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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, Liquor Law Violations, Employee Alcohol Consumption,

November 10, 2012 16:03 by administrator

BARTENDER THEFT:

Bartender Summary                                                                                                            

§        

·       Bar 1:  Named Xxxxx, xxxxxxxxxxx male, athletic build, approximately 6’0”, with short black hair, wearing a black Xxxxx T-Shirt, and grey shorts.  Later in the evening these pants were changed to white and blue striped xxxxxxxxxx.

·       Bar 2:  xxxxxxxxxxxxx female, thin build, approximately 5’6 with long, straight xxxxx hair, wearing a pink tank top, black shorts, and axxxxxxxxxxxxxxxxxx .

·       Bar 3:  xxxxxxxxxx female, thin build, approximately 5’3, with long xxxx hair, wearing a white, button up shirt, with three-quarter length sleeves, a pink crop-top underneath, and jean shorts.

·       Bar 4:  xxxxxxxxxx male, medium build, approximately 6’0, with dark hair and a xxxxxxxx, wearing an Xxxxx T-Shirt, and jeans.

·       Bar 5:  xxxxxxxxxx male, thin build, approximately 6’2, with xxxxxxx hair, xxxxxxxxxxx, wearing a black Xxxxx tank top, and xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.

The agent and associate approached the bar and were immediately greeted by Bartender 1, Xxxxx, whose name was overheard rather than provided by introduction.  Xxxxx was the only bartender on shift at that time.  Xxxxx leaned onto the bar and asked the agent and associate what they wanted to drink while scooping up a handful of ice from the ice bin in front of him, shaking all but one piece of ice out of his hand, and placing the ice in his mouth.  The agent and associate asked for a minute to think and Xxxxx rudely turned his back without any recognition or smile.

This is a 2-part AZ Health Code issue, as first Xxxxx placed his bare hands into the sanitized ice, and then touched his mouth with his hands and the product and then put his hands back into the ice bin without washing.

Xxxxx spoke to one of the customers sitting at the bar, eating a few more pieces of ice while talking to the patron, and then proceeded to stand in front of the register texting on his phone.  The agent and associate waited three minutes while Xxxxx was texting, at no point did he stop and look around at his customers to see if service was needed, and finally turned around saying “sorry about that.  Do you know what you want yet?”  The agent and associate placed a drink order (see food and beverage summary for details).

Xxxxx placed beverage napkins in front of the agent and associate and quickly served the beverages.  Xxxxx asked if the agent and associate would like to pay cash, a credit card was provided to start a tab, which Xxxxx swiped into the POS system after placing the drinks into the system, and placed the credit card into a box of cards.

Xxxxx never asked for proper identification. Agent's associate is well under the age of 30. This is a dram shop liquor liability issue that should be addressed by management.

At no point did Xxxxx attempt to strike up a conversation with the agent or associate and only asked if an additional drink was desired once throughout the entire evaluation.

He was noted to continuously grab fistfuls of ice from the ice bins, dropping all but one chip of ice back into the bin, and eating the single remaining chip while talking to customers.  Xxxxx was also observed using his bare hands, instead of tongs, to place and squeeze fruit and garnish into drinks, as well as use a dirty mixing tin to scoop ice into clean glassware, if he was not scooping the glassware directly into the ice bin.  Xxxxx was also noted to be frequently texting behind the bar throughout the evaluation.

Bartender 2 arrived behind the bar at approximately 9:54 pm.  She greeted various customers, showing off the teddy bear tied to her back and explaining to various customers that they were having a pajama party.  Bartender 2 was not observed texting behind the bar, nor having any integrity issues, but was stationed on the opposite side of the bar from where the agent and associate were sitting.

Bartender 3 arrived at approximately 10:07 pm, smiling to customers as she entered behind the bar.  Based on overheard conversations it became apparent that Bartender 3 was a customer or mutual friend of many patrons and was training to bartend at the establishment as a new hire.  Throughout the evaluation she was also polite and friendly with customers, but was minimally observed as she was being trained by Bartender 2 and stayed with her on the opposite side of the bar.

Bartender 4 arrived at approximately 10:10 pm, immediately checking in and chatting with the first three bartenders as well as the bar-back.

At 10:20pm he was noted to make a phone call behind the bar, which lasted approximately two minutes.  After the call he scanned the bar and began serving and associating with patrons.

Bartender 5 arrived shortly after Bartender 4, at approximately 10:17 pm.  Bartender 5 also checked in and chatted with the other staff members briefly, then waved and greeted many of the patrons who, at this point, were filling the bar.

When the agent and associate were ready to close the tab it took approximately ten minutes to catch the attention of one of the bartenders, all of whom were extremely busy by this time serving the high volume of customers.

Bartender 4 noticed the agent and associate’s need of service and yelled over the music “how can I help you”.  The agent gestured a desire to close their tab.  Bartender yelled again over the music inquiring about the last name on the tab, which the agent provided.  The tab was provided in a clean check presenter, signed, and returned.

