- Bartender: Caucasian female with xxxxxxxxxxxxxxxx wearing a xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
Agent took a seat at the bar and was greeted within seconds. The bartender approached with a smile and a cardboard coaster in hand and asked what I would like to drink. Agent stalled in an attempt to get an offer on the specials if any, but to no avail. Agent did hear the bartender knowledgably list the numerous specials later in the evaluation after being asked.
For best customer service, agent feels that bartenders should automatically offer specials particularly when the guest is unsure of what they would like. At no time did the bartender ask agent if it was their 1st time at the establishment, nor was she overheard asking anyone else.
Agent noted that the bartender had her beer key shoved in the side of her bikini bottom directly against her skin which is an AZ Health Code violation. Agent suggests strategically placing bottle openers behind the bar if they aren’t already.
When agent’s drink was about 90% empty the bartender approached and offered something new. Throughout the evaluation the bartender was good about offering new drinks before the guest was completely empty which is an excellent practice. Hospitality Checkpoint suggests following the 75% rule which is to always offer a new beverage to guests when it is 75% empty because it helps prevent guests sitting with empty drinks if the establishment is very busy or the staff has a distraction.
During the evaluation agent observed the bartender eating at the north end of the bar standing behind it. There was a guest eating the food, which appeared to be from Streets of New York, with her as well.
The bartender was observed standing behind the bar doing what appeared to be texting and also holding her phone while speaking with a bar guest. On one occasion the bartender and a different bar guest were doing what appeared to be comparing ring tones for about 15-20 minutes. All the while, she was not observed looking around to check the status of other guests.
Throughout the evaluation the bartender poured a minimum of a 4 count = 1.5 ounces to a 6 count = 2 ounce. On one occasion the bartender was pouring a second round of caramel colored liquor on the rocks in 4ounce rocks glasses. The bottle of liquor was nearly empty, but instead of saving the last shot for the next order and having a backup bottle ready, the bartender divided the remainder up between the 2 drinks that were already a 5 count pour. delivering more alcohol than what is prescribed by management is a form of bartender theft.
Each time the bartender served a guest who was paying cash, she would move immediately to the register with one exception. The exception was an occasion when she prepared drinks for 2 different groups of guests and took payment for one of the groups, became distracted for about 3 minutes and then took the payment for the other drinks; however, there were guests at the bar who had a credit card tab running and on several occasions the bartender did not move to her pad of paper to account for the items served for between 3 and 15 minutes. Agent has no way to know if each of the items were accounted for. because this was not observed being rung in correctly, agent scores this a possible bartender theft occurrence.
The bartender did wiggle her rear end while pouring draft beer, but was also observed waiting for a guest to finish drinking their beer so she could use the same glass which agent found quite lazy of her. The guest was clearly annoyed by being pressured to finish the beer in the glass.
Throughout the evaluation the bartender was very lackadaisical about keeping the bar top clean. Agent observed a guest leave and his glass stayed on the bar for over 2 hours after he was gone. Three bar guests did a shot and the glasses were still on the bar when agent left an hour later. Guests at a high top table did a round of shots and then ordered new shots. When she delivered them, she did not clear the initial empty shot glasses. In general, the only thing that the bartender would clear was empty beer bottles, but even they would be left for varying amounts of time.
The bartender was not playing pool or darts, but did play Wii bowling with a bar guest on the large television mounted on the south wall of the outside of the ladies room.
During the evaluation agent observed the bartender pour a blue liquid from a storm pourer into a 4 ounce rocks glass about 2/3 full. She then used a straw to drink the entire contents of the glass. She took the bottle to a group of guests along with 3 shot glasses and after some exchange, poured the same liquid in the 1 ounce shot glasses. At this time agent became certain, but cannot substantiate, that the liquid was an alcoholic beverage. The bartender drinking the shot while on duty, particularly the quantity that she did, was a severe ADLLC violation and can subject licensee holder to hefty fines.
TITLE 4, CHAPTER 3
4-244. Unlawful acts
12. For a licensee, when engaged in waiting on or serving customers, to consume spirituous liquor or for a licensee or on-duty employee to be on or about the licensed premises while in an intoxicated or disorderly condition.
Michael Zenner - CEO
PO BOX 995 Gilbert AZ 85299
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012