MANAGE RESPONSIBLE SERVICE OF ALCOHOL

MANAGE RESPONSIBLE SERVICE OF ALCOHOL
D1.HBS.CL5.03 Trainer welcomes students to class and encourages participation.

Manage responsible service of alcohol
This Unit comprises three Elements: Maintain a responsible drinking environment within a licensed environment Dispense alcoholic beverages Ensure customers drink within appropriate limits Trainer advises students this Unit comprises three Elements, as listed on the slide explaining: Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail Students can obtain more detail from their Trainee Manual The course presents advice and information but where their workplace requirements differ to what is presented, the workplace practices and standards must be observed.

Assessment Assessment for this Unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from employer or supervisor Trainer advises students that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates to students the methods of assessment that will be applied to them for this Unit.

Maintain a responsible drinking environment
Performance Criteria for this Element are: 1.1 Identify customers who should be refused service 1.2 Apply enterprise & licensing authority eligibility standards &/or requirements to be served alcohol 1.3 Explain restrictions for service courteously & diplomatically 1.4 Where appropriate, request proof of age prior to service Trainer identifies for students the Performance Criteria for this Element, as listed on the slide. Class Activity – General discussion Trainer leads a general class discussion on student experience and knowledge about licensed premises by asking questions such as: What experience have you had of working in licensed premises and implementing legal requirements about responsible service of alcohol? Why is RSA important to servers, customers and the venue? When/under what conditions should people be refused entry to a licensed premises? When/under what conditions should people be refused service of alcohol? What is the name of the Authority responsible for liquor licensing? What is the legal drinking age? How might you determine of a person is of legal drinking age?

Identify customers who should be refused service
Basic requirements: All premises serving alcohol must be licensed Licensed venues must comply with legal obligations Additional requirements for individual premises may be imposed by the terms and conditions of individual licences Trainer provides background information about licensed premises stating: It is a legal requirement all venues which sell or supply alcohol need to be licensed Licensed premises are obliged to comply with legislated requirements applicable to sale or supply of alcohol Individual premises receive a liquor licence which may contain additional terms and conditions in addition to the general legislated obligations.

‘Terms & conditions’ of a liquor licence can address: Trading days & hours Types of liquor which can be sold Licensed areas Identification of classes of people to whom liquor can be sold or supplied On-premises and or off-premises authority Trainer informs trainees individual licence terms and conditions may address: Trading hours – identifying the days on which the licence applies and time at which the licence commences each day and the time at which it ceases to have effect. Attention should also be paid to identifying days and times when alcohol may not be sold or disposed of. Types of liquor which can be sold – there may be restrictions specifying certain types of liquor cannot be sold, or specifying the types of liquor which may be sold (for example, beer only, spirits, wine, other nominated products) Licensed areas of the venue (that is, the areas from which alcohol can be disposed of) – specifying the rooms or locations in from which alcohol may be sold: for example, certain bars or other sections of the premises defined by a building plan Customers who may be legally sold alcohol – some premises are only allowed to sell or supply certain classes of people: for example, clubs may only be authorised to sell alcohol to members; accommodation venues may be limited to providing liquor only to those who are registered as ‘guests’ of the property; other venues are authorised to sell and supply to ‘everyone’ who is of legal age Whether authority is given for on-premise and or off-premise consumption – some places will be authorised only to sell alcohol for consumption on the premises, some will only be allowed to sell for off-premises or take away consumption and some may be permitted to sell for both on- and off-premises consumption. Class Activity – Handout of sample liquor licences Trainer obtains several examples of liquor licences for different licence types and distributes them for discussion by the class.

Licensed premises may include: Hotels Restaurants Bars Night clubs Gaming venues Bottle shops Trainer identifies premises or venues which may be licensed: Hotels – accommodation venues as well as ‘pubs’ or taverns Restaurants – fine dining and bistros Bars Night clubs Gaming venues – such as casinos Bottle shops – which may be part of a supermarket or grocery store. Class Activity – Group discussion Trainer asks trainees to identify examples of premises, by name, for each of the listed types of licensed premises.

Refusal of service is an important aspect of RSA & may relate to: Refusal of service of alcohol Refusal of all service – but allowed to remain on the premises Refusal of all service – and asked to leave Trainer advises trainees an important aspect of maintaining a responsible drinking environment is the refusal of service to those who should not be served with alcohol explaining this may have a variety of ‘levels’ and may relate to: 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/directed to leave the premises.

