Poolside Food/Bar Services Summary
The agent approached the bar approximately at 12 o'clock noon and no one present behind the bar. Within a minute though I was greeted by bartender Xxx who asked how I was doing which I said I was fine and returned the pleasantries. He then asked what I would want but did not make any suggestions. I asked him what was on tap and he said, "fire rock, Sam Adams Summer ale, kilt lifter, blue Moon, Stella Artois, 312." Agent asked for a taste of the 312 and Xxx explained that it was an ale from Chicago and offered me a taste. He poured a small amount and handed it to me and I agreed that it was good and he went to pour a glass for me. As he delivered the beer he asked if I was hungry and if I wanted to see a menu effectively up selling food sales. I agree to look at a menu and he went and fetched one for me. Agent noted that he also suggest food sales and offers menus to whoever seat themselves at the bar. He did not start a tab or report to the POS for my beverage.
Xxx is a good conversationalist. He was observed many times stray conversation with several guests. He seems to be very good at reading a guest and their demographics and guide his conversation in this aspect.
Agent made note that many of the pour spouts have a posi pour spout on them while others seem to be the regular tapered no measure spouts. Agent feels the need to comment about this aspect as I viewed many drink pours to be very skewed in both directions. In the agent's opinion those measured spouts create a false sense of security for management that portion alcohol is being delivered when in fact nearly double the amount is actually being delivered. Agent did not observe one drink that was poured with these ball bearing pour spouts that was not double bounce and additional alcohol delivered. This too was wildly inconsistent as some do half an additional bounce and others due two full bounces; and then at times same bartenders are inconsistent. Agent observed several drinks with the regular tapered spouts that were over poured up to and sometimes exceeding 2 ounces. This is problematic obviously for liquor cost. However it's also a dram shop liquor liability issue as guests are being delivered inconsistent amounts of alcohol each time they were drink. This can cause a real issue if somebody has two drinks that have say an ounce and a quarter of liquor and they feel okay to order another one but then the next one has 2 1/4 ounces in this obviously can become a liability issue.
Agent highly suggests ridding the bar of the portion control spouts and replacing them with metal tapered spouts and then pour testing all bartenders on a regular basis for accuracy.
For example at 12:11 PM bloody Mary 1.5 bounce, 12:14 PM bloody Mary two bounce. At 12:26 PM in order to test the pours the agent ordered a bloody Mary and the bartender poured to full bounces into the drink. He also did not report directly to the POS to record the drink.
12:43 PM the bartender did two separate no sale rings on the register for two different servers. It appeared he was making change for them or creating a bank.
12:47 PM the bartender asked if it was going to be cash or charge and I said cash. He said $18 but never showed me a tab. I put up the money which he took and I could not see what was being punched in from the glare on the screen. He appeared to perform the transaction with integrity however I cannot be certain. Agent always recommends that a receipt be given cash paying customers
2:21 PM my associate and I took seats at the patio umbrella tables along the circumference of the bar and waited for service. Xxx came down a few minutes later from the bar and asked what we would like to drink. We placed an order with him and he left to make it. He returned about 2 min. later with the drinks and set them down and asked us to enjoy.
He did not offer a food menu or suggested food sales before returning to the bar.
At 2:37 PM our beverages were completely empty and no one had come by to offer us another round. Agent made note that there were two women seated at the table next to us who were also obviously he waiting for service. They kept looking behind them and around see if there is a server. After approximately 12 min. of sitting at the table they got up and left. After an additional 10 min. of waiting we also decided to abandon having lunch at the table and foregoing this part of the evaluation and proceeded to go up to the bar for table food service as it appeared that no one was going to serve us at the umbrella tables.
As he took seats at the bar was noted that there was about 12 people. The bartender looked rather busy and somewhat in the weeds. We waited for service.
At 2:49 PM agent witnessed the bartender pour from a non-posi pour spout about 2 ounces for a guests cocktail.
At 2:51 PM agent observed the bartender provide a free large sprite refill.
At 2:55 PM the bartender approached and asked for our order. We ordered both drinks and lunch items. The bartender did not ask if we wanted to start with an appetizer. He did ask how we wanted to pay requesting it was going to be charge for cash. He then placed a tab in front of us after calculating it in the POS system.
The food arrived about 6 min. later and the plates were set in front of us silently and then the bartender walked away without comment. With that said, it appeared as if Xxx may be getting off the shift at this time. Regardless serving the food without comment or not asking us if there's anything else that was needed was disconcerting. Moreover, a check back during the meal was never performed either. My associate had ordered something that required a fork and none had been delivered. We were being completely ignored at this point and after approximately 7 min. of nobody checking back my associate had to wave and flag down bartender Kati. The female bartender that relieved Xxx got the fork right away; however, the food was dead cold by this point making it very disappointing. When Kati did delivered the silverware she said, "I'm really sorry about that" but still didn't ask if anything else was needed.
Several minutes later we're finished she came back and said, "Can I take these away for you?" But said it without any eye contact and was actually looking at the other side the bar when she took the plates away. It felt rather in genuine.
