TOURISM & CULINARY CENTRE

RESPONSIBLE BEVERAGE SERVICE

“IT’S OUR BUSINESS”

INTRODUCTION
The “It’s Our Business Program”, is a course about changing views of alcohol
service in the tourism/hospitality industry. The drinkers have changed. Public
attitudes have changed. What is acceptable and what is not acceptable when it comes
to alcohol has changed. People who work serving alcohol need to understand their
part in the industry’s response to this new business environment.

Hotel, restaurants, clubs and bars are looking at new plans for keeping or improving
profits with lower alcohol sales. All licensed establishments are required by law to
provide responsible alcohol service. The goal is to run a profitable business while
reducing alcohol related problems. The main concerns include over serving, service
to minors, impaired driving as well as alcohol related law suits against both servers
and licensed premises.

A PDF version of this training content is available for you to use as a reference or if
you prefer to have it available in a printed form or to review when you are not online.
When you click NEXT the page will display the PDF manual which consists of 68
pages. Depending on your browser (Chrome or Edge), you should be able to right
click on the screen to save the file to your computer or print from the next page.

IMPORTANT NOTE: if you chose to work with the PDF version you will still have
to click through and review each of the 77 Steps in the online course to reach the final
exam required to complete this training. There is a time delay on the Next button for
each page to allow time to read the training material.

LEARNING OBJECTIVES
o The program will help you to understand new approaches to alcohol sales and
service.
o Types of Licenses
o Legal Rights, responsibilities and liabilities
o You will learn how to identify and deal with minors.
o Identifying minors
o Prevention and intervention techniques
o Understand the effects of alcohol on the body, by itself and when used with
other intoxicants like cannabis
o Recognize signs of intoxication
o Recognize signs of co-use of alcohol and cannabis

The program is a responsible alcohol beverage service training program developed by

the Prince Edward Island Liquor Control Commission (PEILCC) in conjunction with
Holland College and service industry partners. The program is designed to promote
responsible alcohol service while maintaining a safe and friendly atmosphere
GETTING THE MOST FROM THE PROGRAM
Alcohol is sold at restaurants, lounges, nightclubs, clubs, conventions, special
functions, sporting events and bars. The program is designed for servers, bartenders,
door staff, security persons, golf course marshals, managers, licensees or anyone
employed in areas where alcohol is sold and served.

THE COURSE WILL COVER IDEAS AND METHODS FOR MANY

TYPES OF ESTABLISHMENTS.

o Your first goal should be to pull out the ideas that will work the best for you
and the place you work.
o Your second goal is to get to know methods that may be useful in future work
situations.
o Be creative and open minded. “How could I use this where I work?”

The program provides servers, managers and licensees with the knowledge necessary
to meet their responsibilities, including eliminating the sale and service of liquor to
minors and reducing over-consumption of alcohol by itself and in relation to other
drugs like cannabis in licensed establishments.

Remember, that your goal is to acquire information on what will work for you, your
establishment and your customers. You will also need the support of your
management. In most cases, they will have taken this course already, and they will
either have policies in place or be developing them. Talk to your supervisor so you
know your establishment’s policies and priorities.

Whether this is your first time working in the industry or if you have been working for
many years you have to serve each drink responsibly.

The Effects of Alcohol and Cannabis

Cannabis research shows that cannabis:

 o slows reaction time
o lowers your ability to focus
o lack of coordination
o increases the likelihood of motor vehicle accidents

The combination of alcohol and cannabis can increase the effects of intoxication
compared to either one on its own.

BEVERAGE SERVICE IN CHANGING TIMES

The business of selling alcohol is changing. The demographics of the customers are
directly proportional as to how much they consume. Licensed premises see it in their
bookkeeping, and in the volume and types of alcohol sold. Servers hear it in
customer’s comments. Customers talk about health issues and drinking drivers, and
then order a non-alcoholic beverage. The tourism/hospitality industry is adapting to
this environment. The trend is to place less emphasis on high volume alcohol sales
and more emphasis on responsible alcohol service. In 2018, new content was added to
the course to reflect the legalization of recreational cannabis.

Laws and regulations have expanded as a result of the legalization of recreational

cannabis. The federal and PEI governments have expanded criminal and provincial
sanctions to address the increased risk of young people, and others, with ready access
to alcohol and cannabis.

This may lead to a new wave of cases going to court, relating to incidents arising from
the co-use of alcohol and cannabis. Cases outside PEI such as in Ontario, have already
found that commercial establishments must be vigilant for both alcohol and other
intoxicants like cannabis when monitoring patrons. Legalization and resultant
legislative changes may therefore place greater scrutiny on commercial establishments
in providing responsible beverage service.

o An increasingly health conscious population is drinking less.

o costs are rising: taxes, overhead, insurance.
o the public is more aware of alcohol related problems.
o establishments and servers are increasingly being held responsible for injuries
related to intoxication.
o drinking and driving is not accepted by the public.
Module Review - Consider the following 2 questions:
What is the Responsible Beverage program?
Who needs a Responsible Beverage Certificate?
There is a Learning Journal feature built into this training course. You can use
the Learning Journal throughout this course to type in important information.
You can also copy text from the pages of content and paste it into the your
Learning Journal.

To access the Learning Journal click on the link in the top header Menu. If you
are viewing the course in full screen mode you may need to click on the
Show/Hide Menus checkbox. Clicking this checkbox allows you to toggle between
full screen viewing or showing the menus and the page content. If you would like
to have a copy of what you record in your Learning Journal click on the "Email
Journal To Me" button at the bottom of the Learning Journal pop up window.

