- Bartender 1: A Xxxxx Xxxxx in her late Xxx, x’xx”, with an average build. She had xxx hair with xxxx worn in a xxxxx. She wore xxxxxxxxxxxxxxxxxxxxxxxxx xxxxxx xx. The agent’s receipt stated her name to be Xxxxx.
At the time when the agent entered the bar there were plenty of seats available. He found a seat at the bar and began waiting for service. At the time that the agent entered, Xxxxx was taking a take-out order from a guest at the bar. It appeared that she was very unfamiliar with the POS system as this took a very long time. Also during this time four more guests entered the bar, two at a booth and two more at the bar itself.
Instead of acknowledging any of the guests who had just entered Xxxxx chose to make drinks for tickets that had printed out. At this time the bartender was visibly flustered between making drinks and serving guests. After waiting over five minutes with no eye contact the agent was finally acknowledged by Xxxxx. Management should instruct Xxxxx acknowledge new customers and in the very least, give them some sort of eye contact. A 1.5 second eye contact and simple nod tells the customer that they know that the employee knows they are there and will get to them. Being outright ignored while the bartender fields drink tickets is borderline maddening.
Xxxxx asked what the agent would like to drink and for identification after the agent stated his order. Xxxxx quickly presented the drink with a beverage napkin and moved on to the other guests.
She did not offer chips/salsa or a menu.
Xxxxx repeated this pattern of service with the other patrons in the bar. She was sure to enter each drink into the POS as she made it. This slowed her down considerable due to her unfamiliarity with the system. After getting drinks for the patrons in the bar Xxxxx left the bar area.
Throughout the agent’s visit Xxxxx would leave the bar unattended for long extended periods of time. On two instances she returned with take-out orders, but even then the agent felt the large amount of time spent away from the bar was unjustified. Most of the times Xxxxx left the bar there were guests that needed drinks or refills.
Towards the end of the agent’s visit he sat with an empty drink for almost ten minutes while the bartender said she was, “Going to get a Coke.”
After almost ten minutes of sitting without any further acknowledgement the agent took it upon himself to ask for a menu. Xxxxx provided the menu promptly and at this point also realized she had failed to offer anybody chips and salsa. She quickly beckoned another employee named Xxxxx and stated that she needed chips and salsa for everybody in the bar. Once again, nearly ten minutes after the agent had seated himself.
Soon thereafter chips and salsa were provided to the agent and each other guest in the bar. Unfortunately the chips and salsa were not accompanied with napkins or silverware of any sort.
The agent decided which item from the menu he wanted and closed his menu as a non-verbal gesture that he was ready to order. He made eye contact with Xxxxx several times hoping she would come over and take the agent’s order; she did not. The agent waited another ten minutes while the bartender left from behind the bar and chatted with other employees about personal matters in a loud manner.
Once again, the agent took it upon himself to ask if he could order some food. The bartender then moved to the POS and turned back to the agent waiting for his order, rather than coming to the agent to have a more personal approach. That was an astonishing breech of service etiquette…I couldn’t believe it actually was happened. The agent ordered his meal, which it appeared Xxxxx did not how to find in the POS system. Another employee was present at the well, whom Xxxxx asked where to find the dish.
Xxxxx did not offer any up-sells or suggest an appetizer. She in fact closed the window before asking if the agent wanted to order anything else; he did, which he then communicated to her and she returned to the POS to input it.
The agent overheard Xxxxx speaking with another patron in the bar explaining her history with the establishment. She mentioned that she had worked there 12 years before and had just recently returned. The agent took this conversation as an explanation as to why she was unfamiliar with the POS and as to why she was so easily flustered.
The agent’s dish was delivered shortly thereafter by his bartender. She had yet to drop off napkins and silverware but quickly did so thereafter. Xxxxx asked the agent if he needed anything.
The agent requested a side item for the meal at this time. She never ever, brought it out.
There was no check-back performed during the meal.
The agent’s drink level ran low for the majority of his visit. He would have been inclined to have more drinks than he did but quite frankly, he did not have that much time to spare in between beverages.
Eventually the agent was able to order another beverage after he asked the bartender for one. Xxxxx asked if the agent would like a lime wedge with his drink. The agent was forced to decline to the fact that he had previously seen Xxxxx handle the fruit garnishes with her bare hands, and prior to that had seen her cough directly into her hands several times without washing them (AZ Health Code Violation). Not only is this a health code violation, but it’s really gross. If Agent was not on duty, most certainly would have tabbed out, left, and never returned to this establishment.
At the conclusion of the agent’s meal his dishes as many others at the bar sat unbussed for some time.
When Xxxxx finally removed the dishes she offered the agent dessert or additional drinks. The agent declined the dessert offer but mentioned that he may stay to have more drinks.
At this time the agent could have actually used another drink, unfortunately this was the time Xxxxx departed to get a Coke as previously mentioned. Once she returned the agent had been holding an empty drink for quite some time. Even then Xxxxx did not immediately offer another beverage.
The agent had an itemized receipt placed in front of him throughout his visit. Xxxxx would update this receipt with each new item the agent ordered. The agent reviewed his tab before presenting payment. He then presented payment in form of a credit card which sat on the bar top for five minutes before it was processed.
Xxxxx grabbed the card and the agent’s itemized tab. She then took the itemized receipt and threw it into the trash and ran the credit card. She returned the credit card with two copies of the receipt. Oddly though, the total the agent was charged was significantly lower than what it should have been.
The agent suspects Xxxxx removed all drinks from the tab in an effort to garner a higher tip. Theft Occurrence here is highly suspected; however, the agent was not able to question the total due to Xxxxx once again not being available.
Michael Zenner - CEO
hospitality checkpoints Inc.
Hospitality Checkpoint PLLC
PO BOX 995 Gilbert AZ 85299
Toll Free: 800-880-0811
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