Bartender Summary

• Bartender 1: Caucasian male with short brown hair. He had a slender build and wore a black button up shirt. He was identified as Xxxxxx.

Xxxxxx was very friendly and personable. He welcomed patrons as they approached his bar, and chatted with near by patrons during down times. He was located at the small bar near the patio, and next to the dance floor. He did not introduce himself when addressing the agent.

The agent approached Xxxxxx’s bar and was immediately greeted by him. He asked the agent for a drink order. He took the agent’s drink order, and quickly prepared the drinks. He served the drinks on the bar’s spill mats without napkins. He then advised the agent of the cost. After the agent asked to open a tab, Xxxxxx asked for a credit card. He started the tab on the POS and kept the card.

The agent proceeded to order the same drinks from all of the service staff in the establishment in order to see if there was a pattern in the amount charged for the drinks.

The agent found that all bar staff charged the same amount for the drinks they served whether the agent was paying with a credit card or with cash.

At the end of the agent’s evaluation with Xxxxxx, the tab was closed quickly and reflected the correct drink orders. Xxxxxx did not present his check in a black check presenter. Rather, he left the receipt on the bar top with a pen placed on it. The agent did not witness Xxxxxx give away any drinks, or do any over pours.

However, the agent was informed by a server that Xxxxxx would “hook up” people who he liked. In fact, the server who informed the agent of this took the agent’s order and returned with a double of the drink that was ordered. She attributed the stronger drink to Xxxxxx, and said the agent should get the rest of the drinks from him.

The agent tried to receive a similar “hook up” later on. Xxxxxx was not as generous in his pour to the agent as he was to the server.

• Bartender 2: Caucasian male with a bald head and muscular build. He had a tribal tattoo on his right arm. His name tag identified him as Xxxxxx.

Xxxxxx was pretty friendly to the patrons he served. The agent observed him servicing patrons with a positive demeanor and a professional urgency. He would serve drinks and then immediately ring them into the POS system and collect payment.

Xxxxxx was busy when the agent approached the bar, but still made eye contact with the agent within 30 seconds. He finished collecting payment for the drink he had just served, and proceeded to service the agent.

He asked the agent for a drink order. He then attempted to up sell the drink to a premium liquor.  He served the drink on the bar using cocktail napkins, then announced the cost of the drink order. He collected payment and made change appropriately, and accurately.

Xxxxxx did not give away any drinks during the evaluation period. Likewise, Xxxxxx input every drink order that he served into the POS and collected payment or credit card. The agent was pleased by his work ethic, demeanor, and honesty during the evaluation.

Xxxxxx was very good about using a jigger to measure his pour. At no time did the agent see him free pour drinks, or over pour drinks. Drink orders were an appropriate size, and always garnished properly and placed on cocktail napkins.

• Bartender 3: Caucasian female with no name tag. She had brown hair that she wore in a pony tail, and hoop earrings.

The agent observed that bartender 3 could frequently free pour her drinks, and then over pour many of them. Additionally, her work demeanor seemed rushed and disorganized. She poured drinks and served them to patrons who placed their empty glassware on the bar. She collected payment and input the orders into the POS and then moved on to a new drink order without removing the nearby empty glassware from the bar. As a result the area around her was often filled with dirty glasses and napkins on the bar.

The agent did not witness this bartender giving away any drinks during the evaluation period. All of her drinks were served in the appropriate glass sizes. However, as mentioned earlier, the bartender’s pours were not consistent and often heavy.

• Bartender 4: Caucasian male with a thicker build. He was identified as Xxxxxx.

Xxxxxx was very abrasive and a little rude. At one point, the agent observed Xxxxxx very sternly tell a patron that happy hour had ended, thus beers now cost more. The agent believes that Xxxxxx rubbed a lot of patrons the wrong way and seemed angry.

Xxxxxx did use cocktail napkins, and cleaned the bar around him when serving drinks

The agent also observed that Xxxxxx would often group ring in his orders. He would take and server at least two orders before ringing in all of the orders into the POS. The agent believes that the practice of group ring ins to be very dangerous as there is a tendency to make mistakes, or mis-rings when the bartender gets overwhelmed. He may very well be using this technique to mask bar theft; however, it cannot be substantiated.

Agent recommends that management instruct bartenders that this method or ringing is strictly prohibited and any further occurrences will be viewed as a theft occurrence.

