- Bartender 1: Caucasian male, approximately 6’2’’, short medium brown hair, wearing a black logo t-shirt and jeans with a yellow towel in his back pocket.
- Bartender 2: Caucasian female, approximately 5’8’’, medium length blonde hair with bangs, wearing a black v neck shirt with jeans, identified as Xxxxx.
After finding a seat at the bar, the agent and associate were greeted by Bartender 1. He seemed friendly but did not introduce him self. After we ordered our beverages, Bartender 1 immediately grabbed glasses and made the drinks.
Bartender 1 failed to up sell the liquor. The drinks were poured heavy with a five count pour. The first round of drinks was served on beverage napkins.
Bartender 1 failed to card either the agent or associate (both under 30 years) and did not ask for a credit card to secure the tab. The agent did not observe Bartender 1 going to the POS until four minutes after the drinks were served.
Bartender 1 was NEVER observed using the ice scoop. Each time he used the glass to get ice. This is a serious health code violation and is dangerous. The agent recommends that management train bartenders to always use and ice scoop.
In addition to not using the ice scoop, throughout the entire visit Bartender 1 was observed reaching into the ice bin and grabbing one ice cube and putting it in his mouth. This was observed more then 15 times during the visit. He also was observed drinking out of a Fuji water bottle and dropping it back in the ice.
Bartender 1 did notice when the beverages were 85% finished and offered a second round. Again, he made the drink with a 5 count pour (4 count = 1 ½ oz) serve the cocktail on a beverage napkin. He also did not clear away the empty glass.
After finishing the second round, bartender 1 seemed to pay little attention to the agent and associate. After both drinks were empty, Bartender 1 offered an additional round. This round was made with an accurate four count pour. Again it was served with out beverage napkins and he did not go directly to the POS.
After observing Bartender 1 for a while, the agent ordered some food. Bartender 1 indicated that it would come out quickly which the agent appreciated.
The appetizer came out quickly and Bartender 1 gave the agent and associate silverware. Bartender 1 did not check back to see how everything was.
After finishing the appetizer, the agent asked to cash out. Bartender 1 presented the bill in a black check presenter. The itemized receipt was short 1 drink. The agent believes that this is a direct result of not ringing in drinks immediately after serving them.
The payment was processed and then the agent had to wait for Bartender 1 to locate a pen. After waiting for another guest to finish signing her slip, Bartender 1 brought the pen over to the agent. The agent recommends that the bar staff and the wait staff have multiple pens available so that guests don’t have to wait when closing out.
Because of the agent’s position at the bar, Bartender 1 was observed in more detail then Bartender 2. As the afternoon became busier, the agent did notice Bartender 1 going to the POS more frequently and requesting credit cards to secure tabs. The agent did not observe Bartender 1 offering guests a menu or trying to sell appetizers. Each time food was ordered, the guest asked him for a menu.
Bartender 1 was not observed asking for ID from anyone. The associate is under 23 and she was not carded. There were several guests that should have been carded that were not. The agent recommends that management enforce strict ID rules to protect the establishment and the servers/bartenders from serving to a minor.
At 11:47am, a man came to the bar that seemed to be a friend of Bartender 1. He ordered two double bloody marys. Again, Bartender 1 did not attempt to up sell, instead he poured Kettle One and charged him for a single well vodka at $7 for both.
The agent also observed Bartender 2, identified as Xxxxx. Xxxxx had a great rapport with guests and seemed to have some regulars. She always went immediately to the POS after pouring a drink. Her pours were consistent at four counts.
Xxxxx was observed taking care of the server well. A few times she handed the drinks directly to the server and threw away the chit. 90% of the time she would place the drink on the well with the ripped chit.
Xxxxx was not observed drinking anything and always used the ice scoop. She did leave the back cooler open all night during service, which is not conducive to keeping the beer cold. Agent observed the other bartender close it later and can attest that it was functioning properly.
Both bartenders were observed at the end of the observation period to be making change from the tip jar. This was simultaneous from both registers as both counted out money from the tip jar and exchanged them for larger bills in the register after hitting the “No Sale” button. Shortly after more bartenders arrived for duty. They simply may have been changing out their tips before the new bartenders arrived. Agent cannot stress enough that this is a very dangerous practice as this presents the perfect opportunity for the laundering of stolen money. Agent would highly suggest that management restrict this behavior.
Michael Zenner - CEO
hospitality checkpoints Inc.
Hospitality Checkpoint PLLC
PO BOX 995 Gilbert AZ 85299
Toll Free: 800-880-0811