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BARTENDER THEFT: Poolside Food/Bar Services Summary

July 28, 2014 22:45 by administrator

BARTENDER THEFT:

 

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.

Pool Servers

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

hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


BARTENDER THEFT: Group Rings. Free Drinks.

July 28, 2014 22:26 by administrator

BARTENDER THEFT:

Bartender Summary

One Caucasian female bartender was the only bar staff member seen for the duration of the time spent in the building.  This bartender had longish sandy blonde hair worn down and was dressed in a boostier type top with black panties and fishnet stockings.  She presented well and within the boundaries of the operation.

When this agent and associate were seated at the bar, it took several minutes for this bartender to take notice that we were there.  When she approached, she simply asked if we wanted something to drink.  Another opportunity was given for her to sell a high priced shot or something to get the night rolling by asking if there were specials or anything good.  She simply replied, “No.”  After ordering, she returned in a good time frame with the drinks.  Cash was paid for this round, but she immediately went to service other patrons without approaching the register.  This was interpreted as a group ring and would be presented as a cautionary issue for funneling cash into the register to be retrieved later.  This agent did note that the sum of the tab was deposited later into the drawer, with the tip entering the vessel located next to the register.  This agent could not see the amount that was rung when the cash was entered but can confirm that both orders were entered at the same time.

A short time later at approximately 2140, the bar drawer was observed to have been left open while the bartender was servicing patrons at the bar.  She then returned to ring the order with the drawer open.  No amount entered could be seen on her rings and there were no tabs that printed automatically.  This agent is weary that the no sale key may be being used too frequently on rings and this is another integrity issue.

At 2200, a dance entertainer wearing red approached the bar and was served a salted shot of Patron with a lime that was not rung into the system and not added to any patron’s tab.  This was concluded as a gratis drink served to a working employee.

Throughout the visit, the running theme of the bar was group rings, no tabs presented, and the drawer left open or ajar from time to time.  This could be simply sloppy bartending or it could be massive integrity violations.  This agent would suggest drawer audits mid-shift.  There is a high likelihood that the bartenders are funneling cash into the drawer for storage.  Pours on this visit were good for the most part and appeared to have been measured via shot glass.  Ice scoops were in use and the back bar was in good condition but the bar top was not nearly as good with spent bottles and glasses present for the entire shift.                                                                                        

                                                                                                                                     

Cocktail Summary

From an auditing perspective, this agent was able to observe the cocktail servers all over the main floor.  However, it was interesting that after sitting away from the bar for more than 40 minutes, this agent was never approached for a drink.  Cocktail servers were seen rotating around the whole of the main room, but consistently missed this agent and a drink was never taken while on the floor of the club.

Several cocktail servers all appearing in close to the same uniform were present on both sides of the bar, though predominantly on the side of the main stage.  Many patrons were seen served by this group and as an overall statement, they were circulating the floor.  Bussing of the cocktail tables was minimal and at one point this agent counted four tables with spent bottles or cocktails on them that had not been bussed away.  This is problematic.  This agent’s table was one such table.  As a result, this agent guesses that the ladies did notice the agent, but assumed wrongly that there was already a drink on the table when in fact it was an old one that had never been removed.  Additionally, many of the entertainers were walking the floor with alcoholic beverages.  On several occasions, this agent noted dancers leaving a beverage on a table to go to stage and this is another issue with dirty tables and the perception of everyone being taken care of when in fact they have not been serviced.

An intoxicated patron was seen moving through the club on this visit that had been serviced by both the bar and cocktail servers.  This was the other negative detractor in this section.  This guest was a Caucasian male wearing dirty shorts and dirty tank top and had unkempt hair.  This miss is also shared by all work groups on duty.                                                                                   

                                                                                 

Michael Zenner - CEO      

Hospitality Checkpoint LLC

hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


BARTENDER THEFT: Free drinks for employees. Bartenders not ringing drinks.

July 28, 2014 22:19 by administrator

BARTENDER THEFT:

Bartender Summary

One Caucasian female bartender was the only bar staff member seen for the duration of the time spent in the building.  This bartender had longish sandy blonde hair worn down and was dressed in a boostier type top with black panties and fishnet stockings.  She presented well and within the boundaries of the operation.