Those who should be refused alcohol include: Anyone identified by management Anyone contravening house policies or rules Anyone whose presence on the premises renders the licensee, venue, patron or you liable to an offence under the liquor licensing legislation, or the terms and conditions of the licence Trainer advises trainees about people who should be refused service identifying they 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, 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 Using bad language Refusing to obey directions given by staff Anyone whose presence on the premises renders the business (or server, you, customer or licence holder) liable to an offence under the liquor licensing legislation – this may be someone who is: Under legal drinking age Intoxicated – where patron is slightly affected by alcohol Drunk – where patron is strongly affected by alcohol Violent – aggressive, antagonistic, fighting, intimidating others 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. Class Activity – Guest speaker Trainer arranges for a licensee to attend and talk to trainees about: The type of licence they hold and the obligations imposed on them by law House rules/policies they have in relation to determining who must be refused service Examples of instances where they have banned people from the premises Advice in relation to refusing service to patrons Experiences they have had with intoxicated and drunk patrons Trainer arranges for an Officer or Inspector from the liquor licensing Authority to attend and: Speak about responsibilities of those who serve liquor Talk to trainees about refusal of service identifying: Who should be refused service Techniques for refusing service Penalties for serving alcohol when it should be refused Distribute relevant information from the Authority

Ways to identify who should be refused service: Check people on entry Watch patrons Listen to customers Monitor alcohol consumption – by type and quantity over time Trainer identifies to trainees ways they can identify those who should refused service: 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.

Apply relevant standards and requirements to the service of alcohol
All liquor service must occur within legal and ‘house’ standards and requirements in order to deliver practical RSA. This is essential to : Demonstrate the responsible attitude of the venue Prevent you being charged by the Authorities Protect the venue against legal action (Continued) Trainer stresses to trainees all alcohol must be served in accordance with enterprise and licensing authority eligibility standards and or requirements explaining this is essential for the delivery of responsible service of alcohol. Trainer informs trainees RSA is important for the following reasons: 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 service alcohol irresponsibly or illegally It protects the venue against legal action: From the authorities – fines and other penalties From patrons – who seek to sue for breach of ‘duty of care’ or negligence.

Reduce the incidence of drunk patrons starting fights Reduce the level of Police attendance at the venue Help protect patrons from drink-related injury or accident Reduce alcohol-related violence and health issues Provide a better working environment for staff Trainer continues to inform trainees RSA is important for the following reasons: Drunk patrons 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 – less police attendance means less interference by the Authorities in the operation of the property 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 – fewer drunk patrons will lead to a reduction in abuse directed towards staff, harassment of staff and violence towards employees.

Drink spiking: Always be alert to the potential for it to happen Follow house rules or procedure if you suspect a case of drink spiking – actions may include: Calling for medical assistance Calling Police Controlling who takes the affected person off the premises Monitoring patron activities Trainer introduces the issue of drink spiking advising trainees: Defining drink spiking as the unlawful addition of a drug/substance to someone’s drink with the intention of adversely impacting them or causing them to lose concentration or consciousness 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 – ringing an ambulance Notifying Police – so they can investigate 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. Class Activity – Guest speaker Trainer arranges for ambulance or police officer (or both) to attend and discuss: Action to protect against drink spiking Symptoms of drink spiking Action to take when a drink spiking event is identified Action to take when a drink spiking event is suspected.

Apply relevant standards & requirements to the service of alcohol
You can learn legal liquor licensing requirements by: Reading workplace liquor licences Visiting local liquor licensing website Requesting licensing information from Authorities Contacting licensing officer or Inspector Reading relevant legislation Attending in-house training Trainer tells trainees they can learn the legal requirements applying to liquor licensing by: Reading the liquor licences for their workplace – note some venues may have more than one liquor licence Visiting the website of the liquor licensing authority for their country – and reading the information they have online Requesting copies of relevant materials as applicable to the licence types in the workplace from licensing Authorities – 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 and may include Acts, regulations and Codes of Practice 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 or implement. Class Activity 1 – Internet research Trainer arranges for trainees to have internet access and: Visit local liquor licensing website Visit all relevant web pages Take notes on information found Report back to group on findings. Class Activity 2 – Discussion of local licensing legislation Trainer obtains local licensing legislation (Acts, regulations and other applicable subsidiary documents – such as Codes of Practice) and: Explains how each item can be obtained by trainees Provides a verbal overview of requirements and obligations Explains reasons for the requirements and obligations Highlights penalties for non-compliance.

You can learn house rules or policies on liquor service by : Reading internal rules, policies, SOPs Participating in in-house RSA training Talking to experienced liquor service staff Talking to management Watching and listening to what happens in the workplace Trainer advises trainees how they can learn about house rules or policies regarding liquor service/RSA: 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 to alcohol Slowing service Obtaining transport for a customer Discretionary powers when handling intoxicated persons and drunks Those with authority to notify 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 internal RSA training – which will cover house rules, policies and procedures as well as legally imposed requirements Talk to more experienced colleagues – to learn from their knowledge and experience Talk to management, the owner or your supervisor – to gain their interpretation and explanation of house rules, and examples of their implementation Watch and listen – to see how others implement and apply House rules. Class Activity – Sample house rules Trainer obtains house rules, policies and SOPs from local venues and: Distributes them to trainees Discusses and explains them Identifies why each rule or requirement has been developed.

