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Identifying and Handling Intoxicated Guests

Here are the key points about maintaining cleanliness in the bar area: - Maintaining cleanliness and hygiene is important for food safety, customer satisfaction and the image of the establishment. Dirty areas can lead to pest and health issues. - All surfaces should be cleaned and sanitized regularly including counters, shelves, equipment, sinks, taps, ice machines etc. Spills should be cleaned immediately. - Floors should be swept and mopped daily. Garbage bins should be emptied regularly. - Proper cleaning and sanitizing products should be used as per manufacturer's instructions. - A cleaning schedule should be maintained and staff trained on cleaning procedures. Periodic deep cleaning may be required.

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80 views7 pages

Identifying and Handling Intoxicated Guests

Here are the key points about maintaining cleanliness in the bar area: - Maintaining cleanliness and hygiene is important for food safety, customer satisfaction and the image of the establishment. Dirty areas can lead to pest and health issues. - All surfaces should be cleaned and sanitized regularly including counters, shelves, equipment, sinks, taps, ice machines etc. Spills should be cleaned immediately. - Floors should be swept and mopped daily. Garbage bins should be emptied regularly. - Proper cleaning and sanitizing products should be used as per manufacturer's instructions. - A cleaning schedule should be maintained and staff trained on cleaning procedures. Periodic deep cleaning may be required.

Uploaded by

Jesairam arpon
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

BARTENDING STUDENT MODULES

Module 7 – IDENTIFY AND DEAL CUSTOMERS AFFECTED


WITH ALCHOL

LESSON 1.1 10 Ways to Identify Intoxicated Guests in Your


Bar

Sure, people often go to bars to drink, but not all drunks are happy drunks, and
they certainly aren’t safe, so it’s usually best to cut off their alcohol supply or
send people home before they get too intoxicated. Here’s a list of warning signs
so you’ll know when to take action:

 Patron is drinking fast.


 Patron is smoking two cigarettes at once — one is burning and he’s
lighting another.
 Patron is spilling drinks.
 Patron is engaging in loud, boisterous behavior.
 Patron is very quiet. Yes, you have to watch the real quiet ones, too.
 Patron is unable to pick up money or change.
 Patron is annoying your other guests.
 Patron has slurred speech.
 Patron is becoming tearful or emotional.
 Patron starts sleeping or gets drowsy.
And if the patron falls off the bar stool — it’s beyond over! Don’t let a patron get
intoxicated to this point. It’s time for the designated driver to take the patron
home, or it’s time to call a cab.
Q1. Who is responsible for the up keeping of restaurant during operational hours?

Q2. Why it is required to move the chairs from table before cleaning?

Q3. What all to be cleaned in the dining area?

Q4. Procedure to be followed for lost and found items found at dining areas?

Q5. Steps for cleaning te dining areas in hotels?

Randy F. Yu– TVET License Trainer and Accredited Assessor For Tourism Sector
BARTENDING STUDENT MODULES

LESSON 1.2 How to Handle Intoxicated Guests


Let’s face it - it’s sometimes a challenge to deal with a drunk friend or family
member; though, it’s sometimes necessary when someone insists they are
ok to drive, a fight breaks out, or a group of people are doing something
unsafe at your party. Do your best to deal with each situation without putting
yourself at risk.

 Stay calm.
 Don’t argue with the intoxicated guest.
 Don’t embarrass the guest, especially in front of other people.
 Invite the problem guest to an area away from other guests, where you
can talk.
 Deal with the situation in a calm, friendly way. Speak to the person
directly, and firmly explain that what they are doing is unacceptable at
your party.
 Listen and empathize with your guest. Acknowledge your guests anger
or frustration, but also remind them that it is your house, and you are
responsible for their safety and don’t want to see them get hurt.
 Point out that if they were sober they would agree that what they are
doing is a bad idea.
 If you cannot calm the guest down or convince them to stop what they
are doing, ask a friend of theirs to try.
 If you decide to ask this person to leave, remember that you are still
responsible for their safety (call a cab, get someone to drive them
home, or if the situation gets out of control – call the police).

LESSON 1.3 WHITE LIES

How to Deny alcohol service to intoxicated guests?


