· Bar 1: Caucasian female approximately 5’4 with short black hair and pink highlights and multiple facial piercings wearing a blue zip up sweater and jeans.
· Bar 2: Caucasian male approximately 6’ with short spiked brown hair and multiple tattoos on his arms wearing a cross necklace.
The agent and associate approached the bar top and were greeted with a slight delay by Bar 1. She was surprisingly staring rather blankly off into space and didn’t seem to notice new guests had approached her bar top (see food and beverage summary for details). She came over and asked “you didn’t need anything to drink did you?” The agent was perplexed by her non-upselling greet as it was not inviting or good service in the agent’s opinion.
A drink order was placed (see food and beverage summary for details). She brought the drinks in a timely manner and placed them on top of coasters. She reported to the POS to start our tab.
She did not introduce herself by name in case we needed anything further.
Later in the evaluation Bar 2 came onto shift. He greeted us with a smile and asked if we were doing ok which is good service in the agent’s opinion. He was only observed for a short time but appeared to be friendly and attentive in the agent’s opinion.
The agent presented payment for Bar 1 to process as it appeared she was getting ready to come off her shift. Payment was processed quickly. She did not return it in a check presenter and an itemized receipt was not included. She thanked us while walking away which impersonal and in genuine in the agent’s opinion.
Overall the agent was not impressed with Bar 1’s service. She moved around the bar without any sense of urgency which made her appear to be bored, tired and unenthused to be at work which is unpleasant in the agent’s opinion. She was not observed conversing personally with any guests and only spoke when an order was being exchanged which is impersonal and not a quality that a bartender should posses in the agent’s opinion.
She was only observed pouring one mixed drink and it was poured using a 3 count pour. She placed the pint glass directly into the ice well when making this drink which is a Health Code violation. Most of the drinks she served were bottled and draft beer. Draft beer was served with ¼ inch of head and in a cold glass. Drinks made for servers were accompanied with a ticket and no server call outs were observed.
There was one instance where she did not report to the POS after making a beverage for a walk up guest. At approximately 4:50PM she served a guest she personally knew by name a pint of beer and did not report to the POS. The agent did not see this drink accounted for on any tab.
Also, at approximately 5:02PM she served a single walk up guest a large pitcher of Blue Moon which is a violation of the liquor law as the pitcher is likely 64 ounces and a single customer can only be served 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.
Food and Beverage Summary
· Host 1: Caucasian female approximately 5’6 with reddish hair in a ponytail wearing a pink sweater and jeans.
There was a host on duty upstairs when we arrived at the establishment. She did not greet us in a friendly manner instead asked “2 of you?” without smiling or welcoming us into the establishment. It was very unwelcoming. Server 1 was at the host stand and since we were going to be her table, she led us to our table in the dining room. Host 1 was not seen seating any tables and appeared to have gone off duty shortly after the evaluation began so the section was not scored.
Shortly after we sat down, two guests sat themselves in the dining room at a table nearby. The agent watched as Server 1 and Bar 1 obviously walked past this table numerous times without greeting them or even noticing they hadn’t been acknowledged by staff members. The agent observed them looking around as they were desperately trying to get a staff member to come to the table. Finally, approximately 15-20 minutes after they sat down, the male patron went up to the bar and asked for menus and also asked to have a server sent to the table which is unacceptable in the agent’s opinion. Server 2 approached shortly after to greet the table.
The agent was disconcerted by the lack of organization displayed by staff. The agent feels staff need to be diligent about watching the front door and watching for new tables to be sat if a host is not on duty. Also, the agent feels the slow business level at the time was such that the staff members should’ve been able to notice these new guests immediately. In fact, the agent was surprised they did not walk out.
At the table the agent ordered an iced tea. The tea tasted fresh brewed and was served with plenty of ice. The agent requested sweetener. The caddie it was delivered in was grimy and only half full. The associate ordered a Michelob Ultra bottle. The beer was cold and refreshing.
For an appetizer the chicken strips were ordered. The breading was flimsy and was falling of the chicken which made a mess on the table. The chicken was tender however neither the agent nor the associate cared for the flavor of the breading. BBQ sauce and ranch was requested on the side. Neither the agent nor the associate cared for the flavor of the BBQ sauce.
The agent ordered the Buffalo Chicken pizza with light chicken. The agent was brought a pizza with tomatoes and onions on top. At first the agent wondered if they made the mistake in ordering as neither vegetable is cared for by the agent and they would’ve been requested to be left off the pizza. The agent then tasted the brown sauce on the pizza and realized it was the same BBQ sauce that had been served with the chicken and not enjoyed. The agent believed the wrong pizza was brought so called over Server 1.
The agent asked Server 1 if the wing sauce was supposed to taste like BBQ sauce and if the pizza in front of the agent was the Buffalo Chicken pizza. She stated it was the Buffalo pizza. The agent stated they didn’t want that pizza and asked for a menu. The agent then read the menu description of the BBQ pizza to Server 1 and stated that was obviously the pizza that had been delivered. Server 1 then went to the POS to look at the ticket and realized she had rung in the wrong pizza. She apologized and stated the correct pizza would be out soon. She was genuinely apologetic and asked if the agent needed anything while waiting for the pizza which was appreciated by the agent.
The agent feels this mistake should’ve been caught at the window and the pizza should not have been delivered to the agent. The fact that it was not realized until the menu description was read to her signifies to the agent Server 1 lacks menu knowledge.
The Buffalo Chicken pizza was served 19 minutes later and was definitely worth the wait – great stuff. The cheddar and mozzarella cheese was perfectly melted and abundantly spread over the chicken. The wing sauce had a great aroma and was spread along the bottom of the ingredients instead of a traditional red sauce. The chicken was tender and paired well with the rest of the ingredients. The crust was soft and had a great flavor and consistency. The side of ranch served on the side was a cool contrast to the zipp of the wing sauce.
The BBQ Pizza was present on the check instead of the Buffalo Pizza. The agent did not point out the mistake because the price for the two items is equivalent. However, the agent feels the incorrect item should have been comped off and the correct item should have been accounted for due to inventory purposes.
The associate ordered the create your own pizza with Italian sausage, pepperoni, ham and bacon. The meat was abundant and well seasoned. The cheese was perfectly melted and the marinara had a great flavor.
The associate requested a box when the agent’s pizza was delivered and the agent asked for two boxes to be brought. They were not delivered until 10 minutes later which is a significant delay in the agent’s opinion.
At the bar the agent ordered a Kilt Lifter draft. The glass the beer was served in was approximately 22 ounces. Even though the agent did not specify the size that was wanted the agent feels an upsize should be upsold as opposed to up served. Auto-upselling is a form of bartender theft in the Agent’s opinion.
The beer was over flowing onto the bar top and the spill was not cleaned up by Bar 1 which is poor guest service. The beer was delicious and refreshing. The associate ordered a Michelob Ultra bottle. The beer was equally cold and refreshing as the beer served at the table. The agent is unsure if all items were properly charges for as an itemized receipt was not provided.
· MOD 1: Caucasian male approximately 6’ with brown hair and slightly balding wearing a sweater and jeans.
The agent is unsure if the MOD was properly identified. This male was seen sitting at the curved bar top by the kitchen for the majority of the evaluation. He was seen going behind the DJ booth which signified to the agent he was possibly a supervisor. The agent feels that of he was the MOD he did a poor job of circulating through the facility. He remained stationed at the side bar top and was not observed talking to guests.
The agent feels after the food mistake by Server 1 should’ve resulted in a table visit by the manager.
Michael Zenner – CEO
hospitality checkpoints Inc.
PO BOX 995 Gilbert AZ 85299
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2012