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.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

© Eye Spy Spotter Services Inc. 2010

Bartender Summary:

1.      Bartender 1:  Caucasian female, short dark hair, tattoos on arms

2.      Bartender 2:  Caucasian male, short hair, glasses

The agent approached the bar top and was greeted by Bartender 1 within one minute.  Bartender 1 was not friendly, did not smile, and asked the agent and associate what we would like to drink in a very hurried manner.  The agent and associate ordered two drinks and Bartender 1 quickly fulfilled the drink order and then stated the amount owed by memory.  The agent provided Bartender 1 with a cash bill, and Bartender 1 moved to the cash register and was seen entering in the amount stated and then Bartender 1 returned back to the agent with the correct amount of change.  Each interaction with Bartender 1 went similarly, and each time she seemed less and less friendly. 

Each time, Bartender 1 did record the transactions into the cash register.  Two drinks were ordered through Bartender 2, and he was quiet but seemed friendlier than Bartender 1.  Bartender 2 handled the transactions similar to Bartender 1, in that he would deliver the drinks; verbally state the amount owed, and then register the cash provided into the cash register. 

The agent did observe a few questionable interactions with patrons that the bartenders apparently knew on a personal level. 

·        At 11:35pm the agent observed two male patrons at the bar top get served two beers by Bartender 1, and the agent did not see Bartender 1 collect any cash from these patrons.  Bartender 1 communicated with these patrons on a very familiar level and seemed to know them on a personal basis.  No transaction was made.

·        Another group of patrons, a larger group of six or more people, appeared to be well known by both bartenders.  The agent observed multiple instances in which this group of patrons was served drinks but the agent did not observe these drinks recorded into the cash register.  Moreover, the agent did notice rather large tips being provided to the bartenders from this group of patrons – just not register transactions. 

This same large group of patrons caused quite a spectacle within the establishment, as they were extremely intoxicated. 

At one point, a male patron from that group removed his shirt and proceeded to dance around the establishment, finally ending up rolling around shirtless on one of the pool tables.  This male patron continued to be served alcohol, and was seen posing for pictures with many of his friends. 

TITLE 4, CHAPTER 3

4-244. Unlawful acts

14. For a licensee or other person to serve, sell or furnish spirituous liquor to a disorderly or obviously intoxicated person, or for a licensee or employee of the licensee to allow or permit a disorderly or obviously intoxicated person to come into or remain on or about the premises, except that a licensee or an employee of the licensee may allow an obviously intoxicated person to remain on the premises for a period of time of not to exceed thirty minutes after the state of obvious intoxication is known or should be known to the licensee in order that a nonintoxicated person may transport the obviously intoxicated person from the premises. For purposes of this section, "obviously intoxicated" means inebriated to the extent that a person's physical faculties are substantially impaired and the impairment is shown by significantly uncoordinated physical action or significant physical dysfunction that would have been obvious to a reasonable person.

Bartender 2 was observed smoking cigarettes outside the front entrance on a few occasions, and he was not seen washing his hands after smoking at any time.    

Michael Zenner - CEO  
Eye Spy Spotter Services Inc.
eyespyspotter.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

© Eye Spy Spotter Services Inc. 2010

Bartender Addendum:

Two small incidences happened during the agents visit to the Red Bar that may be worth mentioning. 

The outside bouncer came in to the bar complaining to Xxxxx about not feeling well.  I believe he said he had a sore throat.  Xxxxx whipped up a concoction for him in a small shot type of glass.  He was using simple ingredients in which did not make the agent suspicious, until the agent overheard Xxxxx telling the bouncer that there was some  alcohol in the drink.  Xxxxx did not ring this drink into the computer in any way, not even under a comp tab.  This is giving away alcohol, as well as the bouncer having alcohol on the job.

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.

The second incident happened at 11:18pm.  A small group of people came up to the bar, and seemed to be familiar with the bartenders.  They placed an order with the bartender for three drinks.  Xxxxx did not accept cash, did not take a room key and did not take any form of payment.  Xxxxx went to the register and typed a few things in, however he was servicing multiple guests at this time, and could have been entering in the other orders.  The agent did not have a clear view of the screen to see what he specifically was inputting.  The patron next to the agent spilled a drink, breaking the glass, and needed to order a new one.  This drink the guest paid cash for; this order was put in to the POS where it is unclear if the other was ever actually entered.

The third incident happened at 11:25pm.  Two men approached the bar; they were familiar with the bartenders, and had a tab open using an AmXxxxxan Express Credit card.  They ordered one more round of drinks and then asked to close out the tab.  While Bartender 2 went to grab the credit card for the tab, and the receipt, Xxxxx took a minute and introduced himself to the guests.  Bartender 2 handed the gentleman his credit card and receipt, and said “Xxxxx, we’ll take care of this one for you; because we’re silly like that.”  Xxxxx said ok, and then grabbed a $10 bill and threw it on the table for tip.  Bartender 2 threw it back.  They settled on four one dollar bills.  The agent did not see either bartender call a manager over to comp a check. 