Agent observed two men who appeared like they had come off the golf course request double drinks and shots from the bartender. The bartender said he was not allowed to deliver shots nor double drinks at the bar. The men's seemed a bit perturbed by this; however, Xxx handled it very well explaining that that was the policy and then gave them the option to go to the lobby bar inside and they would be able to order what they wanted. Bottom line Xxx stuck to policy and didn't budge and gave them the option to be happy. Agent was rather impressed with the way Xxx handled the situation.
Agent and associate approached the bar and took seats. We were immediately greeted by the bartender who said hello and we exchange pleasantries. She asked what we wanted but did not make any suggestions. My associate describes the drink that she had seen other people have and the bartender told her what it was from the ingredients. My associate said it sounded good and ordered one. And she went to go make the drink without taking my order. She returned a moment later and nodded at me in and inference asked what I wanted. Agent asked her what beers were on tap and she listed all them to me.
She delivered our drinks and then asked if we were going to do charge or cash in the agent said cash. She quoted a price of $18 and agent handed her a sum of money and said to keep the change. She appeared to process the transaction with integrity however she never did provide the agent with a receipt. Again agent finds it problematic whenever a cash transaction occurs in a receipt is not given.
The bartender never offered food sales or menu to us, nor did I overhear her suggesting food sales to anyone else at the bar. This is definitely a revenue loss and agent suggests that management speak to her that she offer some type sales to everybody seated at the bar as Travis does.
This bartender frequently uses the glassware to scoop ice from the ice well for cocktails. This is an Arizona health code violation and is unsanitary. Many bartenders get a false sense of security that it's okay to use plastic because it's not glass and will shatter. However, I observed this bartender run her fingers through her hair, quite innocently and perhaps absentmindedly, but then she grabbed the outside of the cup and runs the plastic cup through the sanitized ice.
This bartender double bounces the measure pour spouts every cocktail she makes with them.
Agent found some of her bartending aspects to be very sloppy. Agent observed her throwing napkins, and chit receipts directly onto the floor percent of the trash.
Agent observed or run the Coors light beer tap for excessive amount of time while pouring beer. This bartender needs to be trained on the correct procedures of pouring draft beer. That was a lot of spillage and will really add up over time.
At 2:30 PM agent observed the bartender requests identification from a young looking female at the bar was ordering alcohol who also had an orange band on her wrist signifying that she was supposed to be of age. Agent applauds this bartender for the double agent identification checked as his girl that they look young. The young woman left for approximately 2 or 3 min. and returned with an ID.
There also was a young man with her who she did not ask for identification and he had a orange band on as well. She took their drink order and then returned to the bar and then as she delivered it to the man then asked for his identification. Agent would suggest that bartenders not do this and rather request the ID before preparing a drink because if they cannot produce the identification then the drink will be wasted.
2:50 PM agent observed the bartender to take money that was located under the Patron bottle and put it into the POS drawer. The money had been sitting there the entire time I was present at the bar. Agent cannot substantiate a theft or integrity issue but deemed it worthy of mentioning as it appeared suspicious. Agent scores this as a possible integrity issue.
2:54 PM customer spilled their beer on the bar and the bartender refreshed it and returned it to the customer; however, the drink was never observed to be recorded on the POS for on any type of spill or comp sheet.
At 3:01 PM agent observed the bartender make a couple of piña coladas for guests at the bar. It appeared that she may too much product and then was observed to deliver a plastic glass 75% full of piña colada to the guest and deliver it gratis. Agent scores this as a possible integrity issue.
Just before noon agent scouted out spot in the pool area. The center things down and within maybe 40 seconds server Xxx was asking if there is anything that we needed. We said that we appreciated the prop service we probably needed time to acclimate and then figured out and she could come back. We said that was fine and then pointed at the flag that was pointed out. We chuckled about it and said we can put it up and had noticed.
At 1:04 PM agent put the flag up for service and were approach within 3 min. of doing so. Server's name was Xxx. He did not give me any official greet or welcoming all he said was, "can I get you something?" It seemed somewhat unfriendly.
1:10 PM server approached our table poolside and set the drinks down and said, "I'll be right back" and then departed without explanation to what that meant.
1:15 Xxx never attempted to give me a receipt and I had to call him back and ask for one.
Agent made note that approximately one hour later when agent was preparing to perform another part of the evaluation that the empty drink cups and never been taken away from our table.
5:13 PM agent looked around to see if there is still servers as nobody appeared to be providing service to the guests; however, upon closer inspection I did see servers milling around the snack bar area.
Agent had had the flag up for quite some time now and at 5:20 PM the server came by and said, "are you okay sir?" I found this to be rather odd introduction and expected him to say something in the line of what can I offer you sir. It almost felt like a down sell. I asked him about different drinking beer offerings and he showed good product knowledge. I also asked about food items and he showed good product knowledge on this as well.
Drinks were brought out in less than 5 min. as he set them down he said the appetizer would be right out.
4:13 PM the agent put up the flag. At 4:19 PM I was approached by server Xxx and placed an order. He was pleasant and asked what we wanted.
Xxx did not inquire if we were interested in any food.
Server returned at 4:29 PM with the drink and it was made in a different style glass ordered prior. Agent stresses the need for consistency.
Xxx was friendly and processed the transaction accordingly.
Agent performed an integrity check on Xxx that we discussed in the food and beverage section.
Michael Zenner - CEO
Hospitality Checkpoint LLC
PO BOX 995 Gilbert AZ 85299
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