The following article is brought to you by Coors Brewers.There is much talk in the industry about falling standards in pubs, and the need to improve the quality of the experience for consumers. Is it an easy task? As any good licensee will tell you, no, it isn't.Quality within a pub environment incorporates a whole host of factors from the atmosphere, range and quality of drinks to cleanliness of the toilets. This article will focus on the ways to improve the quality of the actual drinking experience by way of serve, and other areas will be covered later in the year.So what is meant by "the quality of serve"?
Basically, if you were served one of these pints which one would you want?Achieving the perfect pint isn't as simple as it might seem, and there are a whole series of reasons why your customers might leave feeling less than satisfied.
Good beer starts in the cellar so it is essential to insist on high levels of cleanliness and hygiene.Why? - Wild yeast and bacteria thrive in dirty cellars. Both of these can be the cause of fobbing, wastage and reduced yields. Not only that, but as beer is classed as food, contamination due to poor hygiene standards is illegal.It is imperative that the cellar temperature is maintained at 10-13oCWhy? Temperature too low:
- In cask beer the yeast will ferment too slowly and the product will be dispensed flat
- In keg beer too much Carbon Dioxide can be absorbed resulting in fobbing
Temperature too high:
- In cask beer the yeast ferments too quickly giving rise to fobbing
- In keg beer the Carbon Dioxide escapes, also giving rise to fobbing
Beer lines should be cleaned weeklyYeast and other deposits that can ruin the quality and contaminate the beer will build up in the lines.All equipment at the point of dispense should be correct and cleanOrifice plates (the removable plate at the end of the dispense nozzle) are different according to the product being served - the wrong plate can alter the quality of the pour.Glasses - these should be cold, dry and properly cleaned. Dirty glasses are unappetising but also, would you want a cold refreshing pint in a hot glass?Staff should be properly trainedWhy? - While the quality of the beer being poured into the glass is essential, it is the person serving it who has the most effect on customers the other side of the bar. Barstaff can make the difference between getting new customers and keeping them!Case study: Sue & Gary Haynes, the Thornhill Arms, RushtonSue & Gary Haynes from the Thornhill Arms in Rushton, near Kettering have put a great deal of effort in to providing a quality pub experience for their customers."In our experience, providing a great pint is crucial to the success of our business. This isn't just about cleaning lines once a week and maintaining high all round hygiene standards. It's just as much about creating a quality environment through our barstaff. "We do this by continually coaching our team, and they know we will pitch in and help where necessary. At the end of the day - our customers get quality pints served in quality manner." The dos and don'tsCellar DO
- Clean weekly
- Clean up any spillages immediately
- Thoroughly clean and dry any dispense equipment not in use (eg cask taps) and store in hygienic conditions
- Clean lines weekly
- Use container sizes which ensure a three-day turnover
DON'T
- Use strong smelling disinfectants to clean the floor
- Store perishable foods in the cellar
- Store disinfectant or strong smelling substances in the cellar
- Smoke in the cellar
- Leave cask taps soaking in stagnant water
- Allow dogs or any other animals into the cellar
Cellar temperatureDO
- Check daily
- Employ refrigeration specialists to properly maintain your cellar cooling plant
- Allow beer 72 hours to reach cellar temperature after delivery
- Suspend thermometer out of direct air flow, somewhere it will not be damaged and easily checked
DON'T
- Turn cooling off to save money ? you will lose more through wastage and fobbing
- Prop open the cellar door
- Install any heat generating equipment, such as a freezer or ice-maker in the cellar
- Stack cases or boxes around the unit - this will impair air-flow
DispenseDO
- Keep dispense area thoroughly cleaned
- Ensure you have the correct orifice plate for each product
- Use clean, cold, dry glasses
DON'T
- Use domestic washing up liquid in the glass washer
BarstaffDO
- Impress upon staff the importance of clean, cold sparkling glassware
- Coach staff about the various beers and lagers on sale
- Encourage them to use the right branded glass for each product
- Foster a team spirit amongst your staff
- Set aside time for coaching
- Encourage staff to chat to customers and recommend products
DON'T
- Expect them to know what to do, or how to pour a pint