Using the Learning Journal is optional, you can also jot your answers down on a
piece of paper.
Alcohol and the Law
Learning Objectives:
This module will help you understand your legal rights, responsibilities, and
obligations as a server, licensee or manager of a specialized establishment.

Alcohol and the Law

One important change the industry faces is an increasing number of successful
liability suits against licensed establishments. An individual is served alcohol and
then injures or kills someone while under the influence. Courts are deciding that the
people serving the alcohol share some of the blame. Settlements can be made for
large sums of money. Even when no blame is found, servers and owners have the cost
of court hearings, and additional stress and time lost.

Many factors make this a frustrating problem; however, while arguments rage over
the fairness of the whole issue, smart operators and servers are acting to reduce
risk. That is the goal. You may not be able to eliminate this risk any more than you
can eliminate the risk of a fire in your kitchen; however, you can take steps to manage
and reduce the chances of a legal suit. Fortunately, this action will also reduce the
risk of your patrons being involved in mishaps and accidents.

In addition, now that recreational cannabis is legalized, establishments will

undoubtedly face greater scrutiny in monitoring for intoxicated patrons before and
during service. Establishments will have to be more vigilant in taking into account
whether or not a patron has consumed cannabis and if so, whether they should be
served or continue to be served.

LEGAL RESPONSIBILITIES
PROVIDER’S LIABILITY

A person who serves or provides alcohol may be held responsible under common law
principles, provincial laws or a provincial civil code.

OCCUPIER’S LIABILITY

An occupier (any person who has immediate care and control of the premises and the
power to admit or exclude others) can be held liable for alcohol related injuries.

The marketing and selling of alcohol is governed by laws and regulations set by each
province or territory.

The Liquor Control Act/Regulations

PEI”s Liquor Control Act/Regulations govern the sale and service of alcohol in
licensed establishments. The Act and Regulations stipulate:
 o Requirements for obtaining a license, permit or authorization
o Application processes and the role of local government
o Operating terms and conditions such as training requirements, advertising
requirements and marketing restrictions
o Inspections and enforcement of establishments and event sites

Server’s Rights and Responsibilities

Servers have rights and responsibilities that are designed to protect themselves and the
establishment

Right to Deny Entry

o Person is intoxicated
o Person is disruptive
o Person is underage
o Premises are over capacity

Right to Remove Patrons

o Intoxicated, violent, aggressive patrons are not allowed on the premises

o If patrons become intoxicated they have a safe way home or to another place to
sober up
o Call the police if an intoxicated patron insists on driving home

By Law not to be Permitted on the Premises

o A person under 19 years of age when the license states no entry to minors
o Previously barred patrons
o Previously asked to leave patrons that return
o Belligerent patrons
o Patrons selling illegal drugs
o Intoxicated people
It is important to remember that although you are allowed to use reasonable force
when removing a guest from your premises you may be held responsible for a
foreseeable injury suffered by your guest or others because of being ejected.

PROVIDER’S LIABILITY
CASE #1

JORDAN HOUSE HOTEL LTD. V. MENOW AND HONSBERGER (1973)

The Supreme Court of Canada recognized that a tavern owner had a duty to protect
intoxicated persons from injuries that they might suffer on or off the premises.

Menow (the defendant) drank to visible intoxication and was ejected from the Jordan
House Hotel. As he walked along the highway, he was hit by a car. Menow
successfully sued the driver and the hotel. Menow, the driver and the hotel were each
held one-third at fault.

Cases following this landmark decision have placed a duty of care on

establishments. Establishments must be sure that people are not harmed when they
leave an establishment in an intoxicated state.

PROVIDER’S LIABILITY
CASE #2

HAGUE ET AL. V. BILLINGS ET AL. (1989)

The issue was whether either of the defendant taverns would be liable to the plaintiff
for the damages that happened as a result of an accident caused by an intoxicated
driver.

Billings (the defendant) killed J. Hague and seriously injured her daughter. Billings
had been served at two taverns before the accident. The staff at the Oasis Tavern
refused service after one drink when they agreed he was intoxicated. The staff at the
Ship and Shore served several drinks to the Billings party.
Action against the Oasis Tavern was dismissed. Billings and the Ship and Shore were
found equally responsible. The Hague family was awarded damages of $1,890,000.

OCCUPIER'S LIABILITY
CASE #3

ROBERTS VS. PRINCE EDWARD HOTEL & CONVENTION CENTRE INC.

(Hotel Company since Disbanded)

The foreseeability of a guest being distracted so as not to avoid a hazard formed part
of the Court’s consideration of whether the occupier’s “Duty of Care” had been met in
Roberts vs. Prince Edward Hotel & Convention Centre Inc. decided under the Prince
Edward Island Occupier’s Liability Legislation which imposed a Duty of Care.

This case involved a woman who fell from a 30 inch dais upon which the head table at
a banquet had been placed. There was found to have been a combination of a physical
hazard and a distraction here. The Court noted that “the attention of the guests would
usually be distracted by the flurry of concluding activity and conversation: as they
prepared to descend from the dais. The plaintiff was said to have been “obviously
sober” and was not an “accident seeker”.

The Hotel should have foreseen that this situation existed and taken steps to ensure the
safety of its guest. The Hotel was found liable, with no split in liability.

