BARTENDER THEFT:

Bartender Summary

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

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

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

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

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

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

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

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

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

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

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

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

TITLE 4, CHAPTER 3

4-244. Unlawful acts

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

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

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

TITLE 4, CHAPTER 3

4-244. Unlawful acts

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

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

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

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

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

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

TITLE 4, CHAPTER 3

4-244. Unlawful acts

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

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

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

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

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

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

© Eye Spy Spotter Services Inc. 2012

BARTENDER THEFT:

Bartender Summary

• Bartender 1 – Vxxx (xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx)

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

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

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

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

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

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

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

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

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

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

© Eye Spy Spotter Services Inc. 2012

BARTENDER THEFT:

Bartender Summary

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

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

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

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

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

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

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

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

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

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

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

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

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

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

© Eye Spy Spotter Services Inc. 2012

Bartender Summary

• Bartender 1- XXXXXXX xXXXXXX, in her early thirties, with long xXXXXXX hair and a slim build.  She wore a xxxx xxxx hat, a teal tank top, and jean shorts.  She had visible tattoos on her XXXX and XXXXX XXXXXXXX.
• Bartender 2- XXXXXXX xXXXXXX, in her late twenties, with short curly xXXXXXX hair and a petite frame.  She wore a xxx cowboy hat, a black tank, black jacket, jean shorts, and knee high xxxx socks.
• **Off Duty Bartender- XXXXXXX xXXXXXX, in her early thirties, with medium length XXX hair and XXXXXXXXX.  She was approximately 5’5” in height, and wore a black XXXXXXX XXXXX sweat suit.  Possibly a manager, as she had keys to the registers and used them several times.

Agent and Associate took a seat at the bar, and were quickly greeted by Bartender 1.  Bartender 1 did not offer her name at any time.  She placed cocktail napkins on the bar top, and asked for a drink order.  Bartender 1 seemed very knowledgeable of the drink specials offered.  

She was very friendly and personable with all the patrons at the bar, though it seemed easier to get her attention if one was a “regular.”  There were several instances in which Agent and Associate had empty glasses for several minutes before being noticed by a bartender.  Agent recommends employees implement the 75% rule, in which employees offer additional beverages to patrons whose drinks become less than 75% full.  This will prevent customers from being left without a beverage, as well as possibly boosting sales.  

Agent also noted that Bartender 1 used cash from the tip jar to make change for a customer.  Agent recommends employees refrain from handling cash in the tip jars in order to prevent confusion or the mishandling of monies.

When preparing the beverages, Bartender 1 used the designated ice scoop.  Her pour count was inconsistent throughout the evaluation, as it varied from as little as a two count, to as heavy as an eight count.  Agent suggests all employees use a constant 1 ½ ounce pour to maintain consistency and accuracy among all prepared beverages.

She was fairly consistent in entering beverages into the POS after preparation. There were, however, several instances which warrant the managers’ attention:

At 4:26 PM Bartender 1 prepared six shots of honey-colored liquor from a chilled bottle.  She walked five of the shots over to Off Duty Bartender, and left the sixth shot next to the POS system.  At no time did she attempt to enter the shots into the POS system.

At 4:36 PM Bartender 1 acknowledges a male customer with who she is familiar with.  She mixes him a cocktail and places it in front of the man.  He asks what the beverage is, since he did not give a verbal order.  She explains the drink and does not make an attempt to enter the beverage into the POS or collect any money.

At 4:42 Bartender 1 prepared an eight count Vodka and Redbull in a Styrofoam cup that Security 1 had been drinking from.  Agent found this disturbing for several reasons.  This is an excessive pour, as it was in excess of 3 oz of alcohol.  Preparing an alcoholic beverage in a Styrofoam cup can lead to the beverage being removed from the premises, whether on purpose or accident.  Security 1 was still on duty at the time and is an ADLLC violation.  This beverage was also not entered into the POS system which is a bartender theft occurrence.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

12. For a licensee, when engaged in waiting on or serving customers, to consume spirituous liquor or for a licensee or on-duty employee to be on or about the licensed premises while in an intoxicated or disorderly condition.

At approximately 5:15 PM Bartender 1 gave a bottle of Bud Light to a male customer, and did not make an attempt to enter the beer into the POS system.

Bartender 2 seemed preoccupied (mostly with her cell phone), and offered most of her attention to the Off Duty Bartender and her friends.  When preparing her beverages, she did use the designated ice scoop to retrieve drinks from the well.  Her pour count was also inconsistent.  Though most of her beverages were prepared with the accurate four count (1 ½ ounce) pour, there were several instances in which singles were ordered but doubles were prepared.

Agent was also concerned with the placement of Bartender 2’s bottle opener, as she stored it in between her shorts and bare bottom.  This is an AZ Health Code violation, as well as unprofessional.  Agent recommends bottle openers be stored in the pocket or attached to a retractable clip on the pants.

Agent was very concerned with Bartender 2’s inconsistency in entering beverages into the POS.  Several instances in particular stood out, and are listed below.

At 4:16 PM Bartender 2 prepared a Crown Royal cocktail in a Styrofoam cup for a customer.  The customer had already been drinking from this cup, so Agent assumed this was not the first cocktail prepared in the Styrofoam container.  The customer, dressed in all black attire, then walked around on the patio, as well as on the side walk outside of the establishment, with the cup.  This is an AZ Liquor Code violation, as open containers holding alcohol are not permitted to be removed from the premises.  Furthermore, Bartender 2 made no attempt to enter the beverage in the POS system which is a bartender theft occurrence.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

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

At approximately 4:20 PM Bartender 2 prepared three Vodka Redbull cocktails, and gave them to friends of the Off Duty Bartender.  She did not attempt to enter the cocktails after delivering the drinks.

