There was one major event that was particularly noteworthy during the observation. At approximately 9:40, two individuals entered the bar and asked for a pitcher of beer. As the bartender prepared the pitcher, she came to realize that one of the individuals was heavily intoxicated. She immediately took note and refused service, giving both individuals cups of water and calling a cab. This was an extremely responsible course of action. Soon afterward, the intoxicated man began approaching other customers at which time the bartender had the man wait outside for the cab. Overall, the incident was handled very professionally. This was very refreshing to observe. This Agent would suggest rewarding this employee for their vigilance.
The agent should also note that the pitcher that was poured for the two men was then given to a table of customers, and not charged. It did not appear to be accounted for and therefore, the agent must score it as an integrity issue.
Agent suggests that mistake drinks be thrown away as opposed to being given away. It seems like a nice gesture from the bartender; however, it is actually counter productive. The house has already lost in liquor costs because of the wasted liquor. This is now exacerbated by the fact that now the customer has a free mistake drink sales are reduced because they aren’t purchasing a drink. Agent would suggest that mistake drinks, if they cannot be re-used, be discarded and not given away, and immediately recorded on a spill/comp sheet.
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
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