My associate and took seats at the bar and were immediately greeted by a Caucasian Blonde female with tattoos on her xxx. She did not introduce herself but we later ascertained her name was Xxxxx. Xxxxx had a BIG smile in her greet of us and asked what we wanted to drink. Agent associate asked if there were any specials and she named a Kettle Orange Vodka as the special. Agent asked a few questions about items and Xxxxx showed good product knowledge. We placed an order and she went to go prepare it. She prepared our drinks quite differently. My associates drink got a 1 1/4 oz count pour where my drink was nearly a 6 count and almost double the alcohol. Agent did not order a double and was quite puzzled by the alcohol volume disparity. We started a tab with Xxxxx and she took the appropriate measures.
Xxxxx is very friendly and seems to fit into this bar like a glove. She’s friendly with regulars as well as new guests as she strikes conversation and is very pleasant. She has good bartender presence for the most part and has good bartending prioritization skills. The one hygiene issue of note was that she frequently scratches the scalp of her head and does not wash her hands afterwards.
However, she does have some bartending issues issue that need to be addressed. First, her pour counts are all over the place. They range anywhere from 1 1/4 oz to over 3 oz at times and there doesn’t seem to be any rhyme/reason to it. The patterns that were picked up by the Agent were a 1 1/4 oz pours for the Kettle Orange that was on special. I even saw one under-poured with a single ounce shot. Agent saw this many times through the night. Women in general usually received a higher pour volume, as did those who apparently were tipping larger. With the later of these, this Agent scores this as a bartender theft occurrence as delivering additional alcohol over what is prescribed by management (1 1/4 oz pour) to increase gratuity and/or social status is a form of bartender theft.
Second, her ringing procedures are lackadaisical. This can be attributed to laziness and/or masking of integrity issues and bartender theft. Countless times throughout the evening there were drinks delivered with no movement made to the register to record them (see observations below).
Another rather important issue was some of the guests in the bar looked to be of questionable age and Xxxxx was serving them. It’s of the agent’s opinion that she probably felt that intoxicated Xxxxx had already carded them giving her a false sense of security. Bottom line is though she served these guest alcohol. Agent will add that I cannot substantiate the age of these guests; however, it was of my opinion they were of questionable age.
Xxxxx fell behind many times on clearing glassware and wiping the bar top down. Agent put her arm in a puddle of liquid and was not pleased about it, then exacerbated when I had to go to the unclean restroom to wash up. My associate commented that if security Xxxxx wasn’t such a life of the party so to speak, he could have helped her maintain the bar better, as for the most part she did all the work.
Because Xxxxx was busy seemingly running the entire bar, the facility didn’t seem to be running at it’s best efficiency level. If Xxxxx had a security member who didn’t disappear and helped her frequently, the bar would have run much smoother and a bi-product of this would have been more sales revenue.
Xxxxx was at about a 90% clip in using cocktail cards with guests. Drinks were ordered and served in a timely manner except for some occasions when she got busy.
Xxxxx scoops ice with glassware. This is just wrong and a very bad habit that should be broken right away. It’s very unsanitary and a cause for health concerns, and possible injury due to broken glass.
As aforementioned, Xxxxx had a propensity to not ruing drinks. This makes it very cumbersome to substantiate bartender theft occurrences accurately. This agent suggests that management make some immediate policy changes and create a make a drink – ring a drink policy and enforce it. This will force accountability.
At 9:39 she prepared a drink with a 5 count of alcohol and did not move to record the drink.
At 9:43 she prepared 3 shots of whiskey and did not move to record the drinks. Age observed her move to POS 2 min later and this could have been the ring in.
At 9:47 she delivered 1 yellow and 3 brown beers to a female patron and did not move to record. This woman looked of questionable age. At 10:00 it appeared she delay rang these beers.
At 9:48 Agent observed the bartender has a personal drink behind the bar. Agent cannot ascertain the contents.
9:45 Agent’s drink is dry and she is not asked for a refill until 8 minutes later.
At 9:55 Agent observed Xxxxx counting money from a wood box next to cig display. Agent would stress to management that NO money should be handled outside of the POS drawer and legitimate transactions. This makes a rather ripe situation for bartender theft when this is allowable.
At 9:58 3 shots (Jameson?) were delivered to customers and no movement to record the drinks. One consumed my Security Xxxxx.
At approximately 10:01 Security Xxxxx took money out of tip jar and then gave it to a customer, who then appeared to give it to Xxxxx and then she put it back into tip jar. It was a very bizarre occurrence to observe and highly suspicious in nature. Age could not verify exactly the nature of what happened but suspects maybe the money hand changing round robin was a lame effort to satisfy a security camera. That is just an hypothesis. Regardless, the alcohol went unaccounted for.
