Intelligent Bartender

Yes, PLEASE.

Remember every time Norm walked into the bar on Cheers, the entire bar would call out in unison “NORM!” It didn’t matter who was behind the bar, they knew what he drank, and it was ready and waiting for him as he assumed his position at the end of the bar. Norm embodied the “regular,” the men and women who frequent your establishment regularly. They are the ones who more often than not, tip well, and don’t ask for any special kind of service. In many cases they are the types who spend thousands a year in your establishment. They are the cornerstones of your business, you certainly can’t afford to lose them, so the question clearly is how do you keep them and how do you get more of them?

I’ve seen lower volume establishments where regulars are praised and glorified, and high volume bars also where they are overlooked with the attitude that “it doesn’t really matter what kind of service they receive, they’ll come back anyway.” In an industry where service and proper bartender training is paramount to the success of your business and your frontline service, staff are often on a career stopover on the way to something better. Operators need to actively empower their staff to make sure that they you are cultivating long-term relationships with as many clients as possible, and creating experiences that they’ll remember, and come back for.

Rob Montgomery, Bar Chef and Manager of Toronto’s Vertical Restaurant insists that details are the key. “I have operational systems covered so my staff can focus on guest experience details. Our philosophy is that we treat customers like they were a guest in our own home, I empower my staff with the same ethos and give them the tools to accomplish it.”

A good rule of thumb is that management should always be where the money is. If the restaurant is operating, management needs to be making regular rounds checking on guest experiences, not just server problems. Quite often guests will deal with sub-standard service by leaving little or no tip, and leave feeling dissatisfied. Management can circumvent this experience with a quick chat with each table. Guests are quite often more apt to give negative feedback to someone who is empowered to change the situation. “Mistakes and mishaps are inevitable in any restaurant; if they are handled correctly the guest will take notice. Fixing mistakes promptly and properly can impact guests greatly. Some of our longest running guests started off on the wrong foot, problems were solved and the guests were impressed enough to return again and again,” says Montgomery.

Everyone wants to feel special. Cristina Maria Morelli service ambassador of the Irish Embassy says that many servers overlook the simple things like a smile and a genuine interest in a guest’s well being. Anticipating the needs of her clientele is the surest way to make people feel special. “Having a drink or menu ready for them before they have to ask shows them that I’ve got their needs in mind. I try to treat everyone who walks through the door like they were the owner’s best friend!” People respond to that kind of service, and with this philosophy every guest is a potential regular. “My regulars have afforded me a lifestyle that others only dream of,” says Morielli.

It is important that the servers are focussed on providing service tailored to the guest’s needs. Obviously a birthday party and a solo businessperson require different styles of service. Montgomery echoes Morelli’s sentiments, “We see our regular guests in many situations. A business lunch one day, then out with friends for drinks the next day. It is important to handle their needs appropriately in each situation, and regardless, we never take regulars for granted. We ALWAYS make time to say hello and check the quality of their experience.”

I recently ate at La table du Chef in Sherbrooke, QC. The meal was terrific, but to complete the experience, chef Alain Labrie visited our table at the end of the meal for a 30 second chat and quality check. The added touch of a personal visit from the chef went above and beyond my expectations, and made our whole table feel special. It may not always be possible to chat and check with every table in your establishment, so creating an atmosphere where your service staff feel comfortable approaching management to resolve guest issues in a timely manner is crucial to your ability to turn any negative experiences into positive ones. The bottom line is that when the service (with appropriate bartender training) and food are good, I’ll probably come back for seconds, maybe even become your regular. If things go wrong and the problem isn’t addressed, you’ll never see me again. If there’s a problem and you address it you guarantee that I’ll come back with my friends. Maybe they can be your regulars too.

Until next time keep Raising the Bar in your business, because if you don’t someone else will!

Transcendent glassware and aesthetically appealing garnish will make a world of difference to your cocktails!

Who could forget Meg Ryan’s performance in “When Harry Met Sally.” Whether she’s having a Screaming Orgasm (one of this month’s featured cocktails), or your own house specialty, one thing is for sure – your cocktails need to sizzle! Cocktail presentation and felicitous bartender training can make the difference between your guests leaving after one drink, or having your clients buzz around the water cooler about the amazing cocktail creation they had the night before.

Companies like Milestones and TGIFriday’s have made cocktail presentation and proper bartender training a cornerstone of their beverage program, not only by dressing up their cocktails, but by “parading” a tray of drinks through the dining room at eye level to take advantage of a little free on-site marketing. So what can you do to dress up your beverage program?

1. Glassware: There are literally hundreds of different types of glassware that you can use to customize and personalize your drinks. Typical rocks glasses are fine but something as simple as a gin and tonic in an asymmetrical tumbler can make your guests feel distinguished while drinking something very ordinary. Libbey Glass has a wide variety of fun and funky glassware to help you set yourself apart. Check out www.libbey.com for ideas.

