A long time client of ours was propositioned to become a partial owner of another establishment. He wanted my staff to go in and check how the operation was being run so that he could get a third party judgment view of the restaurant. The spotter’s report (truncated as many parts needed to be removed for privacy reasons) was rather stunning at how horribly this establishment is being run.

Bartender Summary

• Bartender: Xxxxx female with long curly blond hair. She wore a black shirt with blue jeans. She was audibly identified as Xxxxx by servers.

The agent was seated at the bar and greeted by the bartender approx 2 minutes later. The bartender was friendly, but not overtly courteous or positive. She did not smile often, and she did not interact with patrons in a friendly or positive way.

The bartender’s pours were consistently accurate. She poured a steady 4 count (4 count = 1 ½ oz) for cocktails and seemed to use correct recipes.

All of the drinks she served included correct garnishments, and straws. She was not consistent with using cocktail napkins at the bar. She would place drinks directly onto the bar top.

Bar tabs were kept on paper tickets that the bartender would stick onto the metal freezer with a magnet. The bartender would mark tabs on the refrigerator. The agent did not see any supplemental accountability measures in place to ensure that the drinks were being marked on the tab. In other words, the agent feels that there is no way to know if the bartender was, in fact, was ringing in all the drinks served.

The agent also found that the bartender was accepting many server call outs. Servers were generally be at a table near the kitchen area and call out to the bartender to get a drink for them. The bartender would give the drink to them over the bar and take no money from the server in exchange for the drink. The agent also found this very troubling since there is no way to know if the server was charging for the drinks or not.

The bartender would frequently leave from behind the bar for extended periods of time. The bartender would disappear leaving the servers and patrons at the bar to literally fend for themselves. The agent observed servers go behind the bar on numerous occasions getting bottled beer. The agent did not see any server pour their own cocktail, but did help themselves to bottled beer. Needless to say, this is very troubling and opens the door wide open to potential abuses by servers.

Finally, the agent found the bartender eating a meal while on duty behind the bar. She stood in the middle of the bar area next to a table that held a plate with some pasta on it. She stood eating and then would serve drinks while she ate without washing her hands. This is an Arizona Health Code Violation. The agent found it unprofessional for an employee to be eating while on duty, especially while at their post.      

Wait Staff Summary

• Server: Xxxxx female with long brown hair and a slender physique. She identified herself as Xxxxx.

The agent was seated and almost immediately approached by the server. Xxxxx carried herself with a positive demeanor and was friendly when talking with patrons. She asked for a drink order and wrote it on a pad. She then went over to the poker tables and took numerous orders from the poker players as well. She then went to the kitchen area and started to sort her orders on her tray. She used separate papers to write the orders on, so by the end of her round she had a stack of papers to go through. She took a few minutes to sort herself out, and then started to input the kitchen orders and (surprisingly) went behind the bar to start getting her own beers. She served the poker players drinks, but did not establish a form of payment. She did not collect cash or credit cards while she served drinks. The agent does not know which system she was using to ensure the right drinks were put on the right tabs, especially for the poker players.

Unlike many of the poker player’s drinks, the agent’s drink order took a very long time. The agent’s drink order was taken at 7:35, but were not delivered until 7:50. The agent believes a 15 minute wait time is far too much for a simple drink order.

Xxxxx seemed knowledgeable about the items on the menu. She did not offer appetizers or make any suggestions to the agent. She made several returns to the agent to ask if the agent was ready to order food, but did not think it important to ask to start with an appetizer or to make a suggestion to help facilitate the decision.

Xxxxx doubled as the server for tables and the poker room. The agent believes that Xxxxx found it difficult to handle the work load. She seemed constantly flustered and rushed. She frequently forgot drink orders, and took a very long time to bring drinks and food to be brought out to the table.

She even forgot silverware from time to time. The agent overheard one patron very upset that he was served a steak without silverware to eat it with. Then when he requested silverware, he wasn’t brought knife to cut the steak with.

The agent believes having more than one server to service the poker area would have been prudent. There was another server on hand, but she seemed to only focus on a section of tables. There was definitely a need for more help in the poker area for more efficient service.

The dining area was always in need of some pick ups. There were a lot of empty bottles, and used glassware all over the poker area that needed to be retrieved. The floors also needed to be spot swept and clean up from time to time. Trash built up on the ground, especially under the tables, during the evaluation period.

The agent’s food order took 20 minutes to be brought out to the table. When it was finally brought out, there was no side items brought along with it. The agent requested side items, and received them several minutes later.

The food presentation needed work as well. The presentation looked boring, and mostly thrown together.

