Beverage Learner Guide · Beverage Learner Guide LIVE THE GAME Page 4 of 22 Happy Hour Happy hour features are found in specific stores and regions only. Trainer to provide a copy

Beverage

Learner Guide Version 1.5

© Copyright The information, trademarks and trade-names used within this manual are confidential and shall only be used within the

course of your employment and may not be reproduced in whole or in part without written consent of Shark Clubs of

Canada Inc. This manual must be immediately returned upon request and each employee shall use all reasonable efforts

to maintain such information as secret and confidential during and following the term of employment.

Beverage Learner Guide

L I VE THE GA ME Page 2 of 22

Beverage Training

00:35

Overview

Beverages account for anywhere between 30 – 60% of your sales, and being well-versed in liquor, wine, beer and

beverages will delight your guests and dramatically increase your level of service. Guests want to hear your stories about

various drinks, feel your passion for the beverage program, and know that they can trust your judgment

General Learning Objectives

Upon completion of this module, learners will be able to:

Identify our signature beverage offerings

Grasp the service for all of our beverage offerings

Recite our beer and liquor offerings



Touring Your Guests

Lesson 1 00:10

Overview

Throughout your tenure with Shark Club, you’ll have the opportunity to try our drinks; it’s important to share this

knowledge, and most importantly, share the drinks that you love with your guests to help them find their ideal drink.

Additionally, every one of us wants to get the most out of every dollar, and your guests are no exception. Shark Club has

a few ways to offer incredible value to our already great menus.

Specific Learning Objective

Gain insight into beverage menu touring

Learn the various value offerings that we have for our guests

Beverage Menu Touring

There are several ways to improve your service and help your guests to find their best beverage:

1. Find your favourite drink – many guests will share your taste. Often, your guests won’t know what they want;

rather than just taking orders, tour your guests through our menu! If they hesitate when ordering, help the guest

to find the drink they will love.

2. Offer Shark size when a guest orders a highball or cocktail. For a small extra cost, the guest receives an extra

ounce of whatever liquor they are having, in a bigger glass. It’s a bigger drink for a better value.

3. Offer premium spirits for highballs. Premium spirits are typically made with superior ingredients and innovative

distillation processes. Substituting a premium will often elevate the drink.

4. Suggest a wine that you know and like. You don’t have to recommend every wine on the list. Start with the wines

you like and then begin to explore and recommend others.

5. Bottles of wine versus glasses of wine. We have assembled an excellent variety of wines for our guests. If you

have two people drinking the same wine, offer the bottle.

6. Offer a pitcher versus a glass of beer.

7. Guests should never have to ask for a drink; offer to refresh drinks when they are ½ full. By the time you return

they will be empty.

8. Offer cappuccinos or lattes rather than regular coffee.

9. When guests order water, offer bottled mineral water (i.e. “Would you like sparkling, tap or still?”).

10. Reinforce your guest’s decisions with the “yes” nod.

11. When guiding guests, use terms such as: “popular”, “made in house”, “…is a personal favourite of mine”, “…is a

very popular choice”.

Shark Size

Shark size offers the best value possible for highballs and cocktails, so it is important to offer to your guests.

If a guest orders a highball or cocktail, ask if they want it Shark sized; mentioning the price isn’t necessary, but

you need to know if a guest asks

The extra ounce is a better price than the first; the only exception to this is high end scotch or tequila



Happy Hour

Happy hour features are found in specific stores and regions only.

Trainer to provide a copy of the happy hour features and strategy for your location (if applicable).

Daily Drink Features

Every day of the week we have a compelling daily drink feature. These are designed to give guests a great reason to

come to Shark Club more often.

How to introduce the daily drink feature:

When you tell guests about the daily drink feature, be sure to reinforce that it’s the same daily drink feature every

week, it’s a great reason for guests to come back more often; for example, you could say “every Wednesday is

Bellini Wednesday” rather than, “we have Bellini’s on sale today”

Most often, guests don’t need to hear the price of the daily drink feature; only mention the price of the drink

feature if your location in in British Columbia or the Maritimes

When more than one feature is available, customize your recommendation to your guests. Would you feature a group of

men in their 50s the Bellini or the draft beer?

Daily drink features vary by region.

Feature Price Why do we Offer the Feature?

Who is the Feature Tailored to?

When is it Offered?

Summary

Elevate your service by guiding guests through their experience. It’s important to share these value offerings with your

guests as they may not know about them otherwise!



