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Manage responsible service of alcohol

D1.HBS.CL5.03

Trainee Manual

Manage responsible

service of alcohol

D1.HBS.CL5.03

Trainee Manual

Project Base

William Angliss Institute of TAFE 555 La Trobe Street Melbourne 3000 Victoria Telephone: (03) 9606 2111 Facsimile: (03) 9670 1330

Acknowledgements

Project Director: Wayne Crosbie Chief Writer: Alan Hickman Subject Writer: Alan Hickman Project Manager: Alan Maguire Editor: Jim Irwin DTP/Production: Daniel Chee, Mai Vu, Kaly Quach

The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam.

The ASEAN Secretariat is based in Jakarta, Indonesia.

General Information on ASEAN appears online at the ASEAN Website: www.asean.org.

All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development for Front Office, Food and Beverage Services and Food Production Divisions”.

This publication is supported by the Australian Government’s aid program through the ASEAN-Australia Development Cooperation Program Phase II (AADCP II).

Copyright: Association of Southeast Asian Nations (ASEAN) 2013.

All rights reserved.

Disclaimer

Every effort has been made to ensure that this publication is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. The ASEAN Secretariat and William Angliss Institute of TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. Time of publication is indicated in the date stamp at the bottom of each page.

Some images appearing in this resource have been purchased from stock photography suppliers Shutterstock and iStockphoto and other third party copyright owners and as such are non-transferable and non-exclusive. Clip arts, font images and illustrations used are from the Microsoft Office Clip Art and Media Library. Some images have been provided by and are the property of William Angliss Institute.

Additional images have been sourced from Flickr and SXC and are used under Creative Commons licence: http://creativecommons.org/licenses/by/2.0/deed.en

File name: TM_organise_functions_refined

http://www.asean.org/

http://creativecommons.org/licenses/by/2.0/deed.en

© ASEAN 2013 Trainee Manual


Table of Contents

Introduction to trainee manual ........................................................................................... 1

Unit descriptor................................................................................................................... 3

Assessment matrix ........................................................................................................... 5

Glossary ........................................................................................................................... 7

Element 1: Maintain a responsible drinking environment within a licensed environment ... 9

Element 2: Dispense alcoholic beverages ....................................................................... 25

Element 3: Ensure customers drink within appropriate limits ........................................... 39

Presentation of written work ............................................................................................ 49

Recommended reading ................................................................................................... 51

Trainee evaluation sheet ................................................................................................. 53

Trainee self-assessment checklist .................................................................................. 55

Introduction to trainee manual


Manage responsible service of alcohol 1


To the Trainee

Congratulations on joining this course. This Trainee Manual is one part of a ‘toolbox’ which is a resource provided to trainees, trainers and assessors to help you become competent in various areas of your work.

The ‘toolbox’ consists of three elements:

A Trainee Manual for you to read and study at home or in class

A Trainer Guide with Power Point slides to help your Trainer explain the content of the training material and provide class activities to help with practice

An Assessment Manual which provides your Assessor with oral and written questions and other assessment tasks to establish whether or not you have achieved competency.

The first thing you may notice is that this training program and the information you find in the Trainee Manual seems different to the textbooks you have used previously. This is because the method of instruction and examination is different. The method used is called Competency based training (CBT) and Competency based assessment (CBA). CBT and CBA is the training and assessment system chosen by ASEAN (Association of South-East Asian Nations) to train people to work in the tourism and hospitality industry throughout all the ASEAN member states.

What is the CBT and CBA system and why has it been adopted by ASEAN?

CBT is a way of training that concentrates on what a worker can do or is required to do at work. The aim is of the training is to enable trainees to perform tasks and duties at a standard expected by employers. CBT seeks to develop the skills, knowledge and attitudes (or recognise the ones the trainee already possesses) to achieve the required competency standard. ASEAN has adopted the CBT/CBA training system as it is able to produce the type of worker that industry is looking for and this therefore increases trainees’ chances of obtaining employment.

CBA involves collecting evidence and making a judgement of the extent to which a worker can perform his/her duties at the required competency standard. Where a trainee can already demonstrate a degree of competency, either due to prior training or work experience, a process of ‘Recognition of Prior Learning’ (RPL) is available to trainees to recognise this. Please speak to your trainer about RPL if you think this applies to you.

What is a competency standard?

Competency standards are descriptions of the skills and knowledge required to perform a task or activity at the level of a required standard.

242 competency standards for the tourism and hospitality industries throughout the ASEAN region have been developed to cover all the knowledge, skills and attitudes required to work in the following occupational areas:

Housekeeping

Food Production

Food and Beverage Service


2


Front Office

Travel Agencies

Tour Operations.

All of these competency standards are available for you to look at. In fact you will find a summary of each one at the beginning of each Trainee Manual under the heading ‘Unit Descriptor’. The unit descriptor describes the content of the unit you will be studying in the Trainee Manual and provides a table of contents which are divided up into ‘Elements’ and ‘Performance Criteria”. An element is a description of one aspect of what has to be achieved in the workplace. The ‘Performance Criteria’ below each element details the level of performance that needs to be demonstrated to be declared competent.

There are other components of the competency standard:

Unit Title: statement about what is to be done in the workplace

Unit Number: unique number identifying the particular competency

Nominal hours: number of classroom or practical hours usually needed to complete the competency. We call them ‘nominal’ hours because they can vary e.g. sometimes it will take an individual less time to complete a unit of competency because he/she has prior knowledge or work experience in that area.

The final heading you will see before you start reading the Trainee Manual is the ‘Assessment Matrix’. Competency based assessment requires trainees to be assessed in at least 2 – 3 different ways, one of which must be practical. This section outlines three ways assessment can be carried out and includes work projects, written questions and oral questions. The matrix is designed to show you which performance criteria will be assessed and how they will be assessed. Your trainer and/or assessor may also use other assessment methods including ‘Observation Checklist’ and ‘Third Party Statement’. An observation checklist is a way of recording how you perform at work and a third party statement is a statement by a supervisor or employer about the degree of competence they believe you have achieved. This can be based on observing your workplace performance, inspecting your work or gaining feedback from fellow workers.

Your trainer and/or assessor may use other methods to assess you such as:

Journals

Oral presentations

Role plays

Log books

Group projects

Practical demonstrations.

Remember your trainer is there to help you succeed and become competent. Please feel free to ask him or her for more explanation of what you have just read and of what is expected from you and best wishes for your future studies and future career in tourism and hospitality.

Unit descriptor



Unit descriptor


This unit deals with the skills and knowledge required to Manage responsible service of alcohol in a range of settings within the hotel and travel industries workplace context.

Unit Code:

D1.HBS.CL5.03

Nominal Hours:

15 hours

Element 1: Maintain a responsible drinking environment within a

licensed environment

Performance Criteria

1.1 Identify customers who should be refused service

1.2 Apply enterprise and licensing authority eligibility standards and/or requirements to be served alcohol

1.3 Explain restrictions for service courteously and diplomatically

1.4 Request proof of age prior to service where appropriate

Element 2: Dispense alcoholic beverages


2.1 Prepare and serve standard drinks

2.2 Decline request for drinks that exceed standard limits politely and advise reason/s for refusal

2.3 Provide accurate advice to customers on alcoholic beverages if required

2.4 Refuse service to intoxicated customers in a suitable and consistent manner

Element 3: Ensure customers drink within appropriate limits


3.1 Assess intoxication levels of customers

3.2 Offer assistance to intoxicated customers politely

3.3 Refer difficult situations to an appropriate person within the establishment

3.4 Seek assistance from appropriate people for situations which pose a threat to safety or security of colleagues, customers or property

Unit descriptor

4


Assessment matrix



Assessment matrix

Showing mapping of Performance Criteria against Work Projects, Written

Questions and Oral Questions

The Assessment Matrix indicates three of the most common assessment activities your Assessor may use to assess your understanding of the content of this manual and your performance - Work Projects, Written Questions and Oral Questions. It also indicates where you can find the subject content related to these assessment activities in the Trainee Manual (i.e. under which element or performance criteria). As explained in the Introduction, however, the assessors are free to choose which assessment activities are most suitable to best capture evidence of competency as they deem appropriate for individual students.

