BARTENDER THEFT:

Bartender Summary

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

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

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

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

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

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

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

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

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

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

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

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

TITLE 4, CHAPTER 3

4-244. Unlawful acts

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

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

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

TITLE 4, CHAPTER 3

4-244. Unlawful acts

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

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

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

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

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

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

TITLE 4, CHAPTER 3

4-244. Unlawful acts

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

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

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

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

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

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

© Eye Spy Spotter Services Inc. 2012

BARTENDER THEFT:

Bartender Summary

• Bartender 1 – Vxxx (xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx)

Agent and associate were greeted by Bartender 1 shortly after sitting. She said “Hi, what can I get you to drink?” Agent and associate placed an order for margaritas and she asked “on the rocks or frozen, with or without salt?” she then immediately made and delivered the drinks. There was no request for a credit card to secure a tab nor a request for payment at this time. A few minutes later she asked if we would like chips and a menu.

Bartender 1 was taking care of not only guests sitting at the bar but the xxxxxx and 2 xxxxx as well. All were full and she was very busy but seemed to manage it well as people were served quickly.

Agent replied yes and Bartender 1 handed us menus. Several minutes later the busser brought out the chips and 2 dishes of salsa.

About ten minutes later Bartender 1 came back and asked if we were ready to order. Associate asked several questions and bartender 1 was very helpful with explain the items. Agent placed an order and bartender 1 turned to the POS and rang it up. The appetizer was delivered about five minutes later.

Bartender 1 was taking care of not only guests sitting at the bar but the three booths and two high top tables as well. All were full and she was very busy but seemed to manage it well as people were served quickly.

Agent and associate observed Bartender 1 making specialty margaritas from scratch for a server, she then poured what appeared to be Grand Marnier in a shot glass and served it to a xxxxxxx woman with black braided hair sitting at the bar. Bartender 1 did not ring up the shot after serving it.

Serveral minutes later, the customer got up and left waving good bye to the bartender. She left a $10 bill on the bar top which stayed there approximately 5 minutes until bartender bussed the bar top in which time she put the $10 bill directly into her tip jar.

Agent observed Bartender 1 ringing up drinks in groups. She would make her rounds throughout the bar and take drink orders, make them and then go to the POS and ring up. Agent could not tell if all drinks were rang up because of these actions. This leaves room for potential error on the bartender to possibly miss ringing drinks and lost profits. Management should address this immediately.

Bartender 1 offered additional drinks at the appropriate times. She delivered and processed the final check accurately and quickly, She thanks us and said enjoy your dinner.

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

© Eye Spy Spotter Services Inc. 2012

BARTENDER THEFT:

Bartender Summary

• Bartender: Hispanic female with a slender physique. She had wavy brown hair and was professionally presented wearing a black shirt, and black skirt. She was identified as Xxxxxx.

The agent was seated at the bar for approx. 1 minute before the bartender approached and welcomed the agent. She smiled and asked what she could get the agent while she placed a menu down on the bar top.

The bartender was very knowledgeable about the drinks she served. She had good product knowledge about beers and wines. She was able to advise the agent through a beverage selection.

The agent’s drink order was prepared very quickly and presented on a cocktail napkin. The bartender immediately took payment for the drink. She went to the POS and input the order and processed the agent’s payment quickly.

Even though the bartender had good product knowledge, she failed in attempting to up sell patrons. The agent observed her making drink orders exactly how they were called. She did not offer alternatives, or mention that there were any specific brands available.

The bartender’s attention to detail and service was average. She did ask agent if agent was interested in placing a food order. She did service staff very well. However, she did forget about a couple that was sitting on the far end of the bar (at the end closest to the entrance) and didn’t take their order for over 10 minutes into the evaluation. The agent also observed her asking a patron who had walked up to the bar to order a drink, “just one drink?” The tone she used was a little too casual, given the mood and ambiance of the establishment.

The agent observed her take an order for a vodka and cranberry. After she had already gotten the bottle to pour the drink, the patron got her attention and changed the order to a Kettle and cranberry. In the agent’s opinion, had she have attempted to up sell the drink, she would have offered exceptional service and avoided the awkwardness of being stopped as you’re about to pour for a change up.

