Training Manual

Serving Wine Correctly

Contents

Trainee Information 3

Certificate of Completion 4

Introduction 5

Presenting the Wine List 6

Taking the Customer Order for Wine 7

Dealing with Customer Questions / Queries 7

Serving Wine to the Customer – Restaurant Service 8

Serving Wine to the Customer – Bar Service 8

Opening a Bottle of Wine 9

Opening a Bottle of Champagne / Sparkling Wine 9

Wine Temperatures 10 -11

Self Assessment Test 12

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Training Manual

Serving Wine Correctly

This Manual is designed to provide you, the employee, with a full knowledge of how to serve wine correctly. It will show you the procedures employed when serving wine in a restaurant environment and also behind the bar, how to open a bottle of wine or champagne and other procedures associated with wine service.

Trainee Information

Name: ____________________________________________

Manager: ____________________________________________

TrainingCommenced: ______ / ______ / ______ (DD/MM/YYYY)

TrainingCompleted: ______ / ______ / ______ (DD/MM/YYYY)

AssessmentCompleted: ______ / ______ / ______ (DD/MM/YYYY)

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Certificate of Completion

I _______________________ (Manager/Supervisor) hereby certify that

_______________________ (Employee Name) has successfully completed

their training in “Serving Wine Correctly” and is fully qualified under the

requirements of the establishment in which they are employed herewith.

____________________________________(Signature of Manager/Supervisor)

____________________________________Date

____________________________________(Signature of Trainee)

____________________________________Date

Congratulations!

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Introduction

When serving wine in a restaurant environment, there are certain procedures which need to be followed at all times. This manual will take you through commonly used terms for the service of wine, and the correct procedures to follow when serving a bottle of wine.

By following the procedures set out in this manual, you will ensure that the customer receives the highest standard of service. By exceeding the customer’s expectations you will also find your job will become more enjoyable and you the service of wine will become second nature to you.

Remember, as with all jobs in the service industry, it is all about presentation and giving the customer a memorable experience.

So, let’s begin...

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Presenting the Wine List

Once all the customers are seated at the table in the restaurant, you should present the wine list to the host. By following the procedures listed, you will ensure that the customer is satisfied with their choice of wine for the evening.

Open the wine list at the first page and present it to the host. For ease of presentation place the list in your right hand, holding the spine at the top between your thumb and first two fingers.

Present the wine list by stating “Excuse me sir/madam, the wine list”.

If there are any wines not in stock, state this immediately, before the host has time to enquire.

Leave the host to study the wine list for about 5 minutes. Keep an eye on the table, watching the movements of the host to see if they have closed the wine list. This is usually a good signal that they are ready to order.

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Taking the Customer Order for Wine

When you are sure that a customer is ready to order you must approach the table ready to take the order and also prepared to answer any questions the host may have with regard to the wines on offer.

Approach the host and stand to their right hand side, ready to take the order.

When you have taken the order and written it down, repeat it back to the customer to ensure that you have taken the correct details. Remember, interaction with the customer will make service easier, so make comments such as “good choice sir” and such like.

Write down the order clearly, noting the table number and the name or number of the wine is clearly visible.

Remove the wine list from the table at this point.

Proceed to the bar to request the wine, or collect the wine from the storage room if required.

Dealing with Customer Questions / Queries

When serving wine, a customer will expect you to have a general knowledge about what you are serving, so make yourself aware of the wines you serve and what dishes they accompany. When answering any questions, there are some simple points to follow:

If a customer asks a question that you don’t know the answer to, inform the customer that you will find out for them and return.

Always give the customer your undivided attention.

Do not laugh at the customer, no matter how silly the question may seem.

If in doubt, return to your manager / supervisor for assistance, who will assist you with any questions a customer may have.

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Serving Wine to the Customer – Restaurant Service

The following is the correct procedure with which to serve wine. Follow these simple steps each time you serve a customer, and you will never fail in giving excellent service.

Every bottle served must be tasted by the host, so they can give their approval before it is poured amongst the rest of the guests. Present the bottle in your right hand, ensuring that the label is visible to the host.

Pour a small amount of wine into the host’s glass to allow them to taste.

Do not allow the bottle, ever, to touch the rim of the wine glass. Quick Tip: Turn the bottle slightly after pouring to prevent the wine

spilling on the table. Wait for the host to approve the wine before pouring the wine for the

guests. The host should be the last person to have their glass filled. Always fill the glass of the lady seated to the right of the host first,

and then move around the table filling all the ladies’ glasses. Once all the ladies have been served continue around the table to serve all the men. Remember, fill the host’s glass last.