DUTY OF CARE
CASE #4

CORMIER VS. LECOPO LTD. & WALTON – CAP PELE,

NB
Duty of care exists not only between alcohol serving establishments and their patrons,
but also to third parties who might reasonably be expected to come into contact with
the intoxicated patrons and to whom the intoxicated patrons may pose some risk.
In this case S. Walton, by reputation a known fighter, was allowed to enter the bar
operated by Lecopo Ltd. and consume large amounts of beer and spirits becoming
intoxicated. The bar allowed Walton to leave the premises and drive his vehicle in an
intoxicated condition. As a result, he hit the club canopy and then backed into a
vehicle.

The vehicle owner and the club called the police. The defendant re-entered the club in
an effort to escape before the police arrived. He was stopped by the vehicle owner
who blocked his exit from the premises and a fight followed during which Walton
threw a chair hitting the plaintiff Cormier on the hand. Cormier was injured to the
extent that she was not able to resume her normal daily activity because of damage to
her hand

Factors Involved in the Accident

There were other factors involved in the accident. These being aside, the Court
found that:

o The plaintiff’s injuries were caused by the fault of the two defendants.
o The bar Lecopo Ltd., had knowledge of Walton’s reputation as a fighter and
knew how intoxicated he was, such that what happened, or at least the danger
of what happened, could reasonably have been anticipated or foreseen.
o The defendant S. Walton, was negligent and; therefore, liable to the Plaintiff
for the injuries sustained by the plaintiff as the chair throwing was not only
negligent, but an assault.

The Court found the defendants at fault and attributed 60% fault to Walton and a 40%
fault to Lecopo Ltd. In a settlement of approximately $162, 000

The factors at point here are:

o The bar allowed a known trouble maker to enter the bar

o The bar served the individual to the point of intoxication
o As a result of over serving the individual, they should have foreseen the danger
to other patrons
THE FOLLOWING STEPS REDUCE THE RISK OF
BREAKING THE LAW AND BEING FOUND LIABLE:
o Intoxicated patrons are not served alcohol

o Patrons are not served to intoxication

o Underage patrons are not served alcohol

o Staff are trained to watch for and be able to recognize intoxication

o Patrons are stopped from engaging in activities that are predictably harmful to
themselves or others

o Patrons are stopped from smuggling alcohol into the premises – i.e. via coats,
purses, etc.

o Be vigilant for patrons who consume cannabis to ensure they do not overdrink in
relation to their cannabis use

o Reasonable steps are taken to reduce and contain your risks

PUBLIC HEALTH SIGNIFICANCE

The transmission of disease through food and beverage can be prevented. It is up to
you, the server, owner/operator to create a positive experience for your
customer. This can be done by providing a safe and healthy environment within your
facility. A conscious effort by you and your staff to protect the health of the public is
your responsibility.

Proper practices include:

o Dress and Grooming

o Hands and Fingernails
o Personal Habits
o Appropriate Hand Washing Facilities
o Proper Hand Washing
o Working with Illness
o Cleaning and Sanitizing Work Area
o Glass/Utensil Washing and Sanitizing

POTENTIAL PROBLEM AREAS

o Avoid contaminating ice by storing ice scoop handle away from the ice.
o Ice should be transported and stored under sanitary conditions.
o Blenders must be taken apart, cleaned and sanitized often.
o Frequent hand washing is recommended.

Further information on sanitary practices in the beverage

industry is available upon request from:
Department of Health and Wellness

Environmental Health

Phone: 902-368-6414

Fax: 902-368-4121

DeptHW@[Link]
FIRE PREVENTION & FIRE SAFETY (REMINDER
CHECK LIST)
Management Checklist for Licensed Facilities: Items to be checked before opening to
the public:

EXITS

o Are there two remote exits from each floor area? Readily visible?
o Do all doors swing to outside?
o Panic hardware maintained? (No dead bolts)
o Doors open easily?
o Doors unobstructed?

AISLE

o Minimum width 24 inches?

o Lead to all exit areas?

EXIT LIGHTING & EMERGENCY LIGHTING

o Operable?
o Tested routinely?
o Light path of exits sufficiently?
o Lights non-self illuminated signs?

EXIT DISCHARGES

o All exits lead to outside areas?

o Free of storage and debris?

DECORATIONS

o Are they non-combustible?

 o Are they flame treated?

FIRE PROTECTION EQUIPMENT

o Are all fire extinguishers wall mounted not more than four feet above floor
area?
o Easily identified? (Check tags for last inspection)
o Are sprinklers 18" from all obstructions?
o Staff trained to use?

POTENTIAL SOURCES OF FIRE

o Heat, air, electricity checked?

o Kitchen, exhaust system checked and cleaned?
o Cooking and warming carts used?
o Smoking restricted?

OCCUPANTS LOAD

o Occupancy capacity permit posted from the Fire Marshal’s Office?

o Being monitored properly?
o Someone assigned to do so?
o Staff trained to evacuate?

REMODELLING

o Have any changes occurred since last inspection by Fire Marshall?

o Do changes affect means of exit?

HOUSEKEEPING

o Storage of garbage checked? (Do not store indoors)

o Blocking aisles or exits?
 o Flammable liquids in facility?
o Cleaning materials properly stored?

STAFF TRAINING

o Proper steps to take in the event of fire or other emergency?

o Someone in charge?
o Delegate authority to staff?
o Proper evacuation planned?
o Some training in extinguishers?
o Keep outside area clear for fire department?
o Staff assigned to exit areas?
o A staff member assigned to meet fire department?
o Updated training on a regular basis?

