D1.HBS.CL5.03 Slide 1. Manage responsible service of alcohol This Unit comprises three Elements: 1.Maintain a responsible drinking environment within.

MANAGE RESPONSIBLE SERVICE OF ALCOHOL

D1.HBS.CL5.03

Slide 1

Manage responsible service of alcoholThis Unit comprises three Elements:

1. Maintain a responsible drinking environment within a licensed environment

2. Dispense alcoholic beverages

3. Ensure customers drink within appropriate limits

Slide 2

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

Slide 3

Maintain a responsible drinking environmentPerformance 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

Slide 4

Identify customers who should be refused serviceBasic 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

Slide 5

Identify customers who should be refused service‘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

Slide 6

Identify customers who should be refused serviceLicensed premises may include:

Hotels

Restaurants

Bars

Night clubs

Gaming venues

Bottle shops

Slide 7

Identify customers who should be refused serviceRefusal 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

Slide 8

Identify customers who should be refused serviceThose 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

Slide 9

Identify customers who should be refused serviceWays 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

Slide 10

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)

Slide 11

Apply relevant standards and requirements to the service of alcohol 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

Slide 12


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

Slide 13

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

Slide 14


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

Slide 15


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)

Slide 16

Apply relevant standards and requirements to the service of alcohol 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

Slide 17

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

Slide 18


Being courteous at this stage means:

Apologising for the need to explain things

Using customer’s name

Using polite and respectful language

Being assertive

Slide 19


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’

Slide 20


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)

Slide 21


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)

Slide 22


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)

Slide 23


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

Slide 24

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

Slide 25


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

Slide 26


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

Slide 27


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

Slide 28


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

Slide 29

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 on-going basis

(Continued)

Slide 30


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

Slide 31

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

Slide 32


A ‘standard drink’:

Contains a standard amount of alcohol measured in ‘grams of pure alcohol’

Standard drinks range from 7 - 14 grams of pure alcohol per drink

Our definition = an alcoholic drink containing 10 grams of pure alcohol per drink

Slide 33


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)

Slide 34


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)

Slide 35


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)

Slide 36


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

Slide 37


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

Slide 38


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)

Slide 39


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

Slide 40

Decline requests for drinks exceeding standard drinksAll requests for drinks which exceed standard drink guidelines must be refused:

Politely

Using appropriate:

• Non-verbal communication

• Verbal communication

Slide 41

Sorry Sir, I cannot accede

to your request

Decline requests for drinks exceeding standard drinksWhen refusing non-standard drinks, non-verbal language refers to:

How you say what you say

Tone of voice

Eye contact

How you stand

Slide 42

Decline requests for drinks exceeding standard drinksVerbal 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)

Slide 43

Decline requests for drinks exceeding standard drinks Be respectful

Explain reasons

Apologise again

Offer a suitable alternative

Thank patron if they order something

Respond appropriately if customer is upset or angry

Slide 44

Decline requests for drinks exceeding standard drinksPossible 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

Slide 45

Provide accurate advice to customers on alcoholic beveragesIt 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

Slide 46

Provide accurate advice to customers on alcoholic beveragesHigh levels of product knowledge are necessary to:

Demonstrate professionalism

Optimise sales

Increases patron enjoyment

Recommend appropriate drinks

Support responsible consumption

Slide 47

Provide accurate advice to customers on alcoholic beveragesWays 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

Slide 48

Provide accurate advice to customers on alcoholic beveragesProduct knowledge about liquor can be gained by:

Reading labels

Sampling

Talking to others

Reading articles

Visiting websites

Slide 49

Provide accurate advice to customers on alcoholic beveragesProduct knowledge on liquor should address:

Types of liquor:

• Beer

• Spirits

• Wines

• Liqueurs

(Continued)

Slide 50

Provide accurate advice to customers on alcoholic beverages Brand names of products

• Johnnie Walker

• Jim Beam

• Gordon’s

• Smirnoff

• Bacardi White

• Remy Martin

(Continued)

