Bartender Summary:
- Bartender A: Caucasian female, 5’7”, 120 lbs with long blond hair. She wore jeans and a black shirt. Her name was Xxxxxx,
- Bartender B: Caucasian female, 5’7”, 140 lbs with shoulder length brown hair. She wore xxxxx. Her name was Xxxxxx.
As agent approached the bar, they were greeted by Xxxxxx. Xxxxxx asked how they were doing and set down a beverage napkin. She smiled and asked if agent was thirsty. Agent said that they were and she asked what sounded good. Agent looked at the beers on draft and then asked Xxxxxx a few questions about the liquor that was available. Xxxxxx was very knowledgeable and showed her expertise. Agent ordered a drink and Xxxxxx got it quickly.
Xxxxxx returned and set it down. Xxxxxx asked if agent was hungry and agent said that they were going to be eating later. Xxxxxx smiled and said that was fine. She asked if agent was going to be watching the game and agent said that they were. She said that was great and she hoped Chicago would win. She laughed and went to the POS. Agent assumed she had started a tab for them; however she did not say anything or tell agent a total. Agent later noticed that she had started a tab for them when she presented the bill at the end.
Xxxxxx left agent alone and went back to attending to other guests. The bar was fairly busy and she was moving around quickly. Xxxxxx seemed to know a lot of the guests at the bar. She talked with them and laughed about different things. She included agent in the conversation, which was nice. She later introduced herself to the agent and said, “Oh by the way, I am Xxxxxx if you need anything.” She laughed about being a little outspoken, and the guests all chuckled too. She appeared to have a good relationship with them.
Xxxxxx checked back on the agent and asked how they were doing. Agent said that they were fine and she asked about another drink. Agent said that would be great and Xxxxxx got it quickly. She set it down and went back to the POS. She again did not tell agent anything; however she did have a tab going.
Agent would be a little concerned with this just because there were two bartenders working. If Xxxxxx had waited on agent at all, she may not have known where to find agent’s tab. Agent would suggest placing a receipt in a glass in front of guest to make the tab easily accessible when there are two bartenders. Then there is no confusion. The tabs were numbered (agent saw when the bill came), so maybe they would recognize them by seat numbers. However, on busy nights this can be difficult when there are many guests moving around the bar. Taking a credit card to secure tab is also a good option. It secures the tab and makes sure the bartender is covered in case people leave without paying.
Xxxxxx was very attentive and friendly. She worked well with the other bartender and the servers. She was very dedicated to her customers. Xxxxxx seemed nice, but she did not talk to the agent. She worked a lot in the server well and also helping with a large table on the floor. There was a long table next to the bar that had about twenty guests at it. Xxxxxx was helping service this table.
Xxxxxx seemed to talk with guests when she could. The table she was waiting on seemed to really like her. She was giving hugs to guests as they left. She seemed to have a good attitude and personality. She worked well with the servers and was seen laughing in the server well.
The bartenders had no integrity issues when it came to the POS. Agent did see them go to the POS after each drink was made and served. Agent is not sure about the tab system, as agent was not even sure they had a tab. However, agent’s tab was presented at the end and it was correct. Xxxxxx had been running a tab even though agent didn’t see it.
Agent does like the idea of placing tabs in glasses in front of guests. Agent did see one group of guys with a glass in front of them. It appeared to be a tab. Agent is not sure why one group did and others did not. Agent assumes it is the bartender’s choice depending on group size, etc. Agent is not sure but thinks there should be some consistency. Agent thinks that all guests should have tabs in front of them to help keep things under control and easy for both bartenders.
A huge issue that agent saw with both bartenders was over-pouring of drinks. Agent watched Xxxxxx double-pour with the Posi-Pours. She poured more than one drink with two pours. The drinks were very strong. Agent later overheard a server say the Xxxxxx admitted to pouring a very strong drink (see Food and Beverage section for details). Agent did not drink the drink; however, the guest at the table adjacent to the agent made a sour face at the strong liquor taste from the drink. Agent watched Xxxxxx pour a vodka drink and it was double-poured and very strong. Xxxxxx was only seen doing this one time and agent is not sure if it was ordered a double or not. Either way, the bartenders need to be watched for over-pouring as this can cost the facility a lot of profit. Moreover, because they are circumventing the system in place and delivering more alcohol than what is prescribed by management, this is therefore scored a theft occurrence.
Food and Beverage Summary:
DO NOT POST THIS SECTION TO STAFF
SPOTTER ANONYMITY WILL BE COMPROMISED
Agent was sitting next to a table where a margarita was ordered. The server asked if they wanted a specific tequila and the guest said, “1800.” The server went to the bar and returned. Agent watched Xxxxxx make the margarita with two full shots of tequila in it. When the server returned with the margarita, she said to the guest, “The bartender said to be careful and enjoy, it is REALLY strong.” The bartender herself openly admitted the drink was too strong. This is an issue with over-pouring and should be addressed. Not only is the bartender over pouring, but she is doing it and she KNOWS she is doing it. This is a dram shop issue that should be addressed by management.
BARTENDER THEFT:
Michael Zenner – CEO
hospitality checkpoints Inc.
hospitalitycheckpoint.com
bartheft.com (blog)
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