Signature Beverages

Lesson 2 00:10

Overview

Our signature cocktail offering is a balanced offering of old school cocktails from recipes that were perfected before our

parents were born, and modern interpretations on classic cocktails. Some are light and refreshing; some are spirit

forward and adventurous. Our signature list doesn’t end with cocktails; we have also created our own martinis, after-

dinner drinks and beers.

Learning the basics of these will help you guide guests to a night of great libations.

Specific Learning Objectives

Understand what makes each of our signature beverages great

Know the ingredients and service of each signature beverage

Signature Cocktails

Shark Caesar

Key Passion Points Canada’s favourite cocktail (accounts for 50% of all

cocktails sold at Shark Club!)

Originally created in Calgary in the early 70s by bartender Walter Schell

Shark’s Caesar is garnished with a pickled green bean & yummy pepperoni stick

Ingredients

Smirnoff vodka, clamato, hot sauce, worcestershire

Garnish

Celery salt rim, pickled green bean, pepperoni, lime wedge

Glass

1 oz/ 2 oz – mason jar



Bellini

Key Passion Points Created in the 1930s in Venice Italy; the frozen version we

enjoy in Canada is unique to this part of the world

Made with real peach, sparking wine and rum

Easy to drink, and loved by all

Ingredients

Absolut Peach, peach schnapps, sparkling wine, white peach puree, finished with sangria

Glass

1 oz – double hiball

2 oz – mason jar

Belgian Bulldog

Key Passion Points A great excuse for guys to have a strawberry margarita

Friuli is an all-natural Belgian strawberry beer

House made lime slush made with fresh lime juice

Ingredients

Margarita slush, fresh pressed lime, bottle of Friuli Glass

Fishbowl glass

Mexican Bulldog

Key Passion Points Stolen from a trip to Mexico; we were one of the first to serve

these in Canada

The perfect blend of Corona and real lime margarita

Ingredients

Margarita slush, fresh pressed lime, bottle of Coronita

Glass

Fishbowl glass



Old Fashioned

Key Passion Points Spirit forward cocktail created by Joel Virginillo

Based on a 200 year old recipe of the old fashioned using small batch quality bourbon, house made tea infused simple syrup and Angostura bitters

Ingredients

Bulleit bourbon, Angostura bitters, orange bitters, real black tea infused syrup

Garnish

Orange peel Glass

Double hiball

Negroni

Key Passion Points A spirit forward classic

Balanced cocktail – sweet, floral, bitter

Love IPA? This might be for you

Ingredients

Beefeater gin, Campari, sweet vermouth, large ice cube

Garnish

Fresh zest of lemon Glass

2 oz – double hiball glass

Ciroc Sour

Key Passion Points Created by Joel Virginillo

Sours are an entire style of drink based on fresh squeezed lemon, egg whites and simple syrup

Ciroc is gluten free & naturally flavoured

House made meringue – fresh egg white & sugar

Ingredients

Ciroc Peach Vodka, Angostura bitters, fresh pressed lemon juice, house made meringue

Garnish

Pink peppercorn Glass

1 oz – single hiball




Cuban Mojito

Key Passion Points Made with real Cuban rum – exceptionally smooth Havana

Club Anejo Reserva

Fresh mint & lime

Simple, fresh, clean with great ingredients

Ingredients

Muddled mint with Havana Club rim, fresh pressed lime juice, simple syrup & soda

Glass

1 ½ oz - double cocktail

Porch Side Margarita

Key Passion Points 100% agave tequila, developed by bartenders, for bartenders

Fresh lime makes all the difference – even the best bought lime juice doesn’t compare

Not sickly sweet, very drinkable

Ingredients

Altos Blanco tequila, fresh pressed lime juice, squeeze of orange, simple syrup & soda

Garnish

Lime wedge Glass

1 oz /2 oz – mason jar

Paloma

Key Passion Points Casamigos tequila (owned by George Clooney); Kim Spence

isn’t one for celebrity endorsed products but this is amazing!

