· Bartender 1: Caucasian female, 5’6”, with an average build. She had blonde/brown wavy hair worn in a pony tail. She wore a black XXXX top with black pants.
· Bartender 2: Caucasian male, 6’, with a stocky build. He had brown hair with a slight beard. He wore a red XXXX polo shirt and jeans.
· Bartender 3: Caucasian female, 5’5”, with an average build. She had long black hair work half pulled into a pony tail. She wore a white blouse and black pants.
· Bartender 4: Caucasian female, 5’5”, with an average build. She had long brown hair worn straight and in a pony tail. She wore a white blouse and black pants.
As the agent approached the xxxxx bar he found seating available at a very busy bar. Bartenders 1 and 2 were serving a nearly full bar, as well as people standing at nearby bar tables. The two bartenders seemed to work efficiently and well together.
Neither bartender offered their name to the agent.
A few seconds after being seating Bartender 2 greeted the agent and offered a beverage. The agent ordered a cocktail, and Bartender 2 failed to ask for a liquor preference. He did check the agent’s identification. I am frequently asked for ID.
Bartender 2 quickly prepared the drink with quite the heavy pour, one bordering on a 6 count. As the agent watched Bartender 2 through the evening he appeared to have a heavy hand on most pours.
As he provided the agent the beverage he also offered a menu; he would return about ten minutes later to see if any food would be ordered. No credit card was collected from the agent to start a tab. After watching, the agent deemed that both bartenders were picking and choosing who they required a credit card of to start a tab.
It seemed that each bartender had that own side of the bar which they were responsible for serving. They would regularly crossover into each other’s sides when necessary however. Bartender 1 was predominantly seen working at the far end of the bar, while Bartender 2 was serving guests at the end closest to the front entrance.
In addition to serving guests Bartender 2 was also responsible for pouring server’s drinks. The agent noticed a couple disturbing trends as far as server tickets went.
The first being that Bartenders 1 and 2 seemed to lack any awareness and urgency to make server tickets. Many tickets sat for a great deal of time before either being poured or before a server shouted across the bar to get a bartenders attention.
Secondly, with server drinks as well as bar guests drinks, Bartender 2 had an unsanitary habit of handling drinks by the rim of the glass. And lastly, it seemed that the standard was to place the physical ticket in the drink itself.
Cleanliness as a whole was also an issue at the first floor bar. While Bartender 2 did wipe down the section of the bar where the agent sat down, the remainder of the bar top stayed filled with empty glassware, trash and soiled dishware. These cleanliness issues duplicated themselves at the high top tables in the bar area. A barback/busser was on duty however he was not seen doing much to maintain cleanliness standards either.
The agent observed Bartender 1 mostly from afar due to the large crowd filling her end of the bar. During his time at the bar, the agent did observe a couple of possible integrity/theft issues.
The first occurring at 9:30pm when Bartender 1 poured a full 9 count cocktail for a guest at the far end of the bar then failed to ring anything in.
Also, at 9:45pm both bartenders worked to prepare several shots for some regulars sitting at the bar. These shots also appeared to go unaccounted for.
More disturbing than these two occasions was the minuscule amount of time both bartenders visited the POS to ring things in. For the amount of drinks leaving the bar, neither bartender visited the POS nearly enough. Bartenders 1 and 2 may have accounted for the two integrity issues listed above, however it would be difficult to figure that since the general practice was not to ring drinks in immediately after serving them. It’s very hard to assess theft issues if the bartenders are rarely ringing in the drinks directly after they make them.
Agent highly suggests management instruct the bartenders on a make a drink – ring a drink policy and strictly enforce it. The system in place of delayed rings and group/batch ordering is a sieve for bartender theft opportunity.
Both Bartenders 1 and 2 were very friendly and helpful with the agent. Bartender 2 was present to offer additional beverages when appropriate and had a friendly farewell for the agent as he departed.
Moving to the Xxxxx bar, the agent was abruptly met by Bartender 3. Before offering any sort of friendly greeting, she quickly asked if the agent was just upstairs to smoke or to drink. Her approach was a bit abrasive and did not create an environment in which the agent would wish to stay. Nevertheless, the agent ordered a beverage for which Bartender 3 started a tab. She asked the agent’s name to start a tab but did not offer hers in return.
Bartender 3 had maybe one or two empty seats at her bar and a mostly empty dining room with exception of one table. Rather than taking the opportunity to chat with her guests, the agent observed Bartender 3 being mostly stand-offish.
Shortly thereafter two more guests came upstairs and attempted to order drinks. The guest inquired how tabs worked at the separate bars, asking if they were connected or if he would need to close each one separately. Bartender 3 once again responded in poor manners with a short, rude, curt response that simply wasn’t necessary.
With not much happening at the second floor bar, the agent closed his tab and moved to the third floor bar. He quickly found a spot at the bar. It was quite some time before Bartender 4 greeted the agent which was only after he asked for a menu.
The agent believes this delay in service to be due to the fact that he still had a beverage in his hand from the downstairs bar. The agent observed this pattern recur at the 2nd and 3rd floor bar throughout the night. While a guest may not need a drink at the moment, good service standards dictate that employees greet all guests or perhaps offer a menu.
After the initial point of contact, Bartender 4 was helpful, friendly and attentive. The agent observed Bartender 4’s pour count which were accurate. She had quite a few guests at the bar to serve and was quick to account for all drinks.
Bartender 4 asked for a credit card to start a tab. She returned at appropriate times to offer additional drinks and to inquire if the agent needed a menu. She did not offer her name to the agent.
Food and beverage service from Bartender 4 was quick and well-timed. During her spare time the bartender kept busy by organizing the bar, rearranging bottles, and insuring that the bar top was clean.
Michael Zenner – CEO
hospitality checkpoints Inc.
PO BOX 995 Gilbert AZ 85299
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012