Practices to ensure legal and responsible service of liquor include: Asking for, checking on ID of those who look under-age Only relying on approved documents as acceptable evidence of age Checking people at the door as they enter the venue Refusing entry to those who are banned (Continued) Trainer presents trainees with practices which can be implemented to ensure only those who are legally entitled to be served with liquor are, in fact served with alcohol: 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 drunk 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 or 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 book or register of these people (or electronic, online equivalent) may be used for this purpose to record those who have been banned.

Monitoring patron intake of alcohol Ensure those who are refused service are not provided with liquor by other people Ensure those who have been asked to leave do not return Notify other staff of those who have been refused service Monitoring patron behaviour Being alert to potential for third party sales Adhering to internal liquor serving protocols designed to deliver RSA Trainer continues to present trainees with practices which can be implemented to ensure only those who are legally entitled to be served with liquor are, in fact served with alcohol: 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 at that time, or for that session – often by a different entrance in an attempt to avoid detection Identifying those who have been put on non-alcoholic drinks or low-alcoholic drinks are pointed out to staff – so all service staff know who has been told 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 Being alert to the potential for third party sales – and refusing to sell liquor where third party sales are suspected Adhering to internal liquor serving protocols to help limit alcohol intake – see Class Activity (below, this slide). Class Activity – Group discussion Trainer conducts a discussion on the protocols venues might adopt to help optimise delivery of RSA within the property, by asking for examples of these protocols. Possible answers The internal protocols may include: Ensuring half-nips of spirits are available No service of double shots No service or sale 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 required glasses to be emptied by the patron before an offer of another drink is made Making non-alcoholic alternatives available – such as Soft drink, Waters, Fruit juice, Mocktails Limiting the number of alcoholic drinks a person can purchase at any one time Restricting the amount of time ‘Happy Hours’ run 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 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 (‘Toss the boss’)

Explain restrictions for service
You may need to explain legal and in-house restrictions to patrons if they do not know or understand what the requirements or limitations are. This must be done in a customer-focussed manner featuring: Courtesy Diplomacy Trainer highlights the need for service staff to be aware of the need at times to explain liquor service restrictions to patrons who may not know or understand the legal requirements, or individual house rules. Trainer stresses to trainees this must be done: In a customer-focussed manner – 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’). With an emphasis on: Courtesy – see next slide Diplomacy – see following slides

Being courteous at this stage means: Apologising for the need to explain things Using customer’s name Using polite and respectful language Being assertive Trainer explains to trainees being courteous to patrons is a fundamental and non-negotiable requirement when talking to customers highlighting keys to being courteous in these situations include: Apologising for the need to talk to them/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/swear words Take care never to give offence – by what you say or via your body language Avoid being over-familiar – this means treating customers as valued patrons and not as ‘friends’ 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: plenty of eye contact, stand erect, open gestures, firm voice.

Being ‘diplomatic’ involves: Using a suitable tone and volume Trying to talk to them on their own Advising patron many others make the same mistake Thanking them for their time and understanding Offering another (non-alcoholic) product (where appropriate and legal) so they can remain on the premises Give the customer ‘options’, not ‘ultimatums’ Trainer explains to trainees the role of diplomacy at this stage highlighting this refers to ‘not what you say but the way you say it’ and advising it involves: 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.

You may need to explain things in the following situations: When patrons behave in an intoxicated manner: Aggressive and or intimidating others Not meeting accepted standards Annoying others Inappropriate language or actions Rambling conversation Falling asleep (Continued) Trainer identifies to trainees examples of where staff may need to explain restrictions to customers: When patrons behave in an intoxicated manner – such as: Engaging in aggressive or intimidating behavior Failing to meet accepted standards of behavior 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 behavior 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.

When patrons behave in a: Violent manner – even when not drunk Disorderly manner – even when not drunk Where under-age persons are identified on the premises (Continued) Trainer continues to identify to trainees examples of where staff may need to explain restrictions to customers: 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 behavior/activities 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)

When a person seeks entry or service and they have been excluded or banned When patrons seek to be served outside licensing hours: ‘Grace period’ allows patrons to finish the drinks they have but not to be served or supplied with more drinks Some accommodation venues can serve ‘guests’ 24- hours-a-day in their rooms (Continued) Trainer continues to identify to trainees examples of where staff may need to explain restrictions to customers: 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 premises 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 meaning patrons can finish their drinks during this time but cannot be served or supplied (including drinks provided ‘free of charge’) with more drinks 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.

Where customers seek to be served in ways which breach RSA principles and practices – such as when they: Request double nips Ask for jugs of pre-mixed drinks Engage in drinking games Trainer continues to identify to trainees examples of where staff may need to explain restrictions to customers: 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 – such as jugs of Scotch and Coke Ban on service of drinks which are intended to be consumed in one hit, 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. Class Activity – Demonstrations and Practical Trainer demonstrates to trainees: How to explain the local restrictions applying to under-age persons being on the premises and/or being served/supplied with alcohol How to explain house rules designed to optimise RSA Trainer enables opportunity for trainees to practice same and provides feedback on their verbal and non-verbal practice.

