Vol. 3, No. 1, 2007 Page 3
FROM THE PRESIDENT |
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Your Best WeaponIf you are an Apprentice Bartender or a Bartender this means that you have chosen to be in the business of Customer Service. Thousands of people come to visit our famous city to have a great time and enjoy their vacation. As we all know, Las Vegas is known as the playground for adults since our industry is mainly based on gaming and partying. Our bars are the center of attention; this is where most guests gather to meet with friends, or just go to sit and watch sports or gamble, maybe have a few drinks!!! Many of our guests unfortunately have a little more than a good time. This is where you come in. Our bartenders are sometimes put into very bad positions. Some management teams will tell our Bartenders to use their better judgment, but we are finding out that this is not what our Bartenders should do, as it usually results in discipline!!! 1. If a customer is gaming at your bar and asks for a drink and loses $200.00 in a matter of minutes (which is possible) and they are now not gaming, but ask you for another drink; do you give them one? Using my best judgment I would, but then of course I could possibly be terminated for giving away a comp drink when the guest is not gaming. What to do??? Pick up the phone and call your manager on duty! 2. Intoxicated guest at your bar and you know you shouldn’t serve guest any more. What to do??? Pick up the phone and get your manager on duty! 3. Guest spills a drink and asks you to replace it; using your better judgment you would replace the drink, now you are giving away a drink that you have already rung into register and so you don’t re-ring. The company only sees you as giving away a drink and not ringing it, so you could possibly be terminated. What to do? Pick up the phone and get your manager! 4. Guest in slot area comes to bar and complains that they can’t get service from server and would like a drink. What to do? Pick up the phone and call your manager! |
5. If you need change, remember don’t co-mingle your monies with your tips! If you have no one to relieve you so that you may replenish your bank. What to do? Pick up the phone and call your manager! 6. Cell phones seem to be an enormous problem with guests in the sports book bar areas. Don’t take matters into your hands. Pick up a phone and call your manager! I know all of this sounds very easy to do from where I am sitting; I know for a fact since I have tried to reach managers on duty by phone that it could take quite some time, but you must take care of any problem that may arise at the time. Don’t wait until after the fact, it may be too late. I know your bars can be very busy; all you can do is smile, be polite, and let your other guests know that you will be with them as soon as possible. I could go on and on about all of the many situations that arise at a bar, especially after people have been drinking and gambling (losing) or just having a bad day in general, co-workers fighting over tips, and gossiping, so I will stop for now. REMEMBER: “SMILE AND HAVE FUN,” keep in mind how you would like to be treated while enjoying your vacation!!! If you have any type of problem, or you think a problem may occur with guests or a coworker, pick up the phone and call a manager! Remember you chose to be in the customer service business. You are not at work to argue with guests, co-workers, or gossip. You are expected to go to work and have a good time, no matter what. You are on property for 8 hours with one hour being your break, so smile and enjoy your work. Even if you feel the customer or co-worker is wrong, just pick up the phone and call your manager! Note: While smiling and having fun with customers also be careful about joking and telling jokes, there may be someone sitting in your bar who may be offended by what was said, and here we go again, the old Catch 22; now you can be terminated for offending someone while having a good time!!! Be careful. |
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