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.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

© Eye Spy Spotter Services Inc. 2010

Bartender Summary:

Note:  Agent was told by a member of security that the establishment has seven bars.  During the two hour period, Agent was only able to visit five of the seven bars.  The following evaluations have been separated by bar.  Please note the general description of the bar as a reference.

Bar 1:  Xxxxxxxxxxxx of the pool tables

• Bartender A:  Xxxxx female, approximately 5’5” tall, thin build, long, straight, highlighted hair (Xxxxx on Xxxxx)

• Bartender B:  Xxxxx female, approximately 5’4” tall, stocky build, very curly Xxxxx hair

Name on Agent’s receipt reads “Xxxxx”

Agent and associates approached Bar 1 at 10:50PM.  The bar was observed to be very busy in an objective viewpoint.  Agent was requested to report speed/politeness of staff. Bartender A made eye contact with us within two minutes.  Bartender A elicited a drink order from the Agent over the din. Service was reported to be fast.  Bartender A did not make any connection with the Agent. Service is reported to be impolite.

Bartender A poured a solid 6-count highball.  Agent is not privy to the facilities standardized official pour count; therefore, will as a general rule, default to the national  standard highball contains about 1.5-ounces of liquor(4-count = 1.5 oz.). From this 4 count standard a 6-count highball is objectively flagged as an over pour. 

Bartender A served the drinks, sans beverage napkins (Agent cannot attest if this is a standard at this location or not, but reports it as such), and then asked Agent if they would like to start a tab or pay cash.  Agent handed over a credit card and asked Bartender A to go ahead and close it out.  Bartender A moved to the POS system. Agent noted Bartender A accounted for all drinks ordered accurately.

Bartender B also pours a 6-count highball. 

Bartender B was observed handling cash ethically, and counting change back accurately for guests.

Agent and associates sat at this bar for approximately 30 minutes observing operations.  At approximately 11PM, Bartender A was observed preparing three, pink-colored shots for customers at the end of the bar.  Bartender A personally consumed one of the alcohol shots. Agent did not observe manager approval. Bartender A failed to ring up the shots on the POS or account for the liquor order in any matter apparent to Agent.

At 11:15PM, Bartender A greeted two male patrons. It was objectively obvious to Agent that Bar A was acquainted with the patrons. The male patrons ordered 4 bottled beers, but Agent observed Bartender A charge for only two beers.  Agent audibly heard Bartender A state that the other two beers “are on me.” 

Bar 2:  Xxxxxxxxxxxxxxx of the pool tables, characterized by a Xxxxxxx xxxxxxxxxxxxx xxxxxxxxxxxxx

• Bartender C:  Xxxxx male, approximately 5’7” tall, with short, xxxx-xxxx hair under a ball cap; he has a goatee

• Bartender D:  Xxxxx female, approximately 5’8” tall, shoulder-length Xxxxx hair

Name on Agent’s receipt reads “Xxxxx”

Agent and associates took seats at Bar 2 at approximately 11:20PM.  This bar was observed to be very busy.  When we arrived, Bartender C was busy preparing approximately 15 shooters for a group of guests around the bar, while Bartender D took drink orders from the other guests around the bar. 

We waited approximately five minutes for service.

Bartender C waited on us as soon as he was available.  He was friendly and welcoming.  Agent would classify this as “polite” as instructed by management.

Drinks were prepared quickly and served without beverage napkins. 

Bartender C prepares highballs with a 6-count pour.  (4-count= 1.5 oz.) 

Bartender C offered to start a tab for us, but Agent instead presented a credit card and asked for the tab to be closed out.  Bartender C presented Agent with receipts. He did not have a pen when presenting bill. One was presented <1 minute later. 

Agent and associates sat at Bar 2 for approximately 50 minutes.  At approximately midnight, Agent observed as Bartender D prepared Rumplemintz shots for her bar guests.  Once prepared and served, Bartender D had two shots left over for herself and for another male employee behind the bar. The two consumed the shots and then continued working. Bartender A failed to ring up the shots on the POS or account for the liquor order in any matter apparent to Agent.

(Agent believed this man may have been a barback, but later he was observed answering a question for a bartender that seemed to be about the POS system.  Thus, he may have been the manager and therefore approved of the employee alcohol consumption.  He is a Xxxxx male, approximately 5’9” tall, with light Xxxxx hair under his ball cap.  His face was scruffy, but without full facial hair.) 

Bartender D also serves a solid 6-count highball.

Agent observed a plastic cup on the backbar filled with a dark Xxxxx liquid.  Agent did not see which bartender was drinking this drink and also cannot confirm that it was alcohol based.

