Tap Room Management

Transcript

1. FOH MANAGEMENT & SERVICE OF CRAFT BEER
2. WELCOME! FOH MANAGEMENT •I’m Dave Adams •I’ve been in the bar/restaurant industry for 15 years and in the craft beer industry for 10. I focus on customer service and draft system knowledge. •I am a Certified Cicerone •Feel free to contact me by email, if you have any questions: dave@greenflashbrew.com
3. AGENDA FOH MANAGEMENT This presentation is designed to give you the tools necessary in order to plan, staff and manage a craft beer centric restaurant, bar or brewery tasting room. It is an inside look into the necessary considerations that an establishment must face in order to preserve the quality of its products and deliver the best possible guest experience.
4. SET UP CONCERNS & REGULATIONS SET UP CONCERNS & REGULATIONS •Design & Layout •Regulations •Staffing Selection
5. DESIGN & LAYOUT DESIGN AND LAYOUT Every facet of bar and restaurant design and layout should be the product of the goals of the business.
6. DESIGN & LAYOUT DESIGN AND LAYOUT Functionality • Draft System/Cold Storage Considerations • Service Stations • Bar/Dinning Room Layout • Flow Atmosphere • Aesthetic • Lighting • Music
7. DESIGN & LAYOUT-FUNCTIONALITY DESIGN AND LAYOUT Draft Systems/Cold Storage • Long draw vs. direct draw • Accessibility of cold storage • Cost and maintenance considerations
8. DESIGN & LAYOUT-FUNCTIONALITY DESIGN AND LAYOUT Service Stations • Located as close as possible to service areas • Organized, durable, designed with work flow and sanitation in mind • Materials and tools should receive minimum handling, and equipment should receive minimum worker attention • Space efficient, with enough stations/equipment to accommodate service staff
9. DESIGN & LAYOUT-FUNCTIONALITY Bar/Dinning Room Layout • Maximum return on investment, with guest experience and business concept in mind • Smooth, efficient service flow, with minimum of expenditure of worker time and energy • Minimal crisscrossing with customer and service paths DESIGN AND LAYOUT
10. DESIGN & LAYOUT-ATMOSPHERE DESIGN AND LAYOUT 10
11. DESIGN & LAYOUT-ATMOSPHERE DESIGN AND LAYOUT
12. REGULATIONS •ABC License •Maximum Occupancy •ADA Compliance- Service Areas •Health Department- Beverage Service REGULATIONS
13. ABC REGULATIONS Directly Impacts •Your business model •Design concept •Staffing plan •Revenue potential, etc… •It’s important to know the privileges and limitations of your license type. REGULATIONS
14. MAXIMUM OCCUPANCY • Regulated by the local fire marshal • Depends on many factors: intended purpose of space, size and layout, number of exits, architectural feature (columns, stairs, etc…), type and arrangement of seating, counters and bars, height of ceilings… • 7-12 sq ft per person for standing room • 12-15 sq ft per person for seated dinning area REGULATIONS
15. ADA COMPLIANCE-SERVICE AREAS • Aisle width: 36” between paralleled edges of tables or between a wall and table • Bar or counter top: A 60” portion of the bar must be less than 34” high w/ 19” clear depth (table service in same area) • Tables: 28 to 34” high with knee space of 27” high X 30” wide & 19” deep • At least 1 wheelchair accessible table for every 20 seats • All dining areas (raised or sunken dining areas, and outdoor seating areas) shall be accessible in new construction REGULATIONS
16. STAFFING SELECTION •Staffing Plan •Interview Process •Selecting Staff •Intro Training Program STAFFING SELECTION
17. STAFFING PLAN • Formulated with business plan to determine service concept and labor costs • Based on the size of the business and the level of service provided • Higher level of service=larger staff with potentially higher paying positions • Lover level of service=decreased payroll and less potential of higher paid positions STAFFING PLAN
18. INTERVIEW PROCESS & STAFFING SELECTION • Create a comfortable interview setting • Check references • Trust your instincts • Qualified people • Eager to learn and grow with the business • Perform well • Team players • Complement the company culture STAFFING PLAN
19. INTRO TRAINING PROGRAM • Knowledge breeds a sense of purpose • Establishing a training program from the beginning, helps solidify your business concept and gives employees opportunity for growth • Start with the basics: beer styles, ingredients, brewing process, service and storage, recommendations and pairings… • Your training program should be ongoing, beer knowledge is infinite STAFFING PLAN