Work

Projects

Written

Questions

Oral

Questions

Element 1: Maintain a responsible drinking environment within a licensed environment


1.1 1, 2, 3, 4 1


1.1, 1.2 5, 6, 7 2


1.1, 1.2 8, 9, 10 3


1.1, 1.2 11, 12, 13 4


2.1 Prepare and serve standard drinks 2.1

14, 15, 16, 17, 18, 19

5


2.1 20, 21, 22 6


2.1 23, 24, 25 7


2.1 26, 27 8

Assessment matrix

6


Work

Projects

Written

Questions

Oral

Questions


3.1 Assess intoxication levels of customers 3.1 28, 29, 30 9


3.1 31, 32 10


3.1 33, 34 11


3.1 35, 36 12

Glossary



Glossary

Term Explanation

Alcohol

Liquor containing the intoxicating ingredient called ‘ethyl alcohol’ – alcohol includes beer, spirits, wines, fortified wines, liqueurs

DOB Date of birth

Double shot 2 ozs of spirits, or 60 mls

Drink spiking

Adding a drug/substance to someone’s drink with the intention of adversely impacting them/causing them to lose concentration or consciousness

Drunk Extremely intoxicated

Exclusion order An order issued by liquor authorities or police banning the person from entered nominated licensed premises

Goldschläger Swiss cinnamon schnapps

Grace period

Time allowed by licensing authority after the time the liquor licences ceases to have effect: it enables customers to remain on the premises and consume liquor they have already bought but no liquor can be sold or disposed of during this period. Grace period is often 15 – 30 minutes

Half-nip of spirits ½ oz, or 15 mls

Happy Hour A period of time on nominated days when alcoholic drinks are made available at cheaper prices

House recipe

A drink recipe prepared by the venue identifying the type and volume of ingredients for a drink together with information on how to make and serve the beverage

ID Identification

Intoxicated Affected by alcohol but not to a severe state

Licensee The holder of a liquor licence who has ultimate responsibility for the operation of the premises

Liquor Any drink containing alcohol

Glossary

8


Term Explanation

Liquor licence

A document issued by liquor authorities authorising a venue to sell liquor subject to all legislated requirements and the terms and conditions stated on the individual licence

Mocktail A drink made to look like a cocktail but containing no alcohol

Photo-ID document An identification document containing a photograph of the holder

Proof of age documentation Evidence showing proof that the holder is of legal drinking age

RSA Responsible service of alcohol

RTD Industry term meaning ‘Ready To Drink’: refers to pre-mixed commercial cans or bottles of alcoholic beverages containing (for example) wine and fruit juice, or spirits and aerated waters

SOPs Standard Operating Procedures

Shot A nip of spirits: 1 oz or 30 mls

Skulling Drinking a glass of alcohol beverage in one go without a break or without taking it from the lips

Standard drink

An alcoholic drink containing a standard quantity of pure alcohol as identified or recognised by the individual country: such as 10 grams of pure alcohol per drink

Statute Laws or legislation – as imposed by Acts, Regulations and any subsidiary requirements (such as Codes, By-laws)

Third-party sales

Sales of alcohol made to a legitimate party who can be expected to pass the liquor on to a third party who is not legally entitled to the liquor: such as a 25-year old buying alcohol for an under-age person




Element 1: Maintain a responsible

drinking environment within a

licensed environment

1.1 Identify customers who should be refused

service

Introduction

One of the first steps in maintaining a responsible drinking environment in licensed premises is to identify people who should be refused service.

This service describes the businesses which fall within the definition of a licensed environment and identifies those who should be refused service.

Licensed premises – defined

Liquor licence

A licensed premise is any venue or area required by law to hold a liquor licence for the purposes of serving alcohol.

A liquor licence authorises the venue to sell liquor subject to the relevant legislation and subject to the terms and conditions imposed on the venue by the licence/the licensing authorities.

Licence terms and conditions

These terms and conditions may relate to:

Trading hours

Types of liquor which can be sold

The areas from which alcohol can be disposed of

Customers who may be legally sold alcohol.

On-premise or off-premise consumption

The liquor licence may provide for sale of alcohol for consumption:

On the premises – meaning it is bought in the premises and consumed there

Off the premises – meaning it is bought for consumption elsewhere such as at home

On-premise and off-premise – meaning the venue is allowed to sell liquor both for consumption on the premises and for people to buy liquor and take it away for consumption elsewhere.


10


Types of businesses which may serve or sell alcohol

These businesses may include:

Hotels

Restaurants

Bars

Night clubs

Gaming venues

Bottle shops.

What is ‘refusal of service’?

You need to be aware of what level of service refusal is required for patrons.

Refusal of service can mean, depending on the situation and the individual customer:

Refusal of service of alcohol – but the customer may be allowed to be served with non-alcoholic drinks and to remain on the premises

Refusal of all service – meaning the customer will not be served anything more (that is they will not be served with liquor, non-alcoholic drinks [or food]) but may be allowed to remain on the premises

Refusal of all service (food and drink) and requested to leave the premises.

Customers who should be refused service

The people who should be refused service can include:

Anyone identified by management – this is usually because they have:

Seen them do something inappropriate

Heard them say something which is unacceptable such as bad language or swearing, harassing staff or intimidating other customers

Determined they have had enough alcohol to drink

Been banned from the premises on the basis of their previous action – which may include fighting, swearing, refusing to leave when asked, refusing to pay for drinks

Anyone who contravenes house policies, such as those who are:

Inappropriately dressed

Misbehaving

Swearing or using bad language

Refusing to obey directions given by staff




Anyone whose presence on the premises renders the business liable to an offence under the liquor licensing legislation – this may be someone who is:

Under legal drinking age

Intoxicated

Drunk

Violent

Gambling in a way prohibited by law for the venue

Disorderly – (annoying others; making too much noise; not behaving in an acceptable way)

Trying to obtain liquor for someone who has been refused service

The subject of an exclusion order

Quarrelsome or argumentative

Trying to obtain liquor outside licensed hours

Unable to be served with alcohol given the type of licence in operation

Identified by legislation as not being allowed on licensed premises – this will vary between countries and may include:

– Known prostitutes

– Police in uniform.

How to identify customers who should be refused service

In order to identify those who should be refused service you should:

Check people who enter the premises at the door – to ensure people who are already drunk do not enter the premises

Watch the behaviour of patrons – to identify unacceptable behaviour (that is, anti-social behaviour, harassment or intimidation) and other indicators of drunkenness

Listen to customers – to identify swearing, slurred speech or drink-related loudness

Monitor the number and types of drinks people are consuming – and the time they are taking to drink them:

The quicker people drink, the more intoxicated they will become

Drinks with high levels of alcohol will have more of an impact on customers.


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1.2 Apply enterprise and licensing authority

eligibility standards and/or requirements to be

served alcohol

Introduction

All alcohol must be served in accordance with enterprise and licensing authority eligibility standards and or requirements.

This section highlights the need for and importance of responsible service of alcohol (RSA), identifies how you can determine what these standards and/or requirements are, and provides advice on practices to ensure only eligible people are served with alcohol.

Why is responsible service of alcohol important?

Serving alcohol responsibly is important because:

It demonstrates the venue’s responsible attitude to doing business by proving it will not provide alcohol to those who are not legally entitled to it

It helps prevents you being charged and or fined by the authorities for breaking the law when you serve alcohol irresponsibly or illegally

It protects the venue against legal action from the authorities – fines and other penalties

It guards against being sued by customers who are injured (or face loss) as a result of you having served them too much liquor. All venues have a legal ‘duty of care’ towards their patrons and breach of this duty can result in a common law action for ‘negligence’ meaning a successful law suit awards damages (money) to the person bringing the action

Drunk patrons may start fights, intimidate staff and other customers, and cause damage to the premises – eliminating these provides the venue with a better reputation making it more attractive to other patrons

A reduction in drunk patrons means a reduction in enforcement by the authorities and a reduction in police presence

It helps protect customers from injury – especially drink-driving injuries

Less alcohol abuse results in less assaults, a reduction in domestic violence and fewer health-related illnesses for drinkers

Staff at the venue will have a better working environment if drunken patrons are avoided.




Drink spiking

Always be alert to the possibility of drink spiking in venues where alcohol is consumed on the premises.

If you believe a customer’s drink has been spiked and they have been affected by it:

Follow house rules in relation to what should be done – this may include:

Calling for medical assistance

Not allowing an unknown person to take the victim home or away from the premises – this unknown person could well be the one who spiked the drink

Monitoring patron activities with a view to identifying instances of drink spiking.

Online videos

View the following videos:

http://www.youtube.com/watch?v=mts5jysLSxw&feature=related

http://www.youtube.com/watch?v=SkV9rZ1Vydo

Learning what is required

Legal requirements and ‘House rules’

To serve alcohol legally and responsibly you must learn about:

Legal requirements – that is, the requirements imposed on you by law

Enterprise standards and/or requirements – that is, the requirements imposed by the venue where you work. These are the so-called ‘House rules’.

