BARTENDER THEFT:
Bartender Summary
- Bartender 1 – xxxxxx xxxx with slicked back ponytail and full mustache wearing black button down with tie and black pants.
- Bartender 2 – xxxxxxxxxxx with very short black hair and short trimmed beard wearing black button down with tie and black pants.
Agent took a seat at the bar and noted that bartender 1 was standing leaning against his drink well on the patio side of the bar and chatting with 3 female guests. Bartender 2 had his head down and was cleaning behind the bar and at the time was dismantling what looked like a food processor and thoroughly cleaning it.
Agent sat for over 6 minutes while bartender 1 continued chatting and flirting with the ladies at the bar.
Finally after staring at him and him making eye contact on 2 prior occasions, he finally approached and said “what would you like” with a smile. Agent asked for a drink menu and he turned and retrieved a full size menu placing it on the bar drink side up. Agent ordered and he filled the order right away, quoting a price and moving directly to the POS to process the payment.
Bartender 1 immediately returned to chatting with the ladies without even glancing at the rest of the guests at the bar top to see if they needed anything.
There was never an offer for chips and salsa or food of any sort made to agent and associate.
During the evaluation agent and associate wanted to order some food. We had looked at the single menu we had and put it in front of us and then finally pushed it forward until it was hanging over the edge of the bar.
Eight minutes later associate finally said excuse me to bartender 2 who was directly in front of us cleaning, and asked if we could please order some food. Bartender 2 did not say a word to us, but instead said something to bartender 1 in Spanish who was still talking to the female guests at the bar, and then returned to his cleaning.
It was another full minute before bartenders 1 broke away from his flirting to approach and ask what we would like to order. We put in an order for a single item, clearly planning to share and we were never offered side plates, silverware or napkins.
Bartender 1 did not request payment or a credit card to secure a tab for the food and cocktails.
The food was delivered in a timely manner by bartender 1.
Neither bartender performed a check back after food delivery.
During the remainder of the evaluation agent observed a few questionable situations as well as mediocre service and timing issues:
8:50 – bartender 1 was observed to make 6 shots for a group of women that were standing at the end of the bar. One woman pulled out her credit card and proceeded to hand it to bartender 1, who then shook his hand as if to say “no he didn’t want it.” The female with the credit card leaned over the bar and gave bartender a full on contact mouth kiss as the rest of the women in the group cheered on.
9:00 – a guest approached the service well near the patio and ordered a cocktail from bartender 1. He poured an 8 count Absolut Vodka and grapefruit juice. (4 count = 1.5 ounces) He quoted a price and moved to the POS with the cash handed to him and rang in $7.50 and returned what appeared to be correct change. Agent is certain that the guest did not order and was not charged for a double. Delivering more alcohol than what is prescribed by management is bartender theft.
9:05 – A guest flagged down bartender 2 (bartender 1 back to flirting) who called bartender 1 over to the POS. Together they rang in what appeared to be an additional 5 items to the tab and presented it to the guest. This was a clear instance of extremely delayed ringing. Agent had observed these particular guests have quite a few cocktails as well as food. When receiving and looking at the bill, the customer “high-fived” bartender 1 apparently pleased with the amount off the bill.
9:15 – agent flagged down bartender 2 who again called over bartender 1 at which time a cocktail was ordered. Bartender 1 prepared the cocktail with a 7 count pour (the cocktail was not ordered as a double) and delivered it moving immediately back to the ladies at the end of the bar not moving to the POS.
During the time agent ordered the cocktail, associates drink was about 80% empty and bartenders 1 nor 2 took any notice.
9:15 to 9:35 – agent and associate had finished the food and pushed the plate forward and it was never cleared until we were closing our check out.
9:21 – bartender 1 poured an 8 count Margarita Rocks with what appeared to be well tequila. He moved to the POS, but added the margarita to a tab, therefore agent cannot confirm if it was ordered or billed as a double.
9:22 – associates drink was 90% empty.
9:30 – associates drink was 100% empty and had been for a few minutes. Agents drink was 80% empty.
9:32 – Associate pushed a credit card to the edge of the bar to attempt to signal some sort of service as we were still being completely ignored.
9:35 Agent and associate flagged down the bartenders to ask for our bill which Bartender 1 then added the cocktail to that he had not accounted for and returned the check. The cocktail was not accounted for correctly in the POS as the brand of liquor was wrong and is a typically higher priced item than what was poured. This to ois a form of bartender theft.
Throughout the evaluation agent observed bartender 2 not serving any guests and simply cleaning, stocking and doing other side work while bartender 1 ignored guests at the bar top.
There were several occasions that guests asked bartender 2 for something and he retrieved bartender 1 for them just as he had for agent and associate. Each of these occasions, bartender 1 would serve the guest that called him over, and go right back to the ladies without checking on any of the other bar guests.
There were also several occasions that agent observed a server approach the well to pick up a drink that had been rung in prior and bartender 1 had not noticed the ticket print and therefore not prepared the order.
There were four occasions that bartender 1 would serve a guest a new cocktail, and he would leave the old glass/bottle sitting in front of the guest for some time before clearing it although it was clearly empty.
Overall, other than the fact that both bartenders were very pleasant and friendly, agent found the level of service to be really disconcerting. Agent and associate left the bar feeling exasperated and disregarded.
Michael Zenner – CEO
Hospitality Checkpoint
hospitalitycheckpoint.com
bartheft.com (blog)
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