Bar 3:  Second Floor, Left side when facing the rear of the building (larger than the bar on the right side)

• Bartender E:  Xxxxx male, approximately 5’7” tall; he has Xxxxx, wavy hair under a ball cap; his face was scruffy without the presence of full facial hair

Agent and associates approached Bar 3 at 12:15PM. Every stool at the bar was taken and there was a row of guests behind the bar stools waiting to be served.  Bartender E was working alone and was observed NOT to be “fast” as instructed to observe by management. 

On several occasions, Bartender E was observed to be objectively confused and stare at his liquor display for several minutes. 

Agent noted that Bartender E groups orders to ring in the POS. 

Agent waited for service at Bar 3 for 20 minutes without service or eye contact from Bartender E.  Due to time constraints and the number of bars still needing visits, Agent made a professional judgment call to move on without further observing Bartender E. 

Bar 4:  Second Level, Right side when facing the rear of the building

• Bartender F:  Xxxxx female, approximately 5’3” tall; she has long, thick, curly Xxxxx hair.

Name on Agent’s receipt reads “Xxxxx”

Bartender F proved to be skilled and efficient in service.  Agent navigated crowd to the bartop and received immediate eye contact and a friendly service from Bartender F.

Service was provided within 2 minutes.  Bartender F took our drink order at 12:40PM and fulfilled it promptly.  She moved to the POS and rang in the drink order.  She quoted a price, and Agent handed her a card with the instruction to close out the tab.  Bartender F closed out the card and handed Agent receipts to sign.

She pours a spot-on 5-count for highballs each and every time without deviation ever.

While seated at Bar 4, Agent observed Bartender F working with the man Agent had suspected was a barback.  This employee (a Xxxxx male, approximately 5’9” tall, with light Xxxxx hair under his ball cap) seemed to be answering a question for Bartender F about the POS system.  At this point, Agent was unsure of this man’s role in the establishment. 

Bar 5:  Smoking Bar, Top Floor

• Bartender G:  Xxxxx male, approximately 5’11” tall, clean shaven but scruffy, light Xxxxx hair under a ball cap

The smoking bar on the top floor was less busy than the other bars in the establishment.  Bartender G was neither fast nor slow. He was observed “polite” to some guests and obtuse to others.

Agent arrived at Bar 5 at approximately 1AM and sat for about 15 minutes.  At approximately 1:07, Agent observed Bartender G consume a shot of Dark Sambucca with a bar guest.  Agent did not observe manager approval. Bartender A failed to ring up the shots on the POS or account for the liquor order in any matter apparent to Agent.

Bartender G pours an inconsistent 5-count highball. Agent observed one rum and Coke observed was poured with a 7-count and served in a pint glass. 

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.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

Bartender Summary:

• Bartender:  Xxxxx:  Xxxxx male; wavy, brown hair under baseball cap; short goatee; blue Polo

The agent sat at the bar and was greeted immediately by Xxxxx.  They placed a drink order (See food and beverage summary).  They were carded.  It was delivered on a bev nap.  They were offered a menu.  The bartender said, “My name is Xxxxx.  Let me know if you need anything.”  He went to the POS.

A new customer sat down around the same time as the agent, placed a draft order, was delivered it immediately, and Xxxxx went to the POS.

Xxxxx did a visual check on them about 6 minutes later.

A new customer that was obviously a regular or employee sat at the bar.  Xxxxx asked if they wanted a certain brand, poured a large draft, delivered it to them, and then went to the POS.  Xxxxx chatted with the customer a bit as he looked at the specials board.

At about 7:28PM, another regular sat at the bar soon after, and a large draft was also delivered to them.  Xxxxx did not go to the POS immediately.  He went to the other side of the bar, got cash to tab out another customer, and then went to the POS.

At about 7:30PM, one more regular joined the bar.  They were also delivered a large draft, and Xxxxx went to the POS. 

Xxxxx checked on the agent, and they placed an order (See food and beverage summary).  He went to the POS.  A side basket with silverware and napkins was delivered about a minute later. 

Xxxxx checked on the agent a couple of minutes after their food was delivered.  They made a request that was delivered immediately (See food and beverage summary). 

About 7 minutes later, Xxxxx asked, “How is everything?  Good?”  He checked on them again about 14 minutes later, offering another drink (See food and beverage summary).  He checked on them again about another 7 minutes after that. 

At about 7:54PM, Xxxxx delivered another draft to the first aforementioned regular, and did not go to the POS right away.  He took a food order from another customer, then went to the POS.

Another customer placed a food order.  Xxxxx went to the POS.  Their food was delivered about 15 minutes later.

At about 8:08PM, Xxxxx delivered a pint to the 2nd aforementioned regular, then went to the POS.  A few minutes later, Xxxxx asked the regular if they wanted something to eat, because the kitchen had made a mistake.

At about 8:21PM, the agent heard a server call out an order.  Xxxxx delivered a draft to her, then took cash to the POS.