Due to having multiple drinks spilled on the agent and associate, the remainder of the evaluation was completed away from the bar-top and in the crowd.

Multiple left issues were observed during this evaluation:

At 10:27 pm Xxxxx was observed ducking his head into the corner of the bar and quickly drinking a mixed shot through a straw.  He stood, scrunching his face in response to the strength of the liquor in the drink, emptied the remaining ice and straw into the trash, and continued to work.

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.

The alcohol also was not registered into the POS or any comp/spill sheet; therefore, Agent scores this as an integrity/theft issue. Consuming alcohol while on duty is also a dram shop liquor liability issue. Should an unfortunate incident happen, or an act of violence occur that results in litigation, Xxxxx's impairment can cause disastrous results for the owners.

At 10:30 pm Xxxxx was observed serving three shots of rumplemintz poured into rocks glasses without a jigger and as 1.5 ounce shots and then served the shots to three gentlemen by the service well without charging for the shots or placing them on a comp tab in the POS system.

At 10:37 Xxxxx was observed making 15 mixed drink shots, initially mixed in two separate mixing tins and distributed into 15 rocks glasses, then stacked the glasses in three piles and handed them over the bar to a gentlemen with guests sitting at one of the booths.  Xxxxx did not charge for the shots, nor put the shots into the POS system, but did take money from the gentlemen and agent observed him to put it directly into the tip cup.

At 10:39 Bartender 5 was observed making 6 shots, initially mixed in a mixing tin and poured evenly into rocks glasses, and handing them to a one girl over the bar without charging her or putting the drinks into the POS system at all.  This patron proceeded to carry the shots to the patio to serve to her friends.

This is also an ADLLC Violation.

 

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 10:46 Xxxxx was observed pouring 2 Don Julio shots without a jigger, as 1.5 ounce shots, and serving them to a patron who was previously served free drinks from the bar-back (see bar-back summary for details).  These drinks were not charged for nor entered into the POS system.

 

There was an additional integrity issue observed regarding the reputation of the bar rather than the staff:

In the beginning of the evaluation there were two female patrons sitting at the corner of the bar next to the agent and associate.  Each were initially dressed in regular clothes, however, as the bartenders changed in order to wear pajama party attire, one of the two patrons changed in the bathroom into a see-through, lace, tight, short dress, and extremely tall heels.  This change was previously known and strongly encouraged by all of the staff, clearing pointing out that it had been planned and discussed with the staff prior to the shift.  This patron sat at the bar in this outfit as well as a sports hat continuing to drink and dance to the music by waving her hands around her and aggressively nodding her head and body to the music.  

Later in the evening, when the servers came out with liquor bottles to free-pour into the patrons’ mouths, this patron was helped onto the bar by the bar-back and began aggressively dancing on the bar.  As she bounced up and down on the bar, continuing to wave her hands and arms around, her skirt continuously rode up her legs and above her rear end, exposing her rear as well as her purple thong.  Her see-through dress also obviously exposed her breasts and nipples to the crowd which is against the law.

This patron stayed on the bar, dancing, leaning down and dancing in front of and accepting tips from customers, and sexually and provocatively grinding up against a staff member dressed in a bear costume who was also on the bar.

TITLE 19, CHAPTER 1

R19-1-214. Sex Acts Prohibited, Real or Simulated

No licensee shall permit, on the licensed premises, any person to perform acts of or acts which constitute or simulate:

1. Sexual intercourse, masturbation, sodomy, bestiality, oral copulation, flagellation, or any sexual acts which are prohibited by law;

2. The touching, caressing, or fondling of the breast, buttocks, anus, or genitals;

3. The displaying of any portion of the areola of the female breast, or any portion of his or her pubic hair, anus, vulva, or genitals; or

To those patrons appearing concerned that the girl was going to knock over their drinks, and would move their drinks for her, she would lean over and yell “don’t worry.  I am a professional!”

Although some customers were initially entertained by this, most customers quickly shifted from smiling and laughing to shaking their heads at the spectacle on the bar.  On more than one occasion the patron danced in front of a group of girls, or guys, sitting at the bar, who proceeded to leave their seats and spots and move to a different section of the establishment to get away from the girl.

This was a behavior that appeared to be seen as distasteful and inappropriate by more than one patron as well as the agent and associate.  The agent feels that it is also important to note that a patron dancing on the bar, especially in that attire and platform heels, is an extreme safety as well as health and liability risk.

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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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: BUCK-BOOSTING, when bartenders or cocktail servers raise the CASH price by $1.00 and steal from customers with each transaction

May 9, 2012 17:13 by administrator

BARTENDER THEFT:

Bartender Summary

·       Bartender 1: white female with brunette hair, wearing a xxxxxx hat, black top, and cut off jean shorts.