During the evaluation, the agent observed the bartender allowing service staff to enter behind the bar and look through the bottled beers. The server (a young Hispanic male) was asking about the various types of beer that were offered. The bartender knew he was back there. She was instructing him on where to look to see all of the various beers. Although the agent overhead the bartender infer that the server could grab one if he needed one, the server left empty handed back to his section.

In the agent’s opinion, unfettered access to the bar is an open invitation to theft. The bartender’s responsibility should be to make sure that all alcohol sales are accounted for. If other staff is allowed behind the bar, it creates integrity risks that the bartender may be held accountable for later on down the road.

At approx. 9:30pm, the agent observed the bartender ask for $4.75 as payment for a Red Ale from a patron. After she was given a $20 for payment, she did not go to the POS. Instead, the agent observed her move the cash under the bar (where the agent could not see what she was doing). From the agent’s perspective, she appeared to be counting out change in her tip jar. Once she was done counting, she left the cash under the bar and continued to take another patron’s drink order.

No one who was seated at the bar had an itemized receipt placed in front of them. The patrons would either pay as they went (as the agent did) or would run up an unsecured tab. The agent could not determine the rationale behind who would get charged or who would be allowed to run an unsecured tab. In either case, the agent believes not having a receipt (even as a placeholder) could potentially be an integrity concern.

The bartender did not follow up or perform quality checks with regularity. For several minutes, the agent sat with a nearly empty drink waiting for the bartender to notice. By the time she did notice the agent’s drink level, it was practically bone dry.

At the end of the evaluation, the agent received a warm parting salutation from the bartender. She was seen immediately picking up the agent’s used glassware and wiping the bar top down. She neatly prepared it for use.

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

© Eye Spy Spotter Services Inc. 2012

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      
Eye Spy Spotter Services Inc.
eyespyspotter.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

© Eye Spy Spotter Services Inc. 2011

BARTENDER THEFT:

Bartender Summary

• Bartender 1 – Caucasian male with xxxxx and xxxxxxxxxx wearing xxxxxxxxxxxxxx shirt and xxxxxx with tattoos on xxxxxx.

• Bartender 2 – Caucasian male with xxxxxx wearing a xxxxxxxxxx down shirt and xxxxxxxxx with black Dickies hanging down below his butt.

Agent and associate took a seat at the bar and were greeted by bartender 2 within 2 minutes.

He approached and spun napkins onto the bar top and asked what we would like to drink.  He did not offer a specialty drink menu so agent asked for one. 

He did not introduce himself or ask if we would like anything to eat.

Bartender 2 set about making the drinks we ordered right away and returned with them placing them on the cocktail napkins and chatting with us for a moment before moving down the bar to speak to another guest.  Bartender 2 made no move to the POS, did not quote us a price and did not request a credit card for a tab.  There was an issue with one of the drinks. (Please see food and beverage summary for details.)

Later in the evaluation associates drink was completely empty for nearly 5 minutes before bartender 2 approached and asked about another.  While he made the drink he was quite engrossed in a conversation with another bar guest and remained so when he dropped off the drink.  He did not take the empty away and made no move to the POS to record the drink.

Agent observed bartender 2 rolling a beer bottle on top of a cooler behind the bar and when the guest asked why he was doing this, the bartender went into detail about how it breaks up the sediment from the bottom of the bottle, but then when he opened the beer right after rolling it, a large amount of it foamed over onto the top of the cooler.  Agent thought it was a nice touch to roll the guests beer, but felt it was a bit odd that he allowed it to spill on the top of the cooler and neglected to clean it up.

Agent and associate had nearly no dealing with bartender 1 during the evaluation; however agent noted from afar that bartender 1 was quite stone faced.  He did not smile, introduce himself, or offer any pleasant welcoming behavior to any of the guests he was observed dealing with.  He was quite sarcastic which a few of the guests found amusing, but agent felt he could have attempted to be much friendlier.

For quite a while bartender 1 was observed sitting on a foot stool behind the bar doing something in one of the coolers which agent surmised was possibly taking inventory or cleaning.  For another large portion of the evaluation the bartender 1 was gone from behind the bar leaving bartender 2 to handle the bar top on his own which was not too busy for a single bartender at the time.

