Lena Savoie
Alcohol consumption in restaurants and bars is a highly regulated area, with owners and managers facing significant liability if they serve alcohol irresponsibly. Illegal sales to intoxicated patrons can lead to various public health harms, including traffic crashes, personal injuries, and violence. To prevent this, managers and owners should implement responsible alcohol service policies and practices, such as ensuring staff are trained to refuse sales to intoxicated customers and promoting food and non-alcoholic beverages. In addition, owners and managers should foster a responsible drinking culture by modeling behavior for their staff and guests and enforcing consumption guidelines.
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What You'll Learn
Refusing service to intoxicated customers
To effectively refuse service to intoxicated customers, staff should be able to recognise the signs of intoxication, which may include slurring of speech, stumbling, slouching, increased volume, ordering more drinks despite barely finishing their current one, or repeating themselves. It is also important to consider that some disabilities and medical conditions can exhibit similar symptoms to alcohol intoxication, so staff should be mindful of this before refusing service.
Once staff identify a potentially intoxicated customer, they should take steps to slow down service and involve a manager. The manager should monitor the situation closely and decide on the appropriate course of action, which may include offering food and water to the customer. Staff should also try to subtly modify their behaviour to discourage the customer from ordering another alcoholic beverage. This could involve bringing water, stepping away from the bar, or restocking shelves to create distance from the patron.
To empower staff to confidently refuse service, role-playing sessions during initial training can be beneficial. These sessions allow staff to practice cutting off customers and reinforce the establishment's values and preferred methods of handling drunk or disorderly customers. Additionally, regular and recurring service training can help staff stay adept at dealing with intoxicated patrons and reduce the risks associated with overservice.
Ultimately, the refusal of service to intoxicated customers is a legal requirement and a necessary step to ensure the safety of the customer, other guests, staff, and the public. It is the responsibility of the restaurant management and owners to set the tone for responsible alcohol service and provide clear guidelines and training to their staff on how to handle such situations effectively.
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Owners' responsibility and liability
As an owner, you have a legal obligation to keep your guests, staff, and the public safe from irresponsible alcohol consumption. While creating a party atmosphere to promote a good time and increase alcohol sales is perfectly acceptable, it is crucial to simultaneously commit to providing and enforcing consumption guidelines that protect guests, the establishment, and the community. Owners must be vigilant to ensure that alcohol consumption does not lead to guests becoming heavily intoxicated, as this could result in dangerous liability. Serving intoxicated guests can result in losing one's liquor license, business, and facing significant financial loss if a guest endangers themselves, another guest, a staff member, or a member of the public. Owners may also risk fines, penalties, or jail time involving criminal and/or civil liability.
The first line of defense for a restaurant or bar is the establishment owner's firm commitment to developing and expecting responsible alcohol serving practices from their staff. Owners must foster an environment with clear limitations on alcohol consumption. This includes ensuring staff are well-trained and capable of refusing service to intoxicated customers. Owners should also ensure that staff are well-versed in the new offerings, able to make recommendations, and aware of the importance of monitoring alcohol consumption.
To implement responsible alcohol service, hiring the right staff with the correct attitude is necessary. Owners should focus on mastering the hiring process and selecting staff who will carry out the operation's desired practices. As many staff as possible should be encouraged to take a national alcohol training course, such as ServSafe Alcohol or TIPS, and owners should reinforce this by regularly bringing up alcohol-related issues in pre-shift meetings and their day-to-day oversight of the business. It is also recommended that staff retake alcohol training every 2-3 years.
Additionally, altering the physical and social environment within the establishment can help reduce the harms associated with excessive alcohol consumption. This includes changing practices that promote heavy alcohol use, such as measuring all drinks (no "free pouring"), promoting food and non-alcoholic beverages, and refusing service to intoxicated customers. Owners should also ensure that written alcohol policies are in place and frequently monitored. These policies should be communicated to all staff, especially those who interact directly with customers, to ensure consistent and effective refusal of sales to intoxicated individuals.
Finally, owners should be aware of the variable drink alcohol contents served in their restaurants and ensure that customers are informed of the sizes and alcohol content of their drinks. Providing this information empowers drinkers to make informed choices and limit their consumption accordingly.
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Training for managers and staff
Manager Training:
- Responsible Beverage Service (RBS) Training: Managers should undergo comprehensive RBS training, which focuses on policy development and implementation. This training equips managers with the knowledge and skills to establish and enforce responsible alcohol service policies, such as measuring drinks instead of free pouring, promoting food and non-alcoholic options, and refusing service to intoxicated individuals.
