Assuming a Tip – This is when the employee takes money from a patron (usually the change) and automatically places it in the tip container without consulting the patron. For example, a drink is ordered that costs $4.50. You hand the bartender a $5 bill. The bartender then rings up the drink into the register and places the .50 change directly into the tip jar. The bartender did not “first” give you back the fifty cents change, and you did not tell them to “keep the change”. Ultimately, this is stealing from the patron and not a good practice.
Auto Pour – A special pour spout is placed on bottles of liquor with a mechanism inside that regulates the pour quantity. It ensures the pouring of a precise amount of liquor. After dispensing a predetermined amount of liquid, the flow of the liquid stops automatically. A bartender will have to hold the bottle upright and re-tilt the bottle to be able to pour more liquid, which would be over-pouring and must be noted in your report. (See free pouring)
Average Second Pour – The number of seconds the bartender pours a liquid. The agent should count as, “one-one thousand, two-one thousand, three-one thousand”, etc. This would be a three-second pour or approximately a one-ounce pour of liquid. Over-pouring would be the bartender pouring for longer than the owner of the bar desires (as recorded in the Fact Sheet sent to you).
Callback – This is when the employee checks back with patrons to make sure that everything is fine, such as refills, removing empty plates, cleaning ashtray, etc. Patrons should not have to wait long for these actions to occur. If the patron has to flag down the employee in order to receive service, this is considered “no callback”. As an agent, it is your job not to request additional service. When a drink is finished agents should not push their glass to indicate a refill but wait and time how long it takes the bartender to approach. The agent should also be aware of how other patrons in the area are being serviced.
Cash In Tips – This is when the bartender exchanges money from their tip container and the register. Owners usually do not allow bartenders to do this, as it is very easy to steal money and the exact amount is not tracked in any way. The easiest way for a bartender who is stealing, is to serve several drinks, collect the money and go to the register and record one, and places all the money into the register. Then at a future time, they will cash out their tips and drag out the excess money placed into the register earlier.
Check-building Items – This is when the employee suggests additional items be ordered (such as an appetizer or upgrade of some sort) to add to the total check. The owners of establishments usually encourage their employees to do this to bring in extra revenue and get a better tip. Check building is a good thing.
Free Pour – Liquor bottle have a standard pourer on them, with no mechanism to control the amount poured. It allows the bartender to pour until he or she decides to stop pouring.
Head on Draft – The foam that rises to the top of a glass of draft beer is called the head. Draft beer is manufactured to have a head. Wasting draft is when the bartender pours off the foam, so that only liquid is in the glass. Another form of wasting is when the bartender starts the tap prior to placing the glass underneath or removing the glass before shutting the tap.
Jigger – A tool used to measure liquor accurately, usually shaped like X. It is a small metal cup, usually holding 1 oz. of liquid on one side and ½ oz on the other side. If using a jigger is the establishment’s policy, then the bartender will need to measure all liquor with this tool, before serving it to the patron. This allows for the precise pouring of liquor. Watch for the overflow, holding the jigger and bottle over the glass and continuing the pour after turning the jigger over into the glass.
Shot Glass – A small glass usually holding ¾ oz. to 1½ oz. of liquid. This allows for precise measuring of the amount of liquor for each drink. This method has the same use as a jigger.
Stations versus Roaming – When bartenders work assigned stations, they each handle a specific section of the bar (left or right side, for example). When working stations, bartenders are usually assigned to their own register (terminal) that no other employee can use this terminal. Roaming is when the bartender goes freely up and down the bar, serving any patron that needs service. Even if roaming occurs, bartenders may still use their own register (terminal) (if possible). If there is a single bartender on duty, this is not applicable.
Table Checks by Manager – This is when the manager or owner of the restaurant (someone other than your server) walks around the dining room. He/she may visit diners at their tables, making sure that the diners are pleased with the food, service, etc. They will usually introduce themselves and make small talk with the patrons. It is a customer service tool used to welcome the patrons and make them feel comfortable. It also ensures that the diners know the manager(s) care about the establishment thereby encouraging return visits from the diner.
Checks by Manager – This is when the manager or owner of the restaurant (someone other than your server) walks around the dining room. He/she may visit diners at their tables, making sure that the diners are pleased with the food, service, etc. They will usually introduce themselves and make small talk with the patrons. It is a customer service tool used to welcome the patrons and make them feel comfortable. It also ensures that the diners know the manager(s) care about the establishment thereby encouraging return visits from the diner.