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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


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


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Categories: Blog | Industry Information
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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 the bar, drinking from a white foam cup, and putting on lipstick.

The agent thought Xxxxxx did a fairly good job following up and offering additional drinks, except for a period of about 45 minutes when she was busy serving tables in the bar area.  During this time, the agent noticed several patrons with empty drinks.

Upon request, the itemized receipt was presented.  After method of payment was placed out, it took about 10 minutes for Xxxxxx to pick it up process it and return the receipt which seemed a little long.

She thanked the agent and was pleasant.

 

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

 


Connected Kegs Help Keep Your Favorite Beers Flowing

March 11, 2014 23:19 by administrator

 Connected Kegs Help Keep Your Favorite Beers Flowing

 

 

 The iKeg automated inventory system may be a godsend for bar owners.

 

Here’s a refreshing idea for bar owners: An Indiana startup called SteadyServ is hoping to make the process of ordering and monitoring beer kegs smarter and more efficient.

 

Through a mix of hardware and software, SteadyServ’s iKeg system provides realtime inventory data, and syncs with distributors to streamline the delivery process. The idea is to make the process of maintaining tap lines more efficient, and to allow owners to anticipate demand.

 

Bar workers and managers often rely on an imprecise system of guesswork, literally shaking kegs to determine how much beer they have left. Often, they don’t know when a keg is finished until the tap itself sputters to a halt. Even if a bar employs some crackerjack weight guesser, it's still forced to leave one foot in the "beer cage" and the other on the restaurant floor.

 

SteadyServ offers a solution in the form of mobile-based live inventory management. Through the iKeg iOS or Android app, users can oversee their entire ordering process, and make decisions based on realtime keg data. The app can suggest profitable beer purchases based on regional trends, track shipments, automate social media messages, and catalog special events. Pretty soon, SteadyServ assured Reviewed.com in an email, users will be able to monitor bottle inventories.

 

Over time, all this data can provide an accurate depiction of customer demand.

 

So how does it work?

The service requires an initial 1-3 hour installation process that equips each keg in a given bar with an iKeg ring. These sensors, which are a touch smaller than the bottom of a standard keg, are then paired with the kegs using a proprietary RFID (radio-frequency identification) tag. A cellular uplink then begins transmitting weight and pressure data to the cloud; this informs users how much beer is left in each keg.

Because of the cellular uplink and installation process, bar owners can expect some significant-but-not-dealbreaking upfront fees. SteadyServ told us the installation fee is $499—plus a monthly data reporting fee, and a service charge each time a keg is depleted.

 

Given this commitment, the service is likely only to appeal to serious beer bars—you know, those watering holes with 50-odd draught lines, rotating cask selections, "tap takeover nights," and an inflated sense of self-importance among the patrons. But you've ever worked behind a bar (as this writer has), you know that something like this would certainly come in handy—especially if you're in charge of deliveries.

 

What about patrons?

If used correctly, it's likely bar patrons wouldn't notice much of a change in service, aside from a subtle decline in the number of times the bar runs out of specific beers. That said, with more accurate inventory data bar managers would presumably stay on top of sales trends and be able to better anticipate demand. Socially savvy bar owners might also use the platform to promote specials or keep patrons abreast of their stock (e.g., a tweet: “Only 14 pints left of special bourbon-aged vanilla reserve porter!”).

The service is still very much in its infancy, but SteadyServ is already looking to sync with point-of-sale systems, which will provide even more accurate sales data and inform owners about which brands or beers are selling best.

 

SteadyServ is part of a larger trend of equipping everyday “dumb” objects with sensors and mobile functionality. As the cost of sensors has dropped significantly in recent years, the simultaneous surge in mobile technology has allowed the Internet of Things to gain a foothold in modern homes and businesses. So far, these applications have served niche demands, but the implications are likely to effect everyone—even barflies.

 

By Tyler Wells Lynch February 24, 2014

 

 

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: Bar Theft, Palming Stolen Money, Stolen Money to Tip Jar, Underage Drinking, Dram Shop Concerns

March 3, 2014 18:35 by administrator

BARTENDER THEFT: Bar Theft, Palming Stolen Money, Stolen Money to Tip Jar, Underage Drinking, Dram Shop Concerns

 

Bartender Summary

The agent observed the following bartenders the evening of June 30th:

-Indoor Bar

·       Xxxxx: Caucasian male, 6’2”, medium build, short dark hair

                                      

·       Xxxxx: Caucasian male, 6’0”, medium build, short dark hair  

-Near Bar

·       Bartender 3: Caucasian male, 6’1”, medium build, short spiked brown hair  

·       Bartender 4: Caucasian male, 6’2”, medium build, short dark hair  



The agent initially approached the nearer of the two outdoor  bars at 7:17.  At that time, all three bartenders were doing their best to keep up with the demand, but from the moment the agent walked in, it was obvious that they were beyond the limit of how much business they could keep up with.  And while both of them were working gamely to do all that they could, it was six minutes before one of them was able to get to a given guest after her arrival.