Paloma is Spanish for ‘dove’, the symbol of peace

This is how Mexicans drink their tequila… except we make ours with real juice

Ingredients

Casamigos tequila, fresh pressed lime juice, fresh pressed ruby red grapefruit & simple syrup

Garnish

Lime wedge Glass

1 oz /2 oz – mason jar



Dublin Sour

Key Passion Points A smooth Irish version of a Whiskey Sour

Meringue creates lovely texture and mouthfeel

Ingredients

Jameson, pressed lemon juice, angostura bitters, blackberries, meringue & simple syrup

Glass


Moscow Mule

Key Passion Points Refreshing cocktail but has some lovely ginger bite

One of the first vodka cocktails – the cocktail that launched the vodka revolution

Ingredients

Ketel One, Grace ginger beer, fresh lime juice & simple syrup

Garnish

Lime wedge

Glass

2 oz – copper mug

Wild & Windy

Key Passion Points A play on the dark & stormy cocktail

Like a mule, but way more flavour from the dark rum

Ingredients

Captain Morgan black spiced rum, Grace ginger beer, ginger French liqueur, orange bitters and fresh pressed lime

Garnish

Lemon wedge Glass

2 oz – tiki glass



Pink Lemonade Martini

Key Passion Points From the very first Shark Club Liquor Menu & still best seller

Ingredients

Absolut Raspberri, Peach Schnapps, Raspberry Sourpuss, pineapple juice

Garnish

Lemon twist Glass

2 oz – martini glass

Cosmo Re-Done

Key Passion Points A twist on the quintessential cosmo

Elderflower provides a beautiful aromatic and flavour

Artisan peach bitters balance the sweet with bitter

Ingredients

Absolut Citron, elderflower cordial, cranberry juice, peach bitters, lemon wedge

Garnish

Lemon twist Glass

2 oz – martini glass

Classic Martini

Key Passion Points The name says it all, it’s a classic

Ingredients

Premium vodka (Ketel One or Grey Goose) or gin (Tanqueray 10 or Hendrick’s), dry vermouth

The dryness of the martini depends on the amount of

vermouth added. ( vermouth = dryness)

Garnish

Jumbo olive

For more information on popular cocktails, visit these websites:

http://www.drinksmixer.com

http://www.diffordsguide.com/site/main/welcome.jsp

These websites are great tools for researching unique guest requests on cocktails.

Cocktail websites tend to be international, so cocktails (martini’s excluded) have to be converted into a single recipe.



Weekend Brunch Beverage

Breakfast Club

Key Passion Points Your morning juice with a kick of Tanqueray gin

The marmalade adds that extra bit of sweet & tart

Ingredients

Tanqueray gin, marmalade, fresh pressed lemon, orange juice, orange bitters, soda

Garnish

Orange wheel & lime wheel

Glass

1 ½ oz – double cocktail

Vancouver Only Signature Cocktail

Cucumber Collins

Key Passion Points A riff on a classic Collins with fresh herbs & cucumber

Tanq 10 is the perfect gin for this

The Copa glass makes this cocktail!

Ingredients

Tanqueray 10 gin, fresh pressed lemon juice, shaved cucumber, fresh basil, simple syrup, soda

Garnish

Lemon wheel

Glass

1 oz – single cocktail

2 oz – double cocktail



Specialty Coffees & Hot Beverages

Most hot liqueur drinks are served in a coffee cup (exceptions noted below) and contain 1 oz of alcohol, fresh, hot

coffee or tea; some hot liqueur drinks are topped with whipped cream

Be sure to ask guests if they would like their drink “Shark Size” (an additional ounce of alcohol and a stronger

value)

All specialty coffees are served with a teaspoon; hot drinks are not served with a straw

If we have the ingredients, we can make any hot liqueur coffee that a guest requests

Signature Specialties

Baileys Coffee Baileys Irish Cream, coffee Topped with whipped cream

Blueberry Tea Grand Marnier, Amaretto, earl grey tea Garnished with an orange wedge *served in a snifter

B-52 Grand Marnier, Baileys Irish Cream, Kahlua, coffee Topped with whipped cream

Spanish Coffee Brandy, Kahlua & coffee Topped with whipped cream

Monte Cristo Grand Marnier, Kahlua, coffee Topped with whipped cream

Summary

Kim Spence has created an incredible list of signature beverages that span cocktails, martinis, specialty coffees and beer.

Learn the essentials for these drinks – focussing on what makes them special – and find the drinks that you love the most.

Your guests are dying to hear about them!



Other Beverages

Lesson 3 00:10

Overview

Not every guest experience is about alcohol. Many guests, for many reasons, choose not to drink. Great hospitality

means that take great care of these guests, as they are just as important.

Specific Learning Objective

Grasp the service for our non-alcoholic beverages

Non-Alcoholic Beverages

Water

When a guest orders water, it’s important to ask if they prefer sparkling, tap or still

Bottled water comes in a 750 ml size; if more than one guest is at the table, you can suggest a bottle to share

Bottled sparkling water is served with a wine glass and no ice

Bottled still water is served with a wine glass, a lemon wedge and no ice

Pour the first glasses for guests; refilling as needed when you are at the table

Tap water is served in a pop glass filled with ice and one thin straw

If one guest at a table requests water, it is a good idea to offer water for entire table

Soft Drinks, Lemonade and Iced Tea

We offer Pepsi, Diet Pepsi, 7-Up, Mountain, Dr. Pepper, Root Beer, iced tea and lemonade.

