◈Beyond house rules and regulations, every professional sommelier holds to certain unchanging standards of conduct. The sommelier sets the example — in grooming, composure, communication and care — and must remain calm and competent when complaints, difficulties or emergencies arise.
From the book
Real Pages From This Chapter
The essentials of correct behaviour
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Why this chapter matters
What You’ll Learn
Carry yourself as the guardian of standards — moving with confidence, composure and good posture, setting the example.
Apply the hygiene checklist examiners and employers expect: clean hands, short nails, hair tied back, never touch glasses by the rim.
Defuse difficult situations — complaints, intoxicated guests, illness, accidents — calmly, politely and firmly, recording every incident.
Communicate within a team the right way: pass information correctly and correct colleagues privately, never by humiliation.
◈ For your CMS exam
Must-Know Facts
It is an offence to serve a visibly intoxicated customer; refuse politely but firmly and offer water or a soft drink.
Food must be kept at least 450mm (18in) above the ground unless in a sealed container.
Fire: sound the alarm, evacuate, close windows and doors, and tackle the fire only if it can be contained safely.
Always record complaints and incidents so they can be reviewed and avoided in future.
What This Chapter Covers
01
Correct behaviour
02
Hygiene
03
Teamwork & communication
04
Greeting & departure
05
Complaints & difficult situations
06
Safety & emergencies
Key Points
01
The sommelier is the guardian of standards, leading by quiet example rather than barking orders; when wrong, far better to apologise and learn than to bluff.
02
High personal and professional hygiene is a prerequisite — including avoiding strong perfumes that distort food and wine aromas.
03
Service is a team effort built on clear communication; correct a colleague privately and constructively, never by humiliation, and be generous with praise.
04
Difficult guests and complaints demand an even temper and a sincere apology; all complaints are recorded so they can be avoided in future.
05
Emergencies — fire, illness, accident, theft — follow set house procedures, handled calmly, discreetly and recorded for management.
“On no account let the guest provoke you; they may not be in control, but you are.
◈ Sommelier · Chapter 8
◈ Value for the Sommelier
This chapter defines the professionalism that separates a true sommelier from a mere server. Wine knowledge means little without composure, integrity and care for the guest. By setting the example in conduct and grace under pressure, the sommelier protects both the guest’s experience and the establishment’s reputation — embodying the Court’s pillars of integrity, hospitality and humility.