When the agent was ready to cash out the tab, Xxxxx asked the agent for a credit card without giving an itemized tab or a total first. The agent received a credit card transaction receipt but no itemized receipt. Agent finds this very disconcerting and a loop-hole for theft opportunity.

Management Summary

The manager on duty was Xxxxx, the owner of the establishment. He was observed to be imbibing beverages at the bar. He was very visibly intoxicated. At one point, the agent observed him pushing kamakazi shots to the poker players. He was also talking to patrons quite often and being very friendly.

The manger did approach the agent at one point and ask how the experience was going. He was friendly and nice.

He did seem somewhat helpful to staff, however it would have been a big help to bus tables and pick up the trash in the poker area.     

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.com
bartheft.com  (blog)
Hospitality Checkpoint PLLC
PI Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811

BARTENDER THEFT: Gave Free Drink to the Liquor Agent, Bar Theft, Bad Service, and Liquor Liability Issues.

Bartender Summary:

• Xxxxx:  Xxxxx male with dark brown spiked hair.  He wore the xxxxx male bartender xxx.

The agent and associate found an open spot at the bar and sat down.  Xxxxx quickly approached us and gave us a greeting.  He offered us a drink and the agent and associate each ordered a beverage.  Xxxxx did not ask for ID before preparing and delivering the beverages.  Upon delivery of the beverages, Xxxxx asked whether we wanted to order food.  The agent declined, and Xxxxx politely introduced himself and told us to let him know if we needed anything else.  He entered our order into the POS, but did not quote a price or ask for a credit card to hold the tab.

The bar was relatively slow during the period of this observation, and Xxxxx appeared to be very lax as a result.  He spent a fair amount of time eating food at a corner table of the room.  During these breaks, he would generally have the MOD stand in for him at the bar.  Furthermore, there was one female, Xxxxx with brown hair and glasses, who appeared to be an employee but was not in uniform, and was going behind the bar to give Xxxxx hugs and joke around with him.  She was also observed standing at the end of the bar eating food.

Xxxxx was somewhat inconsistent in his approach to using the POS.  On most occasions he would enter orders into the POS immediately; however, the agent observed two occasions in which he did not do so. 

• At approximately 9:22pm, Xxxxx was observed serving a beverage to a customer without entering anything into the POS. 

• Furthermore, for the agent’s final round, Xxxxx did not enter the beverage into the POS. 

Although this was only two occasions during the observation, it represented a significant percentage of observed transactions given the volume of business.  This style of bartending can easily lead to mistakes and/or the giving away of free beverages.  Ultimately, the agent’s rogue beverage never made it onto the final itemized bill. If the bartender is delivering free drinks to a bar theft detection Agent, then management can interpolate there are some serious integrity issues present.

The agent was also concerned with Xxxxx’s adherence to liquor laws.  Xxxxx was not observed checking any customers for identification, the agent and associate included.  Furthermore, Xxxxx appeared to be indifferent about the level of intoxication of his customers.  The agent observed two individuals that were visibly intoxicated during the evaluation. 

Xxxxx continued to deliver beers to the customers, even after they began exhibiting signs of intoxication.  The agent observed one of the men dropping his phone as he tried to complete a call.  When he was finally able to complete the call, the content of his conversation was overheard and focused on how him and his friend were heavily drunk and that they needed whomever to come pick them up.

AZ TITLE 4, CHAPTER 3
4-244. Unlawful acts

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

At approximately 9:48 pm, the agent observed Xxxxx pouring about a 5 count of Bushmills into a highball glass.  As he balanced the beverage with cola, he added a short additional tail of Bushmills for good 6+ count measure and delivered it to a customer (4 count = 1 ½ oz).

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.com
bartheft.com  (blog)
Hospitality Checkpoint PLLC
PI Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811

Bartender Summary                                                                                      

• Bartender 1: A Xxxxx Xxxxx in her late Xxx, x’xx”, with an average build. She had xxx hair with xxxx worn in a xxxxx. She wore xxxxxxxxxxxxxxxxxxxxxxxxx xxxxxx xx. The agent’s receipt stated her name to be Xxxxx.

At the time when the agent entered the bar there were plenty of seats available. He found a seat at the bar and began waiting for service. At the time that the agent entered, Xxxxx was taking a take-out order from a guest at the bar. It appeared that she was very unfamiliar with the POS system as this took a very long time. Also during this time four more guests entered the bar, two at a booth and two more at the bar itself.

Instead of acknowledging any of the guests who had just entered Xxxxx chose to make drinks for tickets that had printed out. At this time the bartender was visibly flustered between making drinks and serving guests. After waiting over five minutes with no eye contact the agent was finally acknowledged by Xxxxx. Management should instruct Xxxxx acknowledge new customers and in the very least, give them some sort of eye contact. A 1.5 second eye contact and simple nod tells the customer that they know that the employee knows they are there and will get to them. Being outright ignored while the bartender fields drink tickets is borderline maddening.