Request proof of age To determine a person is of legal drinking age you should sight an acceptable proof or evidence of age document - which may include: Their passport Driver’s licence Birth certificate Specified photo-ID cards National identity card Other approved document Trainer instructs trainees if they suspect a person wanting to buy alcohol is not of legal drinking age, they must determine whether or not the person is actually legally entitled to purchase liquor. Trainer advises trainees this is done by sighting acceptable proof of age from the person, explaining this is also known as proof of age which may 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. Class Activity – Handout Trainer provides trainees with information from the local licensing Authority regarding: Names of approved and accepted proof of age documents Hard copy examples of each.

Request proof of age You must:
Ask everyone for evidence of age if you do not already know them and their age and you believe they may be under age Do this every time you have a suspicion of under age Check on anyone you do not know who appears ‘just a bit older’ than the legal minimum age Trainer urges trainees they must request proof of age from anyone who wants to be served with, alcohol, or consume alcohol on the premises, if they do not know them and their age, and they believe they may be under the legal drinking age. Trainer stresses 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. Trainer explains an industry standard is to ask all unknown customers for proof of age if it is believed they are within several years of the legal drinking age. In practice 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.

Request proof of age When asking for proof of age:
Most people expect to be asked ‘Request’ it as opposed to ‘demanding’ it Be polite – ‘Please’ and ‘Thank you’ Explain why the request is being made Try to ‘soften’ the request Avoid aggressive language or actions Trainer instructs trainees asking for proof of age must be undertaken within a ‘service, hospitality’ framework: Remember the ‘service ethos’ which is fundamental to the industry - this means you must ask for, request 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 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. Class Activity 1 – Demonstration Trainer demonstrates to trainees how to request proof of age from a person. Class Activity 2 – Practical Trainer: Provides opportunities for trainees to practice requesting evidence of age from others. Gives guidance and feedback on their attempts.

Request proof of age Checks on evidence of age documents should include: Verify it is an acceptable form of document Check no tampering with the document Be alert to people using ID of others ID date of birth and calculate their age Compare person who provided the document with the photo on the item – are they the same person? At the same time check to determine person is not drunk Trainer identifies to trainees the actions they should take when checking proof of age which has been provided to them by a person to make sure the holder is the rightful holder, and they are of legal drinking age: 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/ink 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): 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/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/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/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/service on this basis. Class Activity – Demonstration Trainer demonstrates to trainees how to: ‘Check and chat’ with person to verify their evidence of age document Inspect several examples of proof of age documents.

Request proof of age If you find someone has provided you with a false evidence of age document: Follow legal obligations – if they exist Adhere to house policy: Seize the document Notify Authorities There may be a legal ban on seizing suspected or actual false driving licences Trainer advises trainees options available for dealing with persons who provide false evidence of age documents: Follow the legal directives which apply in this regard – if, indeed, there are any legal requirements 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. Trainer highlights there may be a requirement certain documents (such as driver’s licence) cannot be seized when suspected of being – or known to be – false.

Summary – Element 1 When maintaining a responsible drinking environment within a licensed environment: Understand all relevant liquor licensing legislation Know terms and conditions of your liquor licence Know who should be refused service of liquor and circumstances under which this refusal applies Monitor behaviour and drinking of patrons on an ongoing basis (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 1 Give people warnings 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 Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Prepare and serve standard drinks
Performance Criteria for this Element are: 2.1 Prepare and serve standard drinks 2.2 Decline request for drinks that exceed standard limits politely and advise reasons 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 Trainer identifies for students the Performance Criteria for this Element, as listed on the slide. Class Activity – General discussion Trainer leads a general class discussion on student experience and knowledge about licensed premises by asking questions such as: What is a standard drink? Why is it useful, from an RSA perspective, to have a definition of a standard drink? What are examples of a standard drink? Why do you think requests for non-standard drinks should be refused? Why is it important for bar and waiting staff to be able to provide customers with advice on alcoholic beverages?

A ‘standard drink’: Contains a standard amount of alcohol measured in ‘grams of pure alcohol’ Standard drinks range from grams of pure alcohol per drink Our definition = an alcoholic drink containing 10 grams of pure alcohol per drink Trainer introduces concept of ‘standard rink’ stating: 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 we will define a standard drink as one containing 10 grams of pure alcohol (which is a commonly used definition).

Examples of a ‘standard drink’: One 285 ml beer (5% alc/vol) One 60 ml fortified wine (18% alc/vol) One 30 ml serve of spirits (40% alc/vol) 100 ml of wine (12% alc/vol) Trainer provides examples of standard drinks: 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. Trainer tells trainees ‘standard drink’ information is often contained on labels of bottles and cans of alcohol as a guide to patrons.

