Mastery of service

The Institute for Mindful Bartending

Presented by:Aisha Sharpe & Dushan Zaric

presents

The Mastery of Service

Monday, March 14, 2011

http://www.slideshare.net/dzaric/mastery-of-service-7251942

Aisha Sharpe

* 15 + years of Experience behind Bars

* Co-Owner of Contemporary Cocktails Inc

* Bartender

* Consultant

* Trainer

* Thinker

* Trend setter

* Magician

aisha@contemporarycocktailsinc.com

Dushan Zaric* 18 + years of Experience behind Bars

* Co-Owner of Employees Only and Macao Trading Co NYC

* Principal Bartender

* Consultant

* Author

* Trainer

* Thinker

* Trend setter

* Magician

dushanzaric@gmail.com

“Service is the technical delivery of a product. Hospitality is how the delivery of that product

makes its recipient feel. Service is a monologue-we decide how we want to do things and set our own standards for service. Hospitality, on the other

hand is a dialogue. To be on a guest’s side requires listening to that person with every sense, and

following up with a thoughtful, gracious, appropriate response. It takes both great service

and great hospitality to rise to the top.”

Danny Meyer – Setting the Table

Who is the Bartender?

What are his/her aims?

What is the Bartender really selling?

MIXOLOGIST

SAGE ROCK STAR

CONFIDENCE

The Bartender

A Balanced union of three equally developed partsMonday, March 14, 2011

The Mixologist

“Walking drink encyclopedia”

The Rock Star

“ Paaaartieeee!”

The Sage

“Pay attention to the intention!”

STABILITY

CLARITY INTENSITY

CONTENTMENT

The Bartender

A Balanced union of three equally developed partsMonday, March 14, 2011

Contentment:

–noun

1. the state of being contented; satisfaction; ease of mind.2. Archaic . the act of making contentedly satisfied.

— adj

1. mentally or emotionally satisfied with things as they are 2. assenting to or willing to accept circumstances, a proposed course of action, etc

“It all depends on how we look at things, and not how they are in themselves” –

Carl Gustav Jung

Every impression we receive is affecting us

subjectively!

Remember - You never know who is sitting in front of

you...

3 Main Objectives for every Bartender

FILL ME!!!

First Second

Third and MOST Important!

Customers leave HAPPY

“Your most important job as a bartender is to think about how you can make a cocktail that the guest will think is great. Never forget this. This is fundamental if you want to master the way of the cocktail”. - Master Kazuo Uyeda, Cocktail Techniques

Step 1:

Realizing the importance of proper Service attitude

Step 1:

Realizing the importance of proper Service attitude

Step 2:

Visualizing oneself as the perfect professional and example to others

Step 2:

Visualizing oneself as the perfect professional and example to others

Step 3:

Building the Working Character: Becoming the Vision

Re-Identify !

Let’s do an exercise...

Remember and describe a night within the last 6 months when you were in the “zone”, in a state of mindful bartending.

1) What were your thoughts of?

2) How did you feel emotionally and what sensations were present?

3) How did you feel physically and how did your body move throughout the night?

Reality of the Situation

I I I I I I I I I I

Me as I think I am Me as I really am

Me as I think I am

Y’all don’t know me!

Me as I really am…

Or… actually, it’s more like

How do we confirm this for

ourselves?

Usually it’s:

ME OBSERVINGOBJECT

orPHENOMENON

OBSERVATION

But, the Trick is:

Self-Observation

ME OBSERVING SELF &

OBJECTor

PHENOMENON

AT THE SAME TIME !

Or, more simply…

Me, working…

Me, remembering to watch myself…

Me, beginning to witness, inviting clarity…

Me, Witnessing (observing) Self, While Working…

The Marble Exercise

Remember

* Impermanence

* Lineage

Mechanics of “Attention”

Good night’s rest….

… Charges our batteries ….

… and our Energy or “Force” flows easy, Providing nourishment.

Our Attention is therefore free, not constricted and easily directed.Monday, March 14, 2011

… In the Morning, I start my day…

… the News suck…I get “involved”, “identified”, “excited”, . . .

Clog of negativity

Attention is captured

Life Force, Energy, ...Monday, March 14, 2011

… Then a phone call from work …

“ the other Bartender is sick. Can you work a double today?”

… sure, I say yes. But inside I am not happy…What about my plans? Did he HAVE to get sick today??? Poor me…

Blah, Blah, Blah…

More clogs of negativity

Traffic sucks too…

The President is in town. I am going to be late for work…

More and more clogs of negativity

… Finally, at work instead of

… I feel like…Monday, March 14, 2011

… I am shoveling coal all night…

…and then I look for remedy

in the wrong place…

… and very soon, it’s the usual terror of the situation!

And at the end of the night…

Sad…

Can I change this?

Yes! Easy…

… In the Morning, I start my day…

…I enjoy my coffee and juice. I focus on the positive. I don’t let my self get captured. The News is always the same…it is always bad…that is what they are selling.

… Then a phone call from work …

“ the other Bartender is sick. Can you work a

double today?”

Sure. I’ll be there. “Oh Well…Poor Steve with a flu. Too bad I need to cancel my plans for the night. But Steve is

in trouble and he needs me to help him out”.

Traffic is jammed…

The President is in town. It seems that I’ll be late for work, there isn’t much I can do about it…I better call

and let them know.

… Finally, at work,

I Rock…Monday, March 14, 2011

… and Roll…

I am not emotionally identified, and hence not prone to drama…

I am observing myself in Real-Time.

Mindfulness arises as a consequence.

Taking the suffering and imagination away.

My Attention is free and I focus it outwardly on

Serviceand inwardly on

Clarity, Stability & Intensity!

And so…by the End of the Night…

… And

… my battery is Full !

How will this affect me in

reality?

1) My life in general will get better for I will be more aware of myself and

other people.

2) My hospitality and service will enhance naturally as a

consequence of my understanding.

3) The quality of my cocktails will increase since I will be aware of myself

when I am making them!

Really?

Really!

Let’s do an experiment

1 1/4 ounces (37 ml) Plymouth Gin

1 1/4 ounces (37 ml) Campari

1 1/4 ounces (37 ml) Sweet (Italian)

vermouth

1 orange twist, for garnish

DirectionsPour all ingredients into a mixing glass. Add large cold ice and stir for 40 revolutions. Strain into a chilled cocktail glass. Garnish with orange twist.

Negroni

How and Why is this happening?

Distilled Spirits contain between 50-60% Water

Fresh squeezed Juices, Syrups, Tonics & Cordials

between 70-85% Water

Plus dilution from a healthy shake or a proper stir

Means that a cocktail is almost 80% water!

Can my mood, the quality of my inner state, my mindfulness, influence the water

molecules?

Masaru Emoto claims that it can.

“Gratitude”

“Love”Monday, March 14, 2011

“Compassion”Monday, March 14, 2011

“Peace”

“Anger”Monday, March 14, 2011

“Hate” Thoughts of murder

“Of course it matters in what kind of mood I am

when I enter the distillery”. – Miles Karakasevic, 12th

generation Master Distiller, Domaine Charbay

Remember Grandma’s cooking?

With her cooking she wanted to please you. Your happiness

was her only goal.

That’s why it tasted so good. It was loaded with a special

ingredient…

… [Fill in the Blank] …

CONCLUSION

WHETHER YOU JIGGER OR FREE POUR…

LEARN TO POUR A PART OF YOURSELF INTO YOUR

COCKTAILS.

Otherwise, a machine could make far better drinks then us…and we’ll never

admit that, will we?

Mastery of service

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