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11 Things People Don't Understand About Being a Bartender

July 28, 2014 21:33 by administrator

11 Things People Don't Understand About Being a Bartender

Posted: 03/21/2014 1:46 pm EDT

Bartenders are the ultimate givers of both verbal and liquid empathy, but if you haven't been behind the bar yourself, it can be hard to understand that the job is more than being a professional bottle lifter.

So, to clear up some misconceptions about the wide world of bartending, we chatted with a few anonymous industry pros about the aspects of their jobs that are the least understood. Keep these ideas in mind next time you step up to the bar, and your bartender will be much happier to enable your partying.

1. It looks easier than it is

On average, bartenders probably do 10-12 hour shifts, sometimes with no break. There are hours of prep work, hours of clean-up, and hours of catering to the demands of people who have no concept of a bartender's actual hours.

2. Their lives are not an endless party

The bartender is like the parent at a slumber party: they are working to make sure everybody else is having fun, while trying to keep them from getting in too much trouble. And once the kids go to bed, they're up late cleaning the mess.

3. When you're in an environment that's extremely high volume, everything goes out the window

A skilled bartender always wants to make the best drink possible, but in a busy bar there's a balance between meticulous craftsmanship and breakneck efficiency. This is particularly true of inexperienced bartenders who don't have their recipes memorized. If they're slammed with Negroni, Manhattan, and Old Fashioned orders back-to-back, they're immediately in the weeds and will be much less excited to discuss the intricacies of their tiki menu.

4. Bartending is largely about multi-tasking and quick memory recall

Bartenders do everything at once. A home-cocktail-enthusiast might be able to make a good Manhattan, but it's an entirely different thing to make three at once while taking a beer order, running a credit card, and being eye-pulled by 10 strangers. Most decent bartenders can multi-task like maniacs, good ones can do it while keeping their drinks to a high standard, and only the best can pull it off while maintaining a hospitable smile.

5. People trust bartenders more than their therapists

You're not paying a bartender for their time, you're paying them for a way to waste yours. So advice from a bartender seems to come with the same air of authority as a professional counselor, but without the baggage of a ticking clock.

6. The human interaction is what makes bartenders feel like they're people too

You might run into a gruff bartender who doesn't want to chat, but most are pretty outgoing people. They wouldn't be in this industry if they didn't like talking to strangers. Strangers who tip them well.

Michael Zenner - CEO      

Hospitality Checkpoint LLC

hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


BARTENDER THEFT: Not ringing in drinks, Liquor Law Violations, auto up-selling

November 28, 2012 20:11 by administrator

BARTENDER THEFT:

Bartender Summary

·       Bar 1:  Caucasian female approximately 5’4 with short black hair and pink highlights and multiple facial piercings wearing a blue zip up sweater and jeans.

·       Bar 2:  Caucasian male approximately 6’ with short spiked brown hair and multiple tattoos on his arms wearing a cross necklace.

The agent and associate approached the bar top and were greeted with a slight delay by Bar 1.  She was surprisingly staring rather blankly off into space and didn’t seem to notice new guests had approached her bar top (see food and beverage summary for details).  She came over and asked “you didn’t need anything to drink did you?”  The agent was perplexed by her non-upselling greet as it was not inviting or good service in the agent’s opinion.

A drink order was placed (see food and beverage summary for details).  She brought the drinks in a timely manner and placed them on top of coasters.  She reported to the POS to start our tab.

She did not introduce herself by name in case we needed anything further.

Later in the evaluation Bar 2 came onto shift.  He greeted us with a smile and asked if we were doing ok which is good service in the agent’s opinion.  He was only observed for a short time but appeared to be friendly and attentive in the agent’s opinion.

The agent presented payment for Bar 1 to process as it appeared she was getting ready to come off her shift.  Payment was processed quickly.  She did not return it in a check presenter and an itemized receipt was not included.  She thanked us while walking away which impersonal and in genuine in the agent’s opinion.

Overall the agent was not impressed with Bar 1’s service.  She moved around the bar without any sense of urgency which made her appear to be bored, tired and unenthused to be at work which is unpleasant in the agent’s opinion.  She was not observed conversing personally with any guests and only spoke when an order was being exchanged which is impersonal and not a quality that a bartender should posses in the agent’s opinion.

She was only observed pouring one mixed drink and it was poured using a 3 count pour.  She placed the pint glass directly into the ice well when making this drink which is a Health Code violation.  Most of the drinks she served were bottled and draft beer.  Draft beer was served with ¼ inch of head and in a cold glass.  Drinks made for servers were accompanied with a ticket and no server call outs were observed.  

There was one instance where she did not report to the POS after making a beverage for a walk up guest.  At approximately 4:50PM she served a guest she personally knew by name a pint of beer and did not report to the POS.  The agent did not see this drink accounted for on any tab.

Also, at approximately 5:02PM she served a single walk up guest a large pitcher of Blue Moon which is a violation of the liquor law as the pitcher is likely 64 ounces and a single customer can only be served 32 ounces of beer at one time.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

23. For an on-sale retailer or employee to conduct drinking contests, to sell or deliver to a person an unlimited number of spirituous liquor beverages during any set period of time for a fixed price, to deliver more than thirty-two ounces of beer, one liter of wine or four ounces of distilled spirits in any spirituous liquor drink to one person at one time for that person's consumption or to advertise any practice prohibited by this paragraph.

Food and Beverage Summary

·       Host 1:  Caucasian female approximately 5’6 with reddish hair in a ponytail wearing a pink sweater and jeans.

There was a host on duty upstairs when we arrived at the establishment.  She did not greet us in a friendly manner instead asked “2 of you?” without smiling or welcoming us into the establishment.  It was very unwelcoming. Server 1 was at the host stand and since we were going to be her table, she led us to our table in the dining room.  Host 1 was not seen seating any tables and appeared to have gone off duty shortly after the evaluation began so the section was not scored.

Shortly after we sat down, two guests sat themselves in the dining room at a table nearby.  The agent watched as Server 1 and Bar 1 obviously walked past this table numerous times without greeting them or even noticing they hadn’t been acknowledged by staff members.  The agent observed them looking around as they were desperately trying to get a staff member to come to the table.  Finally, approximately 15-20 minutes after they sat down, the male patron went up to the bar and asked for menus and also asked to have a server sent to the table which is unacceptable in the agent’s opinion.  Server 2 approached shortly after to greet the table.

The agent was disconcerted by the lack of organization displayed by staff.  The agent feels staff need to be diligent about watching the front door and watching for new tables to be sat if a host is not on duty.  Also, the agent feels the slow business level at the time was such that the staff members should’ve been able to notice these new guests immediately.  In fact, the agent was surprised they did not walk out.

At the table the agent ordered an iced tea.  The tea tasted fresh brewed and was served with plenty of ice.  The agent requested sweetener.  The caddie it was delivered in was grimy and only half full.  The associate ordered a Michelob Ultra bottle.  The beer was cold and refreshing.

For an appetizer the chicken strips were ordered.  The breading was flimsy and was falling of the chicken which made a mess on the table.  The chicken was tender however neither the agent nor the associate cared for the flavor of the breading.  BBQ sauce and ranch was requested on the side.  Neither the agent nor the associate cared for the flavor of the BBQ sauce.

The agent ordered the Buffalo Chicken pizza with light chicken.  The agent was brought a pizza with tomatoes and onions on top.  At first the agent wondered if they made the mistake in ordering as neither vegetable is cared for by the agent and they would’ve been requested to be left off the pizza.  The agent then tasted the brown sauce on the pizza and realized it was the same BBQ sauce that had been served with the chicken and not enjoyed.  The agent believed the wrong pizza was brought so called over Server 1.

The agent asked Server 1 if the wing sauce was supposed to taste like BBQ sauce and if the pizza in front of the agent was the Buffalo Chicken pizza.  She stated it was the Buffalo pizza.  The agent stated they didn’t want that pizza and asked for a menu.  The agent then read the menu description of the BBQ pizza to Server 1 and stated that was obviously the pizza that had been delivered.  Server 1 then went to the POS to look at the ticket and realized she had rung in the wrong pizza.  She apologized and stated the correct pizza would be out soon.  She was genuinely apologetic and asked if the agent needed anything while waiting for the pizza which was appreciated by the agent.

The agent feels this mistake should’ve been caught at the window and the pizza should not have been delivered to the agent.  The fact that it was not realized until the menu description was read to her signifies to the agent Server 1 lacks menu knowledge.

 

The Buffalo Chicken pizza was served 19 minutes later and was definitely worth the wait - great stuff.  The cheddar and mozzarella cheese was perfectly melted and abundantly spread over the chicken.  The wing sauce had a great aroma and was spread along the bottom of the ingredients instead of a traditional red sauce.  The chicken was tender and paired well with the rest of the ingredients.  The crust was soft and had a great flavor and consistency.  The side of ranch served on the side was a cool contrast to the zipp of the wing sauce.

The BBQ Pizza was present on the check instead of the Buffalo Pizza.  The agent did not point out the mistake because the price for the two items is equivalent.  However, the agent feels the incorrect item should have been comped off and the correct item should have been accounted for due to inventory purposes.