Agent observed bartender 1 pour Don Julio into a large snifter which he had laying on its side apparently to measure the pour.  Agent estimated that there was 4 – 5 ounces of tequila in the snifter when the pour was complete and agent does not believe that the guest ordered a double; regardless it was more accurately a quadruple. Bartender 1 did move right to the POS after serving the drink.

This is also an ADLLC Violation and a dram shop issue that management should address.

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.

Agent noted that there were no tab chits in front of any guest during the evaluation and no guests were observed paying cash as they went either.

Agent observed bartender 2 pour two 6 count shots of Sambucca into small rocks glasses, hand one to the guest and keep one for himself, toast the guest and drink the alcohol while standing behind the bar.  He then continued talking to the guest and made no move to the POS to record; which is obviously an ADLLC Violation, not to mention a 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.

Agent observed bartender 1 serve three 4 count pour shots of wild turkey to 3 bar guests while one of the guests appeared to be objecting and afterward, replace the bottle to its shelf, but make no move to the POS.

There were three occasions that agent observed bartender 2 or the server attempting to deliver guests food, but bartender 2 had put the wrong item into the system which is more evidence to agent’s suspicion that the bartender was not sober (see addendum). He incorrectly ordered xxxxx, xxxxxxxxxx and a xxxxxxxx dessert which ended up being offered to and eaten by other guests for free.  Not only was this a profit loss, but it meant the guest that ordered food had to wait even longer for their food to be prepared, and ones that were going to order food didn’t because they got free food.

Bartender 2 was observed serving numerous drinks during the evaluation and there were only 5 times that agent observed him approaching the POS.  When he did approach the POS he did not even look around as if he was attempting to remember what he had served to enter it in all at once.  Agent estimates that bartender 2 served 10-15 drinks that were not accounted for in the POS.

Other than the 3 aforementioned shots of Wild Turkey, the few drinks that agent observed bartender 1 serve appeared to be entered into the POS.

There were occasions during the evaluation that agent noted glassware not being removed from in front of guests when they received new beverages and also the top of the dishwasher and both sides of the service well located at the end of the bar were covered with dirty dishes.  Agent understands that it is important for bartenders to spend time engaging with guests, but it is equally important not to let things become unsightly or unhealthy.

During the evaluation agent observed 3 men smoking cigarettes at the bar and neither of the bartenders appeared to be concerned in the least about the issue at all.  In fact, bartender 2 was observed lighting one of the men’s cigarettes with a match for him.  The men were at the bar for some time and they all had more than one cigarette.  Not only is this a violation of the AZ Smoke Free Act, but it is disrespectful to other guests.  Agent and associate were certainly not asked if we minded and neither were any of the other guests at the bar.  Agent was appalled that the bartenders would allow such behavior and totally disregard the law and the feelings of the other guests in the establishment.

36-601.01. Smoke-free Arizona act

As defined by the law, all violating proprietors are subject to be fined up to $500 for each offense.

B. Smoking is prohibited in all public places and places of employment within the state of Arizona

I. An owner, manager, operator or employee of place regulated by this law shall inform any person who is smoking in violation of this law that smoking is illegal and request that the illegal smoking stop immediately.

K. A person who smokes where smoking is prohibited is guilty of a petty offense with a fine of not less than fifty dollars and not more than three hundred dollars.

When agent and associate were ready to tab out bartender 1 was away from the bar and had been for 15 minutes or so and bartender 2 was chatting with a guest.  It took 10 minutes for agent and associate to get bartender 2 attention to get our tab so we could close out.

Addendum:

Food and Beverage Summary

DO NOT POST THIS SECTION TO STAFF

SPOTTER ANONYMITY WILL BE COMPROMISED

We chose a seat at a booth on the left side of the establishment from the entrance.

The specialty cocktails ordered were:

xxxxxxxxxxx which was served with a lime wedge in a stemmed water glass, tasted good, but the ginger beer was a bit flat.

Old Fashioned which was served in a rocks glass and garnished with a black cherry in the center of an orange twist.  The drink was very good and a bit different than the typical old fashioned, but was a nice twist.

xxxxxxxx was served in a martini glass with grenadine pooled in the bottom.  The drink was fruity and very cold and was quite good.

xxxxxx which was served on the rocks with a lime wedge.  The Daiquiri was quite different than expected which agent believes was from the Maraschino Liquor and the grapefruit juice was clearly not fresh as it almost tasted of aluminum, but overall the cocktail was good.

xxxxxxxxxx which associate was excited to find that the establishment carried as it is their favorite and very difficult to find.

