Do’s of service refusal –
Do be polite and avoid value judgements. Use tact – politely inform the patron you will not serve them any more alcohol.Do point to posters/signs behind the liquor service point to reinforce your decision.Do explain the reason for refusal of service (e.g. showing signs of being unduly intoxicated).Do offer (if appropriate) non-alcoholic beverages instead, or to phone a taxi or a friend to drive them home. It is harder to get angry with someone offering to do something for you.Do make sure that they leave the premises safely and that they do not hang around outside.Do enter incidents relating to refusal of service in a log book, especially those involving threats or aggression.Do advise management and other bar staff that the person has been refused service to ensure they are not served liquor by someone else.
Contents
- 0.1 What is a good practice when refusing alcohol?
- 0.2 Which is the better thing to say when refusing service?
- 0.3 When refusing service you should be aware of your body language and be assertive?
- 0.4 What is a polite word to refuse?
- 1 How do you tell a customer no more alcohol?
- 2 How do you refuse a drunk customer?
- 3 How do you politely cut someone off from drinking?
What is a good practice when refusing alcohol?
Confidently but politely inform the patron that you can no longer serve them alcohol. ARS ALCOHOL BEVERAGE SERVICES TAXI Ask them if they would like a non-alcoholic drink instead. Keep a written record of the incident once the patron has been safely removed from the premises.
Which is the better thing to say when refusing service?
It is important to always be respectful and polite. Diffuse the situation by blaming refusal on the law. Explain to the customer that you do not have a choice. You could say ‘ Your behaviour is indicating signs of intoxication, Due to the law, I’m not able to serve you any more alcohol.
When refusing service you should be aware of your body language and be assertive?
Avoid getting aggressive. Use open body language such as showing open palms and keeping a passive attitude. Never put the person down (eg by calling them a drunk or waving a finger at them). refusal forever.
What is a polite word to refuse?
Declining an offer or invite –
- I appreciate the offer/invite, but I can’t commit.
- I’m honored by the offer/invites, but can’t.
- I’m flattered you considered me, but unfortunately I’ll have to pass this time.
- I appreciate the offer/invite, but I am completely booked.
- Thank you for thinking of me, but I can’t.
How do you tell a customer no more alcohol?
Politely refuse service. You can wait until the customer orders if they do not appear to be a danger to themselves or others. Don’t make judgmental statements like, ‘You’re drunk.’ Be courteous but firm about refusing to serve the customer any more alcohol and walk away.
What are three 3 strategies to prevent intoxication?
Strategies to prevent intoxication Strategies include monitoring, offering alternatives and implementing restrictions on the service of alcohol. Monitoring can include:
employing responsible service of alcohol (RSA) marshals to monitor patrons and consumption levels and alert other staff when necessary conducting high visibility security patrols to deter people who are approaching intoxication from entering or loitering incorporating RSA style messages in venue advertising and promotions to reinforce to patrons that intoxication and associated behaviour is not tolerated ensuring any liquor promotions comply with the NSW liquor laws, and in particular, guidelines issued by the Director-General Communities NSW for liquor promotions.
Offering alternatives including:
low-alcohol drinks, non-alcoholic drinks mandatory free water having quality food available promoting food, low-alcohol and non-alcoholic drinks discounted food and soft drinks for patrons at risk of becoming intoxicated.
Implementing restrictions including:
limiting the types of alcohol available, particularly late at night; for example restricting the sale of shots and high strength ‘ready-to-drink’ beverages (RTDs) implementing voluntary entry provisions, such as a curfew, particularly on busy nights limiting the number of drinks that can be purchased at one time, particularly for large venues where patrons can be regularly buying drinks for others who may be drunk waiting for patrons to re-order their drinks, rather than topping them up.
: Strategies to prevent intoxication
What are the 4 rules of assertiveness?
The basic assertiveness formula has four steps: (1) the situation, (2) the feeling, (3) the explanation, and (4) the request. Another way of stating the formula is (1) here’s what happened, (2) here’s how I feel about it, (3) here’s why I feel that way, so (4) here’s what I want. Occasionally there is a fifth element, the consequence.
What are the 3 C’s of assertive communication?
3 Cs: Confident, Clear, Controlled Confident: You believe in your ability to handle the situation and are composed. Clear: The message is easy to understand and is not exaggerated. Controlled: You are ‘tracking’ the other person and modulate yourself if necessary.
How do you refuse a drunk customer?
Do’s of service refusal –
Do be polite and avoid value judgements. Use tact – politely inform the patron you will not serve them any more alcohol.Do point to posters/signs behind the liquor service point to reinforce your decision.Do explain the reason for refusal of service (e.g. showing signs of being unduly intoxicated).Do offer (if appropriate) non-alcoholic beverages instead, or to phone a taxi or a friend to drive them home. It is harder to get angry with someone offering to do something for you.Do make sure that they leave the premises safely and that they do not hang around outside.Do enter incidents relating to refusal of service in a log book, especially those involving threats or aggression.Do advise management and other bar staff that the person has been refused service to ensure they are not served liquor by someone else.
How do you politely cut someone off from drinking?
How do I cut someone off? – If one of your guests is at or close to the point of alcohol intoxication, it is important to prevent them from drinking any more alcohol. Here are a few tips to help you refuse alcohol service to a guest without conflict:
Avoid confrontation. Speak to the intoxicated individual privately and avoid embarrassing them in front of their friends. Treat the guest with respect. Suggest food or other non-alcoholic alternatives in a friendly manner. Do not argue, but don’t back down either. Once you inform the guest that they are cut-off, do not waver from that decision. Calmly state the reason why you can no longer serve them alcoholic drinks. Let the guest know that your house rules and the law do not permit you to serve them any more alcohol. Do not be rude or act superior. Get your point across in a calm and friendly manner. Listen and acknowledge the guest’s frustration. Be respectful when talking to them, but clear that you cannot serve any more alcohol. Monitor the guest who has been refused service. Always advise the host or other serving staff that a guest has been refused service. Make sure that friends are not providing him/her with alcohol.
(adapted from October 2006 Smart Serve newsletter) Related Links
How to Handle Intoxicated Guests.