At 10:06 Xxxxx under pours a guest a Kettle orange with less than an ounce of alcohol.
At 10:10 3 shots were delivered and no movement to record the drinks. Xxxxx also drank a shot with the guests but it appeared to be in a different sort of glass than the others.
At 10:15 agent observed Xxxxx make a drink with a 4 count of alcohol into a short glass, then the customer exclaimed that she wanted it tall and Xxxxx poured the drink into a pint and then added another ounce of alcohol. She was not observed accounting for the drink at that time.
Xxxxx asked and prepared a drink for my associate, but for some odd reason did not ask me for one. Agent started to suspect that she may be impaired of some sorts, as I also observed her making other simple mistakes such as delivering drinks to the wrong guest after making them. this happened a few times.
Several minutes later she asked me if I wanted another drink and went to prepare it, She made my drink with a 4 count 1 1/2 oz pour and did not report to the POS to record it on my tab.
At 10:26 Xxxxx appeared “distracted” delivering drink to wrong person the corrected herself. She did not report to the POS to record the drink.
At 10:29 Xxxxx almost gave change to wrong patron.
At 10:33 my associate ordered a drink and she prepared it with a 6 count of alcohol. This time she DID report immediately to the POS.
At 10:36 My associate reported that it appeared Xxxxx was drinking a beer. At 10:43 A male patron at the bar Gave Xxxxx another shot of alcohol.
At 10:44 Xxxxx made a cocktail and did not report to the POS.
At 10:50 Xxxxx is observed going to the POS and group ringing sales all at once. It appeared as if she was looking around at guest sand drawing from a mental inventory in order to try and correctly ascertain all the alcohol drinks she had delivered for tabs.
At 10:56 Xxxxx prepared 2 cocktails for a man and a woman at the bar. One was poured with a 5 count and the other was poured with a 6 count. This really exemplified the inconsistent pours of this bartender.
At 10:58 Bartender was observed coming out from bar and collecting glassware. Doorman Xxxxx nowhere to be seen. She was also later observed wiping the tables.
At 11:11 Xxxxx was observed delivering 2 drinks and a beer and not observed reporting to the POS to record.
At 11:12 Xxxxx made 2 bombers of some sort and not observed reporting to the POs to record.
At 11:17 she was observed making a cocktail for one guest and not ringing it in and then moving to another guest an deserving him a Corona and not ringing it in either.
At 11:23 is observed going to the POS and group ringing sales all at once. It appeared as if she was looking around at guest sand drawing from a mental inventory in order to try and correctly ascertain all the alcohol drinks she had delivered for tabs.
At 11:26 Agent was a bit distracted by something that happened near the pool table. When I turned around the POS screen had “No Sale” and Xxxxx was counting money in the wood drawer. Agent cannot substantiate what happened.
At around 11:35 Xxxxx gave two shots to customers who looked as if they had already tabbed out. One of the customers tried to pay and appeared she shook it off in a “don’t worry about it” fashion. The shots were not seen accounted for.
11:40 Security Xxxxx doing another shot of alcohol.
Tab procedures were carried out in a timely manner. No itemized receipt was given.
Upon arrival, security Xxxxx was at the front entrance and asked us for ID’s. I pulled my wallet from my purse and showed it to him and he mumbled something inaudible and I said “what?” and he leaned in to ask me again and that is when I was ht with a wall alcohol smelling bad breath. I showed him my ID again and took a step back and took note that he had a goofy look on his face and glassy eyes. His level of alcohol impairment was absurd. As we passed, he yelled something at my associate and gave him a fist bump. My associate then said to me, “Is that Door Guy totally wasted or what?”
The professionalism of this guy was way out of line. He also appeared to do next to nothing to help out with Xxxxx. His numerous disappearances left the door unattended and people just walking in without properly showing ID. many of the disappearances were associated with a young Caucasian female with red hair.
At one point he stumbled through the bar in an attempt to hug some guy spilling drinks and bumping into other guests.
This employee is a liquor liability dram shop lawsuit waiting to happen.
He did not greet us farewell upon our departure.
DO NOT POST THIS SECTION TO STAFF
SPOTTER ANONYMITY WILL BE COMPROMISED
My associate ordered one of the Kettle Orange drinks and it was awful and it was sent back. He then ordered Knob Creek and Coke and the drinks were inconsistent with taste because each one was made with different volumes of alcohol.
Agent had Malibu and Diet drinks and it was the same issue with inconsistent tastes because of fluctuating liquor volumes.
The two shots listed at the end of the bar section were for me and my associate. We tabbed out and purposely tipped Xxxxx rather large and as an integrity test pre-text, said “let’s order a shot before we go” She delivered the shots and said they were free.
Michael Zenner – CEO
hospitality checkpoints Inc.
PO BOX 995 Gilbert AZ 85299
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012