Fire Regulations and Fire Safety Contact

For Further Information on Fire Regulations and Fire Safety Contact:

The Office of the Provincial Fire Marshal

Department of Justice and Public Safety

Phone: (902) 368-4869
Fax: (902) 368-5526
publicsafety@[Link]

KNOW THE TYPE OF LICENSE YOU HOLD

The Prince Edward Island Liquor Control Commission under authority of the Liquor
Control Act and Liquor Control Act Regulations issues 15 different types of
licenses. The following is a summary of the 14 licenses which allow the service of
alcohol under specific terms and conditions and the 1 license which does not allow
alcohol service. They are:

Dining Room License

To sell liquor by the glass and beer and wine by the glass or open bottle or other
container with meals

Lounge, Club, Military Canteen, Special Premises Licenses

To sell liquor by the glass and beer and wine by the glass or open bottle or other
container, with or without meals

Tourist Home License

To sell liquor by the glass and beer and wine by the glass or open bottle or other
container, with or without meals, to registered guests of the tourist home
Caterer’s License

Holders of a Dining Room, Club or Special Premises license with an operating

kitchen are eligible to apply for a Caterer’s License. With advance approval from
the Commission the license allows for food and liquor service to locations not
covered under a liquor license

Package Sales License

May be issued to the holder of a dining room license, club license or submitted
special premises license, and authorizes the licensee to sell, to a person who has
taken a meal at the licensed premises, in an unopened package for consumption off
the licensed premises, liquor of the class, variety or brand, and in the quantity,
specified on the package sales license

Brew Pub License

The brew pub can only sell draft or bulk beer by the glass for consumption in its
adjacent, totally segregated, licensed premises and one other location which is
owned and operated by the holder of the brew pub license

Winery Licenses - Large Farm, Small Farm & Cottage

Allows for a winery retail outlet on and/or off the premises of the winery for the
display, sale, tasting and storage of alcohol

Distillers License

Allows for a distillery retail outlet on and/or off the premises of the distillery for
the display, sale, tasting and storage of alcohol

Micro-Brewery License
Allows for a brewery retail outlet on and/or off the premises of the micro-brewery
for the display, sale tasting and storage of alcohol

Ferment on Premises

To allow staff of the premise to provide customers with the ingredients,

equipment and advice they need to make their own beer, wine, cider or
coolers

Special Occasion Permits

Special Occasion Permits (SOPs) are required when an individual or organization

plans to serve alcohol at an event. The PEI Liquor Control Commission issues two
types of permits to approved applicants. In general the requirements that apply to
the holder of a liquor license are also required of a permit holder. Permits cannot
be issued to a premise which is the holder of a liquor license.

Class I Permit

Entitles the holder to give liquor away

Any person or association, whether incorporated or unincorporated, may obtain a

permit if the function is operated for purposes other than commercial or financial
gain

Event must take place in a premise owned or occupied by a school board, church,
municipality or public authority, or in respect of an event taking place on any other
premises that meets Commission approval

Class II Permit

Entitles the holder to sell liquor

Only a non-profit organization may apply

 Event must take place in a premise owned or occupied by a school board, church,
municipality or public authority, or in respect of an event taking place on any other
premises that meets Commission approval

LAW AND POLICY REQUIREMENTS

LIQUOR REGULATIONS

A summary of the Regulations are as follows, and for greater accuracy and detail
you should refer to the Liquor Control Act Regulations and Commission Policies

o All year round licenses expire on the 31st day of May of each year
o Six month licenses expire either October 31st or November 30th of each year
o Every license granted shall be a license only to the person named there-in and
for the premises specified in the license. If a change occurs, the Commission
may revoke the license and request a new application
o A licensee shall not make renovations to the licensed premises without prior
written approval by the Commission.
o All liquor sold or kept for sale by a licensee shall be purchased from or
through the Commission and shall be dispensed from the original container in
which it was purchased.
o A licensee shall not permit any liquor to be taken from or into the licensed
premise; home brewed products are not permitted in licensed premises.
o A licensee shall not permit disorderly conduct by any person in his licensed
premises.
o A licensee shall not admit more persons to his licensed premises than the
capacity established by the Fire Marshal.
o Video lottery terminals, table top video games, pool tables and other games
may be operated only in licensed lounges, clubs, military canteens and special
premises, in age restricted areas. Only video gambling machines approved by
the PEI Lottery Commission are permitted in licensed premises.
o A licensee shall NOT permit any employee to consume liquor while on duty or
during his working hours.
o A licensee shall not employ any person under19 years of age in the handling of
liquor in his licensed premises.
o A licensee shall not let or sublet any portion of his licensed premises or permit
the operation or conduct of any service provided to the public on his licensed
premises to be controlled or conducted by any other person without the
permission of the Commission.
 o All licensed premises must be vacated not later than one half-hour after the
prescribed closing hour.
o All licensees may open every day of the year at 9:00 a.m. except on Christmas
Day.
o Only dining room licensees may open on Christmas Day.
o Licensees must comply with the Public Health Act and Fire Prevention Act
o A licensee shall be in personal charge of the licensed premise or appoint a
responsible person to oversee the licensed premises during the hours liquor is
being sold or consumed in the licensed premise. All regulations which are
binding on the licensee are also binding on the person appointed to be in
charge.
o Advertising of alcoholic beverages is permitted.
o Minors are not permitted in lounges, clubs, military canteens or special
premises unless authorized by the Act, Regulations and Commission Policy
o It shall be the duty and responsibility of the licensee or person in charge to
enforce and demand such evidence as may be required to establish age to be
shown by anyone suspected of being under19 years of age before permitting
that person to enter the licensed premises.