Once everyone is served, place the wine in its correct position. White wine/sparkling/rose is placed in an ice bucket and positioned preferably to the right of the host. Drape a white waiter’s cloth over the ice bucket. Red wine is always placed on the table, facing the host.

Serving Wine to the Customer – Bar Service If you are serving customers who are seated at the bar, the procedure

for tasting is the same as above, except you will be positioned in front of the customer when serving.

Place the ice bucket on the bar, in front of the customer. As before, drape a white waiter’s cloth over the ice bucket. Red wine should be placed in front of the customer.

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Opening a Bottle of Wine

Holding the bottle by the neck in your left hand, with the label facing the customer, carefully cut the foil below the lip of the bottle with the blade on your cork screw and remove the foil.

Insert the cork screw into the cork, carefully extracting the cork. Ensure that you have your waiters cloth draped over your forearm so

as you can wipe the neck of the bottle.

Opening a Bottle of Champagne / Sparkling Wine

Remove the foil around the top of the bottle. Carefully unwind the wire restraint keeping your waiters cloth tightly

on top (with about 1 in 20 bottles the cork is released as soon as the wire is released, be careful).

Point the bottle away from anyone sitting near by. Holding the base of the bottle, hold the cork (in your left hand) and

gently twist the base of the bottle with your right hand. You will feel the cork starting to lift up. Keep pressure on the cork, you will hear a gentle “pliff” as the cork

eases out. There should be no “Pop” Pour immediately into chilled glasses using the same service

procedures as when serving wine, ie; let the host taste first, ladies and then the gents and always the host last.

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Wine Temperatures

It is extremely important to serve wine at the correct temperature. By using the table below, you can be sure that the wine you are serving is at the perfect temperature.

Wine Style Examples Suggested Temperature

Champagne    Simple      Champagne

Cava, Cremants, non-vintage champagne

4-7°C (39-45°F)

    Sweet Champagne Sweet champagne, Moscato d'Asti

4-7°C (39-45°F)

    Finest Champagne Vintage champagne luxury cuvees

6-8°C (43-46°F)

White Wines    Sweet White Wines Anjou blanc, German QbAs,

Loupiac, Muscats6-8°C

(43-46°F)    Crisp, Dry Wines Muscadet, Sancerre,

Alsace, Italian6-8°C

(43-46°F)    Complex Dry Wines Burgundy, Graves,

Chardonnays, Rioja9-11°C

(48-52°F)    Medium-Sweet German Spatlese, Auslese,

New World Rieslings10-12°C

(50-54°F)    Finest Sweet Wines Classed Sauternes, Late-

Harvest Wines11-13°C

(52-55°F)    Finest Dry Wines Mature Burgundies, The

best New Chardonnays10-12°C

(50-54°F)

Rosé Wines    Classical Wines Simpler Rosés should be

coldest6-8°C

(43-46°F)

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Red Wines    Young, Fresh     Wines

Young Loire, Beaujolais, Côtes du Rhône

10-12°C (50-54°F)

    New Vintages Bordeaux, New World Cabernet Sauvignon

14-15°C (57-59°F)

    Mature Vintages New World Pinot Noir Italian and Spanish

16-17°C (61-63°F)

    Mature Fine Wines New World Cabernets, Rhône Wines

17-18°C

(63-64°F)

Fortified Wines    Dry Fino Sherry and New World

Port Wine9-11°C

(48-52°F)    Medium Bodied Amontillado Sherry,

Madeira Wine, White Port10-12°C

(50-54°F)    Sweet Vintage Port, Tawny,

Amontillado, Madeira Wine16-18°C

(61-64°F)

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SELF ASSESSMENT TEST

The following test is designed to assist you in remembering all the things you have learnt in this Training Manual.

1. What are the correct procedures for presenting a wine list?_________________________________________________________________________________________________________________________________________________________________________________________________________

2. What is the correct way to open a bottle of wine?_________________________________________________________________________________________________________________________________________________________________________________________________________

3. What is one of the important points to remember when dealing with customer questions / queries?

_________________________________________________________________________________________________________________________________________________________________________________________________________

4. At what temperature should a young, fresh red wine be served?_________________________________________________________________________________________________________________________________________________________________________________________________________

5. What is the correct procedure for ‘serving’ a bottle of wine in a restaurant?

_________________________________________________________________________________________________________________________________________________________________________________________________________

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