Points to note about alcohol consumption and processing: There is a relationship between time taken to consume alcohol and its effect on the body The body processes alcohol (generally) at the rate of 1 standard drink per hour – which varies depending on: Gender Size Health Age (Continued) Trainer advises trainees they can determine the general level of intoxication of customers by monitoring their consumption of standard drinks providing the following information regarding alcohol consumption and processing by patrons: 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 it the alcohol 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

Alcohol enters bloodstream quicker if there is no food in the stomach Medications can interact with and increase the effect of alcohol Alcohol can stay in people’s system for hours Alcohol is processed by the body at the (approximate) rate of 1 standard drink per hour (Continued) Trainer continues providing trainees with information about alcohol consumption and processing: 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)

Alcohol is absorbed into bloodstream and pumped around the body When alcohol reaches brain it starts to take effect Once consumed, only the passage of time will remove alcohol from the bloodstream – the following may create the ‘illusion of sobriety’ but will not impact the amount of alcohol in the system: Vomiting Drinking black coffee Taking a shower Trainer continues providing trainees with information about alcohol consumption/processing: After alcohol has been consumed it makes its way 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 drinking of alcohol guidelines: Males: 4 standard drinks per day Females: 2 standard drinks per day Zero alcohol for pregnant women No ‘stockpiling’ of drinks Two alcohol-free days per week Trainer advises trainees of responsible drinking of alcohol guidelines which have been developed by medical authorities across the world: 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 and should not 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.

To ensure only standard drinks are prepared and served: Develop and adhere to House Recipes Refuse orders for non-standard drinks Use signs to notify public of House Policy Do not have ‘double measures’ behind the bar (Continued) Trainer gives information to trainees to help 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 prescribes/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/boards Remove measures from behind the bar which will measure double shots – leaving only full shot and half-shot measures. Class Activity – Handouts Trainer develops several examples of House Recipes for Cocktails and Mixed Drinks, and: Distributes them to trainees Discusses the format Discusses ingredients and volumes Highlights benefits of using them – costs controlled; standard product produced every time; assists with controlling customer intoxication.

Refuse requests to add extra liquor to drinks Attend internal workplace RSA training Ban: Service of doubles Drinks with unknown amount of liquor in them Free-pouring Trainer continues to give information to trainees to help ensure only standard drinks are prepared and served: 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).

Decline requests for drinks exceeding standard drinks
All requests for drinks which exceed standard drink guidelines must be refused: Politely Using appropriate: Non-verbal communication Verbal communication Sorry Sir, I cannot accede to your request Trainer stresses to trainees when a patron places an order for a drink that exceeds standard house limits on alcohol, RSA principles require this request must be declined, but there is a ‘right’ way and a ‘wrong’ way to do this stressing the need for politeness and the application of suitable: Non-verbal communication techniques Verbal communication techniques.

When refusing non-standard drinks, non-verbal language refers to: How you say what you say Tone of voice Eye contact How you stand Trainer advises trainees when declining service of non-standard drinks 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/hold yourself – so as to: Avoid a dominant or threatening stance Demonstrate an open mind to providing an alternative.

Verbal language points to note when explaining refusal of non-standard drinks: Body language and verbal language must match Apologise Use “Please” and “Thank you” (Continued) Trainer tells trainees 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 Explain reasons Apologise again Offer a suitable alternative Thank patron if they order something Respond appropriately if customer is upset or angry Trainer continues telling trainees when explaining the refusal critical verbal language points to note are: 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 or 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.

Possible reasons a venue may refuse to serve non- standard drinks: Venue supports local agreement Venue wants to prevent patrons becoming drunk Venue wants to protect itself Venue wants to protect patrons against danger Accident and injury Legal problems Venue wants to be a responsible corporate citizen Trainer urges trainees to explain reasons for the refusal of non-standard drinks choosing from a range of possible options but ensuring the reason given is, in fact, true: 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 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: Car accidents Drink-driving charges Assaults The venue wants to be seen as a responsible citizen and believes they have a social/moral obligation to limit the alcohol intake of patrons for the benefit of the wider community. Class Activity – Demonstration Trainer demonstrates use of correct body language and verbal language when refusing to serve a requested drink exceeding standard drink parameters – see Trainee Manual for examples. Class Activity – Practical Trainer: Provides trainees with opportunity to practice refusing service of non-standard drink to patrons Observes practice and gives constructive feedback.

Provide accurate advice to customers on alcoholic beverages
It is important to be able to provide information to customers about alcoholic drinks : Ensure all advice is accurate Never guess at an answer if you do not know the answer Follow standard industry practices if you do not know the answer Trainer explain to trainees in order for them to provide high levels of customer service they must have excellent product knowledge regarding the products they have for sale highlighting: The information provided must be accurate Never guess at answers if you do not know the correct answer Follow prescribed procedures if you do not know the answer: 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. Class Activity – Demonstration Trainer shows trainees how to handle a situation where a customer has asked a question about an alcoholic product that they do not know the answer to. Class Activity – Practical Trainer provides opportunity for trainees to practice providing information to patrons about alcoholic products, including situations where they do not know the required answers. Trainer observes and provides constructive feedback.