The agent finished their plate.  Within 3 minutes, Xxxxx asked, “Can I get that out of your way?” and did, but did not take away the side basket.

A group of new customers sat at the bar and were carded.  Xxxxx poured a 3-count of a liquor for one of their cocktails, and delivered beer to the others, then went to the POS.  Another new customer sat down around the same time, was greeted as an obvious regular, delivered their drink, and Xxxxx went to the POS.

At about 8:27PM, a draft was delivered to the 3rd aforementioned regular, and Xxxxx did not go to the POS. 

The agent placed an order (See food and beverage summary), which was delivered right away. 

At about 8:46PM, Xxxxx delivered another draft to one of the regulars, and went to the POS.

When the agent requested their tab, payment was processed quickly, and the tab was correct.  Xxxxx said, “Thank you.  Have a good night.”

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.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

I thought the article printed below was a pertinent article even though it was written about the retail industry as it also exemplifies the current theft epidemic in the bar-liquor service industry.

When the “Great Recession” started a year - year and a half ago, the Eye Spy office observed an anomaly in its regular mystery shop reports. The evaluations submitted with incidents of employee theft increased by an astounding 400%. It was astonishing. It was also very disconcerting to observe, albeit a boon for us, but still a bit to stomach.

I’ve always been under the impression of the 25%-50%-25% rule of bartender theft. 25% of bartenders will never EVER steal from you – it’s not in them and they have high integrity. Another 25% are the polar opposite and will rob the house EVERY single chance that they get. From day one they are testing the parameters looking for loopholes of theft opportunities. The other 50% is a bit gray. This group will still when an opportunity presents itself. Maybe they are disgruntled in there job, with their employer/manager or feel slighted in some way. Also, if they happen to be in financial dire straights – mortgage, alimony, child support etc. This group steals only occasionally when the opportunity or need is there. Now with that said, with that formula, 75% of bartenders WILL STEAL from the house at some point.

What happened here is a perfect storm of bartender theft so to speak. That group of 50% that was a gray area, well, they ALL started stealing and stealing big. Customers that we have had for 6 or 7 years with little or no theft occurrences were now having theft issues. Bartenders for the most part live hand to mouth with their money – it’s cash, very liquid, and comes and goes like that feather floating in Forest Gump.

They also have a “standard of living” and when they are used to making $100 - $300 a night, and are now making $50 - $150, well that becomes a financial issue. When their bartending shifts are cut back because of the sag in the economy and the owner wants to cut labor, well that becomes a financial issue. Their shift are cut back and is coupled with a drastic reduction in tips as well, well that becomes a financial issue. Some idiot irresponsible mortgage lender helped get them into that $500,000 home, then the teaser mortgage, resets and triples, well that becomes a financial issue. Now they’ve maxed out their credit cards, well that becomes a financial issue. With all that said, you can interpolate what the easiest and quickest solutions to their woes are – start stealing and that’s what happened and is still happening.

~Michael Zenner

Thefts by employees a big problem made bigger in hard times

Retailers spend a lot of time and money to prevent shoplifting, but a bigger threat to the bottom line is the person behind the counter.

No one knows exactly how much employees steal each year, but one national survey late last year showed that companies lost $18.7 billion in the 12 months ending in June because of worker theft — the largest single cause of retail “shrinkage.”

Another survey for 2008 found that employees stole far more than shoplifters and that among 22 large retailers, one in 30 employees was caught stealing.

“It happens from the top down to the bottom up,” said Terrence Shulman, an author and a counselor on the subject who is a lawyer with a master’s degree in social work.

Two recent local cases illustrate how large the problem can be. A former employee is suspected of stealing more than $300,000 in goods from a Target store in Kansas City. In Johnson County, a salesman and shipping clerk together stole an estimated $30,000 worth of suits from an Overland Park men’s store.

Experts say that with hard times, more employees are stealing, but many have always done it anyway. The U.S. Chamber of Commerce has long said that 75 percent of employees steal from their employers at least once.

They start small, get bolder and often get caught, said Casey Chroust, a vice president with the Retail Industry Leaders Association.

Said Shulman: “More are getting caught because security is getting more sophisticated, but there are fewer loss-prevention officers, so it’s kind of a wash.”

Allan Bachman, the education manager for the Association of Certified Fraud Examiners, last week called the situation “almost a perfect storm” as companies that are trying to weather the recession eliminate protective measures.

Two years ago, the association estimated that American businesses lost 7 percent of annual revenue to fraud, but the group now suspects that figure has grown. A short random survey last spring found fraud increasing as those who monitor it get layoff notices.If a company is floundering, some managers may try to loot the ship before it sinks, experts say. The same goes for employees facing layoffs and demands for harder work.At the boss levels, big money vanishes with fraud such as embezzlement and kickback deals with suppliers.“There is a possibility that schemes are being created right now that won’t be discovered for years,” Bachman said.