·       Bartender 2: white female with light blond hair, several tattoos, wearing a black xxxxxx hat, red top, and cut off jean shorts.

·       Bartender 3: white female with blond hair, wearing a tan xxxxxx hat, white top, and cut off jean shorts.

·       Bartender 4: white female with blond hair, wearing a white xxxxxx hat, pink top, and cut off jean shorts.

·       Bartender 5: white female with dark hair, wearing a pink xxxxxx hat, black top, and cut off jean shorts. Observed mainly in the service bar area.

·       Bartender 6: white female with dark blond hair, wearing a light colored xxxxxx hat, white top, and cut off jean shorts. Observed mainly in the service bar area.

·       Beer Tub Bartender 1: white female with a dark xxxxxx hat, wearing a blue hoodie.

·       Barback 1: (possibly a busser as he was never observed behind the bar area) white male with short dark hair, rough facial hair, thick glasses, tattoo on neck, stocky build, wearing a dark baseball hat and black Xxxxxx Xxxxxx t-shirt.

·       Barback 2: white male with a reddish goatee, thin build, wearing a baseball hat and dark Xxxxxx Xxxxxx t-shirt.

·       Barback 3: white male with a xxxxxxxxxxx, wearing a red baseball hat, and dark t-shirt.



At no point in the evening did any bartender give their name, the music was loud and although every bartender approached the agent and associate in a friendly manner no small talk was exchanged. Furthermore it appeared that all of the bartenders were working together to service the entire bar so each one was seen in different parts of the bar area providing service to whoever appeared to be next in line. Upon closing out each tab the server name on all the checks was simply “Bar.”

Jack Daniels appeared to be hosting a special that evening in that there appeared to be a gentleman described as a white male with a beard, wearing a black xxxxxx hat, black suit with the Jack Daniels logo sewn into the breast area of his coat, and black xxxxxx boots. This individual was observed to be buying drinks for people that wanted to try Jack Daniels. Furthermore, there was a life-sized statue of Jack Daniels in the northwest area of the inside of this establishment.

Upon approaching the bar the agent and associate had to wait in a large crowd of people standing next to the bar. Bartender 1 approached us and due to the loud music, did not introduce herself, she did take our drink order with a smile.

Although we had ordered drinks from the eastern area of the bar closest to the doorway, Bartender 1 rang up the drinks on the western cash register/POS terminal. Agent found this behavior odd; however, it might be assigned registers too.

The drinks were promptly made with the appropriate pour and paid for using a credit card (see food and beverage summary for details). The tab was quickly closed and although no itemized receipt was given at this time, it was accurate in price as compared to the same rounds later placed.

that at any given point had approximately 5 female bartenders and 1 to 2 male barbacks and throughout the evening the bartenders and cocktail waitresses would take turns dancing on either of the poles for a duration of one to several songs. Patrons were observed giving these individuals dollar bills which they displayed in their garter belts.

Upon signaling the bartenders for the second round of drinks, Bartender 2 was observed to take our order. She made the drinks with the appropriate pour count, told us the price, grabbed the agent’s credit card, rang up and cashed out this round in the same manner as Bartender 1.

The agent and associate made their way to the patio area where the crowd was just as thick as it was inside. The agent observed the Beer Tub Bartender 1 opening beer bottles for patrons and closing out to cash their orders using a cash drawer. The Beer Tub Bartender 1 was observed making appropriate change for her customers, and she was observed using a cash drawer behind her station. At no point during our observations did we see her misuse either the cash drawer or her tip bucket.

While on the patio, Barback 1 was observed servicing the patio, where he was observed picking up a small collection of glassware near the exit to this establishment.

Round three was placed with Bartender 3, who again and also prepared the drinks with the appropriate level of pour. The tab was left open at this point and it was secured with a credit card.

Barback 2 and Barback 3 were frequently observed behind the bar clearing empty glassware and stocking ice using the appropriate ice receptacles. The bar area was frequently cleared of empty and discarded glassware. There were a few water spots on the bar top in the heavily traffic areas of the bar area.

While the bartenders and cocktail servers took turns dancing to songs on the stripper poles they were observed drinking from plastic water bottles that they brought up to the strippers poles with them.

Bartender 4 took the next round, and again poured the appropriate count for mixed drinks for both our order and all the other orders the agent had observed her make. The drinks were presented and promptly added to our drink tab.

Bartender 5 was observed primarily in the northern service bar area that doubled as a location for patrons to order drinks. The agent had observed Bartender 5 make several drink orders all of which were poured at the appropriate pour count however no ice scoop was used. This is an AZ Health Code violation.

Bartender 6 took our next round which upon placing the drinks in front of the agent had asked for payment that was a dollar over what the final bill had stated (see food and beverage summary for details). The agent mentioned that there was a tab open so payment at this time was not taken, but the order was promptly rang up on our tab.