These exist in addition to the legal requirements imposed by law.

A business can always impose additional standards and requirements to those required by legislation but it can never add requirements which dilute or reduce the obligations imposed by statute.

Learning the legal requirements

You can learn what is required in terms of the legally imposed service standards and requirements by:

Reading the liquor licence for your workplace – note some venues may have more than one liquor licence

Visiting the website of the liquor licensing authority for your country – and reading the information they have online

Requesting copies of relevant materials as applicable to the licence types in the workplace – and reading them

Contacting an officer or inspector at the liquor licensing authority and asking them questions – or arranging to meet and talk with them

Reading relevant legislation – much of this is available online

http://www.youtube.com/watch?v=mts5jysLSxw&feature=related

http://www.youtube.com/watch?v=SkV9rZ1Vydo


14


Attending in-house training on ‘liquor licensing’ – as this will cover all the legal requirements you need to be familiar with and are required to observe and implement.

Learning the House rules

To learn the liquor-related House rules for your workplace you should:

Read the internal SOPs for liquor service – many venues have a series of SOPs which may address topics such as:

Refusal of service

Checking age

Offering alternatives

Slowing service

Obtaining transport for a customer

Discretionary powers when handling intoxicated persons and drunks

Those with authority to notify or call police and involve them in a refusal of service situation, or in the removal of a drunken person from the premises – most venues limit the persons with authority to summon external assistance to aid with dealing with a situation involving intoxicated persons and drunks.

Most venues give staff authority to call internal security staff to assist with these situations.

Attend all required in-house RSA training – which will cover house rules, policies and procedures as well as legally imposed requirements

Talk to more experienced colleagues

Talk to management, the owner or your supervisor

Watch and listen – to see how others implement and apply House rules.

Practices to ensure only eligible people are served with alcohol

You can help ensure only those who are legally entitled to be served with liquor are, in fact served with alcohol and served responsibly, by:

Asking for and checking identification and proof-of-age of anyone who looks under-age when they request alcohol – many venues make it standard practice to check the ID of anyone who looks up to five years above the legal drinking age. See Section 1.4 for more information on this topic

Only using approved proof-of-age documents as valid evidence-of-age documents – these approved documents may be driver’s licence, passport or identity card: see next section

Checking people as they enter a venue – at the door: to prevent under-age persons coming onto the premises, and to stop drunken people gaining entry. Note in some countries it is an offence to have an under-age person on the premises – they do not have to have been served with liquor for an offence to have been committed: just being ‘on the premise’ can be an offence in its own right. Check to see what applies in your country and workplace




Refusing entry and service to anyone who has been banned from the venue – this may be as a result of an external exclusion order, or as a result of action by the venue forbidding the person to enter the premises. A register of these people (hard copy or electronic equivalent) may be used for this purpose/to record those who have been banned

Monitoring the alcoholic intake of individuals – trying to keep track of the number of drinks people have consumed and the amount of time they have taken to consume them. The higher the number of drinks, the greater the chance they are affected by alcohol

Making sure those who have been refused service are not given liquor by their friends

Ensuring those who have been asked to leave do not return – often by a different entrance in an attempt to avoid detection

Identifying those who have been restricted to non-alcoholic drinks or low-alcohol drinks are pointed out to staff – so all service staff know who has been advised to slow down their drinking in order to be allowed to remain on the premises

Monitoring the behaviour, language and demeanour of patrons – and advising them when it needs to be modified

Adhering to internal liquor serving protocols to help limit alcohol intake – these may include:

Ensuring half-nips of spirits are available

No service of double shots

No service of jugs of pre-mixed alcoholic drinks

No service of alcohol to persons who do not know they are being supplied with alcohol

Not re-filling partially filled glasses – this requires glasses to be emptied by the patron before an offer of another drink is made

Making non-alcoholic alternatives available – such as:

– Soft drink

– Water or mineral water

– Fruit juice

– Mocktails

Limiting the number of alcoholic drinks a person can purchase at any one time

Restricting the amount of time ‘Happy Hours’ are conducted for

Not having ‘limited time’ specials – that is, not running specials such as ‘25% off for the next 5 minutes’

Not running ‘All you can drink for X amount of money’ advertising or promotional campaigns

Not offering ‘drink cards’ which offer unlimited liquor – drink cards should only entitle holders to one or two drinks

No service of drinks in a manner designed for the drinks to be consumed rapidly – this may mean a ban on the sale of types of laybacks, shooters, test tubes, slammers and shots


16


Refraining from conducting sessions which are named in a way to give patrons the impression irresponsible consumption of alcohol is expected, or will be ignored by staff. For example, naming a session ‘Drink till you puke’ is unacceptable and against RSA principles

Not conducting or allowing ‘drinking games’ – such as skulling or competitions where drinks can be gained free-of-charge as a result of a game of chance (for example, ‘Toss the boss’)

Being alert to the potential for third party sales – and refusing to sell liquor where third party sales are suspected.

1.3 Explain restrictions for service courteously

and diplomatically

Introduction

There can be instances where customers do not understand reasons they are being refused service, or do not know of the legal obligations you (and the licensed premises) are required to comply with.

This section highlights the need for proper explanation of reasons and identifies some of the restrictions which may need to be explained.

The need for customer focus

The service of alcohol occurs in a hospitality environment meaning there is a need for high levels of service which emphasises customer focus.

Customer focus refers to the need to concentrate all service efforts on the customer as opposed to doing what is best for you (as an employee) or the venue (as the service provider).

Applying customer-focus is important in order to:

Meet the needs and expectations of the customer

Encourage repeat business – from current customers

Encourage referral business – where existing customers refer us to their friends (‘word-of-mouth advertising’).

Courtesy

Being courteous to patrons is a fundamental and non-negotiable requirement when talking to customers.

Keys to being courteous in these situations include:

Apologising for the need to talk to them and explain reasons to them

Using the customer’s name where it is known – if you do not know their name you can always ask them

Using polite and respectful language – you must:

Never use bad language or swear words

Take care never to give offence by what you say or via your body language




Avoid being over-familiar

Say “Please” and “Thank you” whenever it is appropriate to do so – this helps avoid ‘telling’ the customer, helping to convert the situation into one where you are providing advice or information rather than ‘ordering’ them what to do

Being assertive as opposed to being aggressive – which involves plenty of eye contact, standing erect, use of open gestures and a firm voice, plenty of confidence and self-assuredness.

Diplomacy

When explaining reasons why there are restrictions on liquor service to patrons you should always strive to do so in a diplomatic manner.

Being diplomatic means being alert to the need to talk to the person in a sensitive way so the conversation demonstrated respect for them does not cause them embarrassment or ‘loss of face’.

It relates to not what you say, but how you say it.

Techniques to demonstrate diplomacy in these situations include:

Using a suitable tone and volume – never ‘lecture’ the customer, and never raise your voice or shout at them

Trying to talk to them on their own – and not in front of other customers, their peers or friends: people who are spoken to ‘on their own’ are more likely to:

Pay attention to what you have to say

Argue less with what you are saying – when people are ‘confronted’ in front of friends they are much more likely to argue with you and take issue with what you have to say

Want to prove they are right and you are wrong.

Advising the customer many other people make the same mistake you are discussing with them – they are not on their own, and this sort of thing happens all the time. There is nothing for them to be worried or embarrassed about

Thanking them for their time and understanding

Offering another (non-alcoholic) product (where appropriate and legal) so they can remain on the premises and continue to enjoy themselves and still spend money.

Note - this is not always possible but should be offered where it is a viable option.

Give the customer ‘options’ and not ‘ultimatums’ – try to put them in a position where they believe they are taking control and making the decisions rather than having your decisions imposed on them: see next sub section ‘Practical examples’.


