Bartender Summary
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Bartender 1: Female, 5’5”, Caucasian, in her early twenties, with a medium build and dark hair worn in pigtails. She wore black pants, a black tee shirt with an establishment advertisement on it, and no nametag.
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Bartender 2: Female, 5’4”, Caucasian, in her early twenties, with an average build and long, straight blond hair with bangs. She also wore black pants and a black promotional tee shirt, as well as a nametag identifying her as Xxxxxx.
Bartender 1 approached the agent and his associate very soon after they approached the bar. She immediately placed beverage napkins on the bar top and offered drinks.
She did not suggest upsell options, but did mention the feature drink for the month.
Bartender 1 did not require identification. Both the agent and his associate appear less than forty years of age, and the agent is frequently assumed less than thirty.
Bartender 1 filled and delivered the round promptly. She did not ask for payment or to secure a tab, but did ring in the round promptly.
Several minutes later, Bartender 1 returned and offered menus. She mentioned the nightly food special and informed the agent and his associate of a drink special that would be offered later in the night.
Bartender 1 returned in appropriate time to take the agent’s order. She offered no upsell options, nor did she suggest any additional items. She promptly rang in the order and provided a paper basket with napkins and silverware rolls.
Throughout the visit, prior to the allotted time of the drink special, Bartender 1 frequently advised patrons both seated at the bar as well as walking-up of the drink specials later in the night.
Xxxxxx delivered the appetizer in appropriate time. Two minutes later, a food runner delivered the entrees.
Bartender 1 checked on the agent and his associate after several minutes. She continued to check on them several times throughout the meal, and removed their service items when it was appropriate. She offered carry-out boxes and did not suggest dessert.
Both bartenders offered additional rounds at the appropriate times; however, Bartender 1 showed the agent and his associate far more attention and pleasantness than did Xxxxxx. When Xxxxxx did pass by and interact with the agent and his associate, she did so with a blank expression or a scowl. She did not smile nor did she appear friendly.
Both bartenders typically utilized proper free-pour technique, delivering the requisite 1 ¼-ounce single-liquor shot. Excessive pours appeared a result of a lack of attention, rather than intentional.
The bartenders showed no habit of immediately moving to the register to ring in rounds, particularly when the guest volume increased. When business was slower, they moseyed to the register and lazily input rounds after they were served.
It is during busier times, however, when the practice of immediately rings is particularly important, as a bartender can easily forget rounds when grouping. Additionally, in the agent’s experience, bartenders with a penchant for theft always make sure to ring in rounds immediately when business is slow, because any omission would be conspicuous. Thinking that heavier business masks their transgressions, instead, it shows the agent their true colors.
- At 7:53pm, Bartender 1 prepared a White Russian using Three Olives Root Beer vodka for a patron; she did not ring in the item.
- At 8:11pm, Bartender 1 served a round of beers to three male patrons sitting at the right end of the bar; said patrons appeared of questionable drinking age, and to be regular guests. Bartender 1 did not ring in the round.
- At 9:20pm, Bartender 1 prepared a clear vodka drink for a male patron at the left end of the bar. She delivered the drink with no straw and did not ring it in.
Bartender 1 occasionally scooped ice using glassware—a dangerous practice that is a liability issue for the establishment, as well as an AZ health code violation. .
Both bartenders drank from cups with lids when behind the bar. They typically did so while standing at the far right side of the bar, halfway obscured by a partial wall. They did not eat when behind the bar, or utilize cell phone or any personal items.
The bartenders allowed a server wearing the nametag Emily to prepare several drinks behind the bar.
When the agent and his associate requested their tab, Xxxxxx accepted their card with neither a word nor a smile. She immediately processed the payment and neither required identification—as instructed by the agent’s card—nor provided an itemized receipt. She also returned the tab without a word.
Bartender 1 called goodbye to the agent and his associate when they departed, wishing them a good night.
The agent and his associate found Bartender 1 pleasant, but Xxxxxx rude. She was perfectly willing to lean on the bar top, chatting lazily with guests who were regulars, but she could not be bothered to offer so much as a smile to guests she did not know.
Michael Zenner – CEO
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com (blog)
Hospitality Checkpoint PLLC
Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Mobile: 602-622-0875
Toll Free: 800-880-0811