Xxxxx asked what the agent would like to drink and for identification after the agent stated his order. Xxxxx quickly presented the drink with a beverage napkin and moved on to the other guests.

She did not offer chips/salsa or a menu.

Xxxxx repeated this pattern of service with the other patrons in the bar. She was sure to enter each drink into the POS as she made it. This slowed her down considerable due to her unfamiliarity with the system. After getting drinks for the patrons in the bar Xxxxx left the bar area.

Throughout the agent’s visit Xxxxx would leave the bar unattended for long extended periods of time. On two instances she returned with take-out orders, but even then the agent felt the large amount of time spent away from the bar was unjustified. Most of the times Xxxxx left the bar there were guests that needed drinks or refills.

Towards the end of the agent’s visit he sat with an empty drink for almost ten minutes while the bartender said she was, “Going to get a Coke.”

After almost ten minutes of sitting without any further acknowledgement the agent took it upon himself to ask for a menu. Xxxxx provided the menu promptly and at this point also realized she had failed to offer anybody chips and salsa. She quickly beckoned another employee named Xxxxx and stated that she needed chips and salsa for everybody in the bar. Once again, nearly ten minutes after the agent had seated himself.

Soon thereafter chips and salsa were provided to the agent and each other guest in the bar. Unfortunately the chips and salsa were not accompanied with napkins or silverware of any sort.

The agent decided which item from the menu he wanted and closed his menu as a non-verbal gesture that he was ready to order.  He made eye contact with Xxxxx several times hoping she would come over and take the agent’s order; she did not. The agent waited another ten minutes while the bartender left from behind the bar and chatted with other employees about personal matters in a loud manner.

Once again, the agent took it upon himself to ask if he could order some food. The bartender then moved to the POS and turned back to the agent waiting for his order, rather than coming to the agent to have a more personal approach. That was an astonishing breech of service etiquette…I couldn’t believe it actually was happened. The agent ordered his meal, which it appeared Xxxxx did not how to find in the POS system. Another employee was present at the well, whom Xxxxx asked where to find the dish.

Xxxxx did not offer any up-sells or suggest an appetizer. She in fact closed the window before asking if the agent wanted to order anything else; he did, which he then communicated to her and she returned to the POS to input it.

The agent overheard Xxxxx speaking with another patron in the bar explaining her history with the establishment. She mentioned that she had worked there 12 years before and had just recently returned. The agent took this conversation as an explanation as to why she was unfamiliar with the POS and as to why she was so easily flustered.

The agent’s dish was delivered shortly thereafter by his bartender. She had yet to drop off napkins and silverware but quickly did so thereafter. Xxxxx asked the agent if he needed anything.

The agent requested a side item for the meal at this time. She never ever, brought it out.

There was no check-back performed during the meal.

The agent’s drink level ran low for the majority of his visit. He would have been inclined to have more drinks than he did but quite frankly, he did not have that much time to spare in between beverages.

Eventually the agent was able to order another beverage after he asked the bartender for one. Xxxxx asked if the agent would like a lime wedge with his drink. The agent was forced to decline to the fact that he had previously seen Xxxxx handle the fruit garnishes with her bare hands, and prior to that had seen her cough directly into her hands several times without washing them (AZ Health Code Violation). Not only is this a health code violation, but it’s really gross. If Agent was not on duty, most certainly would have tabbed out, left, and never returned to this establishment.

At the conclusion of the agent’s meal his dishes as many others at the bar sat unbussed for some time.

When Xxxxx finally removed the dishes she offered the agent dessert or additional drinks. The agent declined the dessert offer but mentioned that he may stay to have more drinks.

At this time the agent could have actually used another drink, unfortunately this was the time Xxxxx departed to get a Coke as previously mentioned. Once she returned the agent had been holding an empty drink for quite some time. Even then Xxxxx did not immediately offer another beverage.

The agent had an itemized receipt placed in front of him throughout his visit. Xxxxx would update this receipt with each new item the agent ordered. The agent reviewed his tab before presenting payment. He then presented payment in form of a credit card which sat on the bar top for five minutes before it was processed.

Xxxxx grabbed the card and the agent’s itemized tab. She then took the itemized receipt and threw it into the trash and ran the credit card. She returned the credit card with two copies of the receipt. Oddly though, the total the agent was charged was significantly lower than what it should have been.