2. Glassware Treatment: Chilling or heating your glassware ahead of time will help the drink stay at its optimum temperature for longer. If you don’t have the fridge space, frosted glassware is a great visual(unfortunately non-functional) alternative. Rimming your cocktail glasses is a fun and easy way to add elegance and decadence to your drink program. Keep in mind that if you’re going to rim a glass properly, you only moisten and rim the outside edge of the glass. This ensures that the rimming ingredient stays on the rim and doesn’t become an ingredient of the drink.

3. Garnish: Exotic garnishes like lychee and starfruit lend sophistication, and something as simple as a caramel drizzled apple slice floating atop a martini, as prepared by Milestones, is simply decadent. Michael McGillin, president, Olive it and more…, recognized a market for specialty stuffed olives. He’s created a custom line of hand stuffed olives, 19 different types to be exact. His site www.olivelovers.com has some great tips and recipes for both culinary and cocktail applications.

4. Name and Colour: Provocative sounding cocktails often sell well just based on their name, the same way as blue, purple and red drinks sell well because of their vibrant colours. Mixology Canada Inc. (formerly Island Oasis) makes an extensive line of 17 all natural premium mixes that both look and taste great. For all of the flavours and solutions for your cocktail menu visit www.mixology.net. Assuming you’ve done your homework and you’ve got some great tasting cocktails on your menu, something as easy as substituting Blue Curacao for it’s cousin triple sec, can turn a blasé looking cocktail into eye candy.

5. Add some Flair: Each month, Raising the Bar will feature a new and exciting flair bartending move that won’t sacrifice your bottom line, but will leave a big impression on your guests. This month, I’m featuring two exotic cocktails each with a unique eye catching presentation. The first is a Screaming Orgasm with chocolate syrup drizzled around the inside of the glass. The second is a Blue Skyy Kamikaze - an eye catching twist on an old favourite, cool and refreshing for the beginning of patio season. Next month, I’ll be looking at the more exotic flavours that will be dominating the summer refreshments list… until then, keep RAISING THE BAR in your establishment because if you don’t, someone else will!

MOVE OF THE MONTH; Cocktail Napkin Toss: http://www.youtube.com/watch?v=-Y2JqkxHVkM

SCREAMING ORGASM
1/2 oz. Amaretto
1/2 oz Baileys Irish Cream
1/2 oz. Kahlua
1/2 oz. Skyy Vodka
4 oz. Island Originals Ice Cream Mix Chocolate Syrup Strawberry
Method: Measure and pour ingredients into a blender cup and add 1/2 cup of crushed ice. Blend for 5-10 seconds. Drizzle chilled chocolate syrup around the inside of your glass and pour the blended drink into the middle of the glass (not down the side) to freeze the chocolate syrup in place from the bottom up.

BLUE SKYY KAMIKAZE
1 oz. Skyy Vodka
1/2 oz. Bols Blue Curacao
4 oz. Island Originals Sweet and Sour Mix Orange Wheel and Cherry
Method: Add Skyy Vodka, Bols Blue Curacao and Island Originals Sweet and Sour Mix to a cocktail shaker half filled with ice. Shake vigorously 4-5 times to ensure the cocktail is properly chilled. Strain into a chilled cocktail glass and garnish with an orange wheel and a cherry.

Saint John Ale House

Blue Blazer at the St John Alehouse

The Saint John Ale House is known locally for its wide variety of tapped beers, regional Canadian cuisine, and as Eastern Canada’s premier cocktail destination.

Their cocktail list changes seasonally and always incorporates a healthy mix of both classic and contemporary cocktails using house-made ingredients.

For example, behind the bar are 15 different types of bitters (5 house made), and they create their own liqueurs and syrups, many from How to Mix Drinks; A Bon Vivant’s Companion by Jerry Thomas.

They use only fresh-squeezed juices in our cocktails, having done away with all post-mix products, ensuring a high standard for freshness and quality. Additionally they offer an exciting selection of world-class spirits and our first-rate selection of rums will rival some of the best lists in the country.

The St John Alehouse is centrally located with harbor views and in summer has al-fresco dining available with free live entertainment everyday of the week. They are internally connected to 2 major hotels and the famous Saint John City Market, the heartbeat of the city and source of many of their epicurian cocktail ingredients. The front entrance is connected to a city wide boardwalk, waiting upon your arrival with warm smiles and cold liquid remedies.  Definitely worth checking out the next time you’re on the east coast!

Fresh Ingredients in Cocktails make all the Difference

San Fransisco is a mecca of bar culture. When you’re in town it doesn’t take long to realize that bars and bartenders seem to take things a little more seriously, putting pride into their cocktail experience. I had heard the term “Speakeasy” as a term to describe a bar or tavern but never really given it much thought. I was fortunate enough to visit Bourbon and Branch, which is about the closest thing to a modern speakeasy out there. Speak Easy was a slang term used to describe an establishment that illegally sold alcoholic beverages during the period known as Prohibition (1920–1933) when the sale, manufacture, and transportation of alcohol was illegal. The term comes from a patron’s manner of ordering alcohol without raising suspicion — a bartender would tell a patron to be quiet and “speak easy”. Although we’re not currently entrenched in Prohibition, the simple act of going into a busy establishment where you could have a conversation at a comfortable volume and get a great drink is, unfortunately, a rarity. After a couple of failed attempts, I finally got a reservation via email and they sent me the address and my password via email. When we arrived at the unmarked building with no number on the door, (we figured out we were at the right place by process of elimination) we knocked. The door opened a crack and we were asked for a password first, then a reservation name. Once inside we settled into the bar for our 90 minute time allowance and enjoyed everything that Bourbon and Branch had to offer.