When this agent and associate were seated at the bar, it took several minutes for this bartender to take notice that we were there.  When she approached, she simply asked if we wanted something to drink.  Another opportunity was given for her to sell a high priced shot or something to get the night rolling by asking if there were specials or anything good.  She simply replied, “No.”  After ordering, she returned in a good time frame with the drinks.  Cash was paid for this round, but she immediately went to service other patrons without approaching the register.  This was interpreted as a group ring and would be presented as a cautionary issue for funneling cash into the register to be retrieved later.  This agent did note that the sum of the tab was deposited later into the drawer, with the tip entering the vessel located next to the register.  This agent could not see the amount that was rung when the cash was entered but can confirm that both orders were entered at the same time.

A short time later at approximately 2140, the bar drawer was observed to have been left open while the bartender was servicing patrons at the bar.  She then returned to ring the order with the drawer open.  No amount entered could be seen on her rings and there were no tabs that printed automatically.  This agent is weary that the no sale key may be being used too frequently on rings and this is another integrity issue.

At 2200, a dance entertainer wearing red approached the bar and was served a salted shot of Patron with a lime that was not rung into the system and not added to any patron’s tab.  This was concluded as a gratis drink served to a working employee.

Throughout the visit, the running theme of the bar was group rings, no tabs presented, and the drawer left open or ajar from time to time.  This could be simply sloppy bartending or it could be massive integrity violations.  This agent would suggest drawer audits mid-shift.  There is a high likelihood that the bartenders are funneling cash into the drawer for storage.  Pours on this visit were good for the most part and appeared to have been measured via shot glass.  Ice scoops were in use and the back bar was in good condition but the bar top was not nearly as good with spent bottles and glasses present for the entire shift.                                                                                        

                                                                                                                                     

Cocktail Summary

From an auditing perspective, this agent was able to observe the cocktail servers all over the main floor.  However, it was interesting that after sitting away from the bar for more than 40 minutes, this agent was never approached for a drink.  Cocktail servers were seen rotating around the whole of the main room, but consistently missed this agent and a drink was never taken while on the floor of the club.

Several cocktail servers all appearing in close to the same uniform were present on both sides of the bar, though predominantly on the side of the main stage.  Many patrons were seen served by this group and as an overall statement, they were circulating the floor.  Bussing of the cocktail tables was minimal and at one point this agent counted four tables with spent bottles or cocktails on them that had not been bussed away.  This is problematic.  This agent’s table was one such table.  As a result, this agent guesses that the ladies did notice the agent, but assumed wrongly that there was already a drink on the table when in fact it was an old one that had never been removed.  Additionally, many of the entertainers were walking the floor with alcoholic beverages.  On several occasions, this agent noted dancers leaving a beverage on a table to go to stage and this is another issue with dirty tables and the perception of everyone being taken care of when in fact they have not been serviced.

An intoxicated patron was seen moving through the club on this visit that had been serviced by both the bar and cocktail servers.  This was the other negative detractor in this section.  This guest was a Caucasian male wearing dirty shorts and dirty tank top and had unkempt hair.  This miss is also shared by all work groups on duty.                                                                                   

Michael Zenner - CEO      

Hospitality Checkpoint LLC

hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


BARTENDER THEFT:

July 28, 2014 22:04 by administrator

BARTENDER THEFT:

Bartender Summary                

·                  Bartender 1: Caucasian female, 5’9’’, medium build, blonde ponytail past the shoulders, black sleeveless shirt, pictured at right.

·                  Bartender 2: Caucasian female, 5’9’’, medium build, brown wavy  ponytail, black short-sleeved collared shirt, pictured at left

·                  Bartender 3:Caucasian male, 6’2”, average build, short light brown hair, black work shirt, pictured at right

·                  Bartender 4:Caucasian male, 6’0”, medium build, medium-length brown hair and beard, black work shirt, pictured at right

·                 Bartender 5:Latino male, 5’9”, medium build, spiked-up dark hair, black short-sleeve tee shirt and slacks, pictured at right

 

After arriving at the bar at 6:22, the agent was acknowledged right away by Bartender 1.  She greeted the agent, who had sat in front of a bar menu and was ready to order.  Two minutes later, she had returned with the drink order, which she placed on a coaster, but the bartender never rang it into the POS until much later.

 

Coasters were observed in use throughout the agent’s visit.  Additionally, no bartender was ever observed to retrieve ice other than with the scoop. Also, Bartenders 1 and 3 consistently poured a standard 4-count.