The associate ordered the create your own pizza with Italian sausage, pepperoni, ham and bacon.  The meat was abundant and well seasoned.  The cheese was perfectly melted and the marinara had a great flavor.

The associate requested a box when the agent’s pizza was delivered and the agent asked for two boxes to be brought.  They were not delivered until 10 minutes later which is a significant delay in the agent’s opinion.

At the bar the agent ordered a Kilt Lifter draft.  The glass the beer was served in was approximately 22 ounces.  Even though the agent did not specify the size that was wanted the agent feels an upsize should be upsold as opposed to up served. Auto-upselling is a form of bartender theft in the Agent's opinion.

The beer was over flowing onto the bar top and the spill was not cleaned up by Bar 1 which is poor guest service.  The beer was delicious and refreshing.  The associate ordered a Michelob Ultra bottle.  The beer was equally cold and refreshing as the beer served at the table.  The agent is unsure if all items were properly charges for as an itemized receipt was not provided.

·       MOD 1:  Caucasian male approximately 6’ with brown hair and slightly balding wearing a sweater and jeans.

The agent is unsure if the MOD was properly identified.  This male was seen sitting at the curved bar top by the kitchen for the majority of the evaluation.  He was seen going behind the DJ booth which signified to the agent he was possibly a supervisor.  The agent feels that of he was the MOD he did a poor job of circulating through the facility.  He remained stationed at the side bar top and was not observed talking to guests.

The agent feels after the food mistake by Server 1 should’ve resulted in a table visit by the manager.


Michael Zenner - CEO      
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com  (blog)
Hospitality Checkpoint
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012


BARTENDER THEFT: Free Drinks, storing stolen money in the POS, making drinks with dirty glassware

November 27, 2012 23:42 by administrator

BARTENDER THEFT:

Bartender Summary:

There were five bartenders on duty on this Friday evening evaluation – three at the Xxxxx bar adjacent to the restaurant and two at the Xxxxx bar that serves as a xxxx by day. There were three barbacks observed simultaneously – two at the Xxxxx bar and one at the Xxxxx bar.

Xxxxx Bar:

  • Bartender Xxxxx: Caucasian male, 5’10’’, short-cut light brown hair

  • Bartender Xxxxx: African American male, 6’3’’, glasses

  • Bartender Xxxxx: Caucasian female, 5’2’’, brown hair worn straight with bangs

  • Barback 1: Caucasian male, 5’10’’, brown hair worn combed smooth

  • Barback 2: Caucasian male, 5’11, brown hair worn spiky, glasses


Xxxxx Bar:

  • Bartender A: Caucasian male, 5’8’, light brown hair worn slightly wavy/curly

  • Bartender B: Caucasian male, 6’0’’, dark brown or black hair

  • Barback 3: Caucasian male, 5’8’’, light brown hair worn wavy/curly



Xxxxx Bar:

The agent and my associate approached the bar and were able to slide into a standing place at the bar. Since we were standing at the bar directly in front of the Xxxxx POS, we were in clear view of bartenders Xxxxx and Xxxxx. Although Xxxxx and Xxxxx were making conversation with nearby patrons, neither demonstrated urgency to look over to help us out and take our initial order.

After we were there for approximately 3 minutes without acknowledgement, Xxxxx asked what she could get for us; the agent asked for a drink menu, which was not placed on the bar for easy access of patrons. She gave us a clipboard with the small sheets of paper with the drink menu and went back to talking to the patrons at the end of the bar and did not follow up with us. The entire experience so far was very unwelcoming.

During this time, Xxxxx had moved from the end of the bar chatting with patrons to the Xxxxx POS, where he appeared to be trying to figure out something with another patron’s tab.  After approximately 4 minutes since we had received the menu and made decisions on drinks, Xxxxx looked up from the POS and asked what he could get for us.

We placed our drink order with Xxxxx, which he took while standing at the POS – still mulling over a tab. After we placed our order, Xxxxx continued to stand at the POS and did not move to make our drinks.

After another 2 minutes, Xxxxx then returned to us and asked what we would like. We again placed our drink order, which Xxxxx then moved to make. Xxxxx, who was still at the POS nearby, was very apologetic and thanked us two different times for being so patient.

One of the patrons at the end of the Xxxxx Bar, where both Xxxxx and Xxxxx were spending their time when the agent and my associate were patiently awaiting initial service, appeared to be over served. The patron, a woman in her late 40s and possibly Latina, had bloodshot eyes, appeared to be unsteady on her feet, and was seen loudly singing and dancing at the end of the bar. She appeared to be personally known to the bartenders, which could have resulted in her over intoxication. This is a dram shop liquor liability issue that should be addressed by management immediately.

Another one of the patrons at the end of the bar who were captivating the attention of both bartenders Xxxxx and Xxxxx on this very busy evening at the bar with countless patrons waiting for drinks, a White male in his mid to late 20s was seen specifically honing in on Xxxxx. As the very busy bar continued to get busier, Xxxxx exited from behind the bar and was seen standing on the lounge floor talking to this patron. Both behind and outside the bar, this patron took her focus away from the many other patrons who needed service.

This lack of urgency was observed throughout the time at the bar. The bartenders seemed oblivious or impervious to the fact that patrons were stacked up three deep waiting for drinks. Besides Xxxxx chatting with this patron outside the bar, the bartenders, bar backs and managers casually chatted with one another behind the bar, in addition to casually chatting to patrons who appeared to be regulars. There appeared to be no individualized attention given to other patrons at the bar.

Whereas the lack of urgency on the bartenders led to longer wait times for patrons needing drinks, the lack of urgency on the behalf of the bar backs led to a messy and unmaintained bar area and a shortage of clean glassware. During our time at the Xxxxx Bar, many empty glasses and bottles sat on the bar surface for the entire time that we were present – unbussed, uncleared, unclean.

Besides the empty glasses and bottles that remained on the bar for the extend of our time there, the more pressing issue from the barbacks’ lack of urgency was the lack of clean glassware. The lack of clean glassware led to a variety of problems and solutions, depending on the employee.

To create a solution for the problem, one server (Caucasian female, 5’6’’, light red hair) came behind the bar to clean burgundy glasses that were needed at her table; this was resourceful and necessary for her service, but it also led to unneeded informal chatting between this server and the bar backs and bartenders.

To exacerbate the problem with a much larger, more concerning issue, Bartender Xxxxx took the lack of clean glasses into his own hands. Xxxxx was seen to take a dirty glass that was at the service well (placed there by the service staff from the cocktail lounge area), rinse it out with water from the gun, and make a new drink directly into this dirty glass. The agent cannot even begin to describe the hygiene and health issues with this troubling observation. Needless to say, my associate and I did not order anything else made in glassware for the rest of the evaluation.

Other than the unfortunate incidence with the curt rinsing of a dirty and used glass, Xxxxx seemed to do an adequate job behind the bar. He primarily tended to the service well, making the drinks for the dinner and cocktail crowd being serviced by the waitresses around the establishment.

In addition to making all of the drinks for the service well at the Xxxxx Bar, Xxxxx also helped out bar patrons who were patiently and impatiently waiting for drinks from Bartenders Xxxxx and Xxxxx. Xxxxx helped out the agent and my associate on one occasion. He was professional, friendly, and had integrity with the recording and charging of the two drinks ordered.

Despite his apparent integrity for only making and delivering drinks that are bought and paid for, both at the service well with chit sheets and at the bar with patron tabs and cash payments, Bartender Xxxxx consistently pours a heavy drink. He was seen to pour on average an approximate five count (4 count =  1 1/2 oz) for all drinks at the service well. Some drinks were closer to a five and half or six count.

Pouring additional alcohol more than what management prescribes for increased gratuities and/or social standing is a form of bartender theft. Agent further suggests that management pour test all the bartenders to ensure uniform accuracy.

All of the bartenders at this Xxxxx Bar had some issues with integrity. Outside of Xxxxx’s heavy pour count, Xxxxx was seen not charging the full or appropriate amounts for drinks, whereas Xxxxx was seen to top off one drink with more than the fair share of alcohol, again without charging or recording on any spill/comp sheet.

Xxxxx made a drink in a champagne glass for a female patron that included brandy and a sugar cube. She served the drink and the patrons stated that there was no brandy in the drink. Xxxxx replied that there was indeed brandy (which there was a four count that the agent had observed her pour), but the patrons were insistent that they could not taste it.

Without argument, Xxxxx grabbed the bottle of brandy and poured a three count into the glass that sat on the bar in front of the patron. Xxxxx did not charge for this extra shot, or record the liquor on any spill/comp sheet.  

Other than this occasion of not charging for the additional top off, she did not appear to have other integrity issues.

Xxxxx, on the other hand, was observed engaging in some questionable behavior at the POS. At approximately 9:51 PM, Xxxxx was seen to ring out an attractive, young female patron who had just ordered a vodka and tonic. Her tab read just over $3.00, which the agent believes is not the accurate price for even well vodka at this establishment. The patron left $6.00 as a tip, which further interpolates to the agent that the bartender had charged less than the going price for her drink.