At 4:25 PM Bartender 2 handed a Bud Light Bottle to a male customer, and did not move to the POS system to enter it.

Around 4:30 PM Bartender 2 prepared three yellow shots (Agent assumed they were White Gummi Bears).  She handed them to a group of customers at the bar. The patrons asked what they were, as if they had not ordered them. After drinking the shots, patrons thanked Bartender 2 and gave her “high-fives.”  Though Bartender 2 eventually migrated to the POS, Agent was unable to confirm if the shots were entered, as other beverages had been prepared and delivered in between that time.

Both Bartenders’ 1 & 2 habitually played on their cell phones in blatant view of customers.  Though Bartender 2 only used her phone while stationed at the POS, Bartender 1 used her cell phone near the POS and in front of customers while conversing with the patrons.  They seemed to be texting and playing on their Facebook sites.  Agent felt this to be extremely unprofessional.

At the end of the evaluation, the check was placed in a clean presenter, though it did have an error.  (Please refer to Beverage Summary for further details.) Bartenders 1 & 2 thanked Agent and Associate and said goodbye.

Agent did not witness either bartender drinking or smoking, though Bartender 2 seemed to be consuming cough drops.

Security Summary

• Security 1- XXXXXXX male, in his mid-thirties, with XXXXX XXX hair, a XXXXX, XXX, and thinly XXXXX XXXX.  He had a large, muscular build, and wore a black staff shirt under a XXXXXXXXt.

Upon approaching the establishment, Agent and Associate were nonchalantly stopped by Security 1 and asked for identification.  He did not use Agent and Associate’s name when observing the identification. Security 1 seemed unfriendly, and did not tell Agent and Associate to enjoy the visit, or anything at all for that matter.

As previously mentioned in Bartender Summary, Agent witnessed Security 1 drinking Vodka Redbull while working.  This is very unprofessional, as well as a safety risk and against the law. This is a dram shop issue that should be addressed by management.  If the security staff is intoxicated, they are unreliable for maintaining safety and upholding liquor laws, not to mention should something terrible happen and it is discovered that security was alcohol impaired, it could lead to a serious dram shop problem.

TITLE 4, CHAPTER 3

4-244. Unlawful acts

12. For a licensee, when engaged in waiting on or serving customers, to consume spirituous liquor or for a licensee or on-duty employee to be on or about the licensed premises while in an intoxicated or disorderly condition.

Security 1 seemed very distracted by the patrons congregating on the patio. Security 1 spent a majority of the evaluation visiting with the customers, and Agent did not note any time in which Security 1 walked through the bar to monitor the situation.  Agent only noted a handful of times in which he actually entered the facility, and that was to get a refill on his cocktail and to check the score of the game.

When Agent and Associate left, Security 1 did not acknowledge the departure.

Beverage Summary

DO NOT POST THIS SECTION TO STAFF

SPOTTER ANONYMITY WILL BE COMPROMISED

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Lastly, Associate ordered a XXXXXXX from Bartender 1.  The XXXXX was served ice cold and was full-flavored.  This beer, however, was not entered into the POS system after delivery, and was not on the final tab. Giving away alcohol drinks to a trained bar theft spotter, without prompting,  leads that Agent to assume that a serious problem or culture of theft exists at this establishment.

Management Summary

• Off Duty Bartender/Manager- XXXXXXX xXXXXXX, in her early thirties, with xxxxxx and xxxx xxx.  She was approximately xxxx in height, and wore a black XXXXXXX xxxxx sweat suit.  Possibly a manager, as she had keys to the registers and used them several times.

Though it did not appear that there was a manager on duty, there was an off duty employee that Agent surmised to be a manager. Agent was deeply concerned by the woman’s behavior during the evaluation.  Off Duty Bartender/Manager was seated on the xxxend of the bar on the xxxx when Agent arrived.  It was clear that she had already been drinking, as there were several cocktail glasses in front of her, one of which she was drinking from. (A pint glass containing an orange colored cocktail.)

Shortly after Agent arrived, Agent noticed Off Duty Bartender/Manager get up from her bar stool and walk around to the server’s station.  She then bent underneath the bar and started to handle the register.  Agent found this inappropriate, as no cash handling should be done by someone under the influence of alcohol.  Approximately fifteen minutes later, she returned behind the bar and pulled out the cash drawer again.

Around 4:20 PM Agent heard a yell coming from the Off Duty Bartender/Manager’s direction.  Agent witnessed the off duty employee crawl up onto the bar and start smashing glass beer bottles into the trash can.  Agent could not believe the behavior of the off duty employee.  Regardless if the woman was a manager or not, this makes for a very unprofessional appearance.

Off Duty Bartender/Manager remained drinking at the bar the entire evaluation.  Many of the free drinks Agent witnessed bartenders giving away went to Off Duty Bartender/Manager’s party.

Because the manager performed an "Act of Working" in the eyes of the law that would be considered on duty and had this Agent been an ADLLC officer this would have been an ADLLC violation.              

TITLE 4, CHAPTER 3

4-244. Unlawful acts

12. For a licensee, when engaged in waiting on or serving customers, to consume spirituous liquor or for a licensee or on-duty employee to be on or about the licensed premises while in an intoxicated or disorderly condition.

BARTENDER THEFT:

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

© Eye Spy Spotter Services Inc. 2011