Joiners

Service & Beverage

Orientation
Human Resources Training
Joiners Service & Beverage
Orientation
Fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Beverage Knowledge. . . . . . . . . . . . . . . . . . . . . . 12
Advanced Beverage Knowledge . . . . . . . . . . . . 2 0
Cocktail Abbreviations . . . . . . . . . . . . . . . . . . . . . 2 6
Table of
contents
Joiners
Service & Beverage
- FUNDAMENTALS
The Five Steps of Successful Service
1. Preparations before enteringthe work environment:
Wash your hands often with warmwater andsoap. Always wash your hands after using
the toilet, smokinga cigarette, or after eating.
Always be on time for work. Being on time means being at your workplace ahead of
your scheduledstart time.
Shower andbe fresh. Be certain your uniformis clean andorderly.
2. Greetingthe passengers andcreatingthe Moment of Truth:
Passengers should feel welcomed with a sincere greeting. The server should smile,
make eye-contact, adopt a friendly manner and tone of voice, and greet them
accordingly.
3. Takingthe order:
Write down the food/drink order. Special requests are notedandthe order is repeated
to ensure accuracy.
Listen carefully to what the person is sayingandmaintain eye contact.
4. Service duringthe diningexperience
Never eat or chew gum during service. Do not touch your hair or put your hands
in your pockets.
Servingfoodanddrinks shouldbe done fromthe right with the right hand. If this is not
physically possible then serve fromthe left with the left hand.
Condiments andsauces are servedfromthe left.
The service staff should be careful his/her fingers do not touch the food or the top
rim of the plate.
Service should begin with the ladies first, followed by the gentlemen. Higher ranking
officers should be served before the lower ranking officers. If there is a host, then the
host is always servedlast.
Reset the appropriate flatware, if more than one dish is beingserved.
The plates must be positioned correctly with the main item (fish, meat, etc.) directly in
front of the passenger (six oclock).
Introduce the main itemas you place it on the table.
The service staff and his/her supervisor should be available if there are any
questions or concerns.
Every itemthat is not necessary tobeonthetable(plates, glasses, andflatware) should
be removed.
When removingplates andflatware fromthe tables, place all cutlery on one plate only,
andpile upthe plates in order to carry themto your station.
Dessert andcoffee shouldalways be suggestedafter the main course is complete.
5. Other reminders to ensure quality of service:
Reset tables quickly so officers can sit at a clean table.
The area shouldremain clean andfree of any garbage, spilledfood, etc.
Every effort in following the Public Health should be made by the service staff and
the entire team.
FUNDAMENTALS
Joiners Service & Beverage | page 13
Table Service Equipment
The term Mis en Place is defined as everything in place. When you mis en place a
table, you are preparing it for the passenger. This may be necessary when you set a table,
deliver the flatware, or prepare your station for service.
Flatware
When delivering flatware to the table, use a plate with a napkin underneath the cutlery.
If the flatware is to be placed on the left side, place it on the table from the left
side of the passenger. The same applies with the right side.
Never cross in front of the passenger and place the cutlery on the opposite side.
FORKS
All forks are to be placed on the left side of the table
setting, regardless of their use.
COCKTAIL FORK smallest fork used for Always
Available shrimpcocktail, escargot, andentrees such
as lobster and crab
APPETIZER FORK used for salads, appetizers
requiring a fork, cheese plates, and desserts
FISH FORK uniquely shaped, designed for fish
entrees only
DINNER FORK largest fork, intended to accompany all other entrees and pastas
KNIVES
All knives are to be placed on the right side of the
table setting facing the left direction, regardless of
their use.
BUTTER KNIFE smallest knife designed to spread
butter or condiment; placed on the side plate, left
side of the table setting. It also faces left direction.
