Bartender Summary
Bartender 1: Xxxx, 5’8”, Xxxxx, in his twenties, with a medium build and a Xxxxx buzz cut. He introduced himself as Xxxxx.
Bartender 2: Xxxxx, 5’2”, Xxxxx, in her twenties, with a petite build and Xxxxx hair.
Bartender 3: Xxxxx, 5’4”, Xxxxx, in her twenties, with a slender build and long, Xxxxx hair worn in a ponytail. Xxxxx referred to her as his sister.
The bartenders wore the xxxxx-and-xxxx, xxxxx uniform shirt and had a neat and groomed appearance.
The agent was seated several minutes before he was acknowledged by a bartender. Although Xxxxx walked by him several times, he did not address him.
After several minutes, Xxxxx approached and placed a cocktail napkin and then a menu in front of the agent, but he did not speak. He returned shortly and asked if the agent cared for something to drink.
Xxxxx relayed the agent’s order to Bartender 3, who prepared the drink after several minutes. Xxxxx delivered the drink and asked if the agent cared for something to eat. He did not mention any specials or make any recommendations. He also did not ask whether the agent had been to the establishment before.
While the agent was deciding on food, Bartender 2 approached and asked if he had any questions about the menu. She was friendly and smiled.
Xxxxx returned in appropriate time to take the order. He did not offer up-sell options or additional courses—in fact, he down-sold the agent’s order. Please refer to the Food and Beverage Summary for details.
Xxxxx placed a printed tab in a glass in front of the agent immediately after taking his food order. He provided napkins and silverware quickly thereafter, and delivered chips and salsa within minutes.
All items arrived very quickly after they were ordered, and Xxxxx checked back after each course as appropriate.
Bartender 3 appeared to handle most of the service bar volume, which she did attentively and according to protocols. All bartenders delivered consistent 1 ¼-ounce pours for single-liquor drinks—slightly less than the establishment standard.
The bartenders kept printed tabs in front of guests and updated them immediately after preparing rounds.
Although the bartenders appeared to account for all drinks prepared for bar guests, the agent observed three issues of integrity:
At 7:11pm, Bartender 2 prepared two mixed drinks atop the shelves and coolers, and in the Agent’s opinion, making an obvious effort to try to be out-of-sight. She walked the drinks over to a high-top table in front of the bar at which was seated Xxxxx patrons. Bartender 2 conversed briefly with two of the patrons, who demonstrated their thanks, making it obvious to the Agent through the mannerisms that Bartender 2 had provided the drinks gratis. When Bartender 2 returned behind the bar, she did not ring in the drinks.
At 7:12pm, Bartender 3 opened the drawer using “No Sale.” She took cash out of the register, then walked to the end of the service bar, where she first appeared to try to enclose the cash in her hands, then to place it in the bar rail. In a matter of seconds, she picked up the money again and walked to the other side of the bar. Her hands were then out of the agent’s view, but the agent believes Bartender 3 was either putting the money in a purse or a pocket, or otherwise hiding it.
The bartenders allowed the cash register drawer to remain open for as long as five minutes. The agent did not observe any theft as a specific result of this, but the practice is often indicative of an effort to avoid having to ring in items.
On their down-time, the bartenders exerted effort towards keeping the area behind the bar clean, but they were not quick to clear the bar top, as empty glasses and bottles remained after guests departed. The bartenders appeared focused on end-of-night cleaning, as they asked one another what had already been done.
The bartenders handled fruit with their bare hands.
Xxxxx proved friendly and made an effort to chat with guests. He also extended a handshake and introductions. Bartender 2 also appeared pleasant and periodically checked on the agent; Bartender 3 did not circulate the bar top.
When the agent was finished eating, Xxxxx offered him a box and removed his plates to the kitchen, returning with the remaining food already packaged.
Xxxxx did not offer the agent dessert or coffee.
Xxxxx informed guests that he was departing before leaving the bar. The agent ordered another item after Xxxxx departed, and Bartender 2 provided fresh linen and silverware. The item arrived within five minutes, and Bartender 2 checked on the agent shortly.
Bartender 2 asked if she could offer the agent anything else. She did not specifically ask about dessert or coffee. The agent liked the professional and polite verbiage Bartender 2 used.
Bartender 2 promptly processed the agent’s payment after he presented it; the itemized receipt in front of him had been maintained throughout the visit and was correct.
Bartender 2 returned the itemization with the agent’s credit card receipts. She did not ask for identification for his card, as it instructs.
Bartender 2 smiled and thanked the agent after processing his payment.
Both Bartenders 2 and 3 called to the agent with thanks and goodnight as he departed.
Michael Zenner – CEO
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com (blog)
Hospitality Checkpoint PLLC
PI Lic. 1597616
hospitalitycheckpoint.com
liquorassessment.com
PO BOX 995 Gilbert AZ 85299
Office: 480-777-7056
Toll Free: 800-880-0811
© hospitality checkpoints Inc. 2010