For appetizers we ordered the xxxxxxxx and the xxxxxxxxx which were both absolutely delightful!!

The xxxxxxxx were extremely tender, juicy and flavorful and the horseradish sauce had just a  tiny bite to it which was nice as it wasn’t overpowering.

The xxxx was delicate and fresh and the xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxx were a beautiful presentation and an amazing flavor combination.  Thumbs up to the chef!!

When the server dropped the check he said “Tonight is industry night, and I’m sure you are in the industry, so I gave you the discount.” Smiled and walked away without verifying.  Agent noted that the discount was 25%.

During the bar evaluation associate sat down first and had brought their Heffe from the dining table setting it on the bar.  Bartender 2 walked up and threw the beer away and asked what he could get associate to drink.  Associate said that he had thrown away the last half of their beer, so bartender 2 vehemently apologized saying that he is always doing that and got him a new beer saying that it was on him.

Agent sat and asked if there was fresh grapefruit juice available to which the answer was no that they were out, so agent ordered a xxxxxxxx.  Bartender 2 prepared the cocktail with a 6 count pour placed it on the beverage napkin and said it was on him because he didn’t have fresh grapefruit.

Only managers and owners are allowed to give away free alcohol. This is an ADLLC Violation.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

3. It is unlawful:  For a distiller, vintner, brewer or wholesaler knowingly to sell, dispose of or give spirituous liquor to any person other than a licensee

Agent offered to buy another guest at the bar a drink at this juncture and they ordered a xxxxxxxxx from Bartender 2.  He poured a 9 count of makers, a 4 count of Rye and then swirled the glass with an Italian sweet vermouth that he said was excellent and promised that they would love this xxxxxx.  He poured the drink from the tin into the martini glass and then dumped about 2 ounces of the mix down the drain.  He made no move to the POS.

Agent called bartender 1 over because I couldn’t get bartender 2’s attention and asked that he add some soda water to the xxxxxxxxxxx as it was made with just water and had no fizz at which time associate stated that it did look like he had only pushed one button and that he may not have known how to make a press.  Bartender 1 rolled his eyes and rudely said to associate that he knew how to make a press.  He then dumped the drink and made a fresh one, but clearly only put sprite in the glass, delivered the drink, made no move to the POS or a comp tab and walked away without a word.  Agent found him quite abrasive.

Later in the evaluation, agent, associate and the 3rd party were chatting about different liquors and specifically over 100 proof items.  We were all agreeing that in certain bars it is not a good idea to have Wild Turkey 101 and Bacardi 151 because of the way people have a tendency to become belligerent when they drink them. 

Bartender 1 jumped into the conversation saying that he totally disagreed and that he was going to prove us wrong to which agent asked how.  He proceeded to get a bottle of “Dirty Bird” he called it, from the dog pound, pour us 3 shots with a laugh and put the bottle away.  He said that he bet we wouldn’t turn into assholes at all.

Later in the evaluation agent asked bartender 1 about the men smoking at the bar to which he said, “as long as you promise to pay the entire fine, including the bar’s fine, you can do whatever you want.” 

He went on to say that they were rich guys that came in all the time and who was he to tell them no.  Agent asked “So I can light up right here if I want?” and bartender 1 replied, “I doubt you could afford it.”  As aforementioned, agent was appalled at this situation and the total disregard by the bartenders.

Throughout the evaluation, all from bartender 2, we ordered 2 more x xx beyond the initial free one, one more xxxxxxxxxxx (which was made with water again) and 4 xxxxxxxxxx for the 3 of us together at the bar. 

The 3rd party agent and associate were with paid for a round of 3 Orange Blossom Beers which was $21 + $5 tip. 

When agent asked for the tab and a bottled water from bartender 2 he said that we didn’t have a tab because he bought the 1st beer and agent’s xxxxxxxxx and that the other guest paid for the 3 more xxxxxx.  Agent said that we had had more than that plus the water and he smiled saying he did not know what I was talking about. 

Agent gave him $20 and said thank you and he put it directly in his pocket, not the tip jar, and left the bar area with a cigarette in his hand.

