Mastery of service

The Institute for Mindful Bartending
presents

The Mastery of Service
Presented by:
Aisha Sharpe & Dushan Zaric 1

Monday, March 14, 2011

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

2


Aisha Sharpe
* 15 + years of Experience behind Bars

* Co-Owner of Contemporary Cocktails Inc

* Bartender

* Consultant

* Trainer

* Thinker

* Trend setter

* Magician

aisha@contemporarycocktailsinc.com

3


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
4


“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

5


Who is the Bartender?

What are his/her aims?

What is the Bartender really selling?

6


The Bartender
MIXOLOGIST

CONFIDENCE

SAGE ROCK STAR

7
A Balanced union of three equally developed parts

The Mixologist

“Walking drink encyclopedia”


The Rock Star

“ Paaaartieeee!”

The Sage

“Pay attention to the intention!”


The Bartender
STABILITY

CONTENTMENT

CLARITY INTENSITY

11
7
A Balanced union of three equally developed parts

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

12


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

13


Every impression we
receive is affecting us
subjectively!

14


Remember - You never know
who is sitting in front of
you...

18


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

21


Step 1:
Realizing the importance of proper Service attitude


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...

27


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?

28


Reality of the
Situation


Me as I think I am Me as I really am
I I I I I I I I I I

I I I I I I I I I I

I I

I
I

I
I

I
I

I
I

I
I

I
I

I
I

I
I

I
I

I

I I I I I I I I I I

I I I I I I I I I I


Y’all don’t know me!

Me as I think I am

Me as I really am…

Or… actually,
it’s more like
this:


How do we
conﬁrm this for
ourselves?


Usually it’s:

OBSERVATION

OBJECT
ME OBSERVING or
PHENOMENON


But, the Trick is:

Self-Observation


OBJECT
or
ME OBSERVING SELF & 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

46


Mechanics of
“Attention”


Good night’s rest….
Z
Z Z


… Charges our batteries ….


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

Our Attention is therefore free, not constricted and easily directed.

… In the Morning, I start my day…

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


Clog of negativity


Attention is captured

Life Force, Energy, ...

… 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

OR…

… I feel like…

… 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…

… 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

Service
and inwardly on

Clarity, Stability & Intensity!
87


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
…

Negroni
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

Directions
Pour 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.


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?

H2O


Masaru Emoto claims
that it can.


“Gratitude”

“Love”

“Compassion”

“Peace”


“Anger”

“Hate” Thoughts of
murder

“Of course it matters in
what kind of mood I am
when I enter the
distillery”. – Miles
Karakasevic, 12 th

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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