Soft drinks, lemonade and iced tea are served in a pop glass filled with ice and one thin straw

Soft drinks, lemonade and iced tea are never presented in pitchers or large containers

Lemonade and iced tea glasses are garnished with a lemon wedge

Free refills are unlimited and should be brought automatically when a glass is less than half empty; anticipate your

guests’ needs rather than waiting for them to ask for their refill

All refills come in a fresh glass with a fresh garnish and a straw when applicable

Keep the half full glass on the table; simply bring out the refill in a fresh glass

Red Bull

Red Bull is served in a can that has been opened for the guest. If the guest orders alcohol with their Red Bull,

bring the guest the Red Bull in a can and the alcohol in a pop glass with ice and a straw

We stock regular Red Bull as well as sugar free; in some stores we also stock incremental flavours of Red Bull;

ask your trainer for the complete list



Fruit Juices & Milk

All fruit juices and milk are available in two sizes: small single hiball glass or a large pop glass

Served with no ice and no straw

No free refills

Non/ Low Alcohol Beer

Non-alcohol beer is beer that has less than 1% alcohol in it. It is not considered an alcoholic beverage, therefore anyone may consume it.

Non-alcohol beer should be served like a regular beer, in the bottle with a frosted pop glass.

Hot Chocolate

Hot chocolate is served in an Irish coffee glass

Garnish hot chocolate with a rosette of whipping cream

No free refills

Coffee

Proprietary Premium Roast Coffee (Regular and Decaf)

In a recent tasting with coffee drinkers, this coffee beat Starbucks and several other great coffees. We are proud to serve

a great cup of coffee.

The most important thing about coffee is that it’s hot and available!!

Coffee is served in a clean coffee mug filled ½” from the rim

Minimum of one pot decaffeinated and one pot regular coffee are available at all times

When coffee is ordered, you can often tempt your guest by suggesting a specialty coffee instead

When a guest orders coffee, always ask them if they would like cream

Bring cream, sugar and teaspoons to the table in a coffee set up

Refills on coffee are free and unlimited

Hotel locations should set their tables with coffee set ups for breakfast every day; please remove for lunch

During brunch hours, tables can be set with coffee set ups; please remove for lunch

Take out coffee is available for guests



Coffee Set Up

The cream, sugar and teaspoons should be presented as follows (see diagram below):

A full and clean sugar caddy is placed in the centre of a napkin lined side plate. The sugar caddy is stocked with

logoed sugar sticks (white sugar, sugar substitute, sugar in the raw)

6 creamers (depending on the number of guests) should be lined up beside the caddy

Clean teaspoons (one for each guest) are presented on the ends of the sugar caddy

NAPKIN LINED SIDE PLATE

Quantity of Sugar:

White sugar sticks (fill)

Sugar substitute sticks (10)

Sugar in the raw sticks (10)

Quantity of Cream:

3 creamers per guest (on

either side of sugar)



Tazo Tea

Tea is served with a teapot filled with boiling water (from a tea tower not a coffee machine) and a clean coffee

mug, lying on its side, on a lined side plate

When a guest orders tea, be sure to explain the different kinds of tea available

For a single tea, bring the teapot, mug, milk, sugar and a teaspoon to the table on a lined side plate (milk is

always served with tea, not cream)

For multiple teas, bring a teapot and mug on one plate for each guest and a separate coffee set up with milk and

sugar

If guests request more water for their tea, remove the teapot from the table and refill it with boiling water

Refills on tea are free, if requested

Offerings

Awake English Breakfast

Orange pekoe with malty boldness & bright flavour

Earl Grey Black tea with bergamot and lavender essence

Zen Green tea blend with lemongrass & spearmint

Chamomile Herbal comforting tea infused with rose petals & soothing herbs

Refresh Mint Herbal tea with peppermint & spearmint & a pinch of tarragon

Tea Set Up



Responsible Service

Lesson 4 00:05

Overview

Responsible service of alcohol is a responsibility of every team member and will help to ensure a safe and enjoyable

environment for our guests. By using methods of Identification, Prevention, and Intervention, you will be able to

maintain a pleasant atmosphere and give your guests a reason to come back. We ask that you use common sense when

serving alcohol to our guests. You will be held personally responsible for illegal alcohol service. If you ever find yourself

in a situation where you are not sure what to do, consult the manager on duty.