There were two other occasions that the agent was unsure about Xxxxx’s actions at the POS. On two occasions, both in which patrons paid cash, he did not appear to punch anything into the POS before he sought out change and returned it to the patron. It appeared, to both the agent and my associate, that Xxxxx put cash into the till without ringing in the drinks on these two occasions.

Agent strongly suspects that this bartender his hiding stolen money in the POS Drawer. If this is the case, the money is being laundered via transfer of money through say the tip jar (watch for an abacus system of tracking the stolen money i.e. straws, toothpicks, pennies/nickels/dimes, storing info on cell phone).  It also could be taken out at the end of the night if these bartenders are allowed to "Z" their own registers. In this case, Agent suggests management have them do blind bank drops to detect any overages and stolen money. In both scenarios, Agent suggests that management start performing mid-shift random POS drawer pulls to detect possible stolen money in the POS drawer.

There is a possibility that this happened on more than these two occasions, but the setup of the POS behind the bar does not allow for ample visibility to monitor for theft and integrity. While the agent appreciate that each individual employee must swipe his or her card to access the POS, thus providing record of individual transactions specific to each bartender, the position of the POS flat to the bar surface does not allow any visibility beyond that of the individual bartender recording the drinks. Moving the machines to the back ledge would provide a more public view of what is rung in, thus holding bartenders more accountable.

In addition to the problematic nature of the POS screens being difficult to view from any person other than the person who is ringing in the drink, the current system is also difficult to track for integrity due to the fact that bartenders apparently leave their tips in the till. There is no actual tip jar, and no tips were ever seen. While this deters bartenders from counting or displaying tips to the public, this confounds the lack of clarity of integrity when money enters the drawer without clear recording. Moreover, if they are comingling tips with $0 ring and cash deposits, management probably has a real theft issue on their hands.

The issues with the integrity related to the tabs are further exacerbated when the bartenders do not consistently provide the itemized tab statement. Xxxxx was the only bartender during our visit to give us an itemized tab; the other bartenders either provided only the credit card slip to sign (i.e., Xxxxx, Xxxxx) or took the cash and provided change with no documentation (i.e, Xxxxx, Bartender B). The itemized tab should consistently be provided to patrons.

Bartenders Xxxxx and Xxxxx appeared appropriately dressed, yet Xxxxx did not appear as pulled together. Although he originally appeared to fit in well with the other bartenders in their full black apparel, there was some sort of white shirt or boxers clearly showing under his uniform. To add to the unprofessional nature of his appearance, Xxxxx continued to attempt to use flair quite unsuccessfully.
                                              

Xxxxx Bar:

We visited the Xxxxx Bar in the second half of the evaluation, when the patronage at the establishment had picked up substantially. Whereas we had a good locale to observe the goings on at the Xxxxx Bar in the early portion of the visit, the Xxxxx Bar proved much more difficult. There were no seats at the bar, and patrons were squeezing and pushing their way up to the bar in order to get served drinks.

Unlike the Xxxxx Bar, the Xxxxx Bar appeared to have a better balance between bar duties. Bartender A took primary responsibility for the service well, whereas Bartender B helped the patrons at the busy, standing room only bar. Although there was still a very busy crowd and an extensive wait for drinks, the clear divide seemed helpful for bar and service staff.

Despite having all of the patrons waiting at the bar area, Bartender B had no urgency or enthusiasm. The agent and my associate slowly inched our way up through the hefty crowd to the bar. Without counting in the time that it took to move up to the actual bar itself, we continued to wait for more than 10 minutes for the bartender to offer us drinks.

When my associate finally was able to get his attention, although we were standing directly at the small bar, he barely changed his affect when we posed questions about drinks available at this bar. When we tried to order a round similar to what we had just ordered at the Xxxxx Bar, Bartender B retorted that they didn’t have draft beer, as if we should have known the distinctions in offerings between bars.

As my associate turned to ask me what I wanted instead, Bartender B was gone. This was highly irritating, and if not on duty I would have left.

It took another 4 minutes to get his attention again, and my associate placed our drink order. He sought out the drinks, moved to the POS to enter the drinks, and gave the appropriate amount of cash in return to the agent.

At this point, the agent overhead a disgruntled couple who was waiting for a pen to sign their credit card tab; the pen never came from Bartender B.

In addition to Bartender B behind the Xxxxx Bar, Bartender A poured a consistently heavy pour count at an approximate six count. There were times that he was observed pouring closer to a seven count of alcohol in drinks. This is far to much alcohol and is a dram shop issue. Nevertheless, besides the heavy pour count, he seemed to consistently accompany a drink order at the service well with a chit sheet that came through the POS system.

Although Bartender A appeared to be doing a decent job of keeping up with the service requests for drinks in the well, there was one occasion when a server did not have the patience to wait for her drinks. On this occasion, one server (Caucasian female, 5’6’’, shoulder length, straight blonde hair) came behind bar to get her own drink near service well; she appeared to pour two glasses of champagne from a bottle that was already open at the service well. Agent cannot substantiate if these were properly accounted for and therefore scores it as a theft/integrity occurrence.

Unlike the two bar backs observed in the Xxxxx Bar who moved without urgency and rush, Bar back 3 appeared to be quite attentive and helpful. He moved around quickly behind the bar and appeared to serve the bartenders quite well.

Across both of the bars, there were quite a few negative trends. The bars were overcrowded and the bartenders appeared to have no real urgency to quickly attend to the patrons in need of drinks. Bartenders appeared to be friendly and chatty to one another, yet appeared to be incredibly unhelpful and unfriendly to patrons. Many patrons, at both the Xxxxx and Xxxxx Bars, were heard to complain extensively about the wait times and poor service of the bartenders.

Agent observed first hand one group of patrons actually left without getting initial service from the Xxxxx Bar. One patron was overheard saying, "I can't wait to Yelp! about this."

Additionally, throughout the entire evaluation, there was no observation of any food sales or even offering of menus. The agent understands that bartenders need to focus on alcohol and drink sales in the bar and cocktail areas at this later time of evening on a Saturday night; however, if the establishment values this extra push for additional revenue, perhaps appetizer menus or something could be regularly placed around the bar, rather than have bartenders have another thing on their plate to serve on an already overloaded plate to serve. Liquor liability experts also suggest that food be pushed in high volume alcohol serving areas to help possibly slow down rates of intoxication.

Most importantly, there was no carding across all bartenders of a very young crowd on this Saturday evening. Without door men or a security team ensuring that only patrons of age enter the establishment, bartenders must take the initiative to card patrons who might be underage. There were a large amount of patrons who did not only appear around 21, but appeared under 21. Carding was not observed at all. This is a major dram shop liquor liability issue that needs to be rectified, considering the younger crowd that grew as the night went on.

Michael Zenner - CEO      
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com  (blog)
Hospitality Checkpoint
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012


BARTENDER THEFT: Free drinks, Intoxicated Security Employee Theft

September 6, 2012 21:39 by administrator

BARTENDER THEFT:

Bartender Summary

My associate and took seats at the bar and were immediately greeted by a Caucasian Blonde female with tattoos on her xxx. She did not introduce herself but we later ascertained her name was Xxxxx. Xxxxx had a BIG smile in her greet of us and asked what we wanted to drink. Agent associate asked if there were any specials and she named a Kettle Orange Vodka as the special. Agent asked a few questions about items and Xxxxx showed good product knowledge. We placed an order and she went to go prepare it. She prepared our drinks quite differently. My associates drink got a 1 1/4 oz count pour where my drink was nearly a 6 count and almost double the alcohol. Agent did not order a double and was quite puzzled by the alcohol volume disparity. We started a tab with Xxxxx and she took the appropriate measures.

Xxxxx is very friendly and seems to fit into this bar like a glove. She's friendly with regulars as well as new guests as she strikes conversation and is very pleasant. She has good bartender presence for the most part and has good bartending prioritization skills.  The one hygiene issue of note was that she frequently scratches the scalp of her head and does not wash her hands afterwards.

However, she does have some bartending issues issue that need to be addressed. First, her pour counts are all over the place. They range anywhere from 1 1/4 oz to over 3 oz at times and there doesn't seem to be any rhyme/reason to it. The patterns that were picked up by the Agent were a 1 1/4 oz pours for the Kettle Orange that was on special. I even saw one under-poured with a single ounce shot. Agent saw this many times through the night. Women in general usually received a higher pour volume, as did those who apparently were tipping larger. With the later of these, this Agent scores this as a bartender theft occurrence as delivering additional alcohol over what is prescribed by management (1 1/4 oz pour) to increase gratuity and/or social status is a form of bartender theft.

Second, her ringing procedures are lackadaisical. This can be attributed to laziness and/or masking of integrity issues and bartender theft. Countless times throughout the evening there were drinks delivered with no movement made to the register to record them (see observations below).

Another rather important issue was some of the guests in the bar looked to be of questionable age and Xxxxx was serving them. It's of the agent's opinion that she probably felt that intoxicated Xxxxx had already carded them giving her a false sense of security. Bottom line is though she served these guest alcohol. Agent will add that I cannot substantiate the age of these guests; however, it was of my opinion they were of questionable age.