High levels of product knowledge are necessary to: Demonstrate professionalism Optimise sales Increases patron enjoyment Recommend appropriate drinks Support responsible consumption Trainer explains to trainees the importance of ‘product knowledge’ stating it is necessary to: Demonstrate your professionalism – by showing patrons the facts and figures you know about your stock Optimise the sales you can make – comprehensive product knowledge is a fundamental requirement for making sales Increase the enjoyment of customers – by suggesting new taste experiences and drink 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.

Ways to provide service to patrons when providing advice about alcohol include: Showing them the bottle Letting them read and handle the bottle Letting them smell the product Giving them a taste – if permitted by venue Telling them about the product Trainer informs trainees advising customers should always be seen as an opportunity to provide outstanding customer service and in relation to advice about alcoholic products 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 and 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 about liquor can be gained by: Reading labels Sampling Talking to others Reading articles Visiting websites Trainer explains to trainees how they can develop their product knowledge about alcoholic products: Reading product labels – and cartons, as well as any products tags or information sheets enclosed with or attached to bottles Sampling products – observing colour, smell and taste Speaking to others – staff, customers, sales representatives Reading relevant magazine articles and books Visiting online websites of alcohol producers. Class Activity – Product research activity Trainer: Provides sample product information – information supplied by manufacturers (labels, tags, information sheets, cartons) Supplies a range of printed examples of product information – newspaper articles, text books Allows time for trainees to research websites of popular manufacturers beer and spirits) to identify the information available on their websites.

Product knowledge on liquor should address: Types of liquor: Beer Spirits Wines Liqueurs (Continued) Trainer informs trainees they should strive to develop comprehensive product knowledge on the alcohol offered for sale at their workplace and they should endeavour to find information in relation to: Types of liquor: 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.

Brand names of products Johnnie Walker Jim Beam Gordon’s Smirnoff Bacardi White Remy Martin (Continued) Trainer continues advising trainees about the elements of knowledge they should strive to develop about the liquor they sell: 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 and White as opposed to suggesting a Bushmills’ (an Irish whisky), or a Cougar (a bourbon). Class Activity – Question and Answer session Using the Brand names listed on the slide, trainer asks trainees: What type of product is it? Johnnie Walker – Scotch Jim Beam – Bourbon Gordon’s – Gin Smirnoff – Vodka Bacardi white – Rum (white) Remy Martin – Brandy What could be offered as an alternative if that brand name was unavailable?

Alcoholic strengths – of product types and brands Beer Spirits Liqueurs Table wine Fortified wine (Continued) Trainer continues advising trainees about the elements of knowledge they should strive to develop about the liquor they sell: Alcoholic strengths of each product type and individual brands: Beer – 4% – 6% alc/vol Spirits – 40% alc/vol Liqueurs – 15% – 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. Class Activity – Question and Answer session Trainer asks trainees the alcoholic strength and range of the liquor types listed on the slide. Answers are:

Appearance of products: Colour Special visual factors, where applicable Base materials or ingredients used to make products (Continued) Trainer continues advising trainees about the elements of knowledge they should strive to develop about the liquor they sell: Appearance of each product/brand/what they look like – addressing the need to know: The colour of each product/beverage 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 sizes: Beer Spirits Fortified wine Table wine – per glass; carafes Liqueurs (Continued) Trainer continues advising trainees about the elements of knowledge they should strive to develop about the liquor they sell: 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. Class Activity – Question and Answer session Trainer asks trainees what is a standard serve size for each of the items listed on the slide. Answers provided above.

Price Product uses Awards won Popularity Trainer continues advising trainees about the elements of knowledge they should strive to develop about the liquor they sell: 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 Recipes for drinks and cocktails – including details of name of drink, ingredients by volume, method of mixing or making, 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 with in the venue and externally.

Refuse service to intoxicated customers
Service needs to be refused to those who are: Drunk Disorderly Showing signs of excess alcohol consumption Behaving in an acceptable manner Banned Under-age Trainer identifies for trainees those who need to be refused service include: Drunk Disorderly – person does not have to be drunk and disorderly Showing signs of excess alcohol consumption Behaving in an unacceptable manner Banned by the venue Under-age. Class Activity – Question and Answer session Trainer asks trainees: What are indicators a person is drunk or has had too much to drink? What are examples of unacceptable behaviour? What is the legal drinking age?

When refusing service: Watch and listen to an experienced person refuse service before you attempt to do so – learn from what they say and do Practice or rehearse what you will say and do before you actually refuse service to a patron Get other staff to monitor your first few ‘refusals of service’ (Continued) Trainer presents points to note when refusing service: 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 pleas 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 refusal of service situation is unique Understand some customers will feel they have to object to being refused service Never change your mind once the decision to refuse service has been made (Continued) Trainer continues to present points to note when refusing service: 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. Class Activity – Guest Speaker Trainer arranges for an experienced person from a relevant venue to attend and: Talk about how they handle drunk customers Provide advice for identifying those who are affected by alcohol Explain legal need to comply with liquor licensing legislation Provide examples of house rules relating to liquor service and RSA Demonstrate how to refuse service Demonstrate how to switch intoxicated customer from alcoholic drink to other so they can remain on the premises.