One pouring irregularity was observed at 7:13 though, when Bartender 1 was making a Singapore Sling and realized that there were just a few ounces left in the cherry brandy bottle after the recipe was made, and added an additional 4-count of it to finish out the bottle.  Another observation of concern was that

Bartender 1 rang most drinks in well after making them, which has been known to increase the chance of forgetting to ring in a sale if one suddenly becomes busy.  

Betraying a lack of thorough grounding in the mechanics of bartending, all three bartenders regularly fell short of ideal sales practices.  For example, none of the bartenders were ever seen to offer bar guests a menu for food.  This was even as every member of the bar staff was eating potato chips in the area in and around the service well, and hence were both unoccupied, and eating in front of guests without offering them food.

 

Similarly, when bartenders were asked for a mixed drink, they did not actively upsell to higher brands of spirit.  Also, while the bar was never busy at all,  the bartenders were not offering new drinks to guests,  In fact, after greeting and getting a drink for the guests as they first arrived, they often simply did not try to keep an eye on the levels of guests’ drinks, nor even make eye contact.  Instead, they just waited for guests to specifically request a drink before interacting with them.  Before the agent left for a table, the bar staff allowed the agent and associate’s glasses to sit empty for eight minutes before offering another.

More troublingly still, when the associate first entered, no bartender acknowledged the associate for a full twenty minutes. Not so much as eye contact, never mind a drink offer. Even after twenty minutes, the agent still had to specifically request a drink for the agent.  In the mean time, there were fewer than two guests for each bartender. The only reason that they weren't available was that they were chatting among themselves, clustering in the service well where they shared bags of chips and talked to their off duty co-workers, and near the center POS.

 

Similarly, None of the bartenders were ever heard to offer dessert or after-dinner drinks to any guest. This was in spite of the fact that they often had nothing to do. The agent would suggest countering this through a program of systematically encouraging salesmanship. It should not be difficult to make bartenders see the correlation between check average and tip totals, and if it proves difficult, one could easily remind them of how many more engaging bartenders would love to have their jobs.

 

The agent had some reason to question the bartenders’ integrity as well. There was suspicious cash-handling at 6:45, when Bartender 3 began to clock out, making change from the tip jar, and taking a cut which he alone counted out.

Otherwise, all tabs and cash orders seemed to be handled appropriately, although it is worth noting that bartenders only ever presented itemized checks at the time that someone was paying.  Even then, there was no guarantee.  For example, when the agent closed out using a credit Card, Bartender 1 did not offer an itemized receipt, only the credit card slips.  In fact, the agent had no way of knowing how accurate the total presented really was, or if it was really the agent’s check at all.

 

There were drinks given to bartenders who were off the clock that the agent never saw rung in. In the cases of Bartenders 2 and 3, it's possible that these were shift drinks, though they each had multiple drinks that were not seen to be rung in, and the bartenders were never seen to pay. If they were shift drinks, the agent would suggest a system of implementing a ring in and comp system for keeping track of shift drinks.  in addition to Bartenders 2 and 3, two other off-duty bartenders were present when the agent arrived (pictured at left) They each had  drinks in front of them when the agent arrived, but the agent never observed them being entered into the POS or paid for.

 

Bartender 1 was also the only staff member ever seen to request ID of any guest, including a couple who were clearly under thirty and were drinking.  The one guest she requested ID of looked very young though.  Even so, there was never any sign of any guest that had been over served.

 

While all three bartenders were efficient and businesslike when they bothered to serve guests, they did not make any effort to interact socially with guests either.  Again, this was in spite of their never having been busy, but when they had moments of downtime, they did not try to take stock of guests or interact with them substantially.  Instead, they constantly talked and ate among themselves.

 

The combination of minimal business and their tendency to talk among themselves when not actively engaged by a guest meant that the bar staff were not especially available to their customers.  

 

Additionally, there was regular indication of a lack of professionalism on the part of the bartenders.  In addition to every one of them eating with their hands while on duty and then never having washed their hands, Bartender 1 was seen drinking a cola-colored liquid from a pint glass immediately behind the bar at 6:54, was using her phone at 6:51 and 6:57, and flipping off Bartender 3.  

When asked for a beer recommendation of an IPA, Bartender 2 said "honestly, this is my first day.  I have no idea. Here's a menu."  She then walked away without asking a coworker for help or pointing out the provided RateBeer ratings on the menu.

