Standard Operating Procedures (SOPs) Training Guide
GREENPORT ARBORS Hard Cider Tasting Room
Prepared by: Laena McCarthy
Date: January 2019
Table of Contents
Introduction
Tasting Room Setup & Opening Procedures
Customer Service & Guest Experience
Cider Tasting Procedures
Safety & Compliance
Closing & Cleanup Procedures
Handling Special Events & Private Tastings
Emergency Protocols
Quality Control & Inventory Management
Employee Conduct & Dress Code
1. Introduction
Welcome to the Hard Cider Tasting Room SOPs Training Guide. This guide outlines the best practices and procedures for operating a high-quality, welcoming, and safe cider tasting experience. All employees must follow these procedures to maintain consistency, safety, and outstanding customer service.
2. Tasting Room Setup & Opening Procedures
Arrival & Pre-Opening Checklist:
Clock in and check the daily schedule for assignments.
Ensure the tasting room is clean, organized, and properly stocked.
Set up tables, chairs, and bar area as per the layout plan.
Inspect and clean glassware; ensure no chips or cracks.
Stock cider menu, tasting notes, and pricing sheets.
Conduct a cider inventory check and restock kegs/bottles as needed.
Verify POS system functionality and confirm cash drawer is balanced.
3. Customer Service & Guest Experience
Greet guests warmly upon arrival and introduce them to the tasting process.
Provide an overview of available ciders, highlighting seasonal and flagship varieties.
Answer questions about production methods, flavors, and cider pairings.
Encourage responsible consumption and monitor guest behavior.
Offer recommendations based on guest preferences.
Provide a seamless checkout experience with clear pricing and payment options.
4. Cider Tasting Procedures
Standard Tasting Flight Service:
Present guests with a cider flight menu.
Pour 2-3 oz samples per selection into clean tasting glasses.
Provide a brief description of each cider (e.g., origin, flavor notes, ABV, pairing suggestions).
Encourage guests to cleanse their palate with water or crackers between samples.
Engage guests with tasting prompts (e.g., “What flavors do you notice?”).
Sanitation & Handling:
Use clean glassware for each new tasting flight.
Wipe down tasting surfaces and ensure cleanliness at all times.
Follow state alcohol service laws to prevent over-serving.
5. Safety & Compliance
Adhere to local and state alcohol regulations.
Check IDs to verify legal drinking age (21+ in the U.S.).
Maintain proper sanitation practices for serving and cleaning.
Be aware of guest intoxication levels and follow responsible serving guidelines.
Follow food safety protocols if snacks or pairings are offered.
6. Closing & Cleanup Procedures
Wipe down and sanitize tables, bar surfaces, and restrooms.
Wash and store all glassware properly.
Restock cider inventory and update stock levels in the system.
Secure cash drawer and complete end-of-day sales reports.
Take out trash and ensure the facility is clean for the next shift.
Check for lost and found items.
Clock out and note any maintenance or stock issues.
7. Handling Special Events & Private Tastings
Review event schedule and confirm guest reservations.
Set up designated tasting stations for group events.
Provide personalized cider education and guided tastings.
Offer package deals or limited-edition ciders for private groups.
Coordinate with management for special catering or food pairings.
8. Emergency Protocols
First Aid: Know the location of first aid kits and report injuries immediately.
Fire Safety: Familiarize yourself with emergency exits and fire extinguishers.
Guest Incidents: Report intoxicated or disruptive guests to management.
Power Outage: Secure glassware and use battery-powered lighting if needed.
Natural Disasters: Follow facility evacuation procedures.
9. Quality Control & Inventory Management
Conduct daily temperature checks of cider storage units.
Monitor expiration dates and batch numbers for freshness.
Log any waste or spills to maintain accurate inventory.
Rotate stock to ensure first-in, first-out (FIFO) usage.
Work with management for restocking and vendor orders.
10. Employee Conduct & Dress Code
Maintain a professional and friendly demeanor at all times.
Wear clean and appropriate attire (e.g., branded shirt, closed-toe shoes).
Follow hygiene and grooming standards for a clean presentation.
No consumption of alcohol during working hours.
Treat all guests and coworkers with respect and inclusivity.
Conclusion
By following these SOPs, employees ensure a safe, enjoyable, and professional cider tasting experience. Continuous training and adherence to these guidelines help build the brand’s reputation and customer loyalty.
For any questions or clarifications, please consult the Tasting Room Manager or Training Supervisor.
Acknowledgment I have read and understand the Standard Operating Procedures outlined in this guide. I agree to follow these protocols while working at the Hard Cider Tasting Room.
Employee Name: ____________________
Date: ____________________
Manager Signature: ____________________