This means that in addition to the $22.75 discount that the server gave us for no cause of our doing we received 2 xxx beers, 1 xxxx drink, 1 xxxxx Manhattan and 1 xxxxxx for free. All this given to a complete stranger, let alone a trained bartender theft integrity spotter.

That is about $65.75 loss in sales.  Not to mention the 3 shots that we did not order, the 3 food items that were ordered wrong by bartender 2 that other guests ended up eating and the over pours, none of which agent observed being accounted for in any way.

Addendum:

Agent and associate both agreed that it appeared that bartender 2 was on some sort of stimulant drug which we both surmised to be cocaine or methamphetamine. This obviously cannot be substantiated without testing; however, this Agent strongly suspects it.

He did not blink and he bugged his eyes out when speaking, his movements were exaggerated and extremely fast yet clumsy, he spoke quite loud and fast,  he had a difficult time finishing a thought before derailing to another, he was constantly fidgeting with something including sticking his hands in the front and back of the waistband of his pants, etc.

This is an ADLLC Violation.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

24. For a licensee or employee to permit the unlawful possession, use, sale or offer for sale of narcotics, dangerous drugs or marijuana on the premises.

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. 2011

BARTENDER THEFT:

Bartender Summary

·       Bartender:  Female, 5’5”, Caucasian, in her twenties, with an average build and long, brown hair worn in a ponytail.  She wore a v-neck tee shirt.

The guest volume was minimal at the bar throughout the visit, and the agent observed Bartender from afar.

A female bar patron with long blond hair sat at the left end of the bar throughout most of the visit.  She appeared to be a liquor rep or known to the staff in some way.  She carried a bag from which she drew three colorful bottles of what appeared to be tequila.  Throughout the visit, she had the bottles on the bar and poured shots from them that either she drank, or she gave to the staff and other guests to sample.

Several times, Bartender presented the patron with bottles from behind the bar.  At around 7:43pm, the patron poured from one such bottle—the agent believed to be Cointreau—while seated at the bar, and returned the bottle to Bartender to replace behind the bar. 

This pour did not appear to be recorded nor added to a tab anywhere and therefore is a bartender theft occurrence, and Bartender sipped from the resulting drink. 

Bartender continued to drink alcoholic beverages throughout the visit, in violation of Arizona Liquor Laws.  From the Arizona Revised Statutes, Title 4, Chapter 3, which governs the Arizona Department of Liquor Licensing and Control:

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 8:13pm, Bartender took a drink from another shot glass.  At 8:31pm, she drank again, and took a glass still more than half full with an orange mixture and placed in low behind the bar, quite obviously to drink later. 

At 8:33pm, she was observed to take another drink.

With respect to other bar guests, Bartender appeared to follow proper procedures.  She rang in and cashed out items immediately and properly.  She also delivered establishment-standard pours and followed proper service bar procedures.

Bartender used her down time behind the bar to polish glassware.  She also went out from behind the bar to wait on high-top tables across from the bar.

The aforementioned blond patron was presented with a tab prior to her departure.  The agent believes she had eaten dinner, as well as been drinking.  She departed with at least three open liquor bottles.

Also from the Arizona Revised Statutes:

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.

Bartender observed the agent and his associate as they departed the establishment, smiling and thanking them.

Even were the patron a liquor representative, her actions during the visit should be cause for concern for the establishment.  Aside from being in violation of Arizona Liquor Laws and contributing to the violation thereof by staff members, the activities created a risky and unprofessional environment.

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. 2011

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      
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. 2011

BARTENDER THEFT:

Bartender summary

·        Bartender – Caucasian female with shoulder length strait light brown hair and heavy set build wearing a teal V neck T shirt.  Called Xxxxxx by two guests and will be referred to as such for the purposes of the report.

Agent and associate approached the open entrance door to the establishment and just as we crossed the threshold were greeted with a hollered friendly Hello from the bartender, Xxxxxx. 

Xxxxxx approached us quickly as we sat down and asked what we would like to drink while placing beverage napkins on the bar.  We ordered and she filled the order quickly quoting a price as she delivered the order.  Payment was made and she processed the payment quickly and properly.

Xxxxxx did not introduce herself or specify any drink specials that there may have been or request ID from agent or associate, one of which is under 30 years of age and very well looks it.