This was not an isolated incident either, as the experience was typical of the average guest.  Even so, after initially speaking to the agent at 17:23, Bartender 3 was able to present the ordered beverage a mere two minutes later.  Though  it  is worth noting that no beverage napkins were used by either bartender at any point.  Of some additional concern, the agent noted that the bartender never actually rang the order in.  Rather, he approached the POS, and registered a flurry of screen touches that ultimately culminated in a “No sale” screen and the cash being split between the register and tip jar.  Again, this experience was sadly typical.  (see photo below from 8:20).

In addition to multiple “No sale” ring-ins, the agent also witnessed another common practice effective for hiding cash theft:  rather than create and close out each individual order, both Bartenders 3 and 4 had a tendency to leave a tab open at all times, which they would add drinks to and apply cash payments to repeatedly without closing out.  In addition to making the cash sales record a confused jumble, this also gives a readout less than a centimeter in size stating the change due back to the guest. Obviously, in a bar where the nearest guest is ten feet away, this is a serious problem.

Yet two additional methods of outright theft were observed.  At 8:07, Bartender 3 received a drink order and a stack of bills with a suggestion to “keep the change.”  Rather than ring the order in, Bartender 3 held onto it, palmed in one of his hands while going about stocking work, until he eventually dropped it directly in the tip jar.

Similarly, at 8:34, Bartender 4 poured two draft beers for a guest, quoted her a price of $10, then went to the POS, and rang it in for a single draft, pressing the cash button as quickly as possible so that the large “$5.00” display was visible for only a fraction of a second, and then dropped the remainder and tip in the tip jar.

Each of these theft methods relies on quoting a price, waiting for the guest to present cash, and then ringing in something unorthodox to disguise the theft of the overage.

One practice that would go a long way to eliminating these practices would be to insist that bartenders announce the price only after having rung in the items.  This would at least make the practices above more difficult, but the fact that bartenders feel free to just ring in “No sales” and drop in cash means that they are stealing with impunity.  A good way to address this problem would be to have surprise cash drawer changes at random and unannounced times, making it easy for management to prove that some bartenders have impossible overages.  Also, since theft was consistently observed only at the outdoor bars, this would be a way of extending management’s control over the satellite bars that seem to operate with a sense of impunity.

Given the profit motivation the bartenders displayed, it surprised the agent to never see either of them offer food to a guest or even try to upsell to a more expensive brand of liquor, easy ways to increase check and tip averages.

Also, paradoxically, the bartenders were very slow about offering additional drinks to those guests whose had gone empty.  Initially, they were very busy with guests, then with cleaning up and restocking, but after this period, they tended to wait around to be approached rather than offer new drinks to guests sitting there with empties.

The agent also never observed either bartender giving any guest a check for any cash order at any time.  They simply did not do it.  This was even true at the inside bar where rampant theft methods were not observed.

Additionally, other, numerous operating controls seemed to have broken down, especially the system for checking ID.  It is possible that the bartenders were under the impression that IDs were being checked at the door, because no bartender in the establishment or out was ever seen to ask for identification of any guest.  This is obviously a big enough risk for the establishment, but on top of that, much of the crowd that evening was young, including several people that were clearly under 30.  Additionally, by the end of the evening multiple guests made statements both to the bartenders and to fellow patrons to the effect of their being completely intoxicated.  Sure enough, both guests showed all the symptoms of visible intoxication, yet they continued to receive drinks from Bartenders 3 and 4.

Even more worryingly, at 9:27, the agent observed Xxxxx serving a Mojito and a Pomonat to two girls that appeared to the agent to be underage (pictured at left) .  What’s more, Xxxxx not only never carded them, he was also never seen to ring the drink in, meaning that he either delayed the ring-in considerably, or they were given away without being properly comped and accounted for. Agent never observed the drinks to be accounted for.

Obviously, it goes without saying that under New Jersey’s dram shop law, these are massive sources of liability to the establishment, as any damages caused to either any individual or any property by a minor who has been served in a restaurant can be considered the liability of the establishment, and can be recouped by litigation.  In fact, the law is so stringent, that even minors who have not been served on the premises, but have been seen to have been intoxicated on the premises and then go on to cause damages can be a source of liability for the establishment, as the establishment is legally obligated to stop the process.  This is why it is so essential that all guests be identified in terms of age upon entry to the establishment.  Of course, when it comes to intoxicated guests, the liability exists regardless of guests' minor status.

On the other hand, there were minimal problems with correct pouring controls at  both bars.  The only overpour was actually poured by a chef (see “Managers” section for details).