Xxxxx fell behind many times on clearing glassware and wiping the bar top down. Agent put her arm in a puddle of liquid and was not pleased about it, then exacerbated when I had to go to the unclean restroom to wash up. My associate commented that if security Xxxxx wasn't such a life of the party so to speak, he could have helped her maintain the bar better, as for the most part she did all the work.

Because Xxxxx was busy seemingly running the entire bar, the facility didn't seem to be running at it's best efficiency level. If Xxxxx had a security member who didn't disappear and helped her frequently, the bar would have run much smoother and a bi-product of this would have been more sales revenue.

Xxxxx was at about a 90% clip in using cocktail cards with guests. Drinks were ordered and served in a timely manner except for some occasions when she got busy.

Xxxxx scoops ice with glassware. This is just wrong and a very bad habit that should be broken right away. It's very unsanitary and a cause for health concerns, and possible injury due to broken glass.

Specific observations:

As aforementioned, Xxxxx had a propensity to not ruing drinks. This makes it very cumbersome to substantiate bartender theft occurrences accurately. This agent suggests that management make some immediate policy changes and create a make a drink - ring a drink policy and enforce it. This will force accountability.

At 9:39 she prepared a drink with a 5 count of alcohol and did not move to record the drink.

At 9:43 she prepared 3 shots of whiskey and did not move to record the drinks.  Age observed her move to POS 2 min later and this could have been the ring in.

At 9:47 she delivered 1 yellow and 3 brown beers to a female patron and did not move to record. This woman looked of questionable age. At 10:00 it appeared she delay rang these beers.

At 9:48 Agent observed the bartender has a personal drink behind the bar. Agent cannot ascertain the contents.

9:45 Agent's drink is dry and she is not asked for a refill until 8 minutes later.

At 9:55 Agent observed Xxxxx counting money from a wood box next to cig display. Agent would stress to management that NO money should be handled outside of the POS drawer and legitimate transactions. This makes a rather ripe situation for bartender theft when this is allowable.

At 9:58 3 shots (Jameson?) were delivered to customers and no movement to record the drinks. One consumed my Security Xxxxx.

At approximately 10:01 Security Xxxxx took money out of tip jar and then gave it to a customer, who then appeared to give it to Xxxxx and then she put it back into tip jar. It was a very bizarre occurrence to observe and highly suspicious in nature. Age could not verify exactly the nature of what happened but suspects maybe the money hand changing round robin was a lame effort to satisfy a security camera. That is just an hypothesis. Regardless, the alcohol went unaccounted for.

At 10:06 Xxxxx under pours a guest a Kettle orange with less than an ounce of alcohol.

At 10:10  3 shots were delivered and no movement to record the drinks. Xxxxx also drank a shot with the guests but it appeared to be in a different sort of glass than the others.

At 10:15 agent observed Xxxxx make a drink with a 4 count of alcohol into a short glass, then the customer exclaimed that she wanted it tall and Xxxxx poured the drink into a pint and then added another ounce of alcohol. She was not observed accounting for the drink at that time.

Xxxxx asked and prepared a drink for my associate, but for some odd reason did not ask me for one. Agent started to suspect that she may be impaired of some sorts, as I also observed her making other simple mistakes such as delivering drinks to the wrong guest after making them. this happened a few times.

Several minutes later she asked me if I wanted another drink and went to prepare it, She made my drink with a 4 count 1 1/2 oz pour and did not report to the POS to record it on my tab.

At 10:26 Xxxxx appeared "distracted" delivering drink to wrong person the corrected herself. She did not report to the POS to record the drink.

At 10:29 Xxxxx almost gave change to wrong patron.

At 10:33 my associate ordered a drink and she prepared it with a 6 count of alcohol. This time she DID report immediately to the POS.

At 10:36 My associate reported that it appeared Xxxxx was drinking a beer. At 10:43 A male patron at the bar Gave Xxxxx another shot of alcohol.

At 10:44 Xxxxx made a cocktail and did not report to the POS.

At 10:50 Xxxxx is observed going to the POS and group ringing sales all at once. It appeared as if she was looking around at guest sand drawing from a mental inventory in order to try and correctly ascertain all the alcohol drinks she had delivered for tabs.

At 10:56 Xxxxx prepared 2 cocktails for a man and a woman at the bar. One was poured with a 5 count and the other was poured with a 6 count. This really exemplified the inconsistent pours of this bartender.

At 10:58 Bartender was observed coming out from bar and collecting glassware. Doorman Xxxxx nowhere to be seen. She was also later observed wiping the tables.

At 11:11 Xxxxx was observed delivering 2 drinks and a beer and not observed reporting to the POS to record.

At 11:12 Xxxxx made 2 bombers of some sort and not observed reporting to the POs to record.

At 11:17 she was observed making a cocktail for one guest and not ringing it in and then moving to another guest an deserving him a Corona and not ringing it in either.

At 11:23 is observed going to the POS and group ringing sales all at once. It appeared as if she was looking around at guest sand drawing from a mental inventory in order to try and correctly ascertain all the alcohol drinks she had delivered for tabs.

At 11:26 Agent was a bit distracted by something that happened near the pool table. When I turned around the POS screen had "No Sale" and Xxxxx was counting money in the wood drawer. Agent cannot substantiate what happened.

At around 11:35 Xxxxx gave two shots to customers who looked as if they had already tabbed out. One of the customers tried to pay and appeared she shook it off in a "don't worry about it" fashion. The shots were not seen accounted for.

11:40 Security Xxxxx doing another shot of alcohol.

Tab procedures were carried out in a timely manner. No itemized receipt  was given.

Security Summary

Upon arrival, security Xxxxx was at the front entrance and asked us for ID's. I pulled my wallet from my purse and showed it to him and he mumbled something inaudible and I said "what?" and he leaned in to ask me again and that is when I was ht with a wall alcohol smelling bad breath.  I showed him my ID again and took a step back and took note that he had a  goofy look on his face and glassy eyes. His level of alcohol impairment was absurd. As we passed, he yelled something at my associate and gave him a fist bump. My associate then said to me, "Is that Door Guy totally wasted or what?"

The professionalism of this guy was way out of line. He also appeared to do next to nothing to help out with Xxxxx. His numerous disappearances left the door unattended and people just walking in without properly showing ID. many of the disappearances were associated with a young Caucasian female with red hair.

At one point he stumbled through the bar in an attempt to hug some guy spilling drinks and bumping into other guests.

This employee is a liquor liability dram shop lawsuit waiting to happen.

He did not greet us farewell upon our departure.                                                           

Beverage Summary

DO NOT POST THIS SECTION TO STAFF

SPOTTER ANONYMITY WILL BE COMPROMISED

My associate ordered one of the Kettle Orange drinks and it was awful and it was sent back. He then ordered Knob Creek and Coke and the drinks were inconsistent with taste because each one was made with different volumes of alcohol.

Agent had Malibu and Diet drinks and it was the same issue with inconsistent tastes because of fluctuating liquor volumes.

The two shots listed at the end of the bar section were for me and my associate. We tabbed out and purposely tipped Xxxxx rather large and as an integrity test pre-text, said "let's order a shot before we go" She delivered the shots and said they were free.

Michael Zenner - CEO      
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com  (blog)
Hospitality Checkpoint
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012


BARTENDER THEFT: Bad service, free drinks, overservice, illegal drug use.

August 14, 2012 23:44 by administrator

BARTENDER THEFT:

Bartender Summary

We entered the bar and took seats and were greeted almost immediately n by a male bartender who said, "Good evening sir, how are you?" He did not introduce himself. He asked us what he could get started for us and we replied we didn’t know yet and he offered to show us a beer list.


He returned shortly there after asking for an order and the agent ordered a draft beer and he went to pour it. It was delivered shortly after with coasters. He then suggested food sales by saying "Would you like to look at a food menu?" We said we would and he delivered them to us with a tab in front of us. Shortly after he left the bar and a blonde haired woman came behind the bar. Agent assumes this first young man was a server filling in for the bartender when she was on break as he was seen waiting tables after that.


The woman never introduced herself nor did she give us a friendly welcome. Tab says Xxxxxx so that is what she will be refereed to as. We had menus in front of us but she never asked if we wanted to in order food. We then asked some questions about the menu which she answered but rather enthusiastically. She never mentioned the special until we asked if there was one.  When she did say the special we had to also ask how it was prepared. When she did take our order we also had to ask what sides were available?

It wasn't a very pleasant ordering experience to say the least.  If not on duty I most likely would have set the menu down and not ordered food.

We specifically didn't order an appetizer to see if she would up-sell to start with one. She didn't and began to take the menus away when we asked her for an appetizer suggestion between two and she made a recommendation but didn't state why.

A short time later the appetizer was delivered. She just put the plate down silently and walked away. We both found this to be rather rude. She then returned with side plates and still said nothing. My associate said "thank you" and she still said nothing as she turned and walked away.

While we were eating the appetizer she did not perform a check back to ask if we liked it. In fact at one point she stood directly in front of us and still didn’t ask how the food tasted. She eventually cleared the appetizer plates and still never asked if we liked it or not.

Shortly after our entrees arrived and delivered in the same silent stoic fashion with no description or explanation. Again she never asked us how the meals were even though again she was talking to the guests' right next to us. She eventually cleared our plates and never asked us how the food tasted.