- Policy Development and Enforcement: Managers should be trained in creating and enforcing written alcohol policies tailored to their establishment. This includes understanding legal requirements, industry best practices, and strategies for monitoring staff and customer behaviour to prevent overservice.
- Communication and Staff Training: Manager training should also emphasize the importance of effective communication with staff. Managers need to convey necessary information, such as steps to refuse service to intoxicated patrons, and ensure that staff are trained to handle such situations confidently.
Staff Training:
- National Alcohol Training Courses: All staff members, including bartenders and waitstaff, should be encouraged to take national alcohol training courses, such as ServSafe Alcohol or TIPS. These courses provide a solid foundation for responsible alcohol service practices.
- Product Knowledge and Pairings: When introducing new alcohol offerings, such as cocktails, staff should be well-versed in the art of mixology and drink pairings. They should be able to confidently recommend drink options to enhance the guest experience.
- Refusal Skills: Staff should be trained in recognizing the signs of intoxication and effectively refusing service to intoxicated customers. Role-playing scenarios can help staff practice these skills and improve their ability to handle challenging situations.
- Regular Refresher Training: To maintain a high standard of responsible alcohol service, staff should retake alcohol training courses every few years. Regular refresher training helps reinforce key concepts and ensures that staff remain vigilant in their service practices.
By investing in comprehensive training programs for both managers and staff, restaurants can promote a culture of responsible alcohol consumption, protect their guests and staff, and reduce the risks associated with excessive alcohol service.
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Alcohol-free alternatives
Non-alcoholic cocktails, or mocktails, can be made with various ingredients such as simple syrups, mixers, and fresh juices, like a virgin margarita with lime juice, orange juice, sparkling water, and lemon, or a virgin old-fashioned with herbal tea, bitters, and citrus. Some bars offer non-alcoholic versions of classic cocktails, such as a Phony Negroni, which has all the familiar flavors of its alcoholic counterpart. Bartenders can also get creative by adding bitters to classic sodas, or using non-alcoholic spirits like Seedlip, which offers a range of botanical flavors.
Non-alcoholic beer has also gained popularity, with brands like Athletic Brewing leading the way with award-winning brews that deliver on flavor. For those who prefer wine, there are non-alcoholic options that taste similar to the real thing, as well as alternatives that offer a unique drinking experience, like the tequila-inspired Notas de Agave from Seedlip, which has a refreshing, zingy taste.
Adaptogenic drinks are another type of alcohol-free alternative that has gained attention. These drinks contain plant-based ingredients like ginseng, guayusa, or schisandra berries, which are believed to help balance stress responses, moods, and energy levels. While these drinks may have potential benefits, it's important to note that research is limited, and they may not be suitable for everyone.
With the growing demand for alcohol-free options, restaurants and bars are increasingly offering a diverse range of non-alcoholic beverages, ensuring that those who choose not to drink have a variety of tasty alternatives to enjoy.
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Standardising drink sizes
To address this issue, establishments can implement standard drink sizes for different types of beverages. For example, a standard drink of beer should be 12 ounces (355 ml) of 5% alcohol by volume (ABV), while a standard drink of wine should be 5 ounces (148 ml) of 12% ABV. Standardising drink sizes helps ensure that customers are aware of the amount of alcohol they are consuming and enables them to make more informed choices.
Additionally, accurate measurement of drinks is essential. This can be achieved by eliminating "free pouring" and utilising measured pours or jiggers to ensure consistency in the amount of alcohol served. Proper training for bartenders and servers is crucial in implementing these practices effectively. Regular training sessions can help staff stay updated on responsible alcohol service practices and reinforce the importance of accurate drink measurements.
Furthermore, it is beneficial to provide clear and transparent information about drink sizes and alcohol content on menus or drink lists. This allows customers to make informed decisions and manage their consumption according to their preferences and tolerance levels. By standardising drink sizes and providing clear information, restaurants can promote responsible drinking and help prevent the negative consequences associated with excessive alcohol consumption.
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Frequently asked questions
Strategies to reduce irresponsible alcohol consumption at restaurants include implementing responsible service policies, such as training staff to refuse sales to intoxicated customers, promoting food and non-alcoholic beverages, and ensuring managers monitor staff and customers.
Irresponsible alcohol service can lead to various public health harms, including impaired driving, violence, and personal injuries. Owners may lose their liquor license, face fines or penalties, or even jail time if an intoxicated guest endangers themselves or others.
Restaurants can boost their bottom line by offering innovative alcohol programs, such as curated cocktail menus, happy hour promotions, and special events. However, it is crucial to prioritize responsible alcohol service by providing consumption guidelines, enforcing policies, and ensuring staff are adequately trained.