All bartenders appearance was always professional and hygienic, with no cause for concern with respect to their hand washing.  The agent did observe both outdoor bartenders and Xxxxx drinking from plastic cups though.

The outdoor bar farthest from the entrance was closed.

Manager Summary

·       Patio Manager: Caucasian male, 6’0”, short dark hair and goatee , average build, black short-sleeved collared shirt labeled “Baia,”  and black slacks (pictured at right)

·       Chef: Caucasian male, 6’0”, short light brown hair in a baseball cap, glasses, wearing a black chef’s uniform monogrammed with a name beginning “Sch”

For the most part, the agent only observed the Patio Manager.  He was generally busy and effective though.  He was first seen in conversation with the hostess outside the patio bar at 8:16, then was seen circulating around the patio, in one case talking to a guest.

Next, at several times between 8:50 and 9:28, he was seen preparing bar drinks and taking them outside, presumably to help the swamped bartenders.

The only negative finding about the Patio Manager is that he was just five feet away when Xxxxx was seen presenting the alcohol to the seemingly underage guests.

Finally, the Chef described above was briefly observed at 9:20 when he stepped behind the indoor bar, grabbed a goblet, poured himself an eight-count (>3 oz) of Grey Goose, emptied a can of Red Bull over it, and then walked back into the kitchen, taking a large gulp of the drink as he walked. It was not observed to be comped in the POS.

While the Patio Manager was doing a laudable job of assisting his staff, in the agent’s opinion, his time might have been better spent by inspiring a bit of fear of authority in his bar staff.

There were no guest problems at any point that required manager intervention.

 

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: Bar Theft, Free Drinks, Employye Alcohol Consumption, ADLLC Violations

March 3, 2014 00:30 by administrator

BARTENDER THEFT: Bar Theft, Free Drinks, Employye Alcohol Consumption, ADLLC Violations

Bartender Summary                                                                                                    

·       Bartender 1:  Caucasian male, approximately 6’, athletic build, wearing a black uniform t-shirt, jeans, and a black hat.

·       Bartender 2:  Caucasian male, approximately 5’10, thin build, brown hair worn in a xxxxxx, wearing a black uniform t-shirt, and jeans.

·       Bartender 3:  Caucasian female, approximately 5’3, petite build, with long blonde hair, wearing a female style uniform t-shirt.

Throughout the evaluation Bartender 1, Bartender 2, and Bartender 3 were extremely distracted and barely interacted with those patrons seated at the bar.  Throughout the evaluation Bartender 1, Bartender 2, and Bartender 3 appeared to be more interested in each other, the serving staff, or their cell phones than they were the customers at the bar.  Only on few occasions did Bartender 3 appear to engage in conversation and flirtatious banter with some of the bar patrons.  Otherwise, Bartender 1, Bartender 2, and Bartender 3 were observed walking around the bar, fidgeting with glassware, bottles, or their cell phones.

The more extreme examples of this behavior include:

At 10:26pm Bartender 1 was texting or playing on his cell phone.  He was observed with his head down using his cell phone for over 3 minutes straight.  He glanced up a few times during this period but did not stop texting.

At 10:56pm Bartender 3 was observed using/texting on her cell phone for almost five minutes.  Bartender 3 was also looking down at her cell phone most of the time, glancing around a few times but not moving from the spot in which she stood.

Additionally observations include:

At 11:09pm Bartender 1 was observed aggressively smacking his mouth while chewing gum behind the bar.

At 11:31pm Bartender 1 used his mixing tin to scoop ice from the ice bin for beverages.  While pouring the ice into the glasses Bartender 1 placed his hand over the tin, preventing the ice from falling out and not landing in the glass, guiding the ice with his hand.  As a patron, the agent would have been bothered by this behavior, not wanting Bartender 1’s hands, which had notably not been washed or cleaned for most of the evaluation, all over the ice within the agent’s beverage. This is also an AZ Health Code Violation.

At 10:32pm the agent noted that Bartender 1 was drinking out of a plastic cup behind the bar.  The cup was closed with a lid and Bartender 1 used a straw as per liquor law and health code requirements.  However, the substance within the drink was a light color with a lemon inside the cup.  It is possible that the drink was just Iced Tea, however, the way Bartender 1 sipped the beverage over the course of the evaluation leads the agent to speculate that the beverage may not have been a non-alcoholic beverage and may have been alcohol. This is obviously speculation, but from his mannerisms, I'm fairly certain of it.  If so this is an ADLLC Violation.

At 11:54pm Bartender 3 was observed drinking a redbull directly out of the can, leaving the can by her register when she was not drinking it. ths iis an AZ Health Code Violation.