APPETIZER KNIFE used for items such as salads,
all appetizers requiring a knife and cheese plates
FISH KNIFE uniquely shaped knife designed for fish entrees only
DINNER KNIFE largest knife, intended to accompany all other entrees except red
meat and pastas that do not require a knife
STEAK KNIFE used specifically for red meat entrees; can be placed on the table with
certain pork and fish entrees
FUNDAMENTALS
Joiners Service & Beverage | page 14
SPOONS
All spoons are to be placed on the right side of the
table setting, regardless of their use.*
ESPRESSO SPOON the smallest spoon, intended
to accompany espresso coffees; placed on a saucer
with the espresso cup
TEASPOON a small spoon that has several uses;
may accompany tea and coffee and is placed on the
saucer; can also be used for fruit appetizers, ice
cream, and sorbet
SOUP SPOON has only one purpose to accompany soups
PASTA SPOON the largest spoon accompanies pastas and desserts that require a
spoon. It is placed on the left side of the table when with pastas.
Plate ware
All plate ware are to be delivered to the table and cleared from the right side of the
passenger. Safely deliver the food to the table using a cloth napkin in your hand and
inform the passenger if the plate/bowl is hot in temperature.
DINNER PLATE largest plate intended to accompany entrees only
APPETIZER PLATE slightly smaller plate that has several purposes; used for cold and
hot appetizers, cheeses, and desserts
UNDER LINER PLATE small plate that is placed under the saucer with the soup
SIDE PLATE evensmaller platethat is placedonthetablewherethebreadis placedupon
SAUCER samesizeas thesideplatebut has anindent for soupbowls andcoffee/teacups
PASTA BOWL largest bowl designed for pasta entrees only
SOUP BOWL a small bowl with handles used for hot soup
SALAD BOWL smaller wide bowl that is exclusively for salads and chilled soups
FRUIT BOWL small, deep bowl exclusively for breakfast items such as fruits and cereals
SILVER BOWL chilled, small metallic bowl used for ice cream and sorbet
FUNDAMENTALS
Joiners Service & Beverage | page 15
Glassware
All beverages are to be poured from the
right side of the passenger. You may remove
the water glass and coffee/tea cup from the
table as you pour the beverage. Wine
glasses are to remain on the table as you
pour the wine.
WINE GLASS a small round glass that has
a stem; used for both red and white wine
WATER GLASS slightly larger than the wine glass; water, juices, or any other chilled
non-alcoholic beverages can be poured into it
CUP small, round and has a handle; designed for hot beverages such as tea and coffee
Handling of Flatware, Glassware & Plate ware
All flatware and glasses are placed on the table and cleared using a tray.
Handling of plate ware involves using a cloth napkin.
All glassware should be held by the stem or the bottom, never with the fingers on
top or inside the glass.
The flatware is touched by the handle only.
The glasses should be polished, clean, and free of cracks.
The officers have the appropriate flatware and glasses at the table before the food
and beverage arrives.
Every effort should be made to keep the flatware, glasses, and plates clean.
Beverage Trays
The Service staff will be required to carry his/her tray while working on the open
decks and while delivering beverages. The tray must be carried in an elevated
position, placedflat on the hand, not restingagainst the waist or carriedby the side.
All cocktail trays must be kept clean with absolutely no writing. Cocktail trays must
never be left on tables, chairs or bar counters.
Cocktail trays will be usedfor serving, carrying, andclearingof all items at all times.
Glasses must never be carried by hand to the table. A complete cocktail tray set-
up includes cocktail napkins, bar checks, ashtrays, pens, check and corkscrew.
FUNDAMENTALS
Joiners Service & Beverage | page 16
Joiners
Service & Beverage
- Beverage Knowledge
Wine Service
Wine service is an important part of the dining experience and a professional, skillful
approach is required by the staff. The beverage operations in all food areas are the
responsibility of the Head Waiters under the supervision of the Maitre d Hotel and
Sommelier.
In order to generate sales, wine, beverages and mineral water must always be offered to
passengers prior to filling the glasses with regular ice water. With the integration of food
and wine service, these are the guidelines to follow:
Dining Room Staff must introduce themselves as per standard dining room
procedures.
The wine and beverage order must be taken prior to the food order, unless
passenger indicates/wishes otherwise.
Wine and beverages should be served before or at the latest with the appetizers.
It is important for the Waiters to understand that it is their prime responsibility to
make the sale and take the beverage orders.
It is the Service Staffs responsibility to collect the beverage orders fromthe dining
room bar/wine pantry and to deliver them promptly to each waiter.
Each passenger should be approached for lunch or dinner, assuming that wine or
beverages will be ordered for that particular meal.