She also did not offer dessert.

Xxxxxx finger grabs soiled glassware by the lip which is highly unsanitary. She was seen doing this several times and never washed her hands afterwards.

Agent made some specific time stamp observations as follows:

Agent made note of a great deal of glassware piling up at the well. Xxxxxx also scoops ice with glassware. This is a health issue. Bartender’s hand touches the side of the glass and then the side of the glass comes in direct contact with the sanitized ice. The ice is now contaminated and illness can be spread to whoever is made a drink henceforth. A designated ice scoop should be used to scoop ice to prevent contamination.

It is also, plain and simple, very careless and lazy bartending as the glass can shatter, chip or break in the sanitized ice. This can pose a real threat if any drinks are served to guests with broken glass shards and may even invoke a lawsuit. Moreover, “burning” an ice well mid shift is cumbersome and because this is necessary after a broken glass, the establishment would lose money because of decreased sales.

At 8:41 Xxxxxx took out a bank bag and made change for an older female server. It looked to be innocent but Agent will report any cash handling that is not through the POS.


At 8:57 she poured 2 drafts to Hispanic couple on right side of the bar. She made no movement to record the beers on POS or any tab. She was observed ringing something in minutes later; however, she still did not replace this couples tab.

At 9:08 agent made note of some women that were seated at the bar were highly intoxicated. At this point they were now drinking coffee. Agent cannot ascertain if they stopped drinking or were cut off. Later in the evaluation someone came to pick them up.

At 9:11 Xxxxxx was observed delivering a draft to a male seated at a table. Earlier when the man arrived he had handed her a credit card to start a tab then found a table. She was not observed ringing in this draft nor updating any tab.

At 9:36 she was observed speaking to a man at the left side of the bar. She grabbed his beer and poured it down the drain and then poured the two people each a glass of wine. She was not observed adding this to any comp tab, the POS or updating any tab.


Several minutes later she was then observed to ring into the POS and replace their tab.

Agent's drink is completely empty and even though she is standing in from of me, she doesn't ask if I want another. After I finished the next round, my glass sat empty once again and Xxxxxx paid no mind to it. At one point I even raised my glass and slightly shook it showing it was empty, but she just continued to drink her glass of milk behind the bar.

At 9:39 Xxxxxx opened some sort of champagne type beer. It sprayed somewhat and she got a towel to catch the spray. A man at a table had apparently ordered it and was waiting when this occurred. She then opened another one of the bottles and gave it to the customer who ordered it.
She then poured a glass full glass from the sprayed bottle and gave it to the couple seated at the right side of the bar (first couple pictured at right of bar. They looked surprised to receive it. Nothing was observed to be rung on a comp or spill sheet.

Agent suggests that mistake drinks be thrown away as opposed to being given away. It seems like a nice gesture from the bartender; however, it is actually counter productive. The house has already lost in liquor costs because of the wasted liquor. This is now exacerbated by the fact that now the customer has a free mistake drink sales are reduced because they aren’t purchasing a drink. Agent would suggest that mistake drinks, if they cannot be re-used, be discarded and not given away, and immediately placed on a spill sheet.

The bartender was observed on several occasions to "triple bounce" liquor bottles in order to obtain additional alcohol. this completely circumvents the restrictions that are set inn place with the spouts rendering them useless. First, this is too much alcohol to serve people in one drink and is a dram shop liability (see food and beverage section). Second, delivering additional alcohol more than what is prescribed by management in order to raise social standing and/or gratuities is a form of bartender theft.



Drinks

A half and half was ordered from the young gentleman and poured very nicely. It was crisp and refreshing.


Crown and Coke was ordered and it was poured without a pour spout and over poured at that; tasted too strong.

Changed the cocktail to Jack and coke and the bartender triple poured alcohol into the drink.


This is just far too much alcohol for one drink. take in mind the picture to the left is a bourbon based drink which the liquor is brown in color and obviously coke is brown as well, so management can interpolate from the color of this drink just how much alcohol is in the drink.

Giving drinks away for free is obviously stealing.  The inaccurate pour counts are also a form of stealing but may be a sign that the bartenders are out of practice when it comes to free pouring accurately.

Another reason they may be over-pouring is because they feel they are offering a better product, especially for their regulars.  In actuality, over-pouring cocktails isn’t doing anyone any favors.  Let’s say this is a patron’s first time at the establishment.  They visit other bars were pour counts are militantly observed to maintain liquor costs.  They know they can go to that bar, drink 3 drinks in 2 hours and still get home safely.

Then they come to your bar.  The drink 3 “lights out” drinks in 2 hours, the liver processes the alcohol approximately 2oz. per hour.  Thus the majority of the liquor hits them before leaving or while in the car driving home.  Suddenly the patron is in a world of hurt, possibly behind the wheel, and completely blindsided by outrageous pour counts.

In addition, when pour counts are high, establishments sell fewer drinks.  Why would you order 4 drinks at, say, $30, when you can get the same effect on 2 drinks and save the money?  Keeping pour counts steady and monitored is safe, cost effective, and important to the bottom line.

This bar needs to get its liquor pours in line as its losing money. Do away with the pour spouts as they give a false sense of security that correct alcohol is being poured, or have them free pour and test them for accuracy weekly.
 

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The Pour Check™ is an accurate, inexpensive tool that will help perfect the skill of free pouring. The Pour Check™ separates into 2 high quality pieces of plastic, the funnel and the measuring tube. It measures in both US Ounces and Milliliters. The Pour Check™ is an all-in-one tool that saves time while measuring the initial pour. Your purchase includes a set of 6 Pour Check Units.

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Lastly, upon departure there were three males in back of building smoking and talking/shouting rather loudly using vulgarities. Walking further into the lot, agent observed four young males at a car smoking marijuana.

Michael Zenner - CEO      
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com  (blog)
Hospitality Checkpoint
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012


BARTENDER THEFT: Spotting the Fingerprints of Theft

May 16, 2012 22:09 by administrator

BARTENDER THEFT:

Great Article about bartender theft written by industry leading author Robert Plotkin. If you haven’t read any of Plotkin’s book, you should. They are very informative and a must read. Here is his website: http://www.barmedia.com/

Spotting the Fingerprints of Theft
May 8, 2012 By: Robert Plotkin

Do you have a problem with theft behind the bar? Many in the bar business do. But if you’re waiting for a rise in your pour cost to alert you to a potential problem, you may be out of luck.


Tracking pour cost has long been the accepted way of detecting bartender theft. However, there are more ways to steal from a bar that won’t have the  slightest affect on pour cost. In fact, a clever thief can steal from your bar and actually make your pour cost percentage drop.


Pour cost analyzes the relationship between cost and sales. If a bartender serves a drink and pockets the cash proceeds, he’s basically increasing cost without increasing sales, which will cause pour cost to rise. While the increase may be imperceptible, pour cost will rise. If the bartender then replaces the stolen ounce of liquor with an equal amount of water, pour cost will remain unaffected.


Substitutions are examples of a type of theft that won’t cause pour cost to rise. The scam involves a bartender making drinks with well liquor instead of call brands, charging customers call prices and pocketing the difference. Because the bartender poured well liquor and registered the transaction as a well sale, pour cost remains unaffected.


Underpo
uring schemes are another example. A bartender short pours a series of four drinks by a quarter of an ounce, thereby creating a surplus ounce of liquor. The bartender then sells that shot of liquor and pockets the cash. Again, pour cost is unaffected.

While measuring your pour cost is a smart thing to do, it’s not enough. If the early detection of internal theft is important to you, there’s more you should know.


With n
early all types of theft behind the bar, one thing is certain: The cash proceeds are not ending up in the register. Regardless of the scam, the money winds up in the bartenders’ pockets. So to spot the first signs of theft, look at sales.

Bar productivity measures bartender sales per hour and is computed by dividing the shift’s gross sales by the number of hours the bartender worked. There are two aspects to tracking productivity: calculating the staff’s average sales per hour figured on a weekly basis and computing the daily sales per hour figures for each shift.

Calculating the staff’s productivity involves totaling the bar’s gross sales and dividing them by the total bartenders’ payroll hours for the week. It’s advisable to calculate the day shift’s average sales per hour separately from the night staff’s average. Because there is often a considerable difference between the two figures, calculating the day shift’s productivity separately from the night shift’s makes the analysis more relevant.

For example, if the two night bartenders rang in $6,935 in sales for the week and clocked in a combined 83 payroll hours, the staff average for the night crew works out to $83.55 per hour. During the day, the bartending staff rang-in $2,250 is sales and worked 40.5 hours for a staff average of $55.55 per hour.
The second aspect of productivity is tracking sales per hour for each shift during the week. To illustrate, two bartenders work on Thursday night. “Jim” works six hours a

nd rings in sales of $542 or $90.34 per hour. Adam, working six and a half hours at the same bar on the same night, registers sales of $442, which translates to $68.15 per hour.

Keep a journal or spreadsheet and track productivity figures for each shift on an on-going basis. After several weeks, patterns will emerge. It soon will become evident who are your sales leaders and who fall consistently short of the staff average.