18


Restrictions which may need to be explained

It is possible (depending on the individual nature of the liquor laws for your country and or licence type) you may have to explain the following to patrons:

Customers behaving in an intoxicated manner cannot be served – behaving in an ‘intoxicated manner’ can involve:

Engaging in aggressive or intimidating behaviour

Failing to meet accepted standards of behaviour

Annoying other customers or staff – by their words or actions

Talking incoherently, slurring their words or speaking in a way that is hard to understand

Making inappropriate sexual overtures or demonstrating unacceptable sexual behaviour to others

Not being able to pay attention to what is being said to them, or not being able to understand what is being said to them

Talking in a rambling, unintelligible manner

Falling asleep

Uncoordinated actions such as:

– Bumping into other patrons

– Bumping into walls or items of furniture

– Swaying when standing still

– Staggering when walking – to the bar; to the toilet; back to their table

– Knocking over or spilling drinks

– Having difficulty tendering money to pay for drinks and having difficulty handling change

Anyone who behaves in a violent or disorderly manner can be asked to leave the premises (even though they are not intoxicated or drunk) – behaving in a violent or disorderly manner relates to:

Being argumentative

Refusing to comply with reasonable requests

Shouting, talking loudly or engaging in anti-social behaviour

Being ill tempered or aggressive

Pushing others

Fighting

Threatening to fight

Under-age persons – this may involve (depending on legislation and licence type):

A total ban on anyone under a certain age being on the premises

A total ban on people under a certain age being served with alcohol on the premises, but being allowed to remain on the premises (where, for example, they may be entitled to consume non-alcoholic drinks and eat food)




Persons under an exclusion order – in general practice anyone named by an Authority as being banned from the licensed premises must not be (depending on the wording of the order):

Allowed on the premises – this means they cannot come in to drink non-alcoholic drinks, or to eat

Served with liquor – either for consumption on the premises, or for take away

Persons requesting service outside licensing hours – this means:

Customers cannot be served with or sold alcohol at any time before licensing hours start – that is, if the premises is licensed to trade starting at 9:00AM it is an offence (often for the server, the customer and then venue) to serve or provide alcohol before this time

Customers cannot be served with or sold alcohol after the official closing time for the premises has been reached – that is, if the premise is licensed to trade until 1:00AM it is an offence to provide or sell liquor after this time.

Note:

The venue may have a ‘grace’ period which operates after the official close of trade

Many venues which provide accommodation have a 24-hour licence whereby in-house guests can be served at any time in their rooms or other nominated areas.

Refusal of service based on venue-specific or industry-accepted responsible service of alcohol guidelines – these include:

Ban on service of doubles

Ban on service of cocktails with more than two shots in them

Ban on service of pre-mixed jugs of drinks

Ban on service of drinks which are intended to be consumed in quickly – laybacks, shooters, slammers, test tubes

Ban on drinking games

Refusal to add alcohol to the drink of someone who is known not to be drinking alcohol

Ban on topping up wine glasses from the bottle for guests sitting at the table – if glasses are ‘topped up’ it is difficult for patrons to monitor their consumption levels.


20


1.4 Request proof of age prior to service where

appropriate

Introduction

If you suspect a person wanting to buy alcohol is not of legal drinking age, you must determine whether or not the person is actually legally entitled to purchase liquor.

To do this you should sight authorised ‘proof of age documentation’.

This section identifies examples of authorised documents and presents advice on requesting and checking them.

Authorised proof of age documentation

Proof of age documents are also known as ‘evidence of age’ documents.

They are documents/cards issued by Authorities which prove the identity and age of the holder.

Some liquor licensing legislation may nominate the documents/items which can be/must be used as proof of age documents.

Examples usually focus on photo-ID documents include:

Passport – from any country

Driver’s licence – or motor bike licence

Birth certificate – the original, not a copy

A variety of photo-ID cards – such as library cards, government issued ID cards, club membership cards, workplace identity cards

National identity card

Any other document approved by your liquor licensing Authority.

Requesting proof of age

When to ask

You must request proof of age from anyone who wants to be served with, alcohol, or consume alcohol on the premises, if you do not know them and their age, and you believe they may be under the legal drinking age.

This must be a non-negotiable SOP for all security staff, bar staff and beverage service staff if they believe a person to be under-age.

An industry standard is to ask all unknown customers for proof of age if you believe them to be within several years of the legal drinking age. This means:

If the legal drinking age is 18, ask for proof of age from everyone who appears to be under 25

If the legal drinking age is 21, ask for proof of age from everyone who appears to be under 30.




How to ask

It is important to understand there is a right way and a wrong way to ask patrons for proof of age. Always remember you are in the Hospitality industry – be polite and hospitable.

In practice most drinkers understand they may be challenged about their age when requesting alcohol and are prepared to be asked for evidence of their age.

Nonetheless, when asking people to provide proof of their legal drinking age you should:

Remember the ‘service ethos’ which is fundamental to the industry – this means you must ask for proof of age as opposed to demanding it

Be polite when talking to patrons in this regard – people at this stage have not necessarily committed an offence and are entitled to be treated with respect. Being polite means using appropriate interpersonal and communication skills:

Saying “Please” when asking for the proof of age, and saying “Thank you” when it is provided, and when the ID has been checked

Explaining why you are making the request – identifying you and the venue are trying to obey the law in relation to preventing under-age drinking: for example “We get a lot of underage people trying to get in here”

Making an appropriate comment to help soften the request – for example:

– As a general statement – “I’m sorry to have to ask but it is the law: could you please show me some ID?”, or “Would you mind if I asked you for some ID please?”

– To a male – “You certainly look old enough to drink but I just have to check”

– To a female – “You look lovely but I still need to check you are legally allowed in/to drink”.

Avoid threatening or intimidating verbal and body language.

Checking age of the person

When a person has presented proof of age documentation it needs to be checked to ensure it actually belongs to the holder and to determine whether or not the person is legally able to enter the premises and/or be served with alcohol on the basis of their age.

Checks should include:

Verifying the document tendered is, in fact, an acceptable and authorised proof of age document – if the document is not an authorised document then it should be rejected and an acceptable document requested. If the person is unable to provide an authorised documents then they should be refused admittance or service

Checking the card or document to ensure it has not been altered or tampered with – this may mean checking to make sure:

The laminating on a card has not been lifted and re-sealed

Letters and figures on the document have not been altered – through the use of a pen or by using a proprietary technique such as ‘Letraset' or liquid paper

Being alert to the possibility of a person using someone else’s evidence of age documentation – a useful technique is ‘check and chat’ (to ask the person their date of birth and talk with them at the same time):


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Compare it to the proof of age documentation

Identify if they pause before answering – which is an indicator they are lying

Asking the person their birth sign or star sign – again, a pause prior to answering may indicate a lie

Inspecting the card and calculating their actual date of birth – look at the DOB on the card or documentation and work out if this means they are of legal drinking age or not. The fact they have presented a document is not, in itself, conclusive proof they are legally entitled to drink

Looking at the card or document and comparing photo-ID to the person tendering it – does the photo match the person? Is it the same person? Check facial characteristics and convince yourself the photo and the person in front of you are the same person

Using the time when checking the evidence of age document (as part of the ‘check and chat’ process) to determine whether or not the person is drunk and hence should refused admission and service on this basis.

The right to ask for proof of age

While security staff may request proof of age documentation from everyone who seeks entry to a venue, bar staff and drink waiters also have the right to request suitable proof of age from anyone they think is under legal drinking age.

This means even though Security staff have already asked a patron for evidence, you (as a bar attendant or beverage waiter) also have the right to request acceptable proof of age if uncertain about the person’s age.

Dealing with false proof of age documents

If you detect a customer presenting false evidence of age documentation you must:

Follow the legal directives which apply in this regard – if, indeed, there are any legal requirements

Or

Follow house policy.

Options regarding dealing with false proof of age documents may include:

Take the false document from the person and forward it to the Authorities

Take the false document from the person and destroy it

Note the details of the holder, return the card to the person and notify the Authorities.

Note: there may be a requirement certain documents (such as driver’s licence) cannot be seized when suspected of being – or known to be – false.

Capturing data

Some (not all) premises require all people entering a venue to have their details scanned into an electronic recording system.

In practice this means swiping their ID card through a machine which automatically records their details and presence on the premises.

This can be useful to a venue in the event of a disturbance or fight, and as proof the person presented valid evidence of age to be allowed access to the venue, and to be served with alcohol.




Work Projects

It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date.

1.1 Research the liquor licensing legislation applicable in your country and provide a written submission identifying:

Who is legally allowed to be served in/on licensed premises on an individual licence type (that is, for every licence type available in your country) basis addressing on the premises and take away (off premise) sale/consumption

Persons who must be refused service of alcohol explaining why each requirement applies

Documentation or items which are accepted by the Authorities as acceptable evidence of age documents

What must be done when venue staff detect a patron presenting a falsified evidence of age documents.

1.2. Provide real-life, simulated or video evidence of you:

Asking a customer for evidence of age

Inspecting evidence of age documentation

Determining authenticity of proof of age documentation

Determining eligibility of person to enter licensed premises or to be served with alcohol.


