Bartender Theft, Delayed Rings, Free Dinks, Horrible Service.

Bartender Summary     

• Bartender #1 – petite Xxxxx female with blonde hair with black tips. Xxxxx was the name on the check.           

• Bartender #2 – Xxxxx male, dark hair with arm tattoos.

Agent would like to preface this bartender section by stating that only four things were, for the most part, spoken to the Agent the entire time present at the bar:

What would you like?

Another?

Another?

Thanks. (credit card receipt without any eye contact)

That was the total of the verbal interaction between Agent and bartender. This was all with Xxxxx. Bartender #2 never ever spoke to me nor ever even gave me any eye contact whatsoever.

With that said, Agent took a seat at the bar and was greeted shortly after by Xxxxx who said, “What would you like.” Agent asked if there were any specials and was told no. Agent placed order and it was delivered shortly after without any cocktail card. Xxxxx placed the beer down, without eye contact, and walked away without any comment.

As aforementioned, the only other comments to the Agent were when the drink glass was empty; she would blurt out a simple, “nuther.” She was so incredibly distant and unfriendly that Agent couldn’t wait for this portion of the evaluation to be over. Assuredly, if not on duty, Agent would have tabbed out and left and never returned based on Xxxxx’s cold service.

Bartender #2 was present at the beginning of this evaluation period, as well as, at the end. It’s assumed he went on brake for the time in between. In sum, it doesn’t really matter as he never paid this customer any heed whatsoever when he was present anyhow.   

Neither bartender offered Agent a food menu. Neither bartender was observed to ever suggest food sales to any customers at the bar. This is a real shame with such good food to offer. Management is losing a great potential of revenue streams by this lazy bartenders’ practice of never offering anyone any food.

Some of the aforementioned statements may seem rather harsh; however, that was feeling given from these bartenders and representative of their lousy service standards. They both exuded a sense of some type of entitlement to be bartenders here and that “normal” service standards didn’t apply to them.

• No receipt was ever placed in front of Agent or any other bar customer.

• Tab not secured with a credit card.

• Bartender drank iced tea from an open container behind bar.

• Bartenders group and/or delay rings for drink orders (see bartender addendum).

• Bartender theft/integrity issues suspected with bartender Xxxxx (see bartender addendum).

• Bartenders lean and talk with each other, instead of guests, during down times.

• Xxxxx actually down sold a beverage to the Agent (see addendum).

• Tip removed by Xxxxx, from in front of Agent, before Agent departed – without comment either.

• Agent stood and gave ample time for bartenders to say goodbye and they failed to do so.

• Xxxxx frequently plays/twirls her fingers in her hair and doesn’t wash her hands afterwards. This is a health code issue.

• I asked for lemon water and water was brought by Xxxxx without a lemon.

• On at least 3 occasions both bartenders were absent from behind the bar leaving the bar basically vacated.

In sum, these bartenders made absolutely no connection with this patron.

(See Bartender Addendum in Food and Beverage Summary)

Bartender Addendum:

DO NOT POST THIS SECTION TO STAFF

SPOTTER ANONYMITY WILL BE COMPROMISED

Xxxxx never rings in drinks after making them; therefore, it was impossible to fully substantiate theft/integrity issues. Agent highly suspects it is happening, but as stated can’t back it up for the simple reason that Xxxxx never rings in drinks as she makes them. Her protocol seems to be when someone is ready to tab out she rings the drinks all together. In fact, Agent observed her at the POS system glancing around at guests as if she was taking a mental inventory of what drinks she had delivered.

Grouping orders and delaying drink rings is a very dangerous bartending habit. Even the fastest of bartenders is going to miss ringing drinks in this fashion. Moreover, it is the perfect scenario to mask bartender theft. The bartender can choose to just not ring in a round or more and no one is ever the wiser.

Here is a sample of her ringing procedures:

• 2:15 pm – Xxxxx poured a 5-6 count (4 count = 1 ½ oz) to man at far end of bar and did not report to register. Then immediately after poured 2 draft beers for 2 other patrons and did not register those drinks either.

• 2:30 pm – Xxxxx poured Agent an alcohol drink with a weak 3 count and also did not record the drink on the POS.

• 2:38 pm – Xxxxx delivered a draft beer and did not report to the POS.

• 2:44 pm – Xxxxx delivered a beer and a screwdriver to 2 new guests at the bar. She reported immediately to the register to record the drinks. The difference here was that the man apparently handed Xxxxx a credit card without prompting and this is why she recorded the drinks right away.

• 2:50 pm – Xxxxx delivered a cocktail to same man at end of bar with a 5-6 count of alcohol and did not record the transaction.

• 

  2:53 pm – Xxxxx poured Agent an alcohol drink with a weak 3 count and also did not record the drink on the POS.

• 2:44 pm – Xxxxx delivered a bottle of beer to the men seated at the end of the bar and did not record the it on the POS.

• 2:54 pm – Agent tabbed out and it appeared that Xxxxx rang all the drinks at once.

• There were more no ring transactions but too many to timely record.

As aforementioned, there were 2 men at the end of the bar. Both bartenders knew them well. In fact, the majority of Xxxxx’s down time was in front of them talking. Agent did not observe Xxxxx ring in any of their drinks ever during the period that Agent was present. Moreover, these men were privileged to nearly double the amount of poured alcohol in their drinks. They could have been double drinks but Agent doubts that scenario, but can’t substantiate it because she never rang in the drinks. Agent suspects they were given extra long alcohol pours to increase Xxxxx’s tip amount and/or bartending social status.

In order to have some sort of rapport with bartender Xxxxx, Agent asked her what was the Xxxx liquor dispenser. Xxxxx simply said, “It’s orange flavored, like

Jager, but it’s not any good.” Then she walked away without further comment or asking if I wanted one. A real down-sell, as well as, a failed attempt at conversation.

Agent highly suggests that management address the bartenders’ ringing procedures. It is recommended that bartenders be instructed to ring drinks into the POS immediately after they are made – no exceptions. Not ringing drinks should be considered a theft occurrence. In addition, Agent would recommend that bartenders place an updated receipt in front of each guest after each drink order is made. With that in place, if a bartender fails to replace a receipt after a drink order, than management will know that drinks are being given away.