Xxxxxx was extremely boisterous and welcoming and she was observed treating each guest that entered as if she knew them and was rather engaging, although somewhat intense.

Xxxxxx moved up and down the length of the bar engaging with each guest in turn, chatting and joking.  She was also repeatedly heard talking about the new ownership of the business including the new name “Daisy Dukes”, the new uniforms, work on the building including the new tile floors and paint and the new TV’s soon to come.  Xxxxxx seemed excited about sharing the upcoming changes.

About half way through the evaluation agent observed Xxxxxx standing behind the bar taking something out of a red ‘keg cup’ and putting it in her mouth with her fingers.  A moment later agent deduced it was sunflower seeds because she was observed taking the shells out of her mouth with her thumb and fingers and throwing them in the direction of the garbage. 

Xxxxxx was observed on numerous times touching/caressing her chest apparently to excite some of the males at the bar, and on one occasion, on a dare for money, exposed her areole and flicked her nipples with her fingers which is an ADLLC Violation.

Between talking with and serving guests Xxxxxx was consistently observed looking at her cell phone which she typically kept near the register flipped open. On several occasions she was actually holding the phone and texting while at the counter near the register and on some occasions was texting while she was talking to a guest.  Clearly this is unprofessional and likely unnecessary particularly in immediate view of the guests. 

The following are some of the times of the cell phone use incidences:

·                 11:02

·                 11:09

·                 11:12 while communicating with a guest at the bar top.

·                 11:17

·                 11:48 standing near guests behind the bar

·                 11:52

·                 12:20 while communicating with 2 guests at the bar top

·                 12:22

·                 12:28 while leaning on bar top with elbows right in front of a guest

There were other questionable or concerning situations during the evaluation that are as follows:

11:03 – Xxxxxx was drinking from a water bottle which is an AZ Health code violation.  Employees may only drink from capped solo cups with a straw.

11:06 – 11:09 – Xxxxxx left the bar unattended to go outside with a guest to have a cigarette and was not in view of the doorway from the bar top.  Agent cannot confirm that Xxxxxx was smoking as the guest had asked her to come outside while they smoked and she went with them.

11:15 – Xxxxxx poured a 7 count Jager shot (4 count = 1.5 ounces) in a small rocks glass and spilled nearly an ounce of the shot down the side of the glass because she was not paying attention while pouring it.  Agent cannot confirm if the guest ordered a double.

11:15 – Xxxxxx served the Jager shot and a Bud Light Bottle to the same guest and chatted with the guest until 11:17 before moving in the direction of the register at which time she wrote something down on a captains pad next to the register.

11:24 – Xxxxxx poured a 6 count Jager shot in a small rocks glass.  Agent cannot confirm if the guest ordered a double.

11:44 – Xxxxxx was sitting down in a stool near the opening in the bar at which time agent and associates drinks were empty and it had been about 8-10 minutes since the last check back.

11:46 – Xxxxxx poured an 8 count cocktail which was not ordered as a double. Delivering twice the amount of liquor prescribed by management is considered bartender theft.

11:56 – Xxxxxx poured two Three Amigos Silver shots in large rocks glasses (which appeared to be 4oz glasses) that were ¾ full which is about 3 ounces of liquor.  Xxxxxx made no move to the POS to record it.

12:12 – Xxxxxx was observed hollering across the bar asking guests if they were ok instead of approaching them to ask.

12:21 – agent noted Xxxxxx retrieving a lime wedge to garnish a drink with her hands.  This was after the aforementioned sunflower seed eating began and she had not washed her hands.  Moreover, regardless of the sunflower seed eating, this is an AZ Health code violation as ready to eat foods may only be touched with a designated utensil such as tongs or gloved hands.

12:29 – the shot glasses from the aforementioned free Three amigos shots had not been cleared from in front of the guest.

There was another occasion (agent did not note time) that Xxxxxx was observed pouring a three amigos silver shot that appeared to be about 3 ounce shot.

Although agent could not see Xxxxxx putting ice in glassware due to the location of the well under the bar top, it did not appear that she was using an ice scoop, but was scooping the glassware in the ice.  This is an AZ Health code violation and is a safety hazard as if a piece of glass chips off in the ice it may be ingested by a guest
BARTENDER THEFT:

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. 2011

BARTENDER THEFT:

Bartender Summary

• Bartender 1: Caucasian male with a  xxx tattoo on his xxxx xxxx and a long pony tail. He wore a name tag that identified him as xxxxxx.