Bachman said thieves who steal by fraud are often people in positions of absolute trust. Said Shulman: “It is often the star employee who is led out in handcuffs.”

The Target employee suspected in the massive thefts from the discount chain’s Ward Parkway store had worked there since the store opened and was considered its best employee, police said.Target security officers in January realized items were missing from a loading dock and started an investigation.

Police were called in to investigate and officers conducting surveillance watched as the female employee helped to put merchandise from the loading dock in two movers’ trucks. Officers followed one truck to a Henry County farmhouse, and they found about $100,000 worth of Target goods there. Officers said the house was set up like a store, with mini-refrigerators and freezers on a back porch, household items in one room, and toys and clothes in another. It was one of four such farmhouses they raided. The investigation continues, and the woman has not been charged.

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.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

© Eye Spy Spotter Services Inc. 2010

Red Bar

1. Bartender 1: Xxxxx, Caucasian 5’6” tall, long blonde hair pulled back in to a side ponytail.  The bartender wore a black tank top and black pants

1. Bartender 2:  Xxxxx, Caucasian 5’11” tall, brown hair pulled back in to a ponytail.  He had long thick sideburns.  He wore a black t-shirt and black pants.  He was identified by customers as Xxxxx.

The agent approached the bar and was quickly greeted by Xxxxx.  Xxxxx was friendly smiled at the agent and asked if he would like to place an order.  The agent indicated that he needed a few moments to decide, and look at the menu. 

Xxxxx patiently waited while he served other guests, and leaned on the back counter between guests. 

When the agent did decide on a drink, Xxxxx asked if the agent had a liquor preference.  Once the drink order was complete, Xxxxx turned and placed the drink order in to the computer.  When the agent requested to start a tab, Xxxxx requested a credit card to start a tab.  Xxxxx placed the credit card in a small glass to the left of the left POS. 

The agent observed Xxxxx handing receipts to every customer who paid with cash.  The tip from the customer would go in a clear plastic cylinder that was on top of the left POS leaning on a small structural wall that separated the bar back in half.

Xxxxx seemed to be enjoying himself at work that evening.  He would make small talk with the guests as well as with Bartender 2.  A happy bartender always seems to make for happy guests.  There was a bit of casualness about the way the two bartenders interacted and joked with each other.

When the cocktail servers would place orders, a receipt would print out to the bartenders POS.  Instead of placing the chit with the drinks made, and handing both the receipt and the drink to the server, every chit was thrown away after the order was read.  The cocktail waitresses never received this piece of paper verifying their drink orders. This should be a required practice in case verification is ever needed.

A bar back was quite busy helping out the bartenders throughout the evening.  He would bring them clean glasses, and clear out the dirty used glasses.

Xxxxx as well as Bartender 2 cleared off the bar top immediately after the drinks were finished.

Once the agents drink would become half full, Xxxxx would ask if the agent needed an additional drink. 

Every drink ordered was put in to the POS system.  The check was presented correctly with no mistakes.  The final payment was accepted and processed in a timely manor.

Please see the Addendum for additional information that may put the agent’s identity at risk.

Addendum:

Two small incidences happened during the agents visit to the Red Bar that may be worth mentioning. 

The outside bouncer came in to the bar complaining to Xxxxx about not feeling well.  I believe he said he had a sore throat.  Xxxxx whipped up a concoction for him in a small shot type of glass.  He was using simple ingredients in which did not make the agent suspicious, until the agent overheard Xxxxx telling the bouncer that there was only a small amount of alcohol in the drink.  Xxxxx did not ring this drink into the computer in any way, not even under a comp tab.  This is giving away alcohol, as well as the bouncer having alcohol on the job.  At the very minimum this drink should have been rung in as a comp drink.

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 second incident happened at 11:18pm.  A small group of people came up to the bar, and seemed to be familiar with the bartenders.  They placed an order with the bartender for three drinks.  Xxxxx did not accept cash, did not take a room key and did not take any form of payment.  Xxxxx went to the register and typed a few things in, however he was servicing multiple guests at this time, and could have been entering in the other orders.  The agent did not have a clear view of the screen to see what he specifically was inputting.  The patron next to the agent spilled a drink, breaking the glass, and needed to order a new one.  This drink the guest paid cash for; this order was put in to the POS where it is unclear if the other was ever actually entered.