20. BEER PROGRAM MANAGEMENT BEER PROGRAM MANAGEMENT • Beer Program • Events • Staff Training • Beer Assessment
21. BEER PROGRAM BEER PROGRAM MANAGEMENT • Draft Program • Bottle Program • Cask Program • Growlers (Legal Considerations, Filling Techniques & Shelf Life) • Glassware • Cellar Program • Inventory Control • QC of Received Product & Proper Storage
22. BUYING CRAFT BEER BEER PROGRAM MANAGEMENT “The craft beer industry, where rarity has no price and stupidity has no boundaries.” –Justin Evelyn
23. CASK PROGRAM BEER PROGRAM MANAGEMENT • Plan ahead • Practice good cellarmanship • Promote sales • Consider shelf life
24. GROWLERS BEER PROGRAM MANAGEMENT • Legal Considerations • Filling Techniques/Tools • Shelf Life
25. GLASSWARE SELECTION BEER PROGRAM MANAGEMENT • Style appropriate glass for major beer styles • Appropriate pour size for style & ABV • Versatile glassware for less common styles • Consider offering ½ pints • Tasting/event glassesa • Always use “beer clean” glass
26. CELLAR PROGRAM BEER PROGRAM MANAGEMENT • Cellar in appropriate conditions or not at all • Consider economics • Establish cellaring goals • Have a plan for everything that you put away • Keep a meticulous inventory • Don’t get too attached
27. INVENTORY CONTROL BEER PROGRAM MANAGEMENT • Draft Beer • Maintain your draft system • Account for waste- taping, foamy pours, cleaning, miss-pours, cooking beer, etc… • Frequent inventory checks (helps with orders)- Keg Check scale • Bottled Beer • Use POS system count downs (if possible) • Account for breakage • Frequent inventory checks (helps with orders)
28. RECEIVING PRODUCT & PROPER STORAGE BEER PROGRAM MANAGEMENT • Inspect all product as it’s received • Visual indicators of damaged product • Sensory indicators- warm kegs/bottles • Check date codes • Store all new product in cold box or cellar immediately • All of your beer should be stored at refrigerator temp (34-38°F) or proper cellar temp (45-65°F) • Your dry storage area is not a beer cellar.
29. EVENTS BEER PROGRAM MANAGEMENT • Event concepts & Licensing considerations • Planning logistics • Event execution
30. EVENT CONCEPTS BEER PROGRAM MANAGEMENT • Create unique concepts • Tap takeovers and keep the glass nights are covered, add your own touch • Inspire your guests • Opportunity to serve cost prohibitive beer (draft & bottles) • Integrate food pairings • Support breweries that you love • Offer limited releases • Present core brands in a new setting (pairing, etc…) • Know the limitations of your ABC license
31. PLANNING LOGISTICS AND EVENT EXECUTION BEER PROGRAM MANAGEMENT • Plan Ahead • Solidify event concept and commitments for beer with plenty of time to promote • Don’t publish a beer list without solid commitments • Follow up with everyone (a lot), until the beer is onsite • Impact on Service • Consider the impact of pour size options on service (large flights = more bartenders, bussers, dishwashers) • Ticket systems to reduce payment transactions • Inventory glassware • Streamline POS programing • Draft System • Consider temporary draft systems (jockey box) to expand list • Allow plenty of time for line cleaning and to ensure that the beer is pouring correctly
32. STAFF TRAINING (SERVING) BEER PROGRAM MANAGEMENT • Serving Alcohol • Service Structure • Serving Draft & Bottled Beer
33. SERVING ALCOHOL BEER PROGRAM MANAGEMENT • The most important aspect of employee training • Utilize the LEAD program (it’s free!) • Reinforce ID checks • Support your service staff in not over serving guests • Make sure that your staff knows the parameters of your license
34. SERVICE STRUCTURE BEER PROGRAM MANAGEMENT Great beer service fits into a service structure that suits the business model
35. STAFF TRAINING; LABOR, BEER AND FOOD COSTING STAFF TRAINING; LABOR, BEER AND FOOD COSTING • Beer 101 staff training • High level labor costing and strategy • Product inventory and costing • Understanding COGS
36. BASELINE BEER AND FOOD TRAINING STAFF TRAINING • Intro beer training should cover the following: • Beer History • Ingredients • Use photos and bring actual ingredients • Brewing Process • Sensory Vocabulary/Sensory Evaluation (ON Flavors!) • Beer and food theory
37. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
38. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
39. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
40. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
41. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
42. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
43. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
44. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
45. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
46. BASELINE BEER AND FOOD TRAINING STAFF TRAINING
47. BEER RECOMMENDATIONS STAFF TRAINING • Recommending the correct beer is essential to your business • Doing it well instills confidence in your staff and return customers • Create beer recommendations based off of qualitative and quantitative values rather than preference • Listen to the guest and ask them questions in order to offer the best recommendation
48. BEER RECOMMENDATIONS STAFF TRAINING • Craft beer is at it’s best with knowledgeable, unpretentious service • Beer recommendations are an opportunity to share the enthusiasm of a new experience • Create an effective way to communicate the guests preferences • Tasters help to create a dialog • Consider common styles/characteristics • Push boundaries whenever possible
49. MISSION STATEMENT STAFF TRAINING • Have servers and bartenders know and understand the type and level of service you’re trying to convey • Breakdown any bad habits • It may seem great to choose industry veterans for your bar but they come with some baggage • Stay on top of daily tasks so they don’t start slipping
50. COGS STAFF TRAINING • Cost of Goods Sold is where many business have a difficult time • You need to know how much everything you sell costs and price those items accordingly • Calculate how much margin you need to make on your products to turn a profit • To create your pricing with a 25% cost (75% margin) you would multiply your COGS by 4 • Convert all units to the same measurement • Divide kegs into oz then multiply up for the serving size • $165 (Keg Price)/1984 (OZ in keg)=cost per ounce
51. LABOR COST STAFF TRAINING • Labor cost is another area that hurts many businesses when they first open • Labor cost needs to be held in check in order to turn a profit at your bar • You want your labor cost to be as low as possible while effectively providing the level of service you desire • To calculate your labor cost divide your net sales for a particular day by your total hourly labor dollars • 10 employees at $11/hr all working 8 hour shifts=$880 • Net sales were $4000, therefore $880/$4000= 22%
52. HOW TO EVALUATE STAFF TRAINING • Appearance • Aroma • Flavor • Mouthfeel • Aftertaste
53. HOW TO EVALUATE STAFF TRAINING • Appearance • Think of colors like golden, amber etc. • Avoid light and dark • Head retention • Clarity
54. HOW TO EVALUATE STAFF TRAINING • Aroma • Most important sensory aspect • Short concise breaths • Aroma comes from your nose and nasal cavity in your mouth • 10,000 different aromas! • Take your time • Think of food, environment and memories
55. HOW TO EVALUATE STAFF TRAINING • Taste • Sweet • Sour • Salty • Bitter • Umami (savory) • If it’s none of these it’s an aroma
56. HOW TO EVALUATE STAFF TRAINING • Aftertaste/Mouthfeel • Viscosity • Effervescence • Lingering flavors
57. DRAFT SYSTEMS OVERVIEW DRAFT SYSTEMS • Essential Draft System Components • Temporary Draft Systems • Direct Draw Systems • Long Draw Systems • System Balance • Serving Draft Beer
58. DRAFT SYSTEMS ELEMENTS DRAFT SYSTEMS • Gas • CO2 or CO2/Nitrogen (Never O2!) • Maintains correct carbonation level • Propels beer to the faucet • Beer • Respect it and it will respect you. • Cooling • Walk-in • Refrigerator • Glycol • Ice
59. ESSENTIAL DRAFT SYSTEM COMPONENTS DRAFT SYSTEMS • Refrigeration/Cooling • Keg • Coupler • Beer Line • Faucet • Gas Source • Regulator • Connectors and Hardware
60. REFRIGERATION & COOLING DRAFT SYSTEMS • Box Cooler/Kegerator • Walk-in Cooler • Consistent Temp 34-38F • Regular Maintenance is key
61. KEGS DRAFT SYSTEMS Design • Protects beer from UV light and O2 Materials • Stainless • Aluminum • Plastic Standard Sizes • 1/6BBL 5.16 gal • 20L- 5.28 gal • 1/4BBL- 7.75 gal • 30L- 7.9 gal • 50L- 13.2 gal • 1/2BBL- 15.5 gal
62. COUPLERS DRAFT SYSTEMS Design • Taps a keg by depressing a ball or poppet, allowing gas to flow in and beer to flow out Materials • Stainless • Chrome Plated Brass Standard Types • “D”- USA/Some European • “S”- European • “A”- Germany/European • “G”- England/USA (Anchor) • “U”- Ireland • Key Keg- International Cleaning • Every two weeks
63. BEER LINE DRAFT SYSTEMS Vinyl Line • Flexible and easy to replace- jumper line • Colored vinyl used for gas line Barrier Tubing • Low resistance and easy to clean (long draw systems-trunk housing) Stainless Steel • Low resistance and easy to clean (jockey boxes and faucet towers) Polyethylene • Used to carry glycol Cleaning • Every two weeks