Identification

As the person who actually serves the alcoholic beverage, you are responsible to ensure that you are not serving anyone

who is under the legal drinking age. In Alberta, it is illegal to provide liquor to anyone under the age of 18, under any

circumstances. In all other provinces, the legal age is 19.

Provincial legislation states that when a guest of questionable age (anyone who appears to be under the age of 30)

attempts to either enter a lounge or order an alcoholic beverage, staff must ask the guest to provide a piece of

Government Issued Photo Identification (guests in BC must provide 2 pieces of acceptable identification, at least

one of these must be government issued photo ID).

If you are taking over the service of a guest from another server/ bartender, you are still required to ID the guests

yourself.

Acceptable Government Issued Photo Identification:

(If any of the following forms of ID appear questionable, talk to your manager)

a. Driver’s License b. Provincial Identification Card c. Passport d. Armed Forces ID e. Immigration Authorization Card

Acceptable Non photo Identification:

(May be presented only as a second form of ID if you have any doubts; acceptable secondary ID in BC)

a. Birth Certificate b. Citizenship Card

Prevention

Responsible service is simply good guest service. It is everyone’s responsibility to monitor and prevent intoxication to the

best of our ability. You can help control the rate of service, monitor guest behaviour and create a friendly atmosphere

simply by spending a little more time talking to your guests. If you have built some rapport with your guests, you will be

much more likely to notice the signs of intoxication before the situation gets out of control.

Intervention

If you feel a guest has had too much to drink or has entered the restaurant already intoxicated, you must refuse service.

Stay calm. Be professional and courteous. Before “cutting a person off”, talk to your manager and be very careful to not



embarrass the guest. When dealing with an intoxicated guest, you are dealing with a situation that will extend beyond the

restaurant. You are responsible to ensure the guest gets home safely. If you feel someone has consumed too much,

always suggest a cab. Please talk to your manager immediately if you think someone is going to drink and drive, it may

be necessary to contact the police.

Responsible Service Flowchart

Orientation

Company Policy Violation Sheet

Liquor Policy Violation Form Signed by ALL new hires and kept in personnel files

Training

Team member Responsible Service Training as covered in the Beverage Services Training Module Trained to all FOH Team Members, Supervisors and Managers

Managerial Responsible Service Training Module

Running the Floor Training Module Trained to ALL FOH Supervisors and Managers

Provincially Recognized Responsible Alcohol Service Certification (as required by location’s province) Condition of hire for all new Servers, Bartenders, FOH Supervisors and Managers

Quizzes

FOH package Minimum 90% required by all new FOH hires

Managerial Follow Up

All Provincially Recognized Responsible Alcohol Service Certification Numbers are documented on Store Phone List

Monitor Responsible Service Procedures throughout Dining Room and Lounge, following up on ID checks with Servers/Bartenders when warranted

Red Posting in Staff Area: Responsible Service

Red Postings in Office: Responsible Service – Management Responsibilities & Responsible Service Flow Chart

Managers are supportive and reactive to all concerns expressed by a team member

Managers react in a concerned professional manner to all inquiries

Managers support team members and react immediately to any situation involving an abusive guest



Reference / Study Guide

Lesson 5

Overview

Work with your trainer to fill in the tables below. This will serve as a reference or study guide to help you remember our

beverage offerings.

Beer Offerings

Draft Beer Listings

Available in 14 oz or pitcher.

Brand: Style: Brand: Style:






Examples of styles: lager, ale, IPA, stout, etc

Domestic Bottled Beer






Premium Bottled Beer








Import Bottled Beer






Non-Alcoholic Beer

Coolers / Ciders

Liquor/ Spirits Offering

Vodka

Well Brand Premium Vodkas Flavoured Vodkas



Rum – White

Well Brand Premium White Rums

Rum – Dark and Amber

Well Brand Premium Amber Rums Premium Dark Rums

Gin

Well Brand Premium Gins

Rye

Well Brand Premium Ryes

Bourbon (Kentucky Whiskey)

Bourbons

Jack Daniel’s is often misnamed a bourbon when in actuality it is a Tennessee Whisky.



Scotch

Single Malt Scotches Blended Scotches

Tequila

Well Brand Premium Tequilas

Brandy / Cognac

Brandies Cognacs

Port

Ports

Documents

Beverage Learner Guide · Beverage Learner Guide LIVE THE GAME Page 4 of 22 Happy Hour Happy hour features are found in specific stores and regions only. Trainer to provide a copy