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Summary

Maintain a responsible drinking environment within a licensed environment

When maintaining a responsible drinking environment within a licensed environment:

Make sure you understand relevant liquor licensing legislation

Know the terms and conditions of the licence for the venue where you work

Know who should be refused service of liquor and the circumstances under which this refusal applies

Monitor the behaviour and drinking of patrons on an on-going basis

Give people warnings about their drinking/behaviour (where appropriate) so they have an opportunity to modify their alcohol intake or behaviour or language

Ensure all legal liquor service obligations and house policies are complied with when serving alcohol

Apply standard RSA principles and practices in terms of liquor service

Explain legal requirements and house policies to patrons in a courteous and professional manner

Request proof of age from anyone you suspect may be under the legal drinking age.




Element 2: Dispense alcoholic

beverages


Introduction

To assist with dispensing alcohol in a responsible manner, it is standard industry practice to prepare and serve beverages in ‘standard’ form.

This section defines a ‘standard drink’, gives advice on guidelines for the responsible consumption of alcohol and presents strategies to ensure standard drinks are prepared and served to patrons.

Standard drink defined

A ‘standard drink’ is a drink containing a standard amount of alcohol.

The amount of alcohol is measured in ‘grams of pure alcohol’ in the drink.

The amount of alcohol contained in a ‘standard drink’ can vary between countries with definitions ranging mainly from 7 grams to 14 grams of pure alcohol.

As a point of reference these notes will define a standard drink as one containing 10 grams of pure alcohol (which is a commonly used definition across the world).

Examples of drinks which are a ‘standard drink’

Using 10 grams of pure alcohol as the basis for defining a standard drink, the following can be regarded for the purposes of monitoring the intake of patrons in a bar situation as a standard drink:

One 285 ml glass of beer – at 5% alc/vol

One 60 ml serve of fortified wine (such as port, sherry, muscat) – at 18% alc/vol

One 30 ml serve of spirits – at 40% alc/vol

A 100 ml glass of wine (red, white or sparkling) – at 12% alc/vol.

Standard drinks as listed on bottles

Many packaged alcoholic products have the number of standard drinks they contain listed on the label of the bottle or on the can.

This includes RTD products, spirits, wines, and liqueurs.

Knowing the number of standard drinks in each container helps customers control their intake of alcohol and also provides service staff with a guideline for monitoring the alcohol consumption of patrons.


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Points to note about alcohol consumption

It is worthwhile noting the following when monitoring the alcohol intake of patrons with a view to determining if they are intoxicated or are likely to become drunk:

There is a relationship between the time taken to consume of alcohol and the effect it has on the body – the faster a person drinks the quicker they will be affected. If they drink quicker than their body can process and get rid of the alcohol, then it builds up in their system and they will become intoxicated.

If they continue to do this they will become drunk.

The human body gets rid of alcohol (through urine, breathe, sweating and the liver) at the approximate rate of 1 standard drink per hour. This varies depending on:

Gender – if a man and a woman drink the same amount of alcohol in the same time, the woman will usually have a higher alcohol reading

Size of the person – a bigger person will be less affected by the same amount of alcohol than a smaller person

Their individual health – with reference to:

– Their ratio of muscle to fat (muscle will absorb alcohol, but fat will not so fat people can be affected more by alcohol)

– Whether they are ill – sick people are impacted more

– Whether they are depressed – stressed people are affected more than those who are not stressed

Age – older people tend to produce higher alcohol readings after drinking the same amount of alcohol as they get older

Drinking on an empty stomach means the alcohol will enter the bloodstream (and produce the effects of intoxication) quicker than if the person had eaten food

Some medications will interact with alcohol and increase the effect of the alcohol consumed

People can remain affected by alcohol – and have alcohol in their system – many hours after they stop drinking: the more alcohol in their system when they stop drinking, the longer it will take the body to remove all the alcohol (at the rate of 1 standard drink per hour)

After alcohol has been consumed it is absorbed through the stomach walls into the bloodstream and is then pumped by the heart to the brain where is affects the individual’s behaviour, speech and attitude

Once alcohol has entered the bloodstream, the only way to get rid of it is to allow the body time to process it – nothing else (such as vomiting or drinking black coffee) will lower the level of alcohol.




Responsible consumption guidelines

In the same way different countries have different definitions for a standard drink, so too may they have different guidelines for responsible levels of personal consumption.

The following is indicative but may vary between countries:

Males should limit themselves to four standard drinks per day

Females should limit themselves to two standard drinks per day

There is no acceptable level of alcohol consumption for pregnant women – they should abstain

Drinks cannot be stockpiled – for example, it is not acceptable (from a health perspective) for people to refrain from drinking all week and then consume their week’s quota on one day

Everyone should aim for two alcohol-free days per week.

Strategies to ensure standard drinks are prepared and served

You – and the venue – should implement and apply the following strategies to ensure only standard drinks are prepared and served:

Prepare mixed drinks strictly according to House Recipes – which limit the amount of alcohol in a drink to a given quantity of alcohol (such as a maximum of 2 standard drinks per drink).

This allows cocktails to be made but restricts the amount of liquor in each drink

Refuse orders for non-standard drinks – explaining the RSA reasons for doing so

Erect signage in the venue advising only standard rinks will be sold – including tent cards on tables, and messages on drink lists or boards

Remove measures from behind the bar which will measure double shots – leaving only full shot and half-shot measures

Refuse requests to add extra liquor to mixed drinks

Attend internal training to:

Learn the concept of standard drinks

Raise commitment (of drink mixing staff and waiting staff) to standard drinks

Learn use of House Recipes

Ban the service of ‘doubles’

Ban service of drinks where there is an undetermined amount of liquor in each drink

Ban free-pouring of liquor into drinks, or in any other fashion (such as directly in to customer mouths).


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2.2 Decline request for drinks that exceed

standard limits politely and advise reason/s

for refusal

Introduction

Where a patron places an order for a drink that exceeds standard house limits on alcohol, RSA principles require this request must be declined.

This section explains how this can occur highlighting the need to deliver positive customer service at the same time.

Refusing requests in a polite manner

When refusing a request for a drink the venue is not prepared to serve because it exceeds their ‘standard drink’ restrictions it is necessary to pay attention to both the verbal language used, and the non-verbal language.

Non-verbal language

In this procedure the non-verbal language refers to:

How you say what you say – it needs to:

Be sympathetic about the fact their request cannot be met – which can be achieved by suitable facial expressions

Share their disappointment

Be delivered in a customer-friendly manner – as opposed to communicating in a way indicating:

– A ‘take-it-or-leave-it approach

– An authoritarian perspective

Tone of voice – which must:

Cool and calm

Avoid a tone indicating you are giving them instructions/directions

Make and maintain eye contact – an apologetic look is called for accompanied by (for example) one or more of the following:

Head cocked slightly to the side

Slightly pursed lips

Raised eye brows

A slight smile

How you stand or hold yourself – so as to:

Avoid a dominant or threatening stance

Demonstrate an open mind to providing an alternative.




Verbal language

When explaining the refusal critical verbal language points to note are:

Ensure non-verbal communication matches the verbal communication

Apologise – in a sincere manner: say “Sorry”

Use “Please” and “Thank you” where appropriate:

“Please understand this is for everyone’s benefit”

“Please understand this rule applies to everyone and is not a personal thing against you”

“Thank you for understanding”

Be respectful – use the person’s name if known – or use “Sir” or “Madam” if name is not known

Advise the reason why the request cannot be met – see ‘Explaining reasons for the refusal’ (see below)

Apologise again

Make an offer a suitable alternative which can be provided – based on their initial request

Thank the patron for an alternative order (if they place one) and their understanding

If the customer is upset or angry about the situation, you may:

Involve and notify the supervisor, manager or owner

Suggest they complete a ‘Customer Comment’ card to let management know how they feel, explaining management reads all comments and does modify policy (where appropriate) on the basis of this feedback

Make their feelings known online if you have a web-based presence.

Explaining reasons for the refusal

It is important to advise patrons their request for non-standard drinks cannot be prepared because it is “against house policy”.

You may then be able to use one or more of the following as reasons for the policy – only use ‘reasons’ where they are in fact ‘true’ and genuinely apply to the venue:

The venue subscribes to a local agreement, charter or code of practice which bans the sale of non-standard drinks – highlighting this creates a level-playing field, and patrons of other local/close-by venues will not be served with the requested drink either

The venue wants to make sure customers do not become drunk while on the premises and one way of doing this is to restrict the sale of alcohol in each drink – highlighting if patrons do become drunk they will be asked to leave the venue which means they cannot continue to enjoy the friendship of people they are with and or the facilities in the venue

The venue wants to protect itself – and the customer – from legal action by the Authorities if they are detected as being drunk on the premises

The venue wants to protect the customer from other negative possibilities – which may include:


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Car accidents

Drink-driving charges

Assaults

The venue wants to be seen as a responsible citizen and believes they have a social and moral obligation to limit the alcohol intake of patrons for the benefit of the wider community.

