Back

Serve alcoholic and soft drinks

URN: PPL2FBS2
Business Sectors (Suites): Hospitality - Food and Beverage Service
Developed by: People 1st
Approved on: 01 Mar 2022

Overview

This standard is about how you provide your customers with a range of drinks during service. It covers alcoholic and non-alcoholic drinks served by a variety of methods including optics, draught and free-pouring. It also covers how you interact with customers to provide a professional and welcoming environment.

This standard focuses on the technical knowledge and skills required to serve alcoholic and soft drinks; however it should be assessed in the wider context of safe and hygienic working practices. It is recommended that the following NOS, selected as appropriate to the job role and organisation, are referenced in conjunction with the technical skills and knowledge for the standard:

  • Maintain basic food safety in catering
  • Maintain food safety in a hospitality environment
  • Provide basic advice on allergens to customers
  • Minimise the risk of allergens to customers

When you have completed this standard you will be able to demonstrate your understanding of and your ability to:

  • Serve alcoholic and soft drinks

Performance criteria

You must be able to:

1. Acknowledge your customers on arrival at the bar 2. Deal with customers in order of arrival at the bar where possible 3. Provide customers with assistance as necessary 4. Make sure your customers have the correct drinks menu to choose from 5. Provide your customers with information which enhances their experience, answering questions and promoting your company’s products and services 6. Assist your customers to make choices where appropriate and take opportunities to maximise the order using sales techniques 7. Identify your customers’ orders correctly and process them promptly and efficiently 8. Provide alcoholic drinks to permitted people only 9. Select the appropriate glass, making sure that it is clean and undamaged 10. Pour the drink according to the product that you are serving and serve at the correct temperature with the appropriate garnish or accompaniment 11. Deal with customer incidents efficiently and inform the appropriate person where necessary 12. Keep the preparation/service areas clean

Knowledge and Understanding

You need to know and understand:

1. Relevant legislation relating to licensing, weights and measures and  trades description 2. Why all information given to customers must be accurate, particularly in relation to strength of drinks, special offers and promotions 3. Your workplace customer service procedures 4. Why you should deal with customers in order of arrival where possible 5. Why it is important to check glassware for damage and cleanliness 6. Why drinks should be stored and served at the correct temperature 7. The correct techniques and equipment for opening drinks 8. The correct techniques and your workplace service procedures for pouring and  serving drinks 9. The correct glassware to use for each drink according to your workplace service procedures 10. How to respond to someone who may be under the influence of excess alcohol or drugs and why it should be reported to the appropriate person 11. Why and to whom all customer incidents should be reported 12. Why and to whom all breakages should be reported 13. Why customer and service areas should be kept clean, tidy and free from rubbish 14. The types of problems which may occur when serving drinks and how to deal with these

Scope/range

1. Customer information
1.1 price
1.2 alcohol content / abv%
1.3 name and type of drink
1.4 style and characteristics

2. Drinks
2.1 bottled
2.2 draught
2.3 optic
2.4 free-poured
2.5 in cartons
2.6 in cans
2.7 hot

3. Drink accompaniments
3.1 ice
3.2 food garnishes
3.3 decorative items / stirrers
3.4 accompaniments for hot drinks

4. Customers
4.1 with routine needs
4.2 with non-routine needs

5. Service style
5.1 at the bar
5.2 at the table

6. Equipment
6.1 glassware
6.2 jugs / pitchers
6.3 crockery
6.4 cutlery
6.5 hot beverage containers
6.6 trays

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

3

Indicative Review Date

28 Feb 2027

Validity

Current

Status

Original

Originating Organisation

People 1st International Ltd

Original URN

PPL2FBS2

Relevant Occupations

Bar Staff, Team Member, Waiter/Waitress

SOC Code

9265

Keywords

serve; drinks; bar