The agent suspects Xxxxx removed all drinks from the tab in an effort to garner a higher tip. Theft Occurrence here is highly suspected; however, the agent was not able to question the total due to Xxxxx once again not being available.

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.com
bartheft.com  (blog)
Hospitality Checkpoint PLLC
Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Mobile: 602-622-0875
Toll Free: 800-880-0811

1. Bartender 1:  Female, 5’5”, Caucasian, in her early twenties, with a medium build and dark hair worn in pigtails.  She wore black pants, a black tee shirt with an establishment advertisement on it, and no nametag.
2. Bartender 2:  Female, 5’4”, Caucasian, in her early twenties, with an average build and long, straight blond hair with bangs.  She also wore black pants and a black promotional tee shirt, as well as a nametag identifying her as Xxxxxx.

Bartender 1 approached the agent and his associate very soon after they approached the bar.  She immediately placed beverage napkins on the bar top and offered drinks. 

She did not suggest upsell options, but did mention the feature drink for the month.

Bartender 1 did not require identification.  Both the agent and his associate appear less than forty years of age, and the agent is frequently assumed less than thirty.

Bartender 1 filled and delivered the round promptly.  She did not ask for payment or to secure a tab, but did ring in the round promptly.

Several minutes later, Bartender 1 returned and offered menus.  She mentioned the nightly food special and informed the agent and his associate of a drink special that would be offered later in the night.

Bartender 1 returned in appropriate time to take the agent’s order.  She offered no upsell options, nor did she suggest any additional items.  She promptly rang in the order and provided a paper basket with napkins and silverware rolls.

Throughout the visit, prior to the allotted time of the drink special, Bartender 1 frequently advised patrons both seated at the bar as well as walking-up of the drink specials later in the night.

Xxxxxx delivered the appetizer in appropriate time.  Two minutes later, a food runner delivered the entrees.

Bartender 1 checked on the agent and his associate after several minutes.  She continued to check on them several times throughout the meal, and removed their service items when it was appropriate.  She offered carry-out boxes and did not suggest dessert.

Both bartenders offered additional rounds at the appropriate times; however, Bartender 1 showed the agent and his associate far more attention and pleasantness than did Xxxxxx.  When Xxxxxx did pass by and interact with the agent and his associate, she did so with a blank expression or a scowl.  She did not smile nor did she appear friendly.

Both bartenders typically utilized proper free-pour technique, delivering the requisite 1 ¼-ounce single-liquor shot.  Excessive pours appeared a result of a lack of attention, rather than intentional.

The bartenders showed no habit of immediately moving to the register to ring in rounds, particularly when the guest volume increased.  When business was slower, they moseyed to the register and lazily input rounds after they were served. 

It is during busier times, however, when the practice of immediately rings is particularly important, as a bartender can easily forget rounds when grouping.  Additionally, in the agent’s experience, bartenders with a penchant for theft always make sure to ring in rounds immediately when business is slow, because any omission would be conspicuous.  Thinking that heavier business masks their transgressions, instead, it shows the agent their true colors.

• At 7:53pm, Bartender 1 prepared a White Russian using Three Olives Root Beer vodka for a patron; she did not ring in the item.
• At 8:11pm, Bartender 1 served a round of beers to three male patrons sitting at the right end of the bar; said patrons appeared of questionable drinking age, and to be regular guests.  Bartender 1 did not ring in the round.
• At 9:20pm, Bartender 1 prepared a clear vodka drink for a male patron at the left end of the bar.  She delivered the drink with no straw and did not ring it in.

Bartender 1 occasionally scooped ice using glassware—a dangerous practice that is a liability issue for the establishment, as well as an AZ health code violation. .

Both bartenders drank from cups with lids when behind the bar.  They typically did so while standing at the far right side of the bar, halfway obscured by a partial wall.  They did not eat when behind the bar, or utilize cell phone or any personal items.

The bartenders allowed a server wearing the nametag Emily to prepare several drinks behind the bar.

When the agent and his associate requested their tab, Xxxxxx accepted their card with neither a word nor a smile.  She immediately processed the payment and neither required identification—as instructed by the agent’s card—nor provided an itemized receipt.  She also returned the tab without a word.

Bartender 1 called goodbye to the agent and his associate when they departed, wishing them a good night.

The agent and his associate found Bartender 1 pleasant, but Xxxxxx rude.  She was perfectly willing to lean on the bar top, chatting lazily with guests who were regulars, but she could not be bothered to offer so much as a smile to guests she did not know.

Michael Zenner - CEO  
         
Eye Spy Spotter Services Inc.
eyespyspotter.com
bartheft.com  (blog)
Hospitality Checkpoint PLLC
Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Mobile: 602-622-0875
Toll Free: 800-880-0811