum which is very 8 on
top of another alcoholSangria – A wine-based cocktail that contains wine, triple sec, orange juice
and fruit. Many variations exist and some recipes may call for the addition of a different juice or
may not contain triple sec but the basis of this drink is wine and juice.
Shaker Tin – A shaker tin is usually metal while the mixing glass is made from, well, glass.
Used to mix cocktails, first ice and ingredients are added to the shaker tin, then the mixing glass
placed on top (creating a seal) and shaken.
Shake – Fill a glass with ice, build the ingredients, then pour everything into a shaker tin and
shake. Pour everything back into the original glass. Or, if you are an experienced bartender then
you will be able to fill the shaker with ice and ingredients in perfect proportions.
Shake and Strain – Put ice and ingredients into a shaker tin, shake and strain into a glass. Often
used for shooters and martinis.
Shooter – a shooter or shot is a 1-2 ounce serving of either straight liquor (like Tequila) or a
mixture of alcohol (like a B-52 Shooter – Irish Cream, Kahlua and Grand Marnier) that is meant
to be drank (or shot) in one gulp.
Sour – the term ‘sour’ refers to the sourness of sour bar mix, bar lime mix, lime bar mix or
margarita mix (all different names for what are essentially the same thing), which are used in
34
many cocktails (such as a Margarita). If someone orders a Vodka Sour, they want vodka and bar
lime mix.
Speed Rail – This bar terminology typically means the long stainless steel shelf connected to the
front of the sinks and ice well at bartender stations behind the bar. It holds the most commonly
ordered liquor eg. rum, vodka, gin and whiskey, and possibly other popular liqueurs or mixes.
Straight up – Refers to a drink, like a martini, which is shaken in a shaker and strained into a
glass. In some areas, straight up is used interchangeably with ‘neat’.
Strain – To drain the liquid out of a shaker tin.
Toddy -A sweetened drink of liquor and hot water, often with spices and served in a tall glass.
Twist – The rind of a lemon which is peeled using a special peeler called a zester or lemon
zestor. The resulting lemon twist is thin and long.
Virgin – refers to a non-alcoholic drink. Used to order common cocktails minus the alcohol. Eg.
Virgin Bloody Mary, Virgin Pina Colada.
Well Drink – Last but not least for bar terms,

35
REFERENCES:
MSA Academic Advancement Institute

36