DESIGNATED SMOKING AREAS

OUTSIDE DECKS

Subject to the Smoke-Free Places Act and Regulations an owner of a public place or
workplace or an employer at a workplace may designate an outdoor area of the public
place or workplace as a designated smoking area.

o with no patio: the designated smoking area must be 4.5m (15ft) from any
entrance & 4.5m (15ft) from fresh air intake
o where all or part of the designated area is a patio the designated area must be
2.4m (8ft) from any entrance and 4.5m (15ft) from any outdoor air intake
(includes windows).
o the above distances shall be measured from the side of the entrance or intake
that is closest to the designated smoking area

Effective September 15, 2009 smoking is not permitted on outdoor patios and decks.
However, an exception will permit patrons to smoke on the designated area of the
patio or deck after 10:00 pm. This time was chosen to coincide with restrictions in
the Liquor Control Act for minors present in a licensed area accompanied by an adult.
Therefore, smoking is permitted for patrons from 10:00 pm until the prescribed
closing time set by the PEI Liquor Control Commission.

For more information about the Smoke Free Places Act and Regulations call 1-800-
958-6400 or visit the website of Environmental
Health: [Link]/health/index.php3?number=1020688&lang=E

Alcohol Effects
Learning Objectives:
o How to recognize intoxication and the over-consumption of alcohol
o The effects of alcohol in combination with drugs, particularly cannabis
o What is blood alcohol concentration and a standard drink
o How intoxication from alcohol in conjunction with cannabis is measured

ALCOHOL EFFECTS
For centuries alcohol attracted people. Alcohol helps people relax. It eases social
tensions and changes mood and feelings. Every day, you work you serve people
alcohol, but it is a substance that many people do not understand very well. This
section shows something of what happens when alcohol and people come together.

o Alcohol is a drug that slows down the central nervous system.

o Drinks which have the same amount of alcohol will have the same effect on
the drinker.
o Alcohol acts on the brain to alter a person’s mental and physical condition.
o Blood alcohol concentration, or BAC, is a measurement of alcohol in the
blood.
o Many factors control BAC the two most important factors are “how fast”
and “how much” alcohol is consumed.
o Intoxication can occur well before major signs show.
o Being alert to small behaviour changes can help the server prevent obvious
intoxication.
Alcohol Effects Continued
A drink is a drink. Any two drinks which contain the same amount of alcohol will
have a similar effect on the drinker

12 ounces Beer 1 1/2 ounces Highball 5

ounces Wine

x 5% Alc. Vol. x 40% Alc. x 12%

Alc. Vol

= 0.6 oz. Alcohol = 0.6 oz. Alcohol = 0.6

oz. Alcohol

All contain approximately 0.6 oz of alcohol and will have equal effect on the
body.

The key to responsible alcohol service is to know when to discontinue service.

Knowing how many standard drinks have been consumed by your patrons can help
you slow down service and ensure responsible beverage service.

This is especially important considering there is no “standard drink” dosage as easily

observable with cannabis, since cannabis can be in multiple legal forms including
dried and oil products. You should therefore be mindful of standard drinks in relation
to observations of cannabis use. A patron who may have consumed cannabis may not
be able to consume as many standard drinks before becoming intoxicated, as a patron
who did not consume cannabis.

By law, no one in PEI can sell or serve alcohol to a person who is intoxicated or
apparently intoxicated. The term "apparently intoxicated" places a great deal of
responsibility on you to judge when a person is approaching intoxication or is already
intoxicated. This includes considering cannabis consumption in conjunction with
alcohol consumption.

Assess guests as they enter your establishment. Are they already showing signs of
intoxication? What factors (like their gender, weight, or age) might affect their
impairment level? Try to determine ahead of time approximately how many drinks to
serve to individual customers before discontinuing service.

BLOOD ALCOHOL CONCENTRATION

Alcohol is rapidly absorbed into the blood stream through cell walls of the stomach
and small intestine. Once in the blood alcohol spreads throughout the body reaching
the brain almost immediately.

The liver is the organ which breaks down or “metabolizes” alcohol. The liver works
slowly and at a constant rate. There are slight differences from one person to the next,
but it takes most people about an hour and twenty minutes to break down a standard
drink.

The short-term effects of alcohol on the body depend on how much alcohol you have
in your bloodstream - the “Blood Alcohol Concentration” or “BAC”. BAC levels will
depend mainly on how much has been drunk and how long the drinking has been
going on.

For example, 125 lbs (57kg) male is drinking beer. If he drinks one bottle in one hour
he might feel quite relaxed. If he drank two bottles in one hour, his judgement and
coordination would be a bit faulty. At this point, he would have a BAC of
approximately 0.05%. One more drink would put him over the legal limit - 0.08%.

BAC PROBABLE EFFECT

Impairment of muscle coordination and
0.08
driving skills; legally impaired
Clear deterioration of reaction time and
0.1
control
Vomiting often occurs, unless this level is
0.12
reached slowly
 0.15 Balance and movement are impaired
Many people lose consciousness
0.3

Measuring THC

There is no Breathalyzer like instrument for cannabis. The only way of accurately
measuring THC is conducting a blood test. Nevertheless, since commercial
establishments will not be allowed to sell or permit the consumption of cannabis on
their premises, observation will be key. The smell of cannabis is undoubtedly a sign to
vigilantly observe a particular patron’s drinking patterns. It is important to note that
use of edible forms of cannabis may leave no trace of smell.