64. FAUCETS DRAFT SYSTEMS Design • Dispense beer hygienically, creating a correct pour & reducing waste Materials • Stainless • Chrome Plated Brass • Plastic Common Types • Standard Vented • Perlick Ventless • Roto Flow Control • Nitro • Speed Nozzle (No Thanks) Cleaning • Every two weeks
65. GAS SOURCE DRAFT SYSTEMS Gas Types • CO2 • Nitrogen/CO2 Blend • ISBT & CGA • Never O2 Safety Concerns • Do not store tanks in cold box -tank pressure dependent on ambient temperature • CO2 is deadly to breath in high concentrations- CO2 warning alarm
66. REGULATORS DRAFT SYSTEMS Function • Adjusts to flow of gas • Controlled by valves and • adjustment screw Types • Primary Regulator- Two gauges 1. High pressure gauge- tank supply 2. Low pressure gauge- dispense • Secondary Regulator- One gauge 1. Low pressure gauge- controls applied pressure
67. CONNECTORS AND HARDWARE DRAFT SYSTEMS Hex Nuts/Wing Nuts • Standard size for all couplers Tail Pieces • Beer side & gas side Sealing Washers • Seals beer line Hose Clamps • Secures beer or gas line to barbed end of tail pieces Materials • Stainless • Chrome Plated Brass Cleaning • Every two weeks
68. TEMPORARY DRAUGHT SYSTEMS DRAFT SYSTEMS • Picnic Pumps • Jockey Boxes • Cleaning and Maintenance
69. DIRECT DRAW SYSTEMS DRAFT SYSTEMS • Drip Trays • Towers • Shanks
70. LONG DRAW SYSTEMS DRAFT SYSTEMS • Barrier Tubing • Wall Brackets • FOB • Beer Pumps • Quick Connect Fittings • Gas Blenders • Nitrogen Generators • Gas Filters • Blended Gas Bottles • Cooling
71. BEER QUALITY DRAFT SYSTEMS “Fresh beer is like experiencing live music, stale beer is like listening from the parking lot.” –Brian Hunt
72. TRUNK HOUSING DRAFT SYSTEMS Function •Chilled/insolated line, runs the majority of the draw Barrier Tubing •Inhibits beer/mineral stone & microbial growth (“glass smooth”) Glycol Line •Runs in a loop to chiller to keep beer lines cold
73. WALL BRACKETS DRAFT SYSTEMS Solid mounting piece for jumper line, helps support beer line which connects to trunk housing.
74. FOB (FOAM ON BEER) DRAFT SYSTEMS • Stops beer flow when keg empties • Reduces foaming/waste during keg changes • Good for draft programs with permanent handles • Cleaned every two weeks w/ draft lines/Disassembled & cleaned quarterly
75. BEER PUMPS DRAFT SYSTEMS • Propels beer through line • Reduces applied pressure • Used when pressure exceeds 35-40psi, runs beyond 200ft & vertical runs • Requires separate gas pressure CO2 or O2 (vent CO2 out of cooler) • Cleaned every two weeks w/ draft lines/Disassembled & cleaned quarterly
76. GAS DRAFT SYSTEMS Function • Maintain carbonation/dispense beer CO2 vs. N2/CO2 Blend • CO2 direct draw • Blend for nitro beers & long draw Components • Blended gas bottles • Gas blenders • Nitrogen generators • Gas filters • Gas leak detectors
77. COOLING-LONG DRAW DRAFT SYSTEMS Function •Maintain consistent temp from keg to faucet Types •Air cooled (up to 25ft)- recirculating fan •Glycol (beyond 25ft)- power pack
78. SYSTEM BALANCE DRAFT SYSTEMS Components of balance • Temperature • Applied Pressure • Resistance • Keg Vol/CO2 Mixed gas • CO2/N2 blends will influence carbonation level Elevation Adjustments • Increase applied pressure 1 psi, per 2,000ft Dispense Goals • Applied Pressure = Resistance (varies with temp.) • Perfect Pour (about 2oz per min.)
79. SERVING BEER DRAFT SYSTEMS • Serving Temp • 35-55°F based on style • 35-45°F- pale lager, wheat beer, blonde ale, golden ale, etc… • 45-55°F- real ale, dark lager, strong ale, porter, stout, etc… • Glassware • Appropriate for style/ABV • “Beer Clean” • Proper Pour • Glass at a 45° until ½ way up, poured level until full to build appropriate head (1” most styles) • Bottled Beer • Stored upright • Inspect bottle for quality issues • Always present cork (cap at guest request) • Draft Beer • Do not submerge faucet
80. OFF FLAVORS TASTING (DRAFT BEER) DRAFT SYSTEMS Infection (CLEAN YOUR DRAFT SYSTEM!) • Diacetyl • Acetic Acid • Wild Yeast Oxidation • Check code dates • Store kegs cold Heat Damage • Store kegs cold
81. CASK BEER EQUIPMENT/MAINTENANCE DEFINING CASK BEER CASK SIZES/PARTS BEER ENGINE ANATOMY AND FUNCTIONALITY TOOLS AND ACCESSORIES PROPER STORAGE AND SERVICE CLEANING AND MAINTENANCE Questions?
82. CASK BEER EQUIPMENT/MAINTENANCE DEFINING CASK BEER CASK SIZES/PARTS BEER ENGINE ANATOMY AND FUNCTIONALITY TOOLS AND ACCESSORIES PROPER STORAGE AND SERVICE CLEANING AND MAINTENANCE THANK YOU AND CHEERS!