Beverage Summary

DO NOT POST THIS SECTION TO STAFF

SPOTTER ANONYMITY WILL BE COMPROMISED

The agent and associate had ordered four rounds of drinks during this evening’s experience, the rounds consisted of a pint of xxxxxxxxxxxxxxx and a Jack and Coke. The xxxxxxxxxxxx were consistently poured with no excessive head to the beer and consistently served in a chilled glass. No size description was ever offered when the orders were placed and the agent felt that either they were just serving the largest size or there was no different sizes offered. Upon observing other patrons, no one else had seemed to be drinking beer from various sized glasses. The Jack Daniels, as well as every other mixed drink observed being prepared behind the bar this evening, was poured at the appropriate four count. The rocks glasses were clean and free of any chipping.

The final round which was placed through Bartender 6 was two waters, no choice as to type of water was given, Bartender 6 returned from the refrigerator with two glass bottles of Voss Still Water, which although hefty in price were very refreshing. Plastic water bottles were observed being drank by the bartenders as they werexxxxx xxx xxxxx, so the option although possibly not provided to the patrons, was there. When Bartender 6 placed the two unopened water bottles in front of the agent she had asked for payment of $9. The agent mentioned that he had a tab open and she added these two drinks. When the final bill was presented the total for these two bottles of water was only $8. Either Bartender 6 did not know the price of these two drinks or she was overcharging for these items - buck boosting cash transactions.
At 12:41 AM, while the agent and associate were waiting for Bartender 6 to take their order she was observed to pour 4 shots; 3 of Jagermeister and one of a clear liquid (probably vodka or rum). Bartender 6 placed these drinks in front of four male patrons standing next to us and was overheard saying that these were for waiting so patiently. Bartender 6 was never observed receiving any form of payment for these drinks, nor was she observed ringing these items up on a comp tab.

Upon the conclusion of our experience Bartender 4 retrieved our tab and credit card which was accurately itemized and accurate in price in comparison to the other orders placed. It was at this point that the agent realized that Bartender 6 would have overcharged for our last round had we not already had a tab open.

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 - 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


BARTENDER THEFT: Free shots for girls. Overpouring for larger tips. Padded tab for friends.

August 13, 2011 18:04 by administrator

BARTENDER THEFT:

Bartender Summary      
  
                                                                          

  • Bartender 1 – xxxxxx xxxx with slicked back ponytail and full mustache wearing black button down with tie and black pants.
  • Bartender 2 – xxxxxxxxxxx with very short black hair and short trimmed beard wearing black button down with tie and black pants.

Agent took a seat at the bar and noted that bartender 1 was standing leaning against his drink well on the patio side of the bar and chatting with 3 female guests.  Bartender 2 had his head down and was cleaning behind the bar and at the time was dismantling what looked like a food processor and thoroughly cleaning it.

Agent sat for over 6 minutes while bartender 1 continued chatting and flirting with the ladies at the bar. 

Finally after staring at him and him making eye contact on 2 prior occasions, he finally approached and said “what would you like” with a smile.  Agent asked for a drink menu and he turned and retrieved a full size menu placing it on the bar drink side up.  Agent ordered and he filled the order right away, quoting a price and moving directly to the POS to process the payment. 

Bartender 1 immediately returned to chatting with the ladies without even glancing at the rest of the guests at the bar top to see if they needed anything.             

There was never an offer for chips and salsa or food of any sort made to agent and associate.

During the evaluation agent and associate wanted to order some food.  We had looked at the single menu we had and put it in front of us and then finally pushed it forward until it was hanging over the edge of the bar. 

Eight minutes later associate finally said excuse me to bartender 2 who was directly in front of us cleaning, and asked if we could please order some food.  Bartender 2 did not say a word to us, but instead said something to bartender 1 in Spanish who was still talking to the female guests at the bar, and then returned to his cleaning.

It was another full minute before bartenders 1 broke away from his flirting to approach and ask what we would like to order.  We put in an order for a single item, clearly planning to share and we were never offered side plates, silverware or napkins.

Bartender 1 did not request payment or a credit card to secure a tab for the food and cocktails.

The food was delivered in a timely manner by bartender 1. 

Neither bartender performed a check back after food delivery.

During the remainder of the evaluation agent observed a few questionable situations as well as mediocre service and timing issues:

8:50 - bartender 1 was observed to make 6 shots for a group of women that were standing at the end of the bar. One woman pulled out her credit card and proceeded to hand it to bartender 1, who then shook his hand as if to say "no he didn't want it." The female with the credit card leaned over the bar and gave bartender a full on contact mouth kiss as the rest of the women in the group cheered on.

9:00 – a guest approached the service well near the patio and ordered a cocktail from bartender 1.  He poured an 8 count Absolut Vodka and grapefruit juice. (4 count = 1.5 ounces) He quoted a price and moved to the POS with the cash handed to him and rang in $7.50 and returned what appeared to be correct change.  Agent is certain that the guest did not order and was not charged for a double. Delivering more alcohol than what is prescribed by management is bartender theft.