FACTORS INFLUENCING “BAC”

The two most important factors are:

How fast alcohol is consumed.

Sipping one drink over an hour or more, will not suddenly jolt the brain. On the
other hand, gulping drinks will produce rapid intoxicating effects. Slowing the
intake of alcohol allows the body more time to remove alcohol from the
blood. The rising BAC will slow down.

The number of drinks.

Each drink adds more alcohol to the body.

OTHER FACTORS INFLUENCING “BAC”

Weight
A heavy person of normal build has more blood and water than a light person of
similar build. One drink dissolved in a large amount of water will have a lower
concentration than one drink dissolved in a smaller amount of water.

For the same number of drinks, a smaller person reaches a higher BAC than a larger
person.

Remember to judge by the lean body mass. Weight due to excess fat does not
increase the body’s ability to absorb alcohol.

Male or Female*

Women will have a higher BAC than men when drinking equal amounts of
alcohol. While this is not fully understood, one reason may be that women generally
have more fat and less water than men of the same weight.

Food Consumed

High protein, non-salty food in the stomach before drinking will slow the rate at
which alcohol is absorbed into the bloodstream. However, the impact on intoxication
is relatively minor. Eating should replace drinking alcohol to be effective in reducing
BAC.

*Refers to sex assigned at birth

INDIVIDUAL RESPONSE
Not everyone reacts to the same BAC in the same way. These factors affect an
individual’s response to alcohol.

Mood

The way a person reacts to alcohol in the system changes with mood. Nervous,
depressed, or tired moods may be accentuated by the alcohol.

Other drugs

Many other drugs interact with alcohol to increase the level of impairment. These
include antihistamines for colds, some prescription drugs, cannabis and cocaine. Also
consider changes related to cannabis consumption. A person is more likely to become
intoxicated when consuming alcohol if they have already consumed cannabis. If a
patron comes in or starts smelling like cannabis, you should consider the possibility of
intoxication.

Experience

A person who had more time drinking will be used to the effects of alcohol and have
more control. A younger or less experienced drinker will have less predictable
reactions. BAC, is determined by the amount of alcohol and is not affected by
experience. The BAC is masked as the individuals train themselves to compensate for
the effects of the intoxication, therefore impairment is not as noticeable.

ENERGY DRINKS
o Under no circumstances are bar staff to mix energy drinks with alcohol
o Remind patrons of the warning label
o Increase observation of customers mixing alcohol with energy drinks

TIME FOR THE BODY TO REMOVE THE ALCOHOL IS THE ONLY WAY TO GET
RID OF INTOXICATION

IDENTIFYING ALCOHOL / DRUG PROBLEMS

In this section, we look at the service provided by staff as they go about the business
of serving alcohol. Once again, the goal is to find what will work well in your
establishment.

You will be introduced to methods other servers have found useful. Look for ways to
either use them directly yourself or adapt them to your situation. You might want to
discuss some of these points with your supervisor or manager after the program.

The Effects of Alcohol in Combination with other Drugs

Consuming alcohol with other drugs will intensify the effects. As alcohol is a
depressant drug when combined with other depressant drugs it can slow down a
person’s central nervous system

Drugs, such as cannabis, and prescription medicines, such as cough syrups, can
increase intoxication levels significantly, making people appear more intoxicated than
they should for the amount of alcohol consumed. Driving after combining alcohol
with other drugs can substantially increase the risk of a motor vehicle accident.

Examples of possible indicators of combined alcohol and

other drug use
Symptoms and Possible Interaction involved:

Symptoms

Intensified sedation, excessive dizziness (especially older people)

Possible Interaction

Alcohol and antihistamines (cold and allergy medication)

Symptoms

Intensified sedation

Significantly slowed breathing

Cold bluish skin

Loss of consciousness

Possible Interaction

Alcoholic and narcotic pain relievers or heroin

Symptoms

Severe drowsiness

Depressed or even arrested cardiac & respiratory functions

Possible Interaction

Alcohol and sedatives or hypnotics (tranquillizers, sleeping pills)

Symptoms

Intensified impairment in concentration, perception, reaction and control

Possible Interaction

Alcohol and cannabis

Symptoms

Intensified euphoria

Sudden heart/respiratory failure

Possible Interaction

Alcohol and cocaine

Symptoms

Reduced feeling of intoxication resulting in overconsumption (binge drinking)

Reduced drowsiness due to caffeine acting as a stimulant (wide awake and drunk)

More at risk for dangerous behaviours

Possible Interaction
Alcohol and energy drinks

DETERMINING SUITABLE ALCOHOL SERVICE

One of the goals in responsible beverage service is to keep people from becoming
intoxicated. Some people go to licensed premises expecting to get drunk. You, the
server, must remember that it is against the law and a liability risk to serve
anyone who is intoxicated or to serve anyone to the point of
intoxication. Preventing intoxication among your customers requires understanding
how alcohol affects people and having procedures to check and pace service.