Examples of refusals

It should be standard practice for all those involved in taking drink orders to prepare and practice the refusal of drinks which exceed venue-specific alcoholic content limits.

Your refusal may take the form of:

To a regular customer you know/a regular patron:

“Oh, I’m sorry, Cindy. Unfortunately I can’t make that drink for you because it‘s got too much alcohol in it and we have a policy we can only mix cocktails with a maximum of 60 mls of liquor. I’m sorry. I have to refuse heaps of people who request that drink but unfortunately that’s our policy because we have to guard against people drinking a bit too much. Look, what about having XYZ instead? It’s got orange juice in it and still contains gin.”

To someone you do not know:

“I’m sorry Sir but I am not allowed to mix a drink with that much alcohol in it. It’s against our house policy which is intended to provide responsible service of alcohol consumption by patrons. Could I suggest I make the drink you want but lower the amount of liquor to standard drink levels: would that be suitable?”




2.3 Provide accurate advice to customers on

alcoholic beverages if required

Introduction

In order for staff to provide high levels of customer service they must have excellent product knowledge regarding the products they have for sale.

This section identifies the information service staff should have about the alcoholic products they have for sale.

Providing advice

Need for accuracy

When providing advice and product information to patrons it is essential the information provided is accurate – never guess an answer: if you do not genuinely know the answer to a question about an alcoholic product you should:

Tell the customer you do not know

Apologise

Advise them you will find out the answer – if possible or feasible, at the time

Find out the answer

Return to the customer and give them the answer.

Need for customer service

Advising customers should always be seen as an opportunity to provide outstanding customer service.

This can be achieved by one or more of the following:

Letting the customer see the product, bottle or drink they are enquiring about

Allowing the customer to read, handle and inspect the bottle, can or product

Providing them with the opportunity to smell the product – where suitable/appropriate

Giving them a ‘taste test’ ( a small quantity of the product) to sample – if this is practice is approved by management

Telling them about the product – see ‘Product knowledge’ (immediately below).

Product knowledge

The importance of product knowledge

Product knowledge in relation to the items you have for sale is necessary to:

Demonstrate your professionalism – by showing patrons the facts and figures you have and know about your stock

Optimise the sales you can make – comprehensive product knowledge is a fundamental requirement for making sales


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Increase the enjoyment of customers – by suggesting new taste experiences and drinks products for them to taste

Recommend drinks or products that will meet identified need as described by each patron

Provide patrons with accurate advice on which they can base their drinking – so they can remain safe and continue to be served in the venue.

Developing product knowledge

You should always seek to develop your product knowledge about the products (alcoholic and non-alcoholic) you have for sale.

You can do this by:

Reading product labels

Sampling products

Speaking to others – staff, customers, sales representatives

Reading relevant magazine articles and books

Visiting online websites of alcohol producers.

Elements of product knowledge

For alcoholic products you need to develop knowledge on the following topics (as appropriate) for all the liquor you sell:

Types of liquor – you should know the different types of alcohol you sell.

These will commonly cover types such as:

Beer – which can include variations such as

– Imported and domestic

– Full strength, mid-strength and low-strength

– Different styles – lagers, bitters, ales, stout, boutique beers

Spirits – domestic or imported, addressing at least the five main types :

– Gin

– Brandy

– Whisky

– Rum

– Vodka

Wines – including:

– Table wines – reds and whites

– Sparkling

– Fortified wines

Liqueurs – including the range of:

– Proprietary brands – these are liqueurs produced by a specific maker such as Tia Maria, Galliano, Cointreau, Drambuie, Kahlua




– Generic liqueurs – which are those made to a style such as Crème de menthe, Crème de cacao, Advocaat, Curacao

Name of products of the same type – this means knowing the variety of brand names for the spirits, liqueurs, beers, and wines you sell, and knowing what type of liquor each name applies to.

This means for example, if a customer asks for a Bells’ or a Ballantynes’ you know they are talking about Scotch and will know whether or not you stock it. If you do not, your product knowledge in this regard will allow you to recommend (perhaps) a Johnnie Walker or Black & White as opposed to suggesting a Bushmills’ (an Irish whisky), or a Jim Beam (a bourbon)

Alcoholic strengths of each product, product type or brand – at the least you should have a general understanding of the approximate average strengths of the product types you see – for example:

Beer – 5% alc/vol

Spirits – 40% alc/vol

Liqueurs – 15% to 40% alc/vol

Table wine (still and sparkling) – – 12% alc/vol

Fortified wine – 18% alc/vol

It is also useful to know the number of standard drinks per bottle, can or other container.

Appearance of each product or brand – addressing the need to know:

The colour of each product

Special visual factors such as:

– Gold flakes in certain products (Goldschläger, goldwasser)

– Worms in certain tequilas

– Tartrate crystals in some wines

Base materials or ingredients used to manufacture each type of liquor

Serve size for each type of drink – which can be:

Beer – 200 ml – 250 ml

Spirits – 30 ml

Fortified wine – 60 ml

Table wine:

– Per glass – 160 ml – 180 ml

– Carafes – half carafe (500 ml); full carafe (1 litre)

Liqueurs – 30 ml.

Price – by the glass, serve, bottle can or other unit (for example, half carafes and full carafes of wine)

Ways the product can be used – for example:

In aperitifs, mixed drinks and cocktails as appropriate

In cooking


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Recipes for cocktails – including details of name of drink, ingredients by volume, method of mixing, garnish and glass in which it should be served

Awards won by the product – this may be in relation to wine shows, cocktail mixing competitions or sales-related accolades

Popularity of the item – identifying how popular the item is within the venue and externally.

2.4 Refuse service to intoxicated customers in a

suitable and consistent manner

Introduction

Refusal of service is a difficult undertaking.

This section provides advice about how to effectively refuse service in a customer-focussed manner.

Those who may need to be refused service

In general terms you will need to refuse service to those who are:

Drunk

Disorderly

Showing signs of excess alcohol consumption

Behaving in an unacceptable manner

Banned by the venue

Under-age.

Points to note when refusing service

When refusing service the keys are:

Make sure you have watched and listened to a more experienced staff member refuse service to patrons before you do it yourself for the first time – so you can learn from:

What they say

Their body language

What they do

Practice refusing service before you do it the first time – practice what you will say, your non-verbal communication and how you will respond to threats, arguments and please for more service (‘just one more drink, please!’)

Make sure other staff are with you or watching you when you refuse service for the first few times – so they can assist if necessary, and so they can de-brief you after the event about what you did well and what needs improvement (what you could have done better)




Realise every situation is unique – you are dealing with an explosive mix of people and alcohol and their reaction to being refused service can never be predicted with certainty. Even a person who is refused service on a regular basis, and who usually accepts this with good grace may one day become aggressive and nasty when refused service

Realise many customers feel they have to ‘put on a show’ in front of their friends when they are refused service

Never change your mind and allow someone who you have decided to refuse service to, to be served – this is the Golden Rule: you must never back down regardless of what the customer says to you or threatens you with

Realise all your actions are on public show – when you refuse service to a customer you automatically send a message to all the other customers who see/hear you that:

Certain behaviour or language is unacceptable

You/the venue will not tolerate it

Realise too if you ignore unacceptable behaviour or language you send a message to customers this behaviour or language really is acceptable

Be polite and respectful – do not say anything likely to annoy the person or inflame

the situation. This includes not making any comment or statement which accuse the person or belittles them – such as:

“You’re drunk”

“You are a pest”

“You can’t hold your liquor”

Be respectful and polite when refusing service – do not be rude or offensive

Try to talk to the person on their own – as opposed to refusing service in front of people the customer may feel they have to impress

Give the person options so they feel they are in charge of the situation – you are going to refuse them service but try to give them some options which flow from that – for example:

Do they want to have a meal or soft drink instead?

Can you get them a taxi or call a friend to collect them?

This is very different to simply saying “You’re not going to be served any more – get out!”