Cell phone use is not allowed, allowing uninterrupted conversation, and I almost got the feeling that we had stepped back to a point in time when invasive technology wasn’t everywhere. The feeling of being in a comfortable place insulated from the outside world, where you could literally enjoy the social element of a public house the way things used to be.

Bourbon and Branch is a place I’d love to work, with a full sized test kitchen, where bartenders are encouraged to experiment and come up with new and unique ingredients and cocktail creations. I got to try a house sour with home made pineapple-black pepper bitters, and it made me realize the importance of having a creative space to work with where a bartender can play and come up with unusual ingredient collisions.

For a list of the Bourbon & Branch house policies, and to check out their site click here.

Every ingredient was measured and balanced with care, the way it should be done, no bottled or canned juices in site, lots of fresh cirtus, and a mix of classic and modern cocktail techniques rounded out the visual experience, no drink crossed the bar without first being tested by the bar chef/mixologist/bartender/bar keep… lets just leave it at beverage professional.
One of the most surprising delights of Bourbon & Branch was their commitment to stay Vodka free. Full flavoured cocktails littered the menu made with brandy, gin, whisk(e)y of every variety, tequila, and rum, but no vodka. In fact one of the rules of the house is “dont even think about asking for a Cosmo.”

Although B & B is not the only bar in San Francisco to make such a commitment, in a time where (unfortunately) vodka makes up between 1/4 and 1/3 of all spirits served, it’s refreshing to see
that people have the balls to buck the tasteless trend and truly get back to basics.

Bartenders are no longer bartenders, they are mixologists; and yesterday’s mixologists, the people who really took the craft seriously, need a way to differentiate themselves from the mainstream. Many of these mixologists followed in the footsteps of our culinary brethren, we have finally arrived at the latest buzzword and title for those who are truly committed to beverage excellence…Bar Chef.

In Toronto, Frankie Solarik believes in the concept so much, that he has opened a bar to pay tribute to the philosophy, and aptly named it “Bar Chef.” http://www.barcheftoronto.com Each cocktail is hand crafted from a massive variety of ingredients presented fashionably on the bar, bringing the guest into the experience as their cocktail is being created.
I dropped by on his second day of operation and had a cocktail made with style and passion that I haven’t seen in this city. While it takes a little longer to get a beverage like the Cold Smoked Manhattan that I ordered, the presentation is impeccable and the final cocktail is well worth the wait.

Cold Smoked Manhattan

It seems that a lot of people are getting their noses out of joint about the term molecular mixology, the press certainly seem to love it. Whatever you choose to call it, molecular mixology doesn’t have to be difficult, and really has to do with changing states. From a liquid to a solid, or liquid to a gas most commonly, but something as easy as a flamed orange zest, or an infused foam, by definition is molecular mixology. Whether you consider yourself a molecular mixologist, a bar chef, bartender, or simply someone who enjoys mixing at home, the recipes that you enjoy were at one point simply an experiment.The hallmarks of a good Bar Chef are their commitment to fresh, hand crafted ingredients and infusions, and consistent experimentation. Fresh ingredients make great cocktails. While pop guns and towers are certainly convenient, their cost effectiveness days are numbered. Post mix syrup, is made up of 80%-90% corn syrup, and with global demand for ethanol (a corn based alternative fuel) continues to rise at an unprecedented rate, the days of fountain soda are numbered. With cost effectiveness in question and real quality benefits to using fresh squeezed juices, the choice is really simple. If you need more convincing, find a local bar chef and compare your fluorescent green amaretto sour to their version made with fresh lime, simple syrup, bitters and egg white. There is no comparison.

The eternal question… what came first, the chicken or the egg… in cocktail terms, I’m reasonably certain that eggs were used in beverage applications long before chicken was ever thought of in a beverage sense. Molecular Gastronomy is certainly bleeding directly into the bar as establishments like Singapore’s Tippling Club continue to raise the bar on many levels. In cocktail terms the process of converting the physical state of a liquid drink into a solid, or a mist is often called molecular mixology. Whatever you choose to call it, cocktails served in an altered state can certainly have an element of cool to them, but before you go converting an entire menu to molecuar recipes, make sure that they’re executable at your level of business.
This is the first bar that I have seen that rivals Der Raum in Melbourne in both style and pure commitment to stretching the way we think about cocktails.

The Kitchen Truly meets the Bar

You be the judge. What came first, the chicken or the egg?

No need for a speedrail or back bar. You also dont have to worry about another bartender putting the bottle back in the wrong place!

Bars like Der Raum and Tippling Club get that people will pay for and tell their friends about experience, and this blog post proves it. When was the last time you read a story about Burger King or Dairy Queen that didn’t have something to do with salmonella… and here we are back again at the chicken…