Whenever you work with people, it pays to be a good communicator. As we look at

how servers can prevent over-drinking, we need to examine how everything relies on
basic skills like listening to people, drawing out information, and keeping your eye on
behaviour and “body language”.

o Study a customer to discover their mood, condition and personality and

intention for the evening.
o Use this information to set the pace and tone of service.
o Make note of customers that are in a high risk condition: depressed,
approaching intoxication, aggressive, or out to get drunk

Communication skills that are useful in

determining alcohol service include:
ASSESSING CUSTOMERS
It is important to learn how to read a customer to discover mood, condition,
personality, and intention for the evening.

This allows the server to set the pace and tone of the service to avoid trouble.

This allows the server to make note of customers who are depressed, aggressive, out
to get drunk, or who are already showing signs of intoxication
LISTENING
Granted, there are many situations where listening and chatting is impossible. Places
where there is loud music, where many people are talking at once, or where people do
not want to talk are examples.

o In situations where you can hear the customer listen closely.

o In situations where you can hear the customer show you are interested in what
is being said.
o In situations where you can hear the customer make eye contact but not so
much that the customer becomes uneasy.

OBSERVING BEHAVIOUR AND NOTING BODY

LANGUAGE
In many situations, observing people and reading body language are more important
than listening. Body language is used in all communication. Without a word said, a
server can read a customer’s frame of mind, or the customer can read that the server is
weak and timid.

ASKING QUESTIONS TO CLARIFY

In some situations, servers have to make small talk with customers. This is an
opportunity to pick up information and to clarify things heard. For example, a
customer may mention another place they have come from. Asking about this may
bring to light that the customer has already been drinking.

Clues to how a customer is feeling are such things as:

▪ Loudness or quietness of the customer’s conversation and orders.

▪ Sad expressions, frowning, tone of voice.

▪ Posture, gestures.

These clues can tell a server about the condition of their customers. This means
condition in terms of:
 ▪ How much alcohol they have already had.

▪ How much the alcohol is affecting them.

▪ The mood or personality of the group or individual customers.

PREVENTING OVER SERVICE

A major challenge for a server is to provide a good time and good service without
serving to intoxication. While the atmosphere or environment of the establishment
has some function in this regard, the server has the main responsibility.

Preventing over-service depends on servers. Servers are in the best position to

estimate a patron’s intake. They handle a slow down or refusal of service assertively,
and sell low and non-alcoholic beverages and alternatives.

Elements of preventing over-service include:

o Assessing customer condition and adjusting service.

o Being alert and gathering information to guide your service.
o Rating customers as they come into your establishment and throughout their
stay.
o Working as a team to keep fellow servers informed of what is going on with all
customers.

So, how do servers know how much they can serve someone before their blood
alcohol level gets too high? On-the-job experience is one way to learn this, but staff
can sort this out much faster using a simple guideline.

PRINCIPLES TO GUIDE SERVICE

o The size of the person. Generally people can be categorized as small, medium
or large.
o Gender of the person. Females when compared to males of similar size will
have a lower alcohol capacity
STAYING UNDER THE LEGAL LIMIT
Here is a simplified formula that will keep most customers just under 0.08% BAC.

Customers that are driving will be over the legal limit if they leave at this level or
higher. Visible intoxication may or may not be evident.

If a patron has been drinking right up to the time that they leave the premises, the peak
BAC may not have been reached. A patron may leave at 0.07, but when the peak
alcohol blood level is reached, the level could be 0.09% or over the legal limit.

Large Medium Small Large Medium Small

Male Male Male Female Female Female

1st Hour 2 Drinks 2 Drinks 2 Drinks 2 Drinks l Drink 1 Drink
2nd Hour 1 ½ Drinks 1 Drink l/2 Drink ½ Drink 1 Drink ½ Drink

MEDIUM/SMALL FEMALES SHOULD TAKE A BREAK

AFTER 3RD HOUR
These figures are based on lean body weights of:

Large Male - 175 lbs/80 kg. Large Female - 150 lbs/68 kg

Medium Male - 150 lbs/68 kg. Medium Female- 125 lbs/57 kg

Small Male - l25 lbs/57 kg. Small Female - 100 lbs/45 kg

USING A SYSTEM TO DETERMINE SERVICE

Counting drinks while keeping track of times for every customer is often
impractical. A system based on your assessment of patrons and on your observations
of what they order can be used to guide your service. This system uses the colours of
traffic lights.
WORKING AS A TEAM
Relating information about the customer’s drinking situation to other staff is
important whenever a customer is near or at visible intoxication.

It will make sure back-up staff are available if needed. Other staff will know the
situation coming in.

When everyone is working together, someone may notice a development others have
missed or overlooked.

WHAT IS DATE RAPE OR ACQUAINTANCE RAPE?

Acquaintance rape or sexual assault happens when a person is forced or coerced to be
sexual with someone they know such as a friend, co-worker, neighbour, or
classmate. Date rape or sexual assault happens when a person is forced or coerced to
be sexual with someone they go out with on a date.

It is never the victim’s fault

DATE RAPE DRUGS

An increasingly popular means of committing sexual assault is through the use of
alcohol and drugs. While many different substances can be used to sexually assault,
three drugs are used most often: GHB, Ketamine, and Rohypnol. These substances
are used to assault people at clubs, at house parties, at bars, and on dates. Easily
dissolved in alcoholic drinks, soft drinks, and juices, these drugs are difficult to detect
without chemically testing the drinks. There is often no taste, no smell, and no
discolouration to alert the victim. These drugs cause dizziness, blackouts, sleepiness,
forgetfulness, immobility, and increased drunkenness. These drugs, especially when
mixed with alcohol, can be extremely harmful and may even cause coma or death.
GHB

o Usually is clear liquid form or mixed with water but can be in pill or powder
form.
o Is odourless but has a salty taste.
o Causes impaired judgment, loss of self-control, increased sexual desires,
intoxication.
o Causes amnesia, blackouts, vomiting, drowsiness, slowed breathing, slowed
heart rate, muscle spasms, seizure like activity, and coma.
o Has also gained popularity as a “club drug” for it’s euphoric and relaxing
effects – use in this instance is voluntary and recreational.