9:05 – A guest flagged down bartender 2 (bartender 1 back to flirting) who called bartender 1 over to the POS.  Together they rang in what appeared to be an additional 5 items to the tab and presented it to the guest.  This was a clear instance of extremely delayed ringing.  Agent had observed these particular guests have quite a few cocktails as well as food. When receiving and looking at the bill, the customer "high-fived" bartender 1 apparently pleased with the amount off the bill. 

9:15 – agent flagged down bartender 2 who again called over bartender 1 at which time a cocktail was ordered.  Bartender 1 prepared the cocktail with a 7 count pour (the cocktail was not ordered as a double) and delivered it moving immediately back to the ladies at the end of the bar not moving to the POS. 

During the time agent ordered the cocktail, associates drink was about 80% empty and bartenders 1 nor 2 took any notice.

9:15 to 9:35 – agent and associate had finished the food and pushed the plate forward and it was never cleared until we were closing our check out.

9:21 – bartender 1 poured an 8 count Margarita Rocks with what appeared to be well tequila.  He moved to the POS, but added the margarita to a tab, therefore agent cannot confirm if it was ordered or billed as a double.

9:22 – associates drink was 90% empty.

9:30 – associates drink was 100% empty and had been for a few minutes.  Agents drink was 80% empty.

9:32 – Associate pushed a credit card to the edge of the bar to attempt to signal some sort of service as we were still being completely ignored. 

9:35 Agent and associate flagged down the bartenders to ask for our bill which Bartender 1 then added the cocktail to that he had not accounted for and returned the check.  The cocktail was not accounted for correctly in the POS as the brand of liquor was wrong and is a typically higher priced item than what was poured. This to ois a form of bartender theft.

Throughout the evaluation agent observed bartender 2 not serving any guests and simply cleaning, stocking and doing other side work while bartender 1 ignored guests at the bar top. 

There were several occasions that guests asked bartender 2 for something and he retrieved bartender 1 for them just as he had for agent and associate.  Each of these occasions, bartender 1 would serve the guest that called him over, and go right back to the ladies without checking on any of the other bar guests.

There were also several occasions that agent observed a server approach the well to pick up a drink that had been rung in prior and bartender 1 had not noticed the ticket print and therefore not prepared the order.

There were four occasions that bartender 1 would serve a guest a new cocktail, and he would leave the old glass/bottle sitting in front of the guest for some time before clearing it although it was clearly empty.

Overall, other than the fact that both bartenders were very pleasant and friendly, agent found the level of service to be really disconcerting.  Agent and associate left the bar feeling exasperated and disregarded.

Michael Zenner - CEO      
Hospitality Checkpoint
hospitalitycheckpoint.com

bartheft.com  (blog)
Hospitality Checkpoint PLLC
PI Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com

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

© hospitality checkpoints Inc. 2011


BARTENDER THEFT - Grouping of drink orders and delayed drink rings - Bartender keeping seperate bank

June 30, 2011 20:25 by administrator

BARTENDER THEFT:

Bartender Summary

There were three bartenders on duty during the duration of the agent’s visit.  Bartender A was the day bartender who was finishing up her shift during the time when the agent arrived.  This bartender had on Xxxxx as a nametag.  Xxxxx is a Caucasian female with long dark hair.  She was wearing khaki shorts and a blue Xxxxx’s tank top.

She presented well to the public, but was notably unfriendly to this agent.  She did very little to greet the agent at the bar top and almost seemed reluctant to serve the agent. 

This bartender was observed during the first portion of the visit and was seen using an ice scoop and ringing in all beverages on the POS system.  Xxxxx was seen bouncing bottles to apparently cheat the pour spouts control or over pouring beverages, but was not seen committing overt theft of money.

At the end of Xxxxx’s shift, she was seen consolidating money from both POS register drawers into one drawer by simply amassing the cash and moving it to the primary drawer for her, which was the POS closest to the door.  This concerns this agent greatly and the agent can come up with no reasonable explanation why any single bartender would need two operating banks on separate POS machines at one time.  This makes the checkout system very convoluted.

In observing her checkout, there was an inordinate amount of “yellow scratch pad math” going on for this checkout was very alarming. 

This is a fairly up to date POS system that this agent is familiar with.  The bartender should simply be running a checkout in the presence of a manager and the checkout should tell exactly what the drop is.  This agent is confused about this checkout and highly suspicious of this procedure. 

Xxxxx was also seen counting out tips to her drawer and this should be avoided at all cost.  If bartenders want to change singles out to the bar, they should do it with the manager on duty after their cash out has been completed. 

Xxxxx was also observed taking a split of what looked like Sutter Home Chardonnay and putting it in her tip bucket on the way to do her checkout.  This was not seen rung in. 