Make sure they know why they are being refused service – for example, because of the noise they are making, because you believe they have had too much to drink, because of their behaviour or because they have failed to modify language as previously requested

Consider giving people warnings – if you see someone who is intoxicated, it can be effective to:

Warn them they will be asked to leave if they drink too much

Suggest they switch to a drink containing less alcohol

Suggest a period of drinking non-alcoholic drinks

Suggest they eat some food.

No, Sir


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Online videos

Check out the following for tips on refusing service:

http://www.youtube.com/watch?v=3_hCLOTmK9E&feature=related

http://www.youtube.com/watch?v=kWM6zhXtm6A&feature=related

http://www.youtube.com/watch?v=kdo8YpyVD5c&feature=related

http://www.youtube.com/watch?v=pVR5JGyWXQA&feature=relmfu

Practical examples

Where you believe the patron is intoxicated but not drunk, you might (instead of simply refusing them service and telling them to leave the premises – which gives them no choice) say:

“Sir I am concerned you may become drunk if you continue drinking at the pace you are. Could I suggest that you(one of the following):

Switch from full nips to half-nips?

Stop drinking alcohol for a while and switch to non-alcoholic drinks? The first one is ‘on the house’

Stop drinking for an hour while you have something to eat?

This would allow you to stay on the premises and then after a while I can start serving you again. Which would you prefer to do?”

Where you need to refuse service to someone because they are drunk you might say:

“I’m sorry Sir I am unable to serve you any more liquor because I believe you have had too much to drink and we would both be committing an offence if I did so. Can I telephone someone to come and pick you up, or would you like me to get you a taxi?”

If you need to refuse service to someone because they have refused to modify their behaviour, language or alcohol consumption after being asked or warned to do so you might say:

“I’m very sorry Sir but I am unable to serve you any more liquor. I have asked you to slow down your drinking (or behave less rowdily, or stop swearing) but this has not happened so I’m afraid I have to ask you to leave the premises. Can I telephone someone to come and pick you up, or would you like me to get you a taxi?”

Where you need to refuse service to someone because they are drunk you might say:

“I’m sorry Sir I am unable to serve you any more liquor because I believe you have had too much to drink and we would both be committing an offence if I did so. Can I telephone someone to come and pick you up, or would you like me to get you a taxi?”

House statements and practices

Remember it is always possible your workplace has approved and recommended statements for you to make and to practice when refusing service.

Where these exist they must be adhered to.

Also remember to make sure you:

Watch and listen to a more experienced work colleague refuse service on several occasions before you attempt it on your own

Ensure you have someone watching and listening to you when you refuse service on the first few occasions so they can provide you with feedback on how you went.

http://www.youtube.com/watch?v=3_hCLOTmK9E&feature=related

http://www.youtube.com/watch?v=kWM6zhXtm6A&feature=related

http://www.youtube.com/watch?v=kdo8YpyVD5c&feature=related

http://www.youtube.com/watch?v=pVR5JGyWXQA&feature=relmfu




Work Projects


2.1. Submit video evidence of a real-life or simulated situation which provides evidence you can:

Prepare and serve a standard drink

Decline a request for a drink which exceeds standard drink parameters

Provide accurate advice to a person regarding alcoholic beverages.

Refuse service of alcohol to a patron

Ask a person to leave the premises.


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Summary

Dispense alcoholic beverages

When dispensing alcoholic drinks:

Know the definition of a standard drink for your workplace and country

Only prepare drinks which meet standard drink, or house recipe, requirements

Refuse service of drinks which exceed standard drink definition

Explain politely the reasons the venue will only serve standard drinks

Learn about all the alcoholic products you offer for sale

Offer accurate advice to customers about the products you sell/serve

Refuse service courteously to those who are not entitled to be served with liquor

Explain reasons for refusal of service

Try to give people options as opposed to ultimatums

Be firm, fair and consistent when refusing service

Follow House Statements and or practices for refusing service (where they exist).




Element 3: Ensure customers drink

within appropriate limits


Introduction

Another important aspect of ensuring customers drink within appropriate limits is to assess the ongoing intoxication levels of customers.

This section (re-)presents information on signs of increasing intoxication of patrons and techniques to control their rate of alcohol consumption.

The aim of this stage

The aim of assessing intoxication levels of patrons is to:

Issue warnings to customers so they can modify their rate or style of drinking and remain on the premises

Identify those who must be refused service but may remain on the premises

Determine those who are drunk and must be asked to leave the premises for their own safety, the safety of others and to protect you and the venue from prosecution.

Signs of intoxication

While the reaction of individuals to alcohol is unique (based on factors such as size, gender, age, fitness etc) certain indicators have emerged in the industry that customers may be starting to be affected by alcohol.

These indicators include:

Noticeable changes in behaviour of an individual

Acting in an aggressive or intimidating manner

Behaving in a way which does not meet accepted standards of behaviour, or House standards

Annoying other customers or staff – by their words or actions

Having difficulty picking up change from the bar or service counter

Lack of focus and concentration

Making inappropriate sexual overtures or demonstrating unacceptable sexual behaviour to others

Not being able to pay attention to what is being said to them, or not being able to understand what is being said to them

Talking in a rambling, unintelligible manner

Falling asleep


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Noise levels – an increase in noise levels often accompanies increased intoxication

People who engage in drinking games

Skylarking – those who are intoxicated often find it funny to do (or say) things that others do not find amusing

Patrons who are ‘drinking quickly’ – this is difficult to quantify but common sense should be used.

Given venues are encouraged to serve only ‘standard drinks’ and the body processes one standard drink per hour, this should be used as a guide to the level of intoxication

Bumping into other patrons as they walk within the venue – to toilets, the bar etc

Bumping into walls or items of furniture – as above

Swaying when standing still

Staggering when walking – to the bar; to the toilet; back to their table

Knocking over or spilling drinks

Having difficulty tendering money to pay for drinks

Being argumentative

Refusing to comply with reasonable requests from staff or management

Shouting, talking loudly or engaging in anti-social behaviour

Pushing others

Fighting

Threatening to fight.

Techniques to slow consumption of alcohol

The accepted techniques for slowing the alcohol consumption of patrons are listed below.

If your venue has other strategies or required procedures, then these must be adhered to.

Slow down service to the individual/s – some venues may not approve of this as it does not enable ‘quality customer service’ to be provided so check with your workplace to see if they approve of this technique

Suggest the customer switch to low-alcoholic drinks

Suggest patron reduce their drink from a full-shot to a half-shot

Suggest the customer drink non-alcoholic beverages

Recommend the customer partake in a meal.




3.2 Offer assistance to intoxicated customers

politely

Introduction

Where your assessment of patrons determines they are intoxicated it can be necessary to take appropriate action.

This section identifies what ‘appropriate action’ may involve.

Offering assistance to patrons who can stay on the premises

Maintain customer service standard

Whenever you are limiting the service of alcohol you must ensure you still deliver high levels of customer service.

This can mean:

Apologising for the refusal

Explaining the reason for the refusal

Suggesting/recommending alternatives

Thanking the patron for their understanding and co-operation.

Practical assistance

Where a customer is determined to be in a condition that will allow them to remain on the premises, the following action may be appropriate:

Recommend and serve them a low-alcoholic beer or wine

Recommend and serve a non-alcoholic drink:

Mocktail

Fruit juice

Soft drink

Water

Recommend and arrange for the service of a meal

Provide free ‘nibbles’ as supplied by the venue.

Offering assistance to patrons who must leave the premises

Where your analysis of a customer determines they have had too much to drink then they need to be asked to leave the venue.

Again, when doing this, you must continue to provide (where practical) high levels of service.

The keys at this juncture are:

Apologise – for the need to ask them to leave


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Explain – the need for them to leave: if previous warnings to modify their behaviour have been given, these should be mentioned

Offer choices – to give customers the impression they are still in control of the situation.

Standard industry options which may be able to be provided can include:

Offering to call a taxi for the person

Asking if there is a friend or family member who can be contacted to come and collect the person

Asking if they would like to be walked – for security reasons – to their car or room

Giving information about where else they may go

Provide physical assistance – where appropriate:

Help the patron with their belongings

Check they have not left any property behind

Ensure all accounts have been paid

Walk with them to the door to assist with hailing a taxi

Guide them to the exit and taxi rank

Provide direction about where to go

Help them retrieve items left behind the bar or in a cloak room.

3.3 Refer difficult situations to an appropriate

person within the establishment

Introduction

It is a fact of life some customers will become difficult when spoken to about their alcohol consumption, their language or behaviour, or when asked to leave the premises.

This section identifies difficult situations, nominates who may be the ‘appropriate person’ and presents advice of referring these situations.