1. Tactfully tell guests that you care about their safety and can't serve them alcohol.

2. Do not make accusations, judge the guests or argue.

3. Suggest nonalcoholic drinks and food instead.

4. Tell your manager whenever you deny someone alcohol service.

Randy F. Yu– TVET License Trainer and Accredited Assessor For Tourism Sector
BARTENDING STUDENT MODULES

LESSON 1.4 Do's and Dont's of Handling an Intoxicated


Person
DO
 DO demonstrate concern for person’s welfare. Talk in a calm, non-
judgmental voice in order to reassure him/her.
 DO find out what the person was drinking, how much, over what time
period, and if the alcohol was consumed with any other drugs or
medicines.
 DO explain what you intend to do, speaking in a clear, firm, reassuring
manner.
 DO arrange for someone to stay with a person who is vomiting.
 DO encourage the intoxicated person to lie down and sleep, making sure
to lie on his/her side. This prevents accidental death by choking should
he/she begin to vomit. Be sure to check the person every 30 minutes for
the first two hours and then every hour to make sure they are responsive
and are breathing. If they do not respond call 911 for assistance.
Remember, a person’s BAC (Blood Alcohol Concentration) level may
continue to rise depending on how much they’ve had to drink and how
recently s/he consumed the alcohol.
 DO call for help if the person becomes uncontrollable or you sense an
impending medical emergency, UNI Public Safety 273-4000.

DON'T
 DON’T attempt to constrain the person.
 DON’T give the person any medication, even aspirin. Aspirin may irritate
the stomach lining.
 DON’T give the person food, coffee, tea, or other liquids. S/he is at risk
for choking.
 DON’T induce vomiting.
 DON’T give the person a cold shower
 DON’T assume that every intoxicated person who passes out will sleep it
off. Check his/her breathing at regular intervals. Don’t leave them alone.
 DON’T let a person operate a car, motorcycle or bicycle.
 DON’T leave him/her alone.

Randy F. Yu– TVET License Trainer and Accredited Assessor For Tourism Sector
BARTENDING STUDENT MODULES

LESSON 1.5 Dealing with Intoxicated Patrons


Have you ever had a customer slurring their speech and asking for yet
another drink? Perhaps a customer drinking and showing off, while being
loud or obnoxious inside of your business? How about someone drinking
excessive amounts of alcohol within a short period of time?

All these can be signs of intoxication. As a bar or restaurant owner, it may


seem as though intoxicated customers just come with the line of business
you are in. However, it’s how you deal with these intoxicated customers that
can make all the difference.

Here are 4 strategies to help you deal with intoxicated patrons:

1. Bring Up Food.

Suggest that they purchase a food item instead of another drink. When we
eat, it helps slow down the absorption of alcohol in the body. Also, if the
patron has an empty stomach, they will continue to get more intoxicated,
quicker.

2. Offer Water, Coffee or Tea.

Suggest having them try a different product that is non-alcoholic. This gives
them time to let the alcohol pass through the body. Offering them water or
coffee is a great alternative. If this doesn’t work, perhaps try juice or a soft
drink.

3. Try Talking to the Group.

It can be beneficial to have friends talk to an intoxicated individual instead of


a bartender. If an intoxicated individual is with a group of people, try talking
with the group members. The group may be able to help sway the
intoxicated individual into slowing down or switching to a non-alcoholic
beverage.

Randy F. Yu– TVET License Trainer and Accredited Assessor For Tourism Sector
BARTENDING STUDENT MODULES

4. Avoid the Intoxicated Patron.

Instead of relying on a drunk patron to change what they’re doing, slow


down the flow of drinks yourself. Servers or bartenders may have to avoid
that customer for longer periods of time to slow down the service of drinks.
This will give the intoxicated customer more time for the alcohol to pass
through their system.

The final step in dealing with an intoxicated customer is to refuse


service.

Refusing service can potentially lead to a heated conversation with the


customer, so it’s important to have an established policy in place stating how
your business deals with intoxicated customers. Servers and bartenders
need to know it’s acceptable to go to the manager for help when dealing
with an intoxicated customer.

When speaking with a customer about refusing them service:

 Be as friendly as possible, yet firm in your decision.


 Tell them you care about their well-being and want them to get home
safely. It is recommended that you help them find transportation home
if they do not have a way to get home safely. A cab service or third-
party app such as Lyft or Uber can make all the difference if the
intoxicated customer is drinking alone.
 It’s alright to let them know that your job or liquor license could be at
risk if you were to overserve them. Click here to learn more about
liquor liability.

If a drunk patron becomes disorderly or you feel threatened in any way,


contact your local police department for assistance. The goal is always to
keep everyone involved in this situation – and your business – safe.