This is also an ADLLC Violation as she is consuming alcohol while performing an act of “work” duty. 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.

Xxxxx was heard saying that she has been with Xxxxx’s for over ten years.  This type of long term employee knows the systems very well and knows where the holes in the system exist. Agent found a lot of her actions to be highly suspicious.

Bartender B came on duty wearing the nametag Xxxxx.  This bartender was wearing a white Xxxxx’s T-shirt that was worn un-tucked with shorts and a backwards baseball cap with a heavy metal band decoration on it.  This bartender did not present well to the public, looked slovenly, and would not entice any guest to the bar other than regulars that have been coming to the bar for years. 

Xxxxx was overheard having a conversation with Xxxxx where she was upset about someone “coaching” her on her pours.  Xxxxx was overheard saying something to the effect that they were watching and something was going to happen.  This lead this agent to the conclusion that these bartenders know that first, there are issues at the, second, they have been told or intimated to that there needs to be changes, and third that they are being watched. 

Agent’s analysis of this is they are aware that wrong-doing is happening and are on alert. Agent has concern that the investigations may be skewed because they are aware they are being “watched.” Last, it is a concern that this information is being spread and discussed within full earshot of paying customers – most of which are regulars. Agent suggests that the bartenders be instructed not to discuss such matters in front of paying guests or else face disciplinary action if they do.

During this visit, the agent was seemingly the only person seated at the bar that the bartenders did not know personally.  This made it very difficult to ascertain theft.  Xxxxx was also seen ringing in every beverage and going to every extent to hit the POS immediately after every transaction.

Bartender C was Chris.  She was a petite female Caucasian with light brown hair wearing shorts and a Xxxxx’s T-shirt. 

Chris was the only friendly bartender that this agent encountered.  Because of the changeover from Xxxxx, Chris was forced to delay her rings until Xxxxx cleared her drawer.  Although all drinks were seen apparently rung in once Xxxxx cleared her drawer, these bartenders have swipe cards and there should be no reason for delaying drink rings because the sales go directly to the server or bartender associated with that card.  Again all of this was rather concerning. This having been said, the agent did not witness overt theft from Chris either.

Though no overt loss of product other than the split of wine taken by Xxxxx was witnessed, this agent has serious concerns about this bar. Those will be briefly outlined:  There is not active management presence in this bar from anyone who doesn’t directly profit from tips.  As noted earlier, the case of multiple banks in use by one bartender on separate POS systems is concerning and something that this agent has not seen before in any bar, club or restaurant either managed or evaluated. 

There was also a curious POS screen seen after one of the regulars cashed out.  The total came through from Xxxxx and instead of issuing a price like the agent’s $3.75, this screen read -$10.00. 

The only thing that this agent can think of is a system of house accounts where the clientele is sold on credit or pre-sold alcohol.  This is a gray zone in understanding for this agent and should be investigated by the owners both in terms of loss and in terms of liquor law compliance.  For liability purposes, all guests should have a record of what they have consumed on that visit.  There were no visible receipts at all during the entirety of this visit. 

Lastly, another employee, female with a tribal arm band was seen drinking alcohol heavily on this shift.  This is a bad practice and will inevitably lead to massive losses behind the bar.  It is this agent’s opinion that these bartenders are  most likely consuming much of the loss. 

Michael Zenner - CEO      
Hospitality Checkpoint
hospitalitycheckpoint.com

bartheft.com  (blog)
Hospitality Checkpoint PLLC
PI Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com

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

© hospitality checkpoints Inc. 2011


Bartender Theft - not ringing in cash drinks.

November 16, 2010 20:22 by administrator

Bartender Summary                                                     

  • Bartender 1 – Xxxxxx Xxxx, approximately 6’, wearing a grey baseball cap with brown curly collar-length hair showing in back, navy blue with white stitching Xxxxxx polo shirt tucked into khaki cargo shorts. 

Agent and associate took a seat at the bar and were greeted by the bartender right away.  He approached, placing beverage napkins on the bar in front of us and asked what he could get us to drink. 

The bartender was not unfriendly, but he did not smile and acted almost disinterested.

Agent and associate chose alcoholic beverages and the bartender moved right away to retrieve them.  He placed the beverages on the napkins and moved to the POS.  Agent surmised that he was starting us a tab.  He immediately walked back to us asking if we would like to see food menus; we said yes. 

He did not suggest an appetizer.

The bartender neglected to identify a method of payment, obtain our names, secure a credit card or introduce himself.  He also neglected to ask for identification from agent or associate, both of whom are both under age 35. 

Agent observed the bartender serve a female guest alcohol without asking for identification; this woman appeared to be under age 25. 

There was an occasion toward the end of the evaluation when 2 male guests approached the bar, one of whom appeared to be 20-22 years of age.  Agent observed the bartender requested identification from this man before serving him.