In addition several beverages were observed being served without being charged for as well as not being accounted for within the POS:

At around 10:20pm a local delivery man from a Mexican restaurant entered the establishment delivering food for Bartender 2.  The delivery was handed to Bartender 1 and then Bartender 2 came by to greet the delivery man.  While Bartender 1 was standing there talking to the delivery man Bartender 2 poured the delivery man two shots of jager in two separate shot glasses.  The delivery man drank one immediately, chatted with Bartender 1 and Bartender 2 for several minutes, took the second shot and left.  Neither of the shots were charged for nor recorded in the POS.

At 11:33pm Bartender 1 was observed serving two Vodka Redbulls to patrons standing at the bar.  These patrons appeared to know the MOD and the staff.  Neither drink was charged for nor accounted for in the POS.

 

Wait Staff Summary                                                                                                     

Server 1:  Named Xxxxx; Caucasian female, approximately 5’4, medium build, with dirty blonde/brown curly hair, wearing a black female uniform t-shirt, a black wool hat, and jeans.

Server 2:  Named Xxxxx; Caucasian female, approximately 5’3, petite build, with long blonde hair, wearing a uniform female t-shirt, and jeans.  Xxxxx was training that evening.

The agent and associate sat at a table and were approached by Xxxxx and Xxxxx after waiting several minutes.  Xxxxx placed beverage napkins onto the table and asked the agent and associate what they wanted to drink.  The agent and associate placed drink orders (Please see Food and Beverage for details).

Over the course of the evaluation only the associate was IDed however both the associate and the agent received alcoholic beverages (Please see Food and Beverage for details).

After viewing the menu the agent and associate placed a food order with Xxxxx and Xxxxx (Please see Food and Beverage for details).  The agent asked a question which neither Xxxxx nor Xxxxx knew the answer to (Please see Food and Beverage for details).

While the agent and associate ate the first course Xxxxx and Xxxxx checked in a few times. During one of these check-ins the associate ordered an additional beverage.  The agent is not sure how long it took for this beverage to be delivered, although it was at least five minutes.  Considering the low volume of business, the agent and associate felt that this wait time was not appropriate.

Regarding the second course the agent asked Xxxxx for something which was immediately provided, which the agent greatly appreciated (please see Food and Beverage for details).

Considering the low level of business again, the agent and associate felt that the wait time for the second course was also longer than appropriate (Please see Food and Beverage for details).

When the food was delivered the agent ordered an additional beverage through Xxxxx.  There was an issue with the beverage that was not Xxxxx’s fault, however, Xxxxx handled this issue very well (Please see Food and Beverage for details).

When the agent and associate were finished with their meal the agent requested the check.  The check was promptly provided and paid for.  There was no customer receipt included with the bill, however, and another item on the bill was very odd (Please see Food and Beverage for details).

As a training server it is expected that Xxxxx would be on her best behavior, which she was.  The agent and associate were surprised, however, at Xxxxx’s performance in comparison to Xxxxx’s, Xxxxx seeming to slack and be less helpful as well as be a bad role model and trainer for Xxxxx considering her lack of knowledge and lack of attention.

Xxxxx was a very friendly and attentive server, on the other hand.  However, throughout the meal the table was not maintained, leaving a clutter of dirty plates and glassware for almost the entire meal.

Security Summary

·       Security 1- Caucasian male, approximately 5’10, with an athletic build and dark short hair, wearing a black t-shirt and jeans.

When the agent and associate approached there was no Security stationed at the door nor did there appear to be security staff within the establishment.  Consequently, no patrons were being IDed upon entering, which, based on the assumption of staff assuming the patrons had been IDed, caused some patrons to not be IDed at all.

About half way through the evaluation there was a single security guard that was noted to have arrived and started working.

Security 1 was observed walking into the establishment only several times during the evaluation, spending most of his time at or near the front entrance.

On the agent and associate’s way out Security 1 wished the agent and associate a good evening.

Although it appeared that only staff and a few friends of staff walked through the back door of the establishment that went into the back parking lot, the agent warns that there was no staff member watching that entrance/exit throughout the evaluation.  The agent notes that this is an easy area for underage individuals to enter the establishment and be assumed as having been IDed by the servers and bartenders.

Overall, the agent is not sure whether or not the security staff was short just for that evening or if only one staff member was scheduled.  The agent also does not assume that Security 1 was necessarily late.  Nonetheless, the agent does warn that the establishment was not being watched over in the way security staff would and should, IDing all patrons at the door and watching all entrances.  Such responsibilities should be handled, therefore, by the rest of the staff watching for incoming patrons through the back entrance and IDing all patrons as they are served, however, this did not appear to be the case either, causing the establishment to have face the risk of serving underage and/or intoxicated patrons.

Food and Beverage Summary

When the agent and associate entered the establishment there was no security working at the door.  The agent and associate were, therefore, not IDed upon initial entry into the facility.