Mason Delacroix
Refusing alcohol to an intoxicated person is a challenging but necessary task for bartenders and servers. It can be uncomfortable, awkward, and even dangerous. However, it is crucial to ensure the safety and well-being of patrons and to abide by the Responsible Service of Alcohol (RSA) legislation. To navigate this situation effectively, it is essential to be aware of the signs of intoxication, such as behavioural changes and the strong smell of alcohol. Early intervention is key, and it is advisable to inform patrons subtly and tactfully that they will be refused service if their behaviour deteriorates. Offering non-alcoholic drinks, providing alternatives such as water or mocktails, and assisting with transportation are recommended strategies to handle this situation with sensitivity and firmness.
| Characteristics | Values |
|---|---|
| Know the law | In Australia, each state has its own Responsible Service of Alcohol (RSA) legislation. |
| Know your company's policy | Understand your venue's refusal to serve alcohol policy. |
| Be aware | Keep an eye on patrons and be aware of their level of intoxication. |
| Early intervention | Subtly and tactfully inform intoxicated patrons that they will be refused service if their behaviour deteriorates. |
| Seek assistance | Before approaching an intoxicated patron, seek approval and assistance from your manager and security staff. |
| Be confident | As long as your reasons for refusing service are not discriminatory, stand by your decision. |
| Be polite | Do not insult the patron by calling them a "drunk". Politely inform them that their actions are unacceptable. |
| Offer alternatives | Provide non-alcoholic drinks, or ask if they would like you to call a friend or taxi. |
| Be firm | Do not give in to begging or bargaining. |
| Be calm | Speak in a calm, cool, and collected way. |
| Be clear | Make it clear that you will not be serving any more alcohol. |
| Be friendly | The friendlier you are, the less likely the patron is to get angry and aggressive. |
| Be respectful | Maintain a polite, firm approach when dealing with intoxicated customers. |
| Log incidents | Keep a record of each service refusal incident, especially if threats or aggression are involved. |
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What You'll Learn
Intervene early
Intervening early is key to refusing alcohol to an intoxicated person. It is important to be aware of your surroundings and to keep an eye on patrons who are approaching intoxication. It is the responsibility of the staff serving alcohol to ensure the safety of their patrons and to abide by their state's Responsible Service of Alcohol (RSA) legislation. If an intoxicated patron is allowed to continue drinking, the licensed premises and its staff may face legal consequences.
If you notice a patron becoming intoxicated, it is best to inform them subtly and tactfully that they will be refused service if their behaviour deteriorates further. You can also bring them some water or suggest non-alcoholic alternatives. It is important to be friendly and supportive to reduce the chances of the patron becoming angry or aggressive. If you are a manager, it is crucial to support your staff in refusing service to intoxicated patrons. Overruling their decision can increase the risk of penalties and endanger the patron's safety.
As a server, it is also essential to know the signs of intoxication. These include behavioural changes, a strong smell of alcohol, and impaired coordination or speech. If you suspect a patron is intoxicated, you can modify your behaviour to discourage them from ordering more drinks. For example, you can turn away from them, restock shelves, or politely inform them that they seem to have had enough.
Overall, early intervention is crucial to refusing alcohol to an intoxicated person. It helps to create a safe environment for everyone involved and reduces the risk of legal consequences. By intervening early, you can also de-escalate situations and prevent them from becoming aggressive or violent.
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Seek assistance from colleagues
Seeking assistance from colleagues is a crucial aspect of refusing alcohol to an intoxicated person. Here are some detailed instructions on how to involve your colleagues effectively:
Involving Management and Security Staff:
Firstly, it is important to involve your manager or supervisor before approaching an intoxicated patron. They can provide guidance and ensure you are supported if anything goes wrong. Managers should always support their staff's decision to refuse service to an intoxicated patron, as overruling this decision can increase the risk of penalties and put the licensee at risk. The manager's presence can also help de-escalate the situation and provide guidance on handling intoxicated customers.
Training and Role-Playing Scenarios:
To empower staff, include role-playing scenarios in your initial front-of-house training. This helps staff practice refusing service and reinforces your establishment's values and methods of dealing with drunk customers. Staff should feel confident in their ability to refuse service and know they can always seek managerial support if needed.
Consistent Messaging and Policies:
Establish clear and consistent policies on refusing service to intoxicated patrons. This ensures that all staff members deliver a unified message that patrons can understand. Licensees may have a written policy as part of their risk-assessed management plan, providing staff with a clear understanding of their responsibilities.
Involving Other Patrons or Friends:
If the intoxicated individual is with a group or friends, consider engaging with them. Their friends may be able to help sway the intoxicated person into slowing down or switching to non-alcoholic drinks. It can be beneficial to have friends talk to the intoxicated person instead of only the bartender, as this may lead to better cooperation.
Contacting Authorities:
In some cases, particularly if the patron becomes disorderly or threatening, it may be necessary to contact the local police department for assistance. This is especially important if the patron refuses to leave the premises, as it is against the law for a drunk person to remain on licensed premises. The licensee must ensure that the intoxicated person is closely watched and has no further access to alcohol.
Remember, seeking assistance from colleagues is a crucial step in refusing alcohol to an intoxicated person. By involving management, security, and other patrons, you can ensure the safety of everyone involved and maintain a responsible and respectful environment.