Michael Zenner - CEO      

Hospitality Checkpoint LLC

hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


BARTENDER THEFT: Laundering stolen money in POS register

July 28, 2014 21:41 by administrator

BARTENDER THEFT:

Bartender Summary

·       Xxx: xxxxxxxxxxxxx female, 5’10”, medium build, fffffff hair past the  shoulders (pictured)

·       Bartender2: xxxxxxxxxxx female, 5’9”, medium build, fffff hair past the  shoulders (pictured)

 

The agent initially sat at the bar at 2:36.  Xxx quickly approached the agent one minute later, presenting a  beverage menu and offering the agent a drink.  The agent needed a little time, and Xxx returned a minute later, at which point the agent ordered.

At 2:39, Xxx returned with the agent’s drink, not introducing herself or offering the agent anything further.

The agent paid in cash, saying “keep the change.”  Rather than ring the drink in, Xxx placed the agent’s cash on top of the closed drawer of the bar POS farthest from the front door.  Three minutes later, she rang something into the POS, and put some quantity of cash in, taking out some number of bills and placing them on top of the other POS’s drawer.  The agent could not explain this series of motions, but it is definitely unusual and most likely a sign of something dishonest going on.

At any rate, Xxx presented the agent’s drink without a cocktail napkin.  To be fair, the agent had a room-temperature drink in stemware, but in general, neither bartender was ever seen to use a cocktail napkin at any time during the agent’s visit.    

In general, both bartenders were never seen to interact with guests in any way less than positively.  That being said, they certainly kept guest interaction to a minimum.   They tended to quickly greet guests as they sat down, but almost never surveyed how guests were doing, offered another drink, nor encouraged food sales in any way.  And it was not as though they were busy.  There were a few service well orders to put together here and there, but for the most part they just passed the time by talking between themselves.

For example, neither bartender was ever seen to approach a guest whose drink was nearly empty in order to offer another.  In the agent and associate’s case, both of their drinks were empty for a full nine minutes from 2:28 to 3:37, and the bartenders still did not offer another round.  Instead, the agent just chose to close out.  There is a definite danger that other guests are coming to the same conclusion because of the lack of service.  During this waiting period, the agent and several other parties sat there with their glasses empty, leaving the bartop full of empties and looking quite bad.

And this was not even the extent of the bartenders’ neglect of the agent and associate alone.  The associate came in twenty-eight minutes after the agent, and the associate had to wait a full fifteen minutes before being addressed by either of the bartenders, who weren’t even busy.  What’s more, when Bartender 2 finally got around to speaking to the assistant, the first thing she said was “You all set?”  This seemed to suggest to the agent that in spite of not having spoken to the associate once, Bartender 2 did not even have the slightest idea of how long the associate had been there, not to mention sounding like a down-sell.

Even so, both bartenders’ pouring technique was ideal, with a consistent four-count (1 1/2 oz) every time.

Unsurprisingly given their general lack of attention or interest in improving their own sales, both bartenders did a very poor job of encouraging food or drink sales.  Neither bartender was ever seen to provide or even offer food menus.  Additionally, they were never heard to attempt to upsell guests to a higher priced brand of spirit when one ordered a type of liquor generically, like a  “gin martini” for example.

In addition, neither bartender was ever seen to ask for ID from any guest under 30 at any point.  This included multiple guests who were clearly under 30 years of age, but were not borderline legal.  This is something of a judgment call, but the agent would emphasize that the danger of not asking for ID greatly outweighs the savings of a few seconds here and there.  By failing to do so, the bartenders risk the establishment’s liquor license as well as there own livelihood, with the potential for severe fines if they are caught serving minors.  If nothing else, if the bartenders were insistent on not taking the time to request ID, they could at the very least ask guests whether they were twenty-one or older, as youths involved in sting operations are not allowed to claim to be of age if they are not.  Even this is an unnecessary gamble though, as a dishonest youth could be served and then the service could be traced back to the establishment. This is a dram shop liquor liability issue that should be addressed by management.

In addition to Xxx’s odd process of ringing in the agent’s cash tab, there were a number of irregularities with payment.  Neither bartender was ever seen to secure a tab with a credit card.  No guest was ever given an itemized check after each round.   

Also, in addition to waiting several minutes to ringing in the agent’s cash order, when Bartender 2 eventually got around to preparing a drink for the associate, it was never rung in.  Once the agent got fed up enough with the non-existent service to ask for the check and prepare to leave, Bartender two said the agent’s soft drink had never been rung in, telling the agent “don’t bother.”