Ketamine

o Usually in a white powder form, capsules, crystals, or clear liquid.

o Is tasteless and odourless.
o Causes loss of time and identity, distorts vision, hallucinations, inability to feel
pain.
o Causes lowered breathing rate, loss of consciousness, possible paralysis.

Rohypnol
 o Looks like a white dime sized pill.
o Odourless, colorless, tasteless, dissolves quickly in drinks.
o Within 10 minutes creates a drunk like effect lasting about 8 hours.
o Causes loss of inhibition, impaired motor skills, and impaired judgment.

CLUB DRUGS
The club drugs, ecstasy and methamphetamines, are no less dangerous. While both
ecstasy and methamphetamines can create a sense of euphoria, these drugs have
serious negative side effects. Ecstasy can cause increased blood pressure, blurred
vision, paranoia, depression, memory impairment, sleep disturbances, and
confusion. Methamphetamines can cause dizziness, hallucinations, increased heart
rate and blood pressure, heart attack, stroke, death or can induce violent
behaviour. Mixing any club or date rape drug with other substances, including
alcohol, can cause dangerous interactions.

WHAT CAN BAR STAFF DO?

Bar staff are in a perfect position to help protect valued customers from such a
crime. The first line of defence is prevention.

Here is a list of things that can be done:

o Be on the look out for a customer or a group of customers, who are unknown to
you, coming into the bar. Are they moving or looking around a fair bit? Do
they seem to be there to “case the joint” instead of enjoying the venue? Are
they approaching other customers, offering to get them a drink directly from
the bar? Are they buying a drink and then bringing this drink to another
customer without the customer’s consent or knowledge? If you have
suspicions about such a customer or groups of customers, politely speak to that
customer, express your concerns cautiously and continue to keep an eye on
them.

Often this brief encounter will motivate the potential perpetrator to give up or
leave. When doing this, it is important not to interfere with a person’s civil
right to be in the bar.
 o Customers wanting more information about these drugs or in need of assistance
are encouraged to contact the PEI Rape & Sexual Crisis Centre

PEI Rape and Sexual Assault Centre

GENERAL INQUIRIES:

902-566-1864 or TOLL FREE 1-866-566-1864

Sometimes prevention is not enough to stop someone from putting these drugs into a
customer’s drink. So, while at work, if you observe a customer in your bar
experiencing any of the following symptoms, it is very important to intervene to
protect that person from any potential harm. These symptoms include:

o The customer suddenly appears very intoxicated despite the number of drinks
served
o The customer is also dizzy, disoriented and confused; is experiencing weakness
and staggering, feels simultaneously too hot and too cold and nauseous, is
having difficulty speaking and may even pass out.

If you observe any of these symptoms, (whether they are drug related or not)
here is a list of actions to take:

o Speak with the manager on duty

o Call 9-1-1
o Be aware of unaccounted people (one or more) who suddenly appear on the
scene to “rescue” or accompany the intoxicated customer from the bar
o Do not let individuals take customers from the bar unless you know the person
escorting them and you are completely confident that they will act in the
customer’s best interest (examples include a partner or a close friend of the
customer)
o If you cannot vouch for the escorting person, with the manager’s and other
staff’s assistance, have a staff person stay with the customer at all times.
o Put the customer in the “recovery position” if they have passed out by placing
the person on their side; making sure no food or vomit is in their mouth and
extending the person’s chin away from their chest.
o Never give another drug to the customer to counteract the effects of other drugs
o Never put water in the mouth of an unconscious person
o Examine the area where the customer in question had been. Collect any
container, usually a small vial that might have held the alleged drug and if
possible, the customer’s last drink. Pass these items to the police as soon as
possible.
The use of rape drugs is an ever-increasing threat to bar customers. With a balanced
game plan and attention to the possibility that rape drugs could be used in your bar,
your customers’ safety will be enhanced.

Safe Workplace
Learning Objectives
o How to demonstrate a professional environment
o Creating and implementing a house policy
o Providing a pleasant service experience
o Publicizing and marketing the RBS program
o How to implement coordinated teamwork
o Identifying and managing problem customers
o Recording incidents and sharing information
o How to intervene and deal with difficult situations
o Monitoring customer behaviour and slowing down service
o Seeking assistance and discontinuing service
o Ensuring that customers arrive home safely

RESPONSIBLE SERVICE PROCEDURES

The statements below relate to serving alcohol to customers. You may want to
incorporate some of the ideas you are not already using.

o Make sure you know the house policies on alcohol service.

o Be well informed of the non-alcoholic, low alcohol and speciality drinks
available for service. Offer non-alcohol beer, wine or alternatives. Sell
alternatives with enthusiasm.
o Take a few minutes to talk to your customers before serving them to assess their
service needs.
o Serve one drink at a time. Remove glasses before serving the next drink.
o Wait for customers to reorder. Do not encourage them to reorder when the
drink on the table is still part full.
o Slow the rate of service for borderline patrons.
o For steady customers who tend to drink too much, discuss and set a limit with
them personally