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Don't delay refusal
If you decide that a customer has had enough alcohol, don't delay your decision to refuse serving them more. It's important to act quickly and not let them finish their drink, hoping they will leave of their own accord or giving them "one last drink". This is not compliant with RSA legislation and you could be held legally accountable. It is also an offence under the Liquor Act to allow an intoxicated person to consume liquor on licensed premises.
If you're unsure whether a customer is intoxicated, there are some key signs to look out for. These include a strong smell of alcohol, behavioural changes, and slurred speech. If you're still unsure, you can try striking up a conversation with them or observing them for a while.
Once you've decided to refuse service, be clear and firm in your refusal. You might say something like, "I can't serve you any more alcohol, but I can offer you a non-alcoholic drink or help you get home." It's important to remain polite and professional, even if the customer becomes agitated or aggressive.
If you're a manager, it's important to support your staff when they refuse service to an intoxicated customer. Overruling their decision can increase the chance that the customer will be served alcohol or become more intoxicated. It also increases the risk of severe sanctions against the venue and its staff.
Finally, remember that refusing service to an intoxicated customer is not only your right but also your responsibility. By taking prompt action and refusing service in a polite and firm manner, you can help ensure the safety and well-being of your customers.
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Offer non-alcoholic drinks
Offering non-alcoholic drinks is a great way to refuse alcohol to an intoxicated person. It is a simple yet effective strategy that can help de-escalate the situation and ensure the person's safety. Here are some ways to implement this approach:
Suggest Alternative Drinks
When refusing to serve alcohol to an intoxicated person, offer them a non-alcoholic alternative. Suggest something refreshing like water, juice, or a soft drink. You could even offer to make them a non-alcoholic cocktail or mocktail. This approach can help satisfy the person's thirst and may even distract them from their original request for alcohol.
Pair Alcoholic Drinks with Food
If you notice a customer is becoming intoxicated, offer them some food to slow down their alcohol consumption. You could say something like, "I can serve you this drink, but before I can serve you another, I'll need you to order something to eat." This approach gives the person a chance to consume something other than alcohol and may help them feel fuller, reducing their desire for more drinks.
Offer Coffee or Tea
Caffeinated beverages like coffee or tea can be offered as an alternative to alcohol. These drinks can provide a boost of energy and may help the person feel more alert and sober. Just be mindful that too much caffeine can also impair judgment, so encourage water alongside.
Encourage Hydration
Intoxicated individuals often become dehydrated, so encourage them to drink water by offering a glass or bottle. You could say, "Here's some water to help you rehydrate. Alcohol can be dehydrating, so it's important to stay hydrated." This approach demonstrates care for the person's well-being and can help them feel better, potentially reducing their desire for more alcohol.
Provide a Sobering-Up Strategy
If the intoxicated person is planning to leave the premises, offer them a non-alcoholic drink to help them sober up before their journey. This could be a cup of coffee or tea, or even a glass of cold water to help them feel more alert. You could also suggest that they wait for a friend or spouse to pick them up or accompany them home.
Remember, when offering non-alcoholic drinks, it is important to remain friendly and supportive. Ensure that you do not call the patron a "drunk" and always warn them politely that their behaviour is unacceptable. By offering alternatives, you can refuse alcohol service while still providing hospitality and ensuring the person's safety.
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Ensure the patron leaves
Ensuring that an intoxicated patron leaves the premises is a crucial step in refusing service. It is important to remember that intoxicated patrons can become agitated, aggressive, or even violent when refused service. Here are some steps to ensure they leave:
Be Firm and Clear
When refusing service, be clear and firm with the patron. Let them know that you will not be serving them any more alcohol, and stick to your decision. Do not give in to their pleas for "just one more drink." You can politely but firmly say something like, "I won't be serving you any more alcohol tonight, but you are welcome to come back tomorrow."
Offer Assistance
Offer to call a friend or a taxi to get them home safely. You can also suggest that they wait for a friend or spouse to collect them. The friendlier and more supportive you are, the less likely they are to become aggressive.
Monitor Their Departure
Ensure that the intoxicated patron leaves within a reasonable period. Do not allow them to stick around or hang out with friends who may be ordering more alcohol. Help them get into the taxi or Uber you called for them, or make sure that their friends or family are taking care of them.
Inform Management and Staff
Keep management and other staff members informed of your decision to refuse service. This ensures that the patron is not served by someone else and that everyone is on the same page.
Follow Procedures
Each establishment may have its own procedures for dealing with intoxicated patrons. Familiarize yourself with these procedures and follow them to ensure the safety of the patron and the staff.
Document the Incident
Keep a log book or incident report to record the details of the refusal of service. Note the time, reason for refusal, what was said, any aggression or threats, and how the situation was resolved. This documentation can be crucial if any issues arise later.
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Frequently asked questions
Some signs of intoxication include a strong smell of alcohol, loud or obnoxious behaviour, and changes in behaviour.
It is important to be aware of the relevant laws and policies that govern the serving of alcohol in your area. Be polite, professional, and firm. Let the patron know that they will not be served any more alcohol, and offer them a non-alcoholic drink instead. If appropriate, offer to call them a taxi or a friend to take them home.
If the situation escalates, seek assistance from your manager and security staff. If the intoxicated person refuses to leave the premises, you may be required to use reasonable force to remove them.