Explanations for Low Productivity


If a bartender’s sales per hour come in consistently below the staff average, five things are possible. One, he may move too slowly and literally can’t keep up with de

mand. Two, he could make lousy drinks, so people don’t stick around. Three, his personality and attitude could be so off-putting that customers leave early. Four, his sales ability could be so unrefined that he consistently undersells. Or five, he could be stealing.

How do you know which it is? Take some time and observe the person. Does he move quickly and with purpose? Or is he more laid back and sluggish? If the person can’t keep up behind the bar, then you’ve identified an area in which he needs to improve.


If that’s not a problem, does it appear as if he has the necessary skills for the job? Do his drinks look good, or are they frequently returned? Does the bartender have a good personality for the job? Does it seem as if he has a positive working attitude? Does he exhibit good sales ability?
If none of these things seem to be a problem, he may be stealing. Regardless of the scam, theft takes a toll on productivity. Tracking productivity can prove to be an invaluabl
e management tool. Between pour cost and bar productivity, there isn’t a scam or fraud that you can’t catch.


Michael Zenner - CEO      
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com  (blog)
Hospitality Checkpoint

hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299

Office: 480-777-7056
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012


BARTENDER THEFT: Not ringing drinks in right away, over-pouring.

May 9, 2012 16:29 by administrator

BARTENDER THEFT:

Bartender Summary

·       Bartender 1:  Caucasian female, 5’6”, with an average build. She had blonde/brown wavy hair worn in a pony tail. She wore a black XXXX top with black pants.

·       Bartender 2: Caucasian male, 6’, with a stocky build. He had brown hair with a slight beard. He wore a red XXXX polo shirt and jeans.

·       Bartender 3: Caucasian female, 5’5”, with an average build. She had long black hair work half pulled into a pony tail. She wore a white blouse and black pants.

·       Bartender 4: Caucasian female, 5'5”, with an average build. She had long brown hair worn straight and in a pony tail. She wore a white blouse and black pants.


As the agent approached the xxxxx bar he found seating available at a very busy bar. Bartenders 1 and 2 were serving a nearly full bar, as well as people standing at nearby bar tables. The two bartenders seemed to work efficiently and well together.

Neither bartender offered their name to the agent.

A few seconds after being seating Bartender 2 greeted the agent and offered a beverage. The agent ordered a cocktail, and Bartender 2 failed to ask for a liquor preference. He did check the agent's identification. I am frequently asked for ID.

Bartender 2 quickly prepared the drink with quite the heavy pour, one bordering on a 6 count. As the agent watched Bartender 2 through the evening he appeared to have a heavy hand on most pours.

As he provided the agent the beverage he also offered a menu; he would return about ten minutes later to see if any food would be ordered. No credit card was collected from the agent to start a tab. After watching, the agent deemed that both bartenders were picking and choosing who they required a credit card of to start a tab.

It seemed that each bartender had that own side of the bar which they were responsible for serving. They would regularly crossover into each other's sides when necessary however. Bartender 1 was predominantly seen working at the far end of the bar, while Bartender 2 was serving guests at the end closest to the front entrance.

In addition to serving guests Bartender 2 was also responsible for pouring server's drinks. The agent noticed a couple disturbing trends as far as server tickets went.

The first being that Bartenders 1 and 2 seemed to lack any awareness and urgency to make server tickets. Many tickets sat for a great deal of time before either being poured or before a server shouted across the bar to get a bartenders attention.

Secondly, with server drinks as well as bar guests drinks, Bartender 2 had an unsanitary habit of handling drinks by the rim of the glass. And lastly, it seemed that the standard was to place the physical ticket in the drink itself.

Cleanliness as a whole was also an issue at the first floor bar. While Bartender 2 did wipe down the section of the bar where the agent sat down, the remainder of the bar top stayed filled with empty glassware, trash and soiled dishware. These cleanliness issues duplicated themselves at the high top tables in the bar area. A barback/busser was on duty however he was not seen doing much to maintain cleanliness standards either.

The agent observed Bartender 1 mostly from afar due to the large crowd filling her end of the bar. During his time at the bar, the agent did observe a couple of possible integrity/theft issues.

The first occurring at 9:30pm when Bartender 1 poured a full 9 count cocktail for a guest at the far end of the bar then failed to ring anything in.

Also, at 9:45pm both bartenders worked to prepare several shots for some regulars sitting at the bar. These shots also appeared to go unaccounted for.

More disturbing than these two occasions was the minuscule amount of time both bartenders visited the POS to ring things in. For the amount of drinks leaving the bar, neither bartender visited the POS nearly enough. Bartenders 1 and 2 may have accounted for the two integrity issues listed above, however it would be difficult to figure that since the general practice was not to ring drinks in immediately after serving them. It's very hard to assess theft issues if the bartenders are rarely ringing in the drinks directly after they make them.

Agent highly suggests management instruct the bartenders on a make a drink - ring a drink policy and strictly enforce it. The system in place of delayed rings and group/batch ordering is a sieve for bartender theft opportunity.

Both Bartenders 1 and 2 were very friendly and helpful with the agent. Bartender 2 was present to offer additional beverages when appropriate and had a friendly farewell for the agent as he departed.

Moving to the Xxxxx bar, the agent was abruptly met by Bartender 3. Before offering any sort of friendly greeting, she quickly asked if the agent was just upstairs to smoke or to drink. Her approach was a bit abrasive and did not create an environment in which the agent would wish to stay. Nevertheless, the agent ordered a beverage for which Bartender 3 started a tab. She asked the agent's name to start a tab but did not offer hers in return.

Bartender 3 had maybe one or two empty seats at her bar and a mostly empty dining room with exception of one table. Rather than taking the opportunity to chat with her guests, the agent observed Bartender 3 being mostly stand-offish.

Shortly thereafter two more guests came upstairs and attempted to order drinks. The guest inquired how tabs worked at the separate bars, asking if they were connected or if he would need to close each one separately. Bartender 3 once again responded in poor manners with a short, rude, curt response that simply wasn't necessary.

With not much happening at the second floor bar, the agent closed his tab and moved to the third floor bar. He quickly found a spot at the bar. It was quite some time before Bartender 4 greeted the agent which was only after he asked for a menu.

The agent believes this delay in service to be due to the fact that he still had a beverage in his hand from the downstairs bar. The agent observed this pattern recur at the 2nd and 3rd floor bar throughout the night. While a guest may not need a drink at the moment, good service standards dictate that employees greet all guests or perhaps offer a menu.

After the initial point of contact, Bartender 4 was helpful, friendly and attentive. The agent observed Bartender 4's pour count which were accurate. She had quite a few guests at the bar to serve and was quick to account for all drinks.

Bartender 4 asked for a credit card to start a tab. She returned at appropriate times to offer additional drinks and to inquire if the agent needed a menu. She did not offer her name to the agent.

Food and beverage service from Bartender 4 was quick and well-timed. During her spare time the bartender kept busy by organizing the bar, rearranging bottles, and insuring that the bar top was clean.

Michael Zenner - CEO      
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com  (blog)
Hospitality Checkpoint
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012


BARTENDER THEFT - Overpouring Drinks for Larger Tips

April 27, 2012 23:13 by administrator

BARTENDER THEFT:

Bartender Summary -                    

·        Bartender – “Xxxxx” (as shown on nametag and bar receipt) female Caucasian, blond with hair up in a high pony tail, xxx feet tall, slender, approximately XX years old.                                   

Agent and associate were promptly greeted by the bartender with “hi guys, what can I get you to drink?” She was wiping down the bar refilling cups of peanuts and placed cocktail napkins in front of each of us. She was smiling energetic and upbeat.

Agent and associate ordered drinks and she immediately mixed the drinks and returned. Agent noticed that the drink was made by turning the bottle over twice and a little more. Bouncing these bottles circumvents the purpose in which they were made which delivers more alcohol than what is prescribed and therefore may constitute a bar theft occurrence. 

Xxxxx did not introduce herself to us by name but she was very friendly and outgoing. Xxxxx was not only responsible for the guests at the bar but also making the drinks for the cocktail staff and server staff in the dining room.

Agent was not able to tell exactly when Xxxxx rang up the drinks as we were not given a receipt at any time during the visit. Agent noticed that none of the guests at the bar had a receipt in front of them.

Agent recommends using the make a drink ring a drink policy and placing the receipt in front of the guest in a small glass. This will ensure that all drinks are accounted for. Especially in the event when there are other employees behind the bar.

Agent and associate ordered another round of drinks and each time the drinks were placed on white cocktail napkins but not immediately rang up.

Agent and associate later ordered dinner and Xxxxx immediately turned and went to the POS and rang in the order. Prior to the food arriving (20 min. later) Xxxxx placed napkins and silverware and salt and pepper shakers on the bar.

Xxxxx seemed to work well with the other staff and was very personable with all the guests at the bar especially the men.

Listed below are some general observations agent made during the visit;

Xxxxx use the ice scoop to make every drink except for glasses of water which were in plastic cups, she scooped the cup directly into the ice.

Xxxxx was very attentive in offering additional drinks for everyone at the bar and refilling waters. (See food and beverage section)

Agent was able to observe every drink poured. Xxxxx tips the bottle a minimum of two times for each drink sometimes up to four and even five times.