Realise all your actions in relation to refusing service are on public show to all other patrons – you send a message to all customers when you: Refuse service or speak to a patron Allow a customer to do or say (‘get away with’) something Be respectful and polite Consider giving patrons warnings – before refusing them service Trainer continues to present points to note when refusing service: 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 behavior or language is unacceptable You/the venue will not tolerate it Realise if you ignore unacceptable behaviour or language you send a message to customers this behaviour or language really is acceptable Be respectful and polite when refusing service – do not be rude or offensive 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. Class Activity 1 – Demonstrations Trainer demonstrates the verbal and non-verbal techniques which are appropriate to use when: Providing a warning to patrons regarding their behaviour or language or drinking – and the need for them to modify what they are doing Refusing service of alcohol – but allowing them to remain on the premises Refusing service of alcohol – and requesting the person to leave the premises. Class Activity 2 – Internet research Trainer provides internet access for trainees to view the following videos (and others as identified and deemed relevant by the trainer). Trainer should: Ask trainees to view the videos, take notes and report back to the group on what they learned Lead a group discussion on the research and the videos. Videos to view may include:

Summary – Element 2 When dispensing alcoholic drinks:
Know the definition of a standard drink Only prepare drinks which meet standard drink, or house recipe, requirements Refuse service of drinks exceeding standard drink Explain reasons venue will only serve standard drinks Learn about all the alcoholic products you offer for sale Offer accurate advice to customers Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 2 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) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Ensure customers drink within appropriate limits
Performance Criteria for this Element are : Assess intoxication levels of customers Offer assistance to intoxicated customers politely Refer difficult situations to an appropriate person within the establishment Seek assistance from appropriate people for situations which pose a threat to safety or security of colleagues, customers or property Trainer identifies for trainees the Performance Criteria for this Element, as listed on the slide.

Assess intoxication level of customers
You must monitor patron intoxications levels so you can: Issue warnings Refuse service to those who are significantly affected by alcohol but who are not ‘drunk’ Determine who has to be asked to leave the premises Trainer tells trainees an important aspect of ensuring customers drink within appropriate limits is to assess the ongoing intoxication levels of customers highlighting the aim of this stage 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 who 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: Noticeable change in behaviour Intimidating manner Unacceptable standards of behaviour Annoying others (Continued) Trainer reminds trainees of the signs or indicators of intoxication highlighting individuals vary in the way they react to alcohol: Noticeable changes in behaviour of an individual Intimidating others – by looks or words or 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 Lack of concentration Making inappropriate sexual overtures Not being able to pay attention to what is being said Talking in a rambling manner (Continued) Trainer continues reminding trainees of the signs or indicators of intoxication: Having difficulty picking up change from the bar 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 Increased noise People playing ‘drinking games’ Skylarking People drinking quickly (Continued) Trainer continues reminding trainees of the signs or indicators of intoxication: Falling asleep 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 others or walls or items Swaying Staggering Spilling or knocking over drinks Having difficulty tendering money to pay for drinks (Continued) Trainer continues reminding trainees of the signs or indicators 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.

Arguing Not complying with requests Shouting or anti-social behaviour Being aggressive Pushing others Fighting Threatening to fight Trainer continues reminding trainees of the signs or indicators of intoxication: Being argumentative Refusing to comply with reasonable requests from staff or management Shouting, talking loudly or engaging in anti-social behaviour or activities Being ill tempered or aggressive Pushing others Fighting Threatening to fight. Class Activity – Guest Speaker Trainer arranges for police officer to attend and: Discuss their interpretation of a drunk customer Give tips on preventing drunkenness on licensed premises Suggest techniques for dealing with drunken patrons Describe the police role in: Responding to requests for assistance from licensed venues caused by drunks Possible charges and penalties faced by staff, the venue and customers for breaches of liquor licensing legislation.

Offer assistance to intoxicated customers politely
When customer must leave the premises: Apologise Explain Offer choices Provide physical assistance Trainer provides trainees with techniques and advice for assistance (and action) when customer must leave the premises: Apologise – for the need to ask them to leave Explain – the need for them to leave: if previous warnings to modify their behaviour/drinking/language 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 – see Class Activity (below). Class Activity – Question and Answer session Trainer asks trainees to contribute examples of the physical assistance which could be provided or offered to patrons who must leave the premises. Answers may include, but are not limited to: 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 or taxi rank Provide direction about where to go Help them retrieve items left behind the bar or in a cloak room.

Options for slowing alcohol consumption levels of customers: Slow down service – if approved by management Change to low-alcohol drink Reduce volume of alcohol per drink Suggest non-alcoholic beverage Recommend food Trainer presents trainees with options for slowing the alcohol consumption of patrons highlighting any specific (or other) House techniques must be adhered to where they apply: Slow down service to the individuals – 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.

Maintain high levels of service: Apologise Explain Suggest or recommend Thank Trainer stresses to trainees where assessment of patrons determines they are intoxicated it can be necessary for trainees to take appropriate action but this must still be done within the context of high levels of customer service, which can include (as appropriate to the individual situation): Apologising for the refusal Explaining the reason for the refusal Suggesting or recommending alternatives Thanking the patron for their understanding and co-operation.