The third incident happened at 11:25pm.  Two men approached the bar; they were familiar with the bartenders, and had a tab open using an American Express Credit card.  They ordered one more round of drinks and then asked to close out the tab.  While Bartender 2 went to grab the credit card for the tab, and the receipt, Xxxxx took a minute and introduced himself to the guests.  Bartender 2 handed the gentleman his credit card and receipt, and said “Eric, we’ll take care of this one for you; because we’re silly like that.”  Eric said ok, and then grabbed a $10 bill and threw it on the table for tip.  Bartender 2 threw it back.  They settled on four one dollar bills.  The agent did not see either bartender call a manager over to comp a check. 

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.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

© Eye Spy Spotter Services Inc. 2010

Red Bar

1. Bartender 1: Xxxxx, Caucasian 5’6” tall, long blonde hair pulled back in to a side ponytail.  The bartender wore a black tank top and black pants

1. Bartender 2:  Xxxxx, Caucasian 5’11” tall, brown hair pulled back in to a ponytail.  He had long thick sideburns.  He wore a black t-shirt and black pants.  He was identified by customers as Xxxxx.

The agent approached the bar and was quickly greeted by Xxxxx.  Xxxxx was friendly smiled at the agent and asked if he would like to place an order.  The agent indicated that he needed a few moments to decide, and look at the menu. 

Xxxxx patiently waited while he served other guests, and leaned on the back counter between guests. 

When the agent did decide on a drink, Xxxxx asked if the agent had a liquor preference.  Once the drink order was complete, Xxxxx turned and placed the drink order in to the computer.  When the agent requested to start a tab, Xxxxx requested a credit card to start a tab.  Xxxxx placed the credit card in a small glass to the left of the left POS. 

The agent observed Xxxxx handing receipts to every customer who paid with cash.  The tip from the customer would go in a clear plastic cylinder that was on top of the left POS leaning on a small structural wall that separated the bar back in half.

Xxxxx seemed to be enjoying himself at work that evening.  He would make small talk with the guests as well as with Bartender 2.  A happy bartender always seems to make for happy guests.  There was a bit of casualness about the way the two bartenders interacted and joked with each other.

When the cocktail servers would place orders, a receipt would print out to the bartenders POS.  Instead of placing the chit with the drinks made, and handing both the receipt and the drink to the server, every chit was thrown away after the order was read.  The cocktail waitresses never received this piece of paper verifying their drink orders. This should be a required practice in case verification is ever needed.

A bar back was quite busy helping out the bartenders throughout the evening.  He would bring them clean glasses, and clear out the dirty used glasses.

Xxxxx as well as Bartender 2 cleared off the bar top immediately after the drinks were finished.

Once the agents drink would become half full, Xxxxx would ask if the agent needed an additional drink. 

Every drink ordered was put in to the POS system.  The check was presented correctly with no mistakes.  The final payment was accepted and processed in a timely manor.

Please see the Addendum for additional information that may put the agent’s identity at risk.

Addendum:

Two small incidences happened during the agents visit to the Red Bar that may be worth mentioning. 

The outside bouncer came in to the bar complaining to Xxxxx about not feeling well.  I believe he said he had a sore throat.  Xxxxx whipped up a concoction for him in a small shot type of glass.  He was using simple ingredients in which did not make the agent suspicious, until the agent overheard Xxxxx telling the bouncer that there was only a small amount of alcohol in the drink.  Xxxxx did not ring this drink into the computer in any way, not even under a comp tab.  This is giving away alcohol, as well as the bouncer having alcohol on the job.  At the very minimum this drink should have been rung in as a comp drink.

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 second incident happened at 11:18pm.  A small group of people came up to the bar, and seemed to be familiar with the bartenders.  They placed an order with the bartender for three drinks.  Xxxxx did not accept cash, did not take a room key and did not take any form of payment.  Xxxxx went to the register and typed a few things in, however he was servicing multiple guests at this time, and could have been entering in the other orders.  The agent did not have a clear view of the screen to see what he specifically was inputting.  The patron next to the agent spilled a drink, breaking the glass, and needed to order a new one.  This drink the guest paid cash for; this order was put in to the POS where it is unclear if the other was ever actually entered.

The third incident happened at 11:25pm.  Two men approached the bar; they were familiar with the bartenders, and had a tab open using an American Express Credit card.  They ordered one more round of drinks and then asked to close out the tab.  While Bartender 2 went to grab the credit card for the tab, and the receipt, Xxxxx took a minute and introduced himself to the guests.  Bartender 2 handed the gentleman his credit card and receipt, and said “Eric, we’ll take care of this one for you; because we’re silly like that.”  Eric said ok, and then grabbed a $10 bill and threw it on the table for tip.  Bartender 2 threw it back.  They settled on four one dollar bills.  The agent did not see either bartender call a manager over to comp a check. 