Xxxxx left the bar unattended many times and agent observed the cocktail server ( female Caucasian blonde hair in bun) coming behind the bar each time Xxxxx left as well as a couple servers from the dining room coming behind the bar to retrieve beverage orders. Agent felt that this was rather lax and a real loop hole for possible bar theft integrity issues.

In agents opinion no one but the bartender on duty should ever be behind the bar unless it was a manager. If the bartender needs to leave the bar the staff should know that they are not allowed back there for any reason whatsoever. If the bartender needs something from the kitchen the bartender should have one of the other service staff retrieve the item for them. If the bartender needs to leave the bar unattended they should call the MOD to cover.

Xxxxx was away from the bar at about 6:44 about 5 minutes and returned with a plastic bag of a purchase from the gift shop and a small clear plastic container with fruit. She proceeded to eat the fruit during the visit, turning around away from the guests facing the POS while eating.

Michael Zenner - CEO      
Hospitality Checkpoint..
hospitalitycheckpoint.com

bartheft.com  (blog)
Hospitality Checkpoint
hospitalitycheckpoint.com
liquorassessment.com

PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811

© hospitality checkpoints Inc. 2012


BARTENDER THEFT - Bartender not ringing drinks, ADLLC Violations, Dram Shop Liquor Liability Issues, employee alcohol consumption, free drinksfor friends.

February 2, 2012 16:16 by administrator

BARTENDER THEFT:

Bartender Summary

  • Bartender 1:  Caucasian female approximately 5’4” with xxxxxxxxx brown hair and xxxx xxx tattoos on her zzz wearing a red tank top, short jean shorts and xxxxxxxxx.
  • Bartender 2:  Caucasian female approximately 5’7” with brown hair and a xxxx piercing near xxxxx wearing a white midriff baring tank top, short jean shorts and a xxxxxxxxxxx.  She was overheard being called Xxxxx.

The Agent and Associate took a seat at the bar and weren’t greeted until three minutes later which was unreasonable in the Agent’s opinion to due to the lull in business at the time we sat at the bar.  Bartender 1 approached and asked if we had been helped.  We stated we had not.  She placed beverage napkins in front of us and asked what we wanted to drink.  A drink order was placed (see food and beverage summary for details).  She returned with the drinks quickly and asked if we wanted to start a tab.  The Agent provided a card to secure the tab and it was placed behind the bar in an xxxxxxxxxxx which made the Agent feel that the card would be secure and not easily misplaced. 

Bartender 1 cleared a xxxxxxxxxxxxxxxx from in front of us but did not wipe the bar top down which left peanut shell remnants from the previous patron scattered along the bar top where we were now trying to enjoy our beverages which was unsightly and unpleasant in the Agent’s opinion.

The Associate’s beverage was empty for six minutes before being offered a new one by Bartender 2.  She made the drink quickly and added it to our tab (see food and beverage summary for details).  Later in the evaluation another round was placed with Bartender 1.  The drinks were made quickly and the Agent requested the tab be closed (see food and beverage summary for details).  She ran the card for payment and delivered the receipt quickly.  No itemized receipt was present.  She thanked us with a slight smile.

Overall, the Agent feels the bartenders were pleasant but not very friendly.  Neither bartender introduced herself by name in case we needed anything.  Also, they seemed to only personally converse with regulars and patrons they already knew which is ineffective towards building new clientele for the establishment in the Agent’s opinion.  Both bartenders lacked in attentiveness in the Agent’s opinion.  Guests would often have to request a new beverage as opposed to the staff offering new beverages when levels were low.  Also, glassware remained on the bar for significant amounts of time after guests were finished before it was eventually cleared.

Both girls were observed on their cell phones during the evaluation.  They kept them near the terminal and were texting and checking them often. 

The Agent witnessed several possible theft and integrity issues with both bartenders during the evaluation.

At 4:53 PM Bartender 2 served a guest a bottle of beer and did not report to the POS.  This guest will be referred to as guest A as he will be mentioned again regarding staff not ringing in drinks.

At 5:00 PM a guest approached the bar top and stated they were not satisfied with their Bloody Mary.  Bartender 1 made her a new cocktail and did not report to the POS to account for the new beverage or place the unwanted beverage on a spill or comp tab.

At 5:01 PM Bartender 1 served two guests who had already closed out two shots of Rumplemintz.  When they got ready to leave, they asked what they owed her for the shots and she stated they were good.  Also, these shot glasses remained in the bar top for 15 minutes before being cleared which is excessive in the Agent’s opinion.

At 5:12 PM Bartender 2 made a shot for a guest on the patio side of the bar and did not report to the POS.

At 5:16 PM Bartender 2 served one patron two pints of beer and two bottles of beer which is a violation of the liquor law as one person cannot be served more than 32 ounces of beer at one time.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

23. For an on-sale retailer or employee to conduct drinking contests, to sell or deliver to a person an unlimited number of spirituous liquor beverages during any set period of time for a fixed price, to deliver more than thirty-two ounces of beer, one liter of wine or four ounces of distilled spirits in any spirituous liquor drink to one person at one time for that person's consumption or to advertise any practice prohibited by this paragraph.

At 5:17 PM Bartender 2 served guest A a bottle of beer and did not report to the POS.

At 5:21 PM Bartender 2 was observed pouring a six count of Crown Royal into a Styrofoam cup for a guest, She did not collect money for the beverage which is a bar theft occurrence. The guest then left the premise with the alcohol drink in hand, which is a violation of the AZ liquor Law.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

31. For a licensee or employee to knowingly permit spirituous liquor to be removed from the licensed premises, except in the original unbroken package. This paragraph shall not apply to a person who removes a bottle of wine which has been partially consumed in conjunction with a purchased meal from the licensed premises if the cork is reinserted flush with the top of the bottle.

Providing alcohol for customers to leave the premise with is a dram shop liquor liability issue that should be addressed by management immediately.

At 5:22 PM the door greeter asked Bartender 2 to pour three shots of Jack for guests he seemed to know personally.  She served the guests the shots and they gave her a ten dollar bill which went into the tip jar.  She blew them kisses as they left.  No move was made to the POS to account for the drinks on a comp tab.

At 5:34 PM Bartender 2 served guest A a bottle of beer and did not report to the POS.

At 5:39 PM the door greeter had brought in a check presenter from outside.  Bartender 1 and Bartender 2 were discussing the tip and the Agent overheard the received a $20 tip on a $6 dollar tab which is suspicious in the Agent’s opinion.  Then, Bartender 2 was overheard stating, “Great, we’re going to get shit for this one.”

At 5:45 PM Bartender 1 poured a seven count Jack Daniels into a Styrofoam cup and gave the cup to a female guest that was on the patio.  She did not report to the POS. Customer left premise with the beverage shortly afterwards.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

31. For a licensee or employee to knowingly permit spirituous liquor to be removed from the licensed premises, except in the original unbroken package. This paragraph shall not apply to a person who removes a bottle of wine which has been partially consumed in conjunction with a purchased meal from the licensed premises if the cork is reinserted flush with the top of the bottle

At 5:56 PM Bartender 1 served a vodka cranberry to a female companion of guest A and did not report to the POS.

At 6:02 PM a Hispanic female in a Xxxxx Xxxxx shirt came behind the bar.  The Agent did not have a view of what she was doing but left the from behind the bar with a Styrofoam cup.  She was observed giving a “lock it up and throw away the key” gesture to Bartender 2.  The instance seemed suspicious.  Also, the Agent recommends only on duty bartenders and barbacks be allowed to come behind the bar.

At 6:06 PM Bartender 2 made the same Hispanic female three shots and did not report to the POS.

Both girls were using the center terminal at the north end of the bar which the Agent had an unobstructed view of.  The Agent is unsure if any of the aforementioned drinks were eventually accounted for on guest or comp tabs.

Michael Zenner - CEO      
Hospitality Checkpoint..
hospitalitycheckpoint.com

bartheft.com  (blog)
Hospitality Checkpoint
hospitalitycheckpoint.com
liquorassessment.com

PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811

© hospitality checkpoints Inc. 2012


BARTENDER THEFT - Bartender not ringing drinks, employee alcohol consumption, free drinks, ADLLC Violations, dram shop and liquor liability issues, employee alcohol consumption, security guard alcohol consumption..

December 19, 2011 19:58 by administrator

 

Bartender Summary

  • Bartender 1- XXXXXXX xXXXXXX, in her early thirties, with long xXXXXXX hair and a slim build.  She wore a xxxx xxxx hat, a teal tank top, and jean shorts.  She had visible tattoos on her XXXX and XXXXX XXXXXXXX.
  • Bartender 2- XXXXXXX xXXXXXX, in her late twenties, with short curly xXXXXXX hair and a petite frame.  She wore a xxx cowboy hat, a black tank, black jacket, jean shorts, and knee high xxxx socks.
  • **Off Duty Bartender- XXXXXXX xXXXXXX, in her early thirties, with medium length XXX hair and XXXXXXXXX.  She was approximately 5’5” in height, and wore a black XXXXXXX XXXXX sweat suit.  Possibly a manager, as she had keys to the registers and used them several times.