Examples of difficult situations

There can be times when it becomes necessary to refer difficult alcohol-related situations (such as refusal of service and requests for the patron to leave the premises) to another person.

These situations are usually ones where:

The customer has demanded to see the manager

The customer is refusing to comply with your stated requests

The customer has become verbally or physically abusive or threatening

Other people have become involved in the situation.




‘Appropriate person’

The ‘appropriate person’ to refer difficult situations/customers to is usually someone:

With experience at handling these situations

With authority to take action which may need to be taken – such as contacting:

Police

An external security company with whom the venue has a commercial arrangement – that is, they provide pre-determined security services to the property as well as responses to ‘calls for assistance’

Whose job role nominates them as the person to be involved/with responsibility for dealing with these situations.

Note: it is rarely your job to become engaged in a physical altercation with customers to remove them from the premises as part of your duties in providing responsible service of alcohol.

You should never do anything at work which places you in harm’s way.

The appropriate person in this context may be, depending on internal venue structure and individual job descriptions:

Owner

Manager or Duty manager

Bar manager

Beverage manager

Head of Department

Nominated senior or experienced staff member

On-site security personnel.

Points to note when making a referral

The following should be observed when referring a difficult situation:

Make the decision to refer the situation as quickly as possible – there is nothing to be gained from delaying the decision to get someone else involved in resolving the situation; delays will only cause more problems and make matters worse

Advise the ‘appropriate person’ of the exact location of the problem – so they know exactly where to go

Provide as much detail as possible about the situation and persons involved – this may include information on:

Reason for making the referral – ‘bad language’, ‘refusal to leave the premises when asked to do so’, ‘unacceptable behaviour’

If they are a guest in the house or a walk-in

Number of people in the group or party

Warnings and or requests previously given to them


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Their demeanour

Details of any threats made or physical hostility displayed

It is best to make these referrals out of ear-shot of the person creating the problem – experience indicates patrons who hear a referral or request for assistance tend to become more disruptive if:

They know/believe you are unable to deal with the situation – they will gain confidence from the fact you appear unable to cope

They think help is on-the-way – they sometimes think they have an opportunity ‘now’ to do something before assistance arrives.

3.4 Seek assistance from appropriate people for

situations which pose a threat to safety or

security of colleagues, customers or property

Introduction

If a situation arises where the safety of people is at risk or property is threatened you must respond according to internal protocols designed to address these circumstances.

This section describes action which may be needed and presents a range of factors associated with this potential.

People must be the first priority

You must understand ‘people’ are always the primary objective when responding to threats.

The safety of people – workers and customers – must always take priority over protecting physical assets or cash.

In practice this means:

Protecting someone from assault or injury must take precedence over protecting stock or furniture from damage or theft

Saving a life takes priority over protecting the cash in the register or behind the bar.

If you are ever in a position where you need to choose:

Always choose people above property

Always choose the greatest good for the greatest number.

Who might you seek assistance from?

Assistance may be sought from internal or internal sources when seeking to address threats to safety and security.

Some venues insist only nominated persons can summon outside help, so check what applies at your workplace.

Standard procedure may be for you to notify management, and it is they who are the only ones authorised to call for police or other external assistance.




Internal sources

Internal sources are the same as those used when referring difficult situations:

Owner

Manager or Duty manager

Bar manager or Beverage manager

Head of Department

Nominated senior or experienced staff member

On-site security personnel.

External sources

External sources are:

The external security company who services you venue

Police

Ambulance.

Protocols to follow

At all times when seeking assistance in response to a dangerous situation you must follow internal protocols which have been developed.

These may be contained in documents such as an appropriate section of the Emergency Management Plan for the venue, department or area.

It is important to make the decision to seek assistance quickly – time spent deliberating whether or not to call for help can be wasted and prove deadly if things really go wrong, get more out of control or prove to be more serious than originally thought.

Standard requirements when summoning internal assistance

When summoning internal assistance:

Identify yourself

Tell them where the incident is and where you are

Advise of type of situation – for example ‘threatening customer’, ‘customer refusing to leave when asked’, ‘assault’

Identify numbers involved and their demeanour

Explain action taken so far to control the situation, and tell them what has been said to those involved.


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Standard requirements when summoning external assistance

When making initial contact with Emergency Services to obtain help they will require information about the incident before they send assistance:

Be guided by them – let them ask questions and answer them as required

Speak clearly and calmly

Never hang up the telephone until directed to do so.

Emergency Service telephone operators will want information about:

The exact location of the incident – never assume they know the venue or its address/location

Type of incident – fight; refusal to leave premises; assault victim; collapsed patron

Number of people involved

Other relevant details which will provide context and basis for response.

While the authorities will prefer to have all of the above information, never delay calling them just because you are missing some of the information they will ask you about.

Always contact them and get them moving towards you.




Work Projects


3.1 Submit video evidence of a real-life/actual or simulated situation which provides evidence you can:

Assess intoxication levels of customers

Offer assistance to intoxicated customers

Refer difficult customers to appropriate other people within a workplace

Seek assistance from external authorities in response to a suspected threatening or dangerous situation.


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Summary

Ensure customers drink within appropriate limits

When ensuring customers drink within appropriate limits:

Ensure you can identify the signs of intoxication

Assess the signs of intoxication in customers

Apply approved techniques to slow the consumption of alcohol by patrons, where appropriate.

Maintain high levels of customer service

Provide suitable assistance, alternatives and advice to patrons who must be refused alcohol but can remain on the premises

Offer appropriate assistance and alternatives to customers who must be asked to leave the premises

Refer difficult situations and customers to designated personnel within the venue

Provide advice and information about any person/situation which is referred

Determine if you have the authority to summon external assistance (police or ambulance) if necessary

Follow house protocols in every instance in regard to calling for assistance.

Presentation of written work




1. Introduction

It is important for students to present carefully prepared written work. Written presentation in industry must be professional in appearance and accurate in content. If students develop good writing skills whilst studying, they are able to easily transfer those skills to the workplace.

2. Style

Students should write in a style that is simple and concise. Short sentences and paragraphs are easier to read and understand. It helps to write a plan and at least one draft of the written work so that the final product will be well organised. The points presented will then follow a logical sequence and be relevant. Students should frequently refer to the question asked, to keep ‘on track’. Teachers recognise and are critical of work that does not answer the question, or is ‘padded’ with irrelevant material. In summary, remember to:

Plan ahead

Be clear and concise

Answer the question

Proofread the final draft.

3. Presenting Written Work

Types of written work

Students may be asked to write:

Short and long reports

Essays

Records of interviews

Questionnaires

Business letters

Resumes.

Format

All written work should be presented on A4 paper, single-sided with a left-hand margin. If work is word-processed, one-and-a-half or double spacing should be used. Handwritten work must be legible and should also be well spaced to allow for ease of reading. New paragraphs should not be indented but should be separated by a space. Pages must be numbered. If headings are also to be numbered, students should use a logical and sequential system of numbering.


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Cover Sheet

All written work should be submitted with a cover sheet stapled to the front that contains:

The student’s name and student number

The name of the class/unit

The due date of the work

The title of the work

The teacher’s name

A signed declaration that the work does not involve plagiarism.

Keeping a Copy

Students must keep a copy of the written work in case it is lost. This rarely happens but it can be disastrous if a copy has not been kept.

Inclusive language

This means language that includes every section of the population. For instance, if a student were to write ‘A nurse is responsible for the patients in her care at all times’ it would be implying that all nurses are female and would be excluding male nurses.

Examples of appropriate language are shown on the right:

Mankind Humankind

Barman/maid Bar attendant

Host/hostess Host

Waiter/waitress Waiter or waiting staff

Recommended reading



Recommended reading

Australian Training Products Ltd., 2004, R.S.A.: Responsible service of alcohol, Melbourne, Victoria

Burke, C. and Frost, M., 2003, Responsible Service of Alcohol CD-ROM, Angliss Consulting Pty. Ltd., Melbourne

Consumer Affairs Victoria, 2003, Liquor licensing: a guide to the responsible serving of alcohol, Consumer Affairs Victoria, Melbourne

Dept of Justice, 2010, A guide to the responsible service of alcohol, State Government, Victoria, Australia

Freeth, A.W., 2012, Bartending: a professional's guide to the industry, New Holland, London

Great Southern Regional College of TAFE (W.A.), 2005, HHT143 Provide responsible service of alcohol, WestOne Services, Perth, West Australia

National Restaurant Association Educational Foundation, 2009 (2nd ed’n), ServSafe alcohol: fundamentals of responsible alcohol service, Chicago, Illinois

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