All the same, there was no sign of any other irregularities between servers and bartenders at the service well.  Other than the above, the agent did not note any signs of  a lack of professionalism, whether eating or drinking behind the bar, incomplete or damaged uniforms, other than generally being off task.

Michael Zenner - CEO      

Hospitality Checkpoint LLC

hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


11 Things People Don't Understand About Being a Bartender

July 28, 2014 21:33 by administrator

11 Things People Don't Understand About Being a Bartender

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

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

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

1. It looks easier than it is

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

2. Their lives are not an endless party

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

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

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

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

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

5. People trust bartenders more than their therapists

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

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

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

Michael Zenner - CEO      

Hospitality Checkpoint LLC

hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


Vertical driver's licenses no longer OK for alcohol purchases

July 28, 2014 21:23 by administrator

Vertical driver's licenses no longer OK for alcohol purchases

Anyone who produces a vertical driver's license for age verification can no longer purchase alcohol in Arizona, regardless of whether the holder is 21. Senate Bill 1397, passed during this year's legislative session and signed by the governor in late April, amends state statute  to say  identification issued to a person when they are younger than 21 is no longer acceptable for alcohol purchases after  a 30-day grace period  once the person turns 21. This applies to driver's licenses and all other state-issued identification cards.

The bill went into effect Thursday. The change is intended to discourage those who obtain a new, horizontal driver's license after turning 21 from passing on their still-valid vertical licenses to someone who is underage and might use it to purchase alcohol or get into bars.

- azcentral

 

Michael Zenner - CEO      

Hospitality Checkpoint LLC

hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


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WARNING: Businesses fall victim to online 'extortion' scam

July 10, 2014 20:43 by administrator

WARNING: Businesses fall victim to online 'extortion' scam

by Gary Harper

azfamily.com

Posted on July 9, 2014 at 10:35 PM

PHOENIX -- Have you ever looked up online reviews before eating at a restaurant or maybe making reservations at a hotel? 3 On Your Side warns, don't believe everything you read.

Not everything on the Internet is true. For example, some businesses pose as a consumer and post negative comments about a competitor.

And here's a new scam: someone will post a negative comment and then promise to remove it if the business owner pays them off. That's what happened to Fred Renstrom, owner of Fat Freddy's Catering.

"When I built the kitchen, I wanted to have a 6,000-square-foot facility," Renstrom said, as he proudly showed 3 On Your Side around the spacious facility.

Renstrom opened his catering business 20 years ago and says during that time, he's built quite the reputation as having great, quality food and a clean kitchen. In fact, look Fat Freddy's Catering up on county inspection reports and you'll see it always earns A ratings.

"We've always been a problem-solver for our customers," he said. "We built the business through word-of-mouth basically."

Word-of-mouth sure has paid off. But Renstrom and his employees say they realized someone was trying to ruin their good name when they started receiving intimidating emails.

Darci Hawthorne works for Fat Freddy's Catering and says the emails are disturbing.

"This I've never seen before," she said. "This type of blatant extortion."

One email states, "I just wanted to alert you that I met someone who is intending to write bad things about your business." That's enough to get any business owner's attention.

Then another email claims, "A friend suffered food poisoning and diarrhea. He intends on writing damaging reviews on as many websites as possible."

The writer of that email went through with the threat.

"This one person posted reviews in Arizona, in Florida, all across the country in one day," Hawthorne said.

Then, after the damaging reviews were posted, another email came. Except this one had a so-called solution.

"So, what I propose is that I get involved as a mediator and simply convince my colleague not to write anything about you publicly," the email says. "If I succeed, I want only $199."

That's right. The writer is demanding $199 to be paid through PayPal in order to remove those fabricated, negative reviews posted on the World Wide Web.

Renstrom says it's a disgusting ploy. "I just don't know," he said, shaking his head. "There's no better word than what it is. It's extortion!"

Renstrom says he didn't pay the money. He says it's a warning not only to business owners but to consumers as well.

"My thing is, it's America," he says. "You're supposed to be innocent until proven guilty. And (on) the Internet, they can say what they want to say and I don't quite get that."

He has a point. So, remember that next time you come across online reviews, and take them with a grain of salt.