Agent and Associate took a seat at the bar, and were quickly greeted by Bartender 1.  Bartender 1 did not offer her name at any time.  She placed cocktail napkins on the bar top, and asked for a drink order.  Bartender 1 seemed very knowledgeable of the drink specials offered.  

She was very friendly and personable with all the patrons at the bar, though it seemed easier to get her attention if one was a “regular.”  There were several instances in which Agent and Associate had empty glasses for several minutes before being noticed by a bartender.  Agent recommends employees implement the 75% rule, in which employees offer additional beverages to patrons whose drinks become less than 75% full.  This will prevent customers from being left without a beverage, as well as possibly boosting sales.  

Agent also noted that Bartender 1 used cash from the tip jar to make change for a customer.  Agent recommends employees refrain from handling cash in the tip jars in order to prevent confusion or the mishandling of monies.

When preparing the beverages, Bartender 1 used the designated ice scoop.  Her pour count was inconsistent throughout the evaluation, as it varied from as little as a two count, to as heavy as an eight count.  Agent suggests all employees use a constant 1 ½ ounce pour to maintain consistency and accuracy among all prepared beverages.

She was fairly consistent in entering beverages into the POS after preparation. There were, however, several instances which warrant the managers’ attention:

At 4:26 PM Bartender 1 prepared six shots of honey-colored liquor from a chilled bottle.  She walked five of the shots over to Off Duty Bartender, and left the sixth shot next to the POS system.  At no time did she attempt to enter the shots into the POS system.

At 4:36 PM Bartender 1 acknowledges a male customer with who she is familiar with.  She mixes him a cocktail and places it in front of the man.  He asks what the beverage is, since he did not give a verbal order.  She explains the drink and does not make an attempt to enter the beverage into the POS or collect any money.

At 4:42 Bartender 1 prepared an eight count Vodka and Redbull in a Styrofoam cup that Security 1 had been drinking from.  Agent found this disturbing for several reasons.  This is an excessive pour, as it was in excess of 3 oz of alcohol.  Preparing an alcoholic beverage in a Styrofoam cup can lead to the beverage being removed from the premises, whether on purpose or accident.  Security 1 was still on duty at the time and is an ADLLC violation.  This beverage was also not entered into the POS system which is a bartender theft occurrence.

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.

At approximately 5:15 PM Bartender 1 gave a bottle of Bud Light to a male customer, and did not make an attempt to enter the beer into the POS system.

Bartender 2 seemed preoccupied (mostly with her cell phone), and offered most of her attention to the Off Duty Bartender and her friends.  When preparing her beverages, she did use the designated ice scoop to retrieve drinks from the well.  Her pour count was also inconsistent.  Though most of her beverages were prepared with the accurate four count (1 ½ ounce) pour, there were several instances in which singles were ordered but doubles were prepared.

Agent was also concerned with the placement of Bartender 2’s bottle opener, as she stored it in between her shorts and bare bottom.  This is an AZ Health Code violation, as well as unprofessional.  Agent recommends bottle openers be stored in the pocket or attached to a retractable clip on the pants.

Agent was very concerned with Bartender 2’s inconsistency in entering beverages into the POS.  Several instances in particular stood out, and are listed below.

At 4:16 PM Bartender 2 prepared a Crown Royal cocktail in a Styrofoam cup for a customer.  The customer had already been drinking from this cup, so Agent assumed this was not the first cocktail prepared in the Styrofoam container.  The customer, dressed in all black attire, then walked around on the patio, as well as on the side walk outside of the establishment, with the cup.  This is an AZ Liquor Code violation, as open containers holding alcohol are not permitted to be removed from the premises.  Furthermore, Bartender 2 made no attempt to enter the beverage in the POS system which is a bartender theft occurrence.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

31. For a licensee or employee to knowingly permit spirituous liquor to be removed from the licensed premises, except in the original unbroken package. This paragraph shall not apply to a person who removes a bottle of wine which has been partially consumed in conjunction with a purchased meal from the licensed premises if the cork is reinserted flush with the top of the bottle.

At approximately 4:20 PM Bartender 2 prepared three Vodka Redbull cocktails, and gave them to friends of the Off Duty Bartender.  She did not attempt to enter the cocktails after delivering the drinks.

At 4:25 PM Bartender 2 handed a Bud Light Bottle to a male customer, and did not move to the POS system to enter it.

Around 4:30 PM Bartender 2 prepared three yellow shots (Agent assumed they were White Gummi Bears).  She handed them to a group of customers at the bar. The patrons asked what they were, as if they had not ordered them. After drinking the shots, patrons thanked Bartender 2 and gave her “high-fives.”  Though Bartender 2 eventually migrated to the POS, Agent was unable to confirm if the shots were entered, as other beverages had been prepared and delivered in between that time.

Both Bartenders’ 1 & 2 habitually played on their cell phones in blatant view of customers.  Though Bartender 2 only used her phone while stationed at the POS, Bartender 1 used her cell phone near the POS and in front of customers while conversing with the patrons.  They seemed to be texting and playing on their Facebook sites.  Agent felt this to be extremely unprofessional.

At the end of the evaluation, the check was placed in a clean presenter, though it did have an error.  (Please refer to Beverage Summary for further details.) Bartenders 1 & 2 thanked Agent and Associate and said goodbye.

Agent did not witness either bartender drinking or smoking, though Bartender 2 seemed to be consuming cough drops.

 

Security Summary

  • Security 1- XXXXXXX male, in his mid-thirties, with XXXXX XXX hair, a XXXXX, XXX, and thinly XXXXX XXXX.  He had a large, muscular build, and wore a black staff shirt under a XXXXXXXXt.

Upon approaching the establishment, Agent and Associate were nonchalantly stopped by Security 1 and asked for identification.  He did not use Agent and Associate’s name when observing the identification. Security 1 seemed unfriendly, and did not tell Agent and Associate to enjoy the visit, or anything at all for that matter.

As previously mentioned in Bartender Summary, Agent witnessed Security 1 drinking Vodka Redbull while working.  This is very unprofessional, as well as a safety risk and against the law. This is a dram shop issue that should be addressed by management.  If the security staff is intoxicated, they are unreliable for maintaining safety and upholding liquor laws, not to mention should something terrible happen and it is discovered that security was alcohol impaired, it could lead to a serious dram shop problem.

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.

Security 1 seemed very distracted by the patrons congregating on the patio. Security 1 spent a majority of the evaluation visiting with the customers, and Agent did not note any time in which Security 1 walked through the bar to monitor the situation.  Agent only noted a handful of times in which he actually entered the facility, and that was to get a refill on his cocktail and to check the score of the game.

When Agent and Associate left, Security 1 did not acknowledge the departure.



Beverage Summary

DO NOT POST THIS SECTION TO STAFF

SPOTTER ANONYMITY WILL BE COMPROMISED

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

 

Lastly, Associate ordered a XXXXXXX from Bartender 1.  The XXXXX was served ice cold and was full-flavored.  This beer, however, was not entered into the POS system after delivery, and was not on the final tab. Giving away alcohol drinks to a trained bar theft spotter, without prompting,  leads that Agent to assume that a serious problem or culture of theft exists at this establishment.

 

Management Summary

  • Off Duty Bartender/Manager- XXXXXXX xXXXXXX, in her early thirties, with xxxxxx and xxxx xxx.  She was approximately xxxx in height, and wore a black XXXXXXX xxxxx sweat suit.  Possibly a manager, as she had keys to the registers and used them several times.

Though it did not appear that there was a manager on duty, there was an off duty employee that Agent surmised to be a manager. Agent was deeply concerned by the woman’s behavior during the evaluation.  Off Duty Bartender/Manager was seated on the xxxend of the bar on the xxxx when Agent arrived.  It was clear that she had already been drinking, as there were several cocktail glasses in front of her, one of which she was drinking from. (A pint glass containing an orange colored cocktail.)

Shortly after Agent arrived, Agent noticed Off Duty Bartender/Manager get up from her bar stool and walk around to the server’s station.  She then bent underneath the bar and started to handle the register.  Agent found this inappropriate, as no cash handling should be done by someone under the influence of alcohol.  Approximately fifteen minutes later, she returned behind the bar and pulled out the cash drawer again.

Around 4:20 PM Agent heard a yell coming from the Off Duty Bartender/Manager’s direction.  Agent witnessed the off duty employee crawl up onto the bar and start smashing glass beer bottles into the trash can.  Agent could not believe the behavior of the off duty employee.  Regardless if the woman was a manager or not, this makes for a very unprofessional appearance.

Off Duty Bartender/Manager remained drinking at the bar the entire evaluation.  Many of the free drinks Agent witnessed bartenders giving away went to Off Duty Bartender/Manager’s party.

Because the manager performed an "Act of Working" in the eyes of the law that would be considered on duty and had this Agent been an ADLLC officer this would have been an ADLLC violation.              

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.

BARTENDER THEFT:

Michael Zenner - CEO      
Hospitality Checkpoint
hospitalitycheckpoint.com

bartheft.com  (blog)
Hospitality Checkpoint
hospitalitycheckpoint.com
liquorassessment.com

PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811

© hospitality checkpoints Inc. 2011