Where customer is determined to be able to remain on the premises, assistance may include: Recommend low-alcohol product Recommend non-alcohol product Suggest food Provide free ‘nibbles’ Trainer advises trainees regarding assistance where a customer is determined to be in a condition that will allow them to remain on the premises: 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.

Refer difficult situations within the establishment
Customers may become hard to deal with in difficult situations such as: Demanding to ‘see the Manager’ Refusing to comply with requests Being abusive – verbally or physically Where others are involved in the situation Trainer states to trainee it is a fact of life some customers may become difficult when spoken to about their alcohol consumption, their language or behaviour, or when asked to leave the premises identifying difficult situations as: The customer has demanded to see the manager The customer is refusing to comply with your stated requests – to modify behaviour or language The customer has become verbally or physically abusive or threatening Other people have become involved in the situation – such as a situation which is starting to impact on other people, tables, parties.

Refer difficult situations or persons internally to someone: With experience With authority – to notify: Police External security With designated responsibility to deal with these issues Trainer identifies to trainees those who may be the appropriate internal person to refer difficult situations and customers to: Someone with experience – at handling these situations Someone 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’ Someone whose job role nominates them as the person to be involved/with responsibility for dealing with these situations.

It is not your job to: Physically throw people out of the venue Get involved in fights Put yourself in harm’s way Trainer stresses to trainees it is rarely their responsibility to become involved: In physically removing people In fighting with customers In any dangerous or threatening situation.

Appropriate person to refer to may be: Owner Manager or Duty Manager Bar manager or beverage manager Head of Department Nominated senior staff member On-site security Trainer notifies trainees 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.

When referring difficult situations: Make the decision to refer as soon as possible Advise of exact location Provide as much detail as possible about the situation Try not to let the customer know you are referring the situation Trainer provides trainees with advice/tips when referring difficult situations: 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 or 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 Warnings and or requests previously given to them Their demeanor or attitude 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/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. Class Activity – Demonstration and Practical Trainer: Demonstrates how to refer a difficult situation internally Provides opportunity for trainees to practice doing same Gives constructive feedback.

Seek assistance where there is threat to safety or security
If danger or threat arises, always respond according to house protocols: Safety of people MUST ALWAYS take priority over property, equipment or cash Choose protecting people above protecting assets Pick the greatest good for the greatest number Trainer advises trainees 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 highlighting: The safety of people – workers and customers – must always take priority over protecting physical assets and 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 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.

Internal assistance may be sought from: Owner Manager or Duty Manager Bar manager or beverage manager Head of Department Nominated senior staff member On-site security Trainer suggests to trainees where there is a threat to safety or security of people or property they may seek assistance internally from: Owner Manager or Duty manager Bar manager or Beverage manager Head of Department Nominated senior and or experienced staff member On-site security personnel.

External assistance may be sought from: Your external security provider The authorities: Police Ambulance Trainer advises external sources from which assistance may be sought where there is a risk t safety or security includes: The external security company who services you venue Police Ambulance.

When summoning internal assistance: Identify self Advise location of incident Advise type of situation Identify numbers and demeanor Explain action taken so far Trainer indicates protocols to follow when summoning internal assistance when there is a safety/security threat: Identify yourself – by name and position title 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.

Emergency Services will need certain details before they can respond: Be guided by them – answer their questions: let them lead the exchange Speak clearly and calmly Do not hang up until told to do so Trainer indicates protocols to follow when summoning external assistance when there is a safety or security threat explaining 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 – do not rush what you say: ‘slower’ is ‘quicker’ Never hang up the telephone until directed to do so.

Operators will require information such as: Location of incident Type of incident Numbers involved Other details as relevant to the individual nature of the incident Make the decision to call Emergency Services as soon as practicable – do not delay making the call once you deem it necessary. Trainer states Emergency services operator will require information such as: 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 or basis for response. Class Activity – Guest Speaker (and Role Play) Trainer arranges for an Emergency Services operator or representative to attend and: Provide advice on calling Emergency services Give examples of information they will ask for when receiving a request for assistance Discuss responses available and response times Participate in a mock call (role play) to Emergency Services from several trainees.

Summary – Element 3 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 (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 3 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 (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 3 Provide advice and information about any person or 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 Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required. Trainer thanks trainees for their attention and encourages them to apply course content as required in their workplace activities.

MANAGE RESPONSIBLE SERVICE OF ALCOHOL

Similar presentations

Presentation on theme: "MANAGE RESPONSIBLE SERVICE OF ALCOHOL"— Presentation transcript:

Similar presentations

About project

Feedback

Log in

Auth with social network:

MANAGE RESPONSIBLE SERVICE OF ALCOHOL

Similar presentations

Presentation on theme: "MANAGE RESPONSIBLE SERVICE OF ALCOHOL"— Presentation transcript:

Similar presentations

About project

Feedback