Slide 51

Provide accurate advice to customers on alcoholic beverages Alcoholic strengths – of product types and brands

• Beer

• Spirits

• Liqueurs

• Table wine

• Fortified wine

(Continued)

Slide 52

Provide accurate advice to customers on alcoholic beverages Appearance of products:

• Colour

• Special visual factors, where applicable

Base materials or ingredients used to make products

(Continued)

Slide 53

Provide accurate advice to customers on alcoholic beverages Serve sizes:

• Beer

• Spirits

• Fortified wine

• Table wine – per glass; carafes

• Liqueurs

(Continued)

Slide 54

Provide accurate advice to customers on alcoholic beverages Price

Product uses

Awards won

Popularity

Slide 55

Refuse service to intoxicated customersService needs to be refused to those who are:

Drunk

Disorderly

Showing signs of excess alcohol consumption

Behaving in an acceptable manner

Banned

Under-age

Slide 56

Refuse service to intoxicated customersWhen 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)

Slide 57

Refuse service to intoxicated customers 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)

Slide 58

Refuse service to intoxicated customers 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

Slide 59


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

Slide 60


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)

Slide 61

Ensure customers drink within appropriate limitsPerformance 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

Slide 62

Assess intoxication level of customersYou 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

Slide 63

Assess intoxication level of customersSigns of intoxication:

Noticeable change in behaviour

Intimidating manner

Unacceptable standards of behaviour

Annoying others

(Continued)

Slide 64

Assess intoxication level of customers 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)

Slide 65

Assess intoxication level of customers Falling asleep

Increased noise

People playing ‘drinking games’

Skylarking

People drinking quickly

(Continued)

Slide 66

Assess intoxication level of customers Bumping into others or walls or items

Swaying

Staggering

Spilling or knocking over drinks

Having difficulty tendering money to pay for drinks

(Continued)

Slide 67

Assess intoxication level of customers Arguing

Not complying with requests

Shouting or anti-social behaviour

Being aggressive

Pushing others

Fighting

Threatening to fight

Slide 68

Offer assistance to intoxicated customers politelyWhen customer must leave the premises:

Apologise

Explain

Offer choices

Provide physical assistance

Slide 69

Assess intoxication level of customersOptions 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

Slide 70

Offer assistance to intoxicated customers politelyMaintain high levels of service:

Apologise

Explain

Suggest or recommend

Thank

Slide 71

Offer assistance to intoxicated customers politelyWhere 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’

Slide 72

Refer difficult situations within the establishmentCustomers 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

Slide 73

Refer difficult situations within the establishmentRefer difficult situations or persons internally to someone:

With experience

With authority – to notify:

• Police

• External security

With designated responsibility to deal with these issues

Slide 74

Refer difficult situations within the establishmentIt is not your job to:

Physically throw people out of the venue

Get involved in fights

Put yourself in harm’s way

Slide 75

Refer difficult situations within the establishmentAppropriate 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

Slide 76

Refer difficult situations within the establishmentWhen 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

Slide 77

Seek assistance where there is threat to safety or securityIf 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

Slide 78

Seek assistance where there is threat to safety or securityInternal 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

Slide 79

Seek assistance where there is threat to safety or securityExternal assistance may be sought from:

Your external security provider

The authorities:

• Police

• Ambulance

Slide 80

Seek assistance where there is threat to safety or securityWhen summoning internal assistance:

Identify self

Advise location of incident

Advise type of situation

Identify numbers and demeanor

Explain action taken so far

Slide 81

Seek assistance where there is threat to safety or securityEmergency 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

Slide 82

Seek assistance where there is threat to safety or securityOperators 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.

Slide 83


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)

Slide 84


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)

Slide 85


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

Slide 86

D1.HBS.CL5.03 Slide 1. Manage responsible service of alcohol This Unit comprises three Elements: 1.Maintain a responsible drinking environment within.

Documents

service slide

service refusal of service

licence slide

supervisor slide

time slide

liquor service

responsible service

service licensed premises