• Bartender 2: Caucasian female with brown past shoulder length brown hair. She wore a name tag that identified her as xxxxxx .

The agent was greeted immediately greeted by xxxxxx after approaching the bar. xxxxxx had a neutral demeanor. He was not very friendly, nor was he rude or angry. He seemed very relaxed and not too involved in chatting with patrons. He seemed to be well known by the clientele, so the agent isn’t sure if he was just having a bad day, or if that was his usual demeanor.

Bartender 2 was considerably more friendly and outgoing. He smiled a lot while she worked and when she addressed patrons. She also made a lot of small talk. The agent saw that while both bartenders would venture outside of the bar to take orders from nearby tables or to clear used glassware, it was xxxxxx who did the bulk of the roaming while xxxxxx hung out behind the bar for the majority of the evaluation period.

The agent found the pour counts of both bartenders to be consistent, but inaccurate. xxxxxx and xxxxxx would pour the posi-pour amount and then tilt the bottle to finish another count and a half delivering more liquor than allowable. This is a theft occurrence. The agent observed the bartenders do this for every cocktail they made.

The bartenders were very good about using cocktail napkins on the bar top. They set them down for every drink they served to the agent and to surrounding patrons.

The agent saw that both bartenders would ring in their drinks to the POS. xxxxxx ’ ring-ins were almost always immediately after service. She seemed very controlled and methodical with her imput to the POS. She rarely group ringed, or delayed her ring ins. The agent did not see any suspicious activity from xxxxxx during the evaluation other than trying to circumvent the posi-pour spouts.

xxxxxx , on the other hand, often had behavior that seemed odd or suspicious. xxxxxx was always punching in some information into his phone. He kept his cell phone right next to the POS screen on the register. The agent counted numerous times when he would ring in drinks and then go directly to punch something into his cell phone. The agent believes that it is possible he could be keeping some record or abacus system of the drink charges to go back at a later time and balance out his register.

At first, the agent thought he could be sending a text message. However the information he was inputting didn’t seem to be long enough to be a text message. Generally a text message is a quick sentence. The amount of time he took to put the information seemed to be too short to be a text message.

There is also the pattern that the agent noticed. xxxxxx would punch in information to his phone only after ringing in a drink to the POS. Otherwise, it xxxxxx didn’t really seem to touch his phone while he worked. He only went to it after he punched in drinks to the POS.

The agent found his ring ins to be accurate. He charged the agent the appropriate amounts for the drinks he served. And after every ring in, the POS would flash with a dollar amount to charge. The agent also noticed he would punch in additional info into the POS other than drinks and starting tabs.

He also did a few questionable things with cash. At 9:25pm, xxxxxx left cash sitting on top of the register in a little stack while he serviced patrons. He left the cash there for over two minutes. Then he rang in the drink order that the cash was supposed to pay for. He then went to the register for someone else’s order and looked like he was opening a tab. He then caused the cash drawer to open and placed the stack of money in the drawer. This further substantiates the Agent's suspicion that he is padding the drawer with stolen money.

The screen did not display an “amount due” sign with the dollar amount that he was supposed to be putting in. The agent found this behavior suspicious. xxxxxx repeated the same thing at least twice, but was always seen punching things into what appeared to be a tab screen.

Agent suspects that this bartender is using the POS drawer to harbor stolen money and pulling it at a safer time, most likely at check out.

The agent is also a little concerned with the amount of traffic that was behind the bar. The bartenders would come and go from the bar and often times not be able to see around the corner from one end of the bar.

At 9:32pm, an older female walked behind the bar and put a cash envelope in a drawer located toward the middle of the bar. After that she returned to a table where she and some friends were drinking.

It seemed that purses were kept behind the bar and patrons had free access to when they could retrieve their purses. Again, the agent notes that the bartenders would sometimes not be able to see every square foot of the bar. Having people come and go from behind the bar leaves a lot of room for serious issues.
BARTENDER THEFT:

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. 2011

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      
Eye Spy Spotter Services Inc.
eyespyspotter.com
bartheft.com  (blog)
Hospitality Checkpoint PLLC
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hospitalitycheckpoint.com
liquorassessment.com
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