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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
Apply relevant standards and requirements to the service of alcohol
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
Apply relevant standards and requirements to the service of alcohol
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
Apply relevant standards and requirements to the service of alcohol
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
Explain restrictions for service
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
Explain restrictions for service
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
Explain restrictions for service
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
Explain restrictions for service
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
Explain restrictions for service
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
Explain restrictions for service
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
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
Slide 26
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
Slide 27
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
Slide 28
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
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
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
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
Prepare and serve standard drinks
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
Prepare and serve standard drinks
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
Prepare and serve standard drinks
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
Prepare and serve standard drinks
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
Prepare and serve standard drinks
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
Prepare and serve standard drinks
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
Prepare and serve standard drinks
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
Prepare and serve standard drinks
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
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
Slide 60
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)
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
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)
Slide 84
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)
Slide 85
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
Slide 86