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.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

© Eye Spy Spotter Services Inc. 2010

Bartender Summary

Bartender 1:  Xxxx, 5’8”, Xxxxx, in his twenties, with a medium build and a Xxxxx buzz cut.  He introduced himself as Xxxxx.

Bartender 2:  Xxxxx, 5’2”, Xxxxx, in her twenties, with a petite build and Xxxxx hair.

Bartender 3:  Xxxxx, 5’4”, Xxxxx, in her twenties, with a slender build and long, Xxxxx hair worn in a ponytail.  Xxxxx referred to her as his sister.

The bartenders wore the xxxxx-and-xxxx, xxxxx uniform shirt and had a neat and groomed appearance.

The agent was seated several minutes before he was acknowledged by a bartender.  Although Xxxxx walked by him several times, he did not address him.

After several minutes, Xxxxx approached and placed a cocktail napkin and then a menu in front of the agent, but he did not speak.  He returned shortly and asked if the agent cared for something to drink.

Xxxxx relayed the agent’s order to Bartender 3, who prepared the drink after several minutes.  Xxxxx delivered the drink and asked if the agent cared for something to eat.  He did not mention any specials or make any recommendations.  He also did not ask whether the agent had been to the establishment before.

While the agent was deciding on food, Bartender 2 approached and asked if he had any questions about the menu.  She was friendly and smiled.

Xxxxx returned in appropriate time to take the order.  He did not offer up-sell options or additional courses—in fact, he down-sold the agent’s order.  Please refer to the Food and Beverage Summary for details.

Xxxxx placed a printed tab in a glass in front of the agent immediately after taking his food order.  He provided napkins and silverware quickly thereafter, and delivered chips and salsa within minutes.

All items arrived very quickly after they were ordered, and Xxxxx checked back after each course as appropriate.

Bartender 3 appeared to handle most of the service bar volume, which she did attentively and according to protocols.  All bartenders delivered consistent 1 ¼-ounce pours for single-liquor drinks—slightly less than the establishment standard.

The bartenders kept printed tabs in front of guests and updated them immediately after preparing rounds.

Although the bartenders appeared to account for all drinks prepared for bar guests, the agent observed three issues of integrity:

At 7:11pm, Bartender 2 prepared two mixed drinks atop the shelves and coolers, and in the Agent’s opinion, making an obvious effort to try to be out-of-sight.  She walked the drinks over to a high-top table in front of the bar at which was seated Xxxxx patrons.  Bartender 2 conversed briefly with two of the patrons, who demonstrated their thanks, making it obvious to the Agent through the mannerisms that Bartender 2 had provided the drinks gratis.  When Bartender 2 returned behind the bar, she did not ring in the drinks.

At 7:12pm, Bartender 3 opened the drawer using “No Sale.”  She took cash out of the register, then walked to the end of the service bar, where she first appeared to try to enclose the cash in her hands, then to place it in the bar rail.  In a matter of seconds, she picked up the money again and walked to the other side of the bar.  Her hands were then out of the agent’s view, but the agent believes Bartender 3 was either putting the money in a purse or a pocket, or otherwise hiding it.

The bartenders allowed the cash register drawer to remain open for as long as five minutes.  The agent did not observe any theft as a specific result of this, but the practice is often indicative of an effort to avoid having to ring in items.

On their down-time, the bartenders exerted effort towards keeping the area behind the bar clean, but they were not quick to clear the bar top, as empty glasses and bottles remained after guests departed.  The bartenders appeared focused on end-of-night cleaning, as they asked one another what had already been done.

The bartenders handled fruit with their bare hands.

Xxxxx proved friendly and made an effort to chat with guests.  He also extended a handshake and introductions.  Bartender 2 also appeared pleasant and periodically checked on the agent; Bartender 3 did not circulate the bar top.

When the agent was finished eating, Xxxxx offered him a box and removed his plates to the kitchen, returning with the remaining food already packaged. 

Xxxxx did not offer the agent dessert or coffee.

Xxxxx informed guests that he was departing before leaving the bar. The agent ordered another item after Xxxxx departed, and Bartender 2 provided fresh linen and silverware.  The item arrived within five minutes, and Bartender 2 checked on the agent shortly.

Bartender 2 asked if she could offer the agent anything else.  She did not specifically ask about dessert or coffee.  The agent liked the professional and polite verbiage Bartender 2 used.

Bartender 2 promptly processed the agent’s payment after he presented it; the itemized receipt in front of him had been maintained throughout the visit and was correct.

Bartender 2 returned the itemization with the agent’s credit card receipts.  She did not ask for identification for his card, as it instructs.

Bartender 2 smiled and thanked the agent after processing his payment.

Both Bartenders 2 and 3 called to the agent with thanks and goodnight as he departed.

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.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

© Eye Spy Spotter Services Inc. 2010