To avoid liability or liquor violations, agent would suggest carding anyone appearing to be 30 or under, not only people appearing under 21.

In addition to not securing a credit card, the bartender also did not place tab chits in front of bar guests running tabs.  Securing a credit card for guests wishing to run a tab is vital for avoiding profit loss due to guest walkouts.  Particularly in an establishment such as this, with an atmosphere for moving around to play games, socialize or sit on the patio to smoke.  If a guest does not wish to have their credit card held behind the bar, the bartender could pre-authorize the credit card when opening the tab and return the card to the guest.

At the beginning of the evaluation, there were approximately 8 dirty 32-oz beer mugs sitting in the service well and 4-5 sitting on the bar rail above the triple sinks, along with the dirty glassware piled up to the left of the triple sinks.  The bartender spent approximately 10 minutes chatting with a female bar guest before he made any moves to take care of the buildup of dirty glassware.  From that point on, the bartender was observed washing glassware frequently and not allowing it to build up beyond the small are near the sinks.

The bartender returned to take our food order, immediately ringing it in, and returned with plastic baskets lined with paper, silverware roll-ups and extra napkins.   

Our food was delivered by a server who auctioned the food off to us 16 minutes after it was ordered.  Agent felt the wait time was appropriate given the volume of food coming from the kitchen at the time.  The food was hot, fresh and prepared as ordered.  (Please see food and beverage summary for details.)

The bartender performed a check-back within 4 minutes of agent’s and associate’s food being delivered.

At approximately 9:27, agent observed the bartender greet 2 guests who had just approached the bar.  He served them a Bud Light 32-oz mug and a glass of White Zinfandel.  The bartender did not move to the POS to ring in the drinks; instead, he then served another guest, who agent believes paid cash.  Bartender then returned to washing dishes. 

Later in the evaluation, agent noted the man order a pint of beer, and at that time it appeared that the bartender also accounted for the first round they had ordered.  

Agent observed the bartender serve a guest a 32-oz domestic draught and charge $4.00, which was the correct price.  The bartender rang in the drink, put the cash in the drawer and returned the change to the guest, but he did not give the man the itemized receipt, as Xxxxxx policy requires.

Agent noted a peculiar behavior from the bartender that caused the bar to appear dirty and disorganized.  The behavior was that he only chose certain items to clean off of the bar instead of cleaning up everything.  There were many dirty glasses or empty food baskets that sat on the bar for extended periods of time, but he would clean up something right next to them.  The following are examples of such behavior:

  • At 9:44, agent’s empty food basket was pushed forward on the bar and was next to an empty glass that had been there for some time prior. 
  • At 9:46, the bartender walked past agent, approached and probed a guest near agent about a refill on their pint of beer, which was 90% empty.  The guest ordered a new beverage and the bartender retrieved it, served it and accounted for it in the POS right away.  When the bartender served the beverage to the guest, he neglected to remove their now empty glass or another empty glass that had also been there for some time.  He still made no moves to bus the area in front of agent.  
  • At 9:49, the bartender removed agent’s empty food basket, yet he left the empty glassware in front of agent and also the glassware that was in front of the guest seated near agent. 
  • At 9:51, the bartender took the empty glass in front of agent, but did not bus the glassware in front of the other guest.
  • At approximately 9:55, associate pushed their empty food basket forward and left the bar top for approximately 15-20 minutes.  Upon returning, the basket was still there but the glassware from in front of the other guest had been cleared.
  • At 10:25, he asked agent about a refill on their beverage.  Agent said yes, and he retrieved the new beverage, moved to the POS and apparently rang it in, took the empty glass and set it on a top-opening cooler where it stayed for quite some time.
  • At 10:27, agent noted an empty food basket and 2 empty beer mugs in front of bar guests.  It was 10:37 before the bartender approached to bus their area, at which time he took one of the empty glasses but left another and the basket. At 10:45, he removed the other empty mug, but still left the basket behind.
  • Agent was leaving the premises at 11:19 and associate’s dirty food basket was still sitting on the bar top.

Agent observed a service issue that falls into the ‘lack of attention to detail’ category.  A guest at the bar requested a refill on their empty water with lemon because the bartender had not offered.  The bartender used the glass they had and simply added water to it.  He did not add ice or more fruit, so when he set it down there was no ice left and a sad wedge of lemon bobbing in the glass.  A small step like taking time to add more ice and even probe about a fresh garnish only takes a second and makes a huge difference in the level of service.

Agent observed a guest at the bar who was served a second Xxxxxx, yet no move was made to the POS.  When the guest paid their tab, agent observed them pay with a $100 bill.  The change was simply set on the bar without being counted back.  When the guest left, agent looked at the itemized tab they left behind and there was only one of the guest’s beers listed on the tab.