Michael Zenner - CEO      

Hospitality Checkpoint LLC
hospitalitycheckpoint.com

bartheft.com  (blog)

liquorassessment.com

PO BOX 995 Gilbert AZ 85299

Office: 480-777-1919

Toll Free: 800-880-0811

© Hospitality Checkpoint LLC 2014


Tags:
Categories: Blog | Industry Information
Actions: E-mail | Permalink | Comments (0) | Comment RSSRSS comment feed

BARTENDER THEFT: Resort bartender laundering stolen money through the tip jar

April 10, 2014 19:25 by administrator

BARTENDER THEFT:

 

Bartender Summary

·       Lobby Bar Bartender – Xxxxxx; Caucasian female, early 20s, petite and slender, medium length blond hair, wearing a light blue button down dress shirt, dark blue slacks, sash belt, and name tag.

The agent was greeted by Xxxxxx upon taking a seat at the bar.  

She said “Hi, what can I get you”. She seemed nice and friendly however she did not introduce herself by name.

Xxxxxx placed a napkin on the bar while the agent placed an order.  She turned and immediately prepared the beverage.

The agent did not receive a receipt for any of the drinks ordered, nor did Xxxxxx ask for a credit card or room number to start a tab.

Drinks served to patrons at the bar were not always immediately entered into the POS and therefore it is difficult to discern whether or not all beverages served were accounted for.  However, the agents tab was correct. Agent strongly suggests that managemtn instruct all bartenders to follow a make a drink – ring a drink policy.

Beyond the first beverage ordered, additional cocktail napkins were not placed down for other beverages.

The agent observed Xxxxxx prepare several liquor based mixed drinks. Each time she was consistent with using the blue plastic ice scoop and lacing it back into the holder in the ice bin.  

Plastic glasses were scooped directly into the ice

Mixed drinks were prepared with a consistent four count pour measurement. The bottles were not fitted with posi pour tops.

A menu was provided upon request, and Xxxxxx followed up with asking for a food order. She seemed knowledgeable about the menu items regarding how they were prepared and portion size.  She described items in an appetizing way and positive manner.

Xxxxxx was observed preparing a drink for a patron who placed cash on the bar as a method of payment when Xxxxxx quoted the amount due. She was observed moving to the POS ringing in the order and returning change to the patron. Later, the agent observed Xxxxxx cashing out a ticket at the POS and was making change directly from the tip jar which seemed very suspicious. Agent strongly suggests follow shops on this bartender.

TIP JAR PROCEDURESThe bartenders’ tip jar should be situated well away from the operation’s cash register or POS. If the tip jar is located right next to the register, it is far too easy for bartenders to divert stolen funds away from the register and into the tip jar. In addition, bartenders should be prohibited from making change out of their tip jar or taking currency from the tip jar and exchanging it for larger denominations out of the cash drawer. If the bartenders are stealing from the business and using the cash drawer for the stolen funds, they can easily retrieve the money from the register under the pretense of making change. For example, a bartender could take 20 one-dollar bills out of the tip jar, deposit the currency into the register, but instead of taking out a $20 bill in exchange, he or she could remove four $20 bills, withdrawing $60 of stolen funds.

The bar and bar area got a little busy with Xxxxxx handling 4 – 5 tables as well as a fairly full bar, and during this time the agent sat with an empty drink for almost 15 minutes. Xxxxxx was overheard apologizing to patrons for taking so long to get to them and saying things such as “I'm sorry have you been waiting.”

A male manager was observed helping serve tables, clear glasses etc. in an attempt to pitch in and help out, although he did not notice the empty drinks on the bar.

The agent placed an order for something to eat at the bar. Xxxxxx was accommodating and helpful with placing the order asking the appropriate questions to ensure the order was prepared accurately.  She made a few suggestions and spoke highly about all the items.

About 10 minutes or so later, Xxxxxx dropped off silverware and salt-and-pepper shakers.

The food was served by another employee who asked if  anything else was needed, and Xxxxxx checked back about 5 minutes or so later asking if everything was okay and if the agent needed anything else.

Another female server with very short hair was observed behind the bar making drinks for one of her own orders that was taken into the dining room.  

The agent cannot confirm whether all of these drinks were on a ticket.  The agent recommends that the only other person allowed behind the bar preparing drinks would be a manager.

Draft beers were served in cold pint-size glasses with the appropriate size foam head.  Wine was served in clean and polished stemmed glasses.

Wine was poured directly into the wine glass without any sort of measurement.  Additional wine served to the same patron was measured out into a small glass carafe. The agent recommends using the carafe every time for accuracy and consistency.

When Xxxxxx was not busy she was observed preparing garnishes, stocking th