Randy F. Yu– TVET License Trainer and Accredited Assessor For Tourism Sector
BARTENDING STUDENT MODULES

END OF MODULE EVALUATIONS ACTIVITY


Name : ____________________________________ Date _____________ Score______

General Instructions: Name the following tool and there uses:

1. Explain the importance of maintaining cleanliness in the bar area ?

P____________________________________________________________________
______________________________________________________________________
_______________________________________.

2. What are public areas?


____________________________________
____________________________________
____________________________________
____________________________________

3. What do mean by the following;


a) Sort
___________________________________________________________

b) Set in order ____________________________________________________

c.) Shine ________________________________________________________

d) Standardize ___________________________________________________

e) Sustain ___________________________________________________

4. Mention the 5 ways to maintain the bar clean?


_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

5. Name atlest 5 equipment used in cleaning?


________________________________
________________________________
________________________________
________________________________
________________________________

Randy F. Yu– TVET License Trainer and Accredited Assessor For Tourism Sector
BARTENDING STUDENT MODULES

Checked and Recorded by:


________________________
Mr. Randy F. Yu
Trainer

Randy F. Yu– TVET License Trainer and Accredited Assessor For Tourism Sector

Common questions

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Bartenders should handle intoxicated patrons by staying calm, providing non-judgmental empathy, suggesting alternatives like water or food, arranging safe transport, and monitoring the patron's state. They should not engage in arguments, leave the patron alone, give them medication, or provoke them. These guidelines help ensure the safety and well-being of the patron and others, while protecting the establishment .

Leaving an intoxicated person alone, particularly if they have passed out, poses significant risks such as choking on vomit if they are not placed in a recovery position, accidental injury, or death. Regular monitoring of their breathing and responsiveness is crucial as their BAC may continue to rise. Neglecting these precautions can lead to serious health emergencies and elevate the establishment's liability .

The handling of intoxicated patrons directly impacts a bar's liability and reputation because inappropriate or negligent actions can lead to legal consequences, such as lawsuits or loss of liquor licenses. Proper handling demonstrates responsibility and care, positively influencing customer perceptions and maintaining the bar's reputation for safety and customer service .

Managing the response calmly and respectfully is crucial to avoid escalating situations, as intoxicated guests can become aggressive or noncompliant if embarrassed or argued with. A calm and respectful approach helps to de-escalate tensions, protect the safety of the intoxicated person and others, and maintain a positive atmosphere in the venue. It also shows professionalism and concern for the patron's wellbeing, reducing liability risks for the establishment .

Having a policy is important because it provides clear guidelines for staff on how to handle intoxicated patrons, ensuring consistency and compliance with legal obligations. The policy should include methods for identifying intoxication, steps for refusal of service, procedures for arranging safe transport, and actions to take if a situation becomes disorderly. These measures protect the establishment from liability and ensure the safety of patrons .

Understanding the specific intake of alcohol and other substances is necessary because it allows bartenders to assess the level of impairment and potential health risks accurately. Different substances can interact adversely, increasing the chance of medical emergencies. Knowing the quantity and combination helps in making informed decisions on how to manage the individual effectively and responsibly .

Bartenders should refuse service to an intoxicated patron by being firm but friendly, emphasizing concern for the patron's well-being, and suggesting alternative options like non-alcoholic drinks. It's important to communicate this calmly and without judgment to prevent escalation. Bartenders should also inform a manager and potentially arrange for safe transport home for the patron .

Bartenders should look for various signs to identify an intoxicated patron, such as drinking fast, smoking multiple cigarettes, spilling drinks, engaging in loud or quiet behavior, being unable to pick up money, annoying other guests, having slurred speech, becoming tearful, or falling asleep. If a patron falls off the bar stool, it is a clear sign that intervention is needed .

Offering food helps manage intoxicated patrons because it slows down the absorption of alcohol in the body, reducing the rate of intoxication. Providing a food item can help sober up patrons who are drinking too much on an empty stomach, and it provides an alternative to consuming more alcohol, thereby contributing to the patron's safety and potentially diffusing a precarious situation .

Involving the intoxicated person's friends can be effective because friends might have better influence, providing social support to encourage moderation or a switch to non-alcoholic beverages. Friends are also likely to be more trusted by the individual, thus more capable of persuading them to cooperate with staff requests. This approach diffuses tension and reduces the likelihood of confrontation .

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