Agent and associate requested their tab from the MOD while the bartender was away from the bar and had been for some time; agent surmised he was taking a food break.  The MOD spent approximately a minute looking through the POS for our tab, printed it out and left the bar area; agent assumes to ask the bartender if it was complete and correct.  The MOD returned in short order and processed the payment right away.  Agent’s check was correct.

If the bartender would have secured a credit card or at least asked for a name at the time he started the tab, this waste of time could have been avoided.  In this instance, the establishment was not very busy, but if it would have been, the time spent could have lowered the overall level of service to the other guests.

Agent’s overall impression of the bartender was that he appeared to want to offer good service and do the right thing, but he was lacking attention to detail and was not proactive.  This sub-par service resulted in at least one alcoholic beverage given away for free, and the bar top left in disarray. 

BARTENDER THEFT:

Michael Zenner - CEO      
hospitality checkpoints Inc.
hospitalitycheckpoint.com

bartheft.com  (blog)
Hospitality Checkpoint PLLC
PI Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com

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

© hospitality checkpoints Inc. 2010


Bartender Theft - putting all stolen money for drinks/tips into the bartender tip jar.

November 15, 2010 18:19 by administrator

Bartender Summary

The agent observed the following bartenders during the noted evaluation:

  • Bartender # 1:  Xxxxx; Caucasian Male, late 20’s, medium build, 6’0” with short blonde/light brown hair.  Gave name when serving the agent.  Wore a Cardinals jersey and jeans.
  • Bartender # 2: Xxxxx; Caucasian Male, late 20’s, slim build, 5’5” with dark brown hair.  Wore a green Eagles jersey
  • Bartender #3:  Caucasian Male, mid 30’s, stocky to muscular build, 6’2” with short black spiked hair.  He wore a sports jersey and often used the whistle and air horn.  He wore a Cardinals Jersey for #34 Wilson.

The agent was greeted as he approached the bar by Xxxxx.  He immediately gave his name and asked what he could do for the agent and the agent’s guest.  He did not request a liquor preference, and did not try to up sell at this time.    He simply took the order, turned and put the drink order into the computer, made the drink and then returned for form of payment.  

Several bartenders were working that evening and seemed to be interchangeable throughout the evening.  Xxxxx seemed to be the one constant.  All of the bartenders seemed to be having fun, enjoying themselves and working together as a team. 

All of the bartenders that evening used the jigger to pour out their liquor, however they were not precise, and ended up over pouring anyhow, effectively making the jigger useless.  They would fill the jogger with alcohol, continue pouring (tailing) the alcohol, as they poured the jigger in to the glass, and would continue pouring the alcohol as they moved from one glass to the other in the instance that they were making several of the same drink.

Xxxxx never used an ice scoop and often used his hand to finish scooping the ice into each glass he was filling.  This is a health hazard for the bar and could get many people sick. It’s an AZ health Code Violation, a rookie thing to do, and more so, just plain gross.

All of the three bartenders mentioned above would ring in the drink orders after the order was placed and prepared.  They all were consistent about walking over to the computer with the form of tender and inputted the order.  They were all consistent in this regard. 

The bar back area was clean for the most part.  Xxxxx had his cell phone laying to the left of the cash register and he often checked it. 

Throughout the evening all three bartenders mentioned above serviced the agent.  Both Xxxxx and Xxxxx were friendly and introduced themselves, and attempted to make small talk with their customers.  Bartender 3 was a bit gruffer and less personable.  He looked more bothered to be there.  He did not have the friendly demeanor that the rest of the staff had.

When the agent ordered the second round of drinks Xxxxx made a suggestion for an up sell.  The agent agreed to go with his suggestion.

The interactions between the bartenders and cocktail servers seemed seamless.

Please see the Food and Beverage Section for more information.

Food and Beverage Summary


DO NOT POST THIS SECTION TO STAFF
SPOTTER ANONYMITY WILL BE COMPROMISED

Drinks:

The agent’s associate ordered a vodka and sprite.  This was served to the agent’s associate in a short rocks glass.  The pour count was appropriate, and the correct amount was charged.  The agent handed Xxxxx cash for the round and told him to keep the change.  The agent wanted to see if Xxxxx would attempt to pocket the money due to the fact that he made the drinks before ringing it in to the system.  Xxxxx walked over to the computer, and then threw the money all in to the tip jar. 

The agent then approached the bar a second time.  Xxxxx quickly came over noticing that he had served the agent before.  The agent placed an order for a vodka sprite again, Xxxxx then mentioned that vodka was on a $2 special that evening and asked if the agent would like to make it a double for $4.  The agent agreed.  The pour count for this drink was very heavy.  The agent again handed him cash and told him to “keep the change.”  Xxxxx once again went to the POS but put all the money in to the tip jar. 

BARTENDER THEFT:

Michael Zenner - CEO      
hospitality checkpoints Inc.
hospitalitycheckpoint.com

bartheft.com  (blog)
Hospitality Checkpoint PLLC
PI Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com

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

© hospitality checkpoints Inc. 2010