It is the Service Staffs responsibility to ensure all ice buckets are filled prior to the
start of service and replenished between sittings.
Wine glasses are to be included in the standard set up of the table for dinner.
SERVING WINES AND CHAMPAGNES
Wine/beverages are served by the Waiter or Junior Waiter from the right side of the
passenger (where possible); naming the beverage to confirm it is the correct one.
While presenting the bottle of wine/champagne with the label facing the host, the Waiter
will name the wine/champagne to confirm that it is the correct one. Only after the host
approves for the wine/champagne to be opened will the Waiter proceed.
Beverage
Knowledge
Joiners Service & Beverage | page 21
Onboard Beverage Promotions
After reading the various promotions you will be familiar
with out featured beverages;
BUCKETS OF BEER ($17): five beers for the price
of four. Becks or Dos Equis, Miller Lite, Coors Light
COFFEE CARD PROGRAM ($24): 15 shots of
espresso (mocha, cappuccino, latte, etc.)
SODA FOUNTAIN PROMOTION ($4.25 per day):
unlimited Coca-Cola, Diet Coke, Sprite, tonic or
Soda water drinks
SIGNATURE COLLECTION ($6.95 per drink):
featured cocktails
TROPICAL DRINK PROMOTION ($7.50): only on
Embarkation day for the sail away party
UKP: $9.00 per day +15%
Coffee Beverages
ESPRESSO: Rich flavor, lingering aroma and caramel-like sweetness. A
properly made fresh shot of espresso forms three layers: the Aromatic
Crema, the Body, and the dark intense heart. Espresso can be enjoyed
alone or as the base of other coffee beverages. A solo is a single shot of
espresso, while a Doppio is a double or two shots of espresso.
CAPPUCCINO: a classic European Coffee drink, and is a sensory delight. Consists of:
A shot of fresh Espresso
Steamed milk
Creamy Foam
Cappuccino is made with less milk and more foamthan a latte. Cappuccino
offers a strong espresso flavor, topped with chocolate powder. A Wet
Cappuccino has more milk and less foam, and a Dry Cappuccino is made
with foamed milk and little or no steamed milk.
CAF LATTE: Made in a similar way to cappuccino, but has more milk.
To layer a Caf Latte:
Pour steamed milk into glass.
Pour espresso slowly over the back of a spoon through the milk.
Top off with foamed milk.
CAF MOCHA: Richly intense combination of flavors. Caf Mocha should be served
layered and well-presented. To layer:
Pour chocolate syrup in bottom of the glass.
Slowly pour steamed milk over the back of a spoon over the
chocolate.
Pour espresso slowly over the back of a spoon through milk.
Top with foamed milk.
Beverage
Knowledge
Joiners Service & Beverage | page 22
FRAPPUCCINO: A creamy blend of espresso, milk and other flavors,
which can be customized to taste. May be served hot or ice.
AMERICANO: A shot of Espresso topped with hot water.
CAF BREVE: Made in the same way as cappuccino, latte or mocha,
but substitutes milk for half & half.
Tea Service
The following standard tea service procedures will be followed by all Service Staff when
servicing orders for tea in the buffet and officer mess.
1. When tea is requested, the Service staff is to offer a choice from Lipton's Premium
EnglishBreakfast, Earl Grey, Darjeeling, Chamomile, China Black, OrangeGardens,
Mint Soother or LemonLanetea, andtoinquirewhether milk or lemonis preferred.
2. The requiredtea bagwill be placedin a china tea/coffee pot with the stringandtag
wrapped once around the handle and then boiling water is added. A cup, saucer,
andteaspoon will be arrangedwith the right handside of the saucer parallel to the
handle of the cup. The tea pot will need to be placed on a side plate.
3. The cup and saucer with a spoon will be placed directly in front of the passenger
with the handle of the cup facing to the right hand side. The teapot will be placed
directly behindthecupandsaucer withthehandleagainfacingtheright handside.
4. If milk is required, full fat milk will be served in a milk jug and placed to the right of
the teapot on the table with the handle facingtheright handside of thepassenger.
5. If lemon is required, two half moon slices of lemon are to be cut to a thickness of
approximately 1/4 inch are to be placed on the saucer on the opposite side to the
teaspoon one slice overlapping the other, rind facing out.
6. The sugar dispenser containingregular, brown, Equal andSweet n' Lowsachets will
be placed on the table to the right of the tea/coffee pot.
Responsible Service of Alcohol
It is the beverage servers responsibility to ensure that the legal minimum drinking age of
21 years old is adhered to at all times by passengers and fellow crew.
For all beverage transactions, the following steps must be complied with at all times. Any
beverage server found to be in breach of the following items, may be liable to disciplinary
action, which may include dismissal.
When taking an order, the passengers IDcard must be collected and swiped through the
POS when placing the order at the bar. No order should be executed without swiping the
passenger ID card.
When taking an order, the passengers IDcard must be visually checked to ensure that the
letter A appears in the bottom right corner of the card. The server must also check that
the card matches the gender of the passenger. If there is any doubt that the bearer of the
card is not the actual owner of the card, secondary ID must be requested.
Beverage
Knowledge
Joiners Service & Beverage | page 23
In any circumstance where the beverage server still has doubt about a passengers age
the beverage server should always ask for secondary identification. Acceptable IDs are a
drivers license, passport, military ID cards. No other forms of ID should be accepted.
Should a beverage server suspect that a passenger of legal drinking age is attempting to
purchase an alcoholic beverage for an underage passenger, the server must request the
ID of both parties involved.
It is against company regulations to serve a person who is intoxicated. Whenever serving
liquor to consenting adults, it is the beverage servers responsibility to look for signs of
intoxication. Such signs are, but not limited to: crude behavior, loud and boisterous
behavior, spilling of drinks, dozing while sitting at bar or table, swaying, complaining
about the strength of the drink, slurred speech.
When refusing alcohol service, obtain agreement from your supervisor or notify security
before refusing service, time and circumstances permitting.
If for some reason you cannot contact your supervisor immediately, ensure they
are contacted as soon as possible afterwards.
Notify the Bartenders/Bar Supervisors in all other locations.
Be polite and avoid arguments.
If appropriate, offer non-alcoholic beverages.
Never call the passenger a "drunk."
Warn them politely if their behavior is inappropriate.
Never raise your voice. Never be persuaded to give them "one last drink" after
you have stated they have had enough.
Once a passenger has been refused alcohol service, it is the responsibility of the
supervisor who received the report to ensure the incident is recorded. The incident must
be recorded in the Service Refusal log book kept in each bar as well as relayed to the First
Purser Admin or Night Manager who will create a focus file on the incident. The First
Purser Administration or Night Manager must also make the necessary notations in the
passengers folio to ensure no further alcoholic beverages can be purchased on that
particular cruise ID card.
Whenever a passenger has been refusedalcohol service, the name andfoliodetails of the
passenger has to be circulated to all bars and all bartenders to ensure the person is not
served alcohol in a different location. It is the responsibility of the Supervisor that received
the initial report to ensure that the personal details are circulated.
Legal drinking age requirements are as follows:
SHIPS OPERATED BY PRINCESS = 21 YEARS OF AGE.
Beverage
Knowledge
Joiners Service & Beverage | page 24
Joiners
Service & Beverage
- Advanced Beverage
Knowledge
Princess Cruises Bar Products
The followinginformation is a guide to the various spirits, liqueurs, beers andwines by the
glass served onboard our vessels. You should be aware of the beverages being served.
With this information, you will be comfortable recommending products and up-selling
premium liquors to our passengers.
WHISKY AND WHISKEY: Whiskey is the usual American spelling, especially for
beverages made in the U.S and Ireland, while Whisky is the spelling for Canadian and
Scotch beverages.
Scotch Whisky (blended)
Dewars
J&B Rare
Johnnie Walker (Red, Black and Blue)
Chivas Regal
Chivas Royal
Glenfiddich
The most popular brands of Canadian Blended Whisky are Crown Royal, Canadian Club
and Seagrams V.O.
BOURBON: Darker than scotch.
Jack Daniels
Jim Beam
Wild Turkey
Southern Comfort
VODKA: Clear spirit sold either plain or flavored.
Absolut
Absolut Citron
Absolut Kurant
Absolut Raspberry
Absolut Vanilla
Sky
Stolichnaya
Grey Goose
GIN: Flavored from juniper berries. English gins are generally more flavorful and
considered superior to American gins.
Beefeater
Tanqueray
Bombay Sapphire
Advanced
Beverage
Knowledge
Joiners Service & Beverage | page 29
RUM: Made from sugar cane juice or molasses. Popular types include:
Bacardi (151 and Limon)
Myers Dark Rum
Captain Morgans Spiced Rum
Cruzan Coconut Rum
TEQUILA: Made from the blue agave plant, which flourishes in Mexico.
Cuervo (1800 Gold and Gold)
Patron (Citronge and Silver)
COGNAC/BRANDY: Best aged up to 50 years.
Courvoisier (V.S.O.P. and Napoleon)
Remy Martin (V.S.O.P. and X.O.)
PORT/SHERRY: Port is a natural, rich, fortified wine made from grapes grown in
Portugal. Sherry is a blended fortified wine produced in Spain.
Sandemans (Ruby Port and 20 Year Old Tawny Port)
Tio Pepe Sherry
Harveys Bristol Cream Sherry
Dry Sack Sherry
APERITIFS: Commonly known as pre-dinner drinks, made in Italy and France.
Campari
Pernod
Pimms No 1
Fernet Branca
Dry Vermouth
Sweet Vermouth
Bianco Vermouth
LIQUEURS: Sweet in flavor; four different kinds - fruits, nuts, dairy, herbs. Liqueurs can be
servedover ice, in a shooter, or combinedwith other spirits. Liqueurs are commonly drunk
after the meal.
Amaretto
Brogans Irish Cream
B & B
Blackberry Brandy
Blue Curacao
Cherry Brandy
Crme de Banana
Crme de Cacao (white and dark)
Chambord
Crme de Cassis
Crme de Menthe (white and green)
Cointreau
Drambuie
Frangelico
Grand Marnier
Jagermeister
Kahlua
Advanced
Beverage
Knowledge
Joiners Service & Beverage | page 30
Melon Liqueur
Peach Schnapps
Peppermint Schnapps
Sambuca
Triple Sec
BEERS: Domestic Beers made in the United States
Budweiser
Bud Light
Miller Genuine Draft/Miller Light
Coors/Coors Light
Michelob
IMPORT BEERS: made in other countries and delivered to the United States
Grolsch
Dos Equis
Bass Ale
Guinness Stout
Fosters
Becks
Stella Artois
Advanced
Beverage
Knowledge
Joiners Service & Beverage | page 31
Joiners
Service & Beverage
- Beverage/ Cocktail
Abbreviations
Liqueur of the Day LOD
Orange Juice OJ
Pineapple Juice PJ
Grapefruit Juice GJ
Tomato Juice TJ
Cranberry Juice CRAN J
Coke CK
Diet Coke DT/CK
Tonic T
Soda S
Ginger Ale GA
Sprite SPR
Diet Sprite D/SPR
Water W
Mixed Drinks
MIXED DRINK ABBREVIATION
Vodka Tonic V/T
Scotch & Water SC/W
Gin & Orange G/OJ
Bacardi Coke BAC/CK
Bourbon & Soda BOUR/S
Canadian Club & Ginger AleCC/GA
Dark Rum & Coke MYERS/CK
Vodka & Sprite V/7
Gin & Tonic G/T
Vodka & Diet Coke V/DT/CK
Martini TINI
Vodka Martini V/TINI
Beverage/
Cocktail
Abbreviations
Joiners Service & Beverage | page 36
Mixed Cocktails
MIXED COCKTAILS ABBREVIATION
Brandy Alexander ALEX
Daiquiri DAQ
Banana Daiquiri BAN DAQ
Strawberry Daiquiri STR DAQ
Grasshopper GRASS
Gimlet (Gin) GIM
Gimlet (Vodka) V/GIM
Manhattan MAN
Old Fashioned O/FASH
Margarita RITA
Screwdriver SCREW
Tom Collins T/COLL
Whiskey Sour W/SOUR
Fuzzy Navel FUZZY
Love Boat LOVE
Berried Treasure B/TRES
Banana Fo Fana FO/FANA
Amaretto Rose AMO/ROSE
Long Island Iced Tea LIIT
Electric Lemonade ELEC/LEM
Pina Colada PINA
Chocolate Banana CHOC/BAN
Rum Punch R/PUNCH
Bloody Mary B/M
Bloody Caeser CAESER
Greyhound GREY
Black Russian B/RUSS
White Russian WHT/RUSS
Singapore Sling SLING
Tequila Sunrise TEQ SUN
Virgin Pina Colada V/PINA
Joiners Service & Beverage | page 35
Common Cocktail Abbreviations
Abbreviations should always be used. If in doubt, write the whole order out. Speed with
abbreviation usage is important, but being able to understand and read abbreviations is vital. The
following abbreviations must be known and learned by all members of the bar personnel.
Beverage/
Cocktail
Abbreviations
ITEM/DESCRIPTION ABBREVIATION
Scotch Whisky (House) SC
Dewars DEW
Cutty Sark CUTTY
J & B JB
Chivas Regal CHIV
Johnnie Walker Red JWRL
Johnnie Walker Black JWBL
Glenfiddich GLEN
Jameson JAMES
Royal Salute ROY SAL
Jim Beam BEAM
Bourbon (House) BOUR
Jack Daniels JD
Wild Turkey TURK
Crown Royal CROWN
Southern Comfort SO CO
Canadian Club CC
Seagrams V.O. VO
Seagrams 7 7
Vodka (House) V
Smirnoff SMIRN
Stolichnaya STOLI
Absolut ABS
Grey Goose Grey.g
Grey Goose Orange Grey.g.o
Gin (House) G
Beefeater BEEF
Tanqueray TANQ
ITEM/DESCRIPTION ABBREVIATION
Bombay BOMB
White Rum W/RUM
Bacardi BAC
Myerss Dark Rum MYERS
Tequila TEQ
Brandy (House) BR
Napoleon Brandy NAP
Courvoisier V.S.O.P. COUR VSOP
Remy Martin REMY
Remy Martin X.O. XO
Dry Vermouth DRY VERM
Sweet Vermouth SWT VERM
Dubonnet DUB
Campari CAMP
Amaretto AMO
Baileys Irish Cream BAIL
Cointreau COIN
Creme De Menthe Green CDMG
Creme De Menthe White CDMW
Drambuie DRAM
Frangelico FRAN
Grand Marnier G/MARN
Kahlua KAH
Tia Maria TIA
Crme De Cacao DarkCR/DE/CAC/DK
Crme De Cacao WhiteCR/DE/CAC/WH
Drink of the Day DOD
Mocktail of the Day MOTD
Wines
WINES ABBREVIATION
House White WW
House Red RW
White Zinfandel WHT/ZINF
Cabernet Sauvignon CAB/SAV
Chardonnay CHARD
Pinot Noir PN
Sauvignon Blanc SAV/BL
Champagne CHAMP
By the Glass (gl) WHT/ZINF
By the Bottle (BTL) CAB SAV SYL
Other Information
OTHER ABBREVIATION
On the Rocks (With Ice) R
Easy Ice ER
Straight Up (No Ice) *
Tall Glass T
Double Measure LGE or DBLE
Virgin (No Alcohol) V
No Glass N
No Salt N/S
Perfect (Equal Amounts Swt & Dry Verm) PER
Sweet SWT
Soda Back S/B
Water Back W/B
Frozen FR
Sport Bottle SP/B
Medium MED
Large MEGA
Beverage/
Cocktail
Abbreviations
Joiners Service & Beverage | page 37
Signature Collection
COCKTAIL ABBREVIATION
Beverly Hills Iced Tea B.H.I.T
Caipirinha CAIP
Mojito MOJO
Passion Daquiri PASS.DAQ
Passionada SIONADA
Raspberry Martini RASP.TINI
Raspberry Fizz RASP.FIZZ
Raspberry Mojito R.MOJO
Ultimate Cooler U.COOL
Watermelon Martini MELON TINI
Passionate Bellini PASS. BELLINI
Rossini ROSSI
Berry Banana B.BANANA
Key West Cooler K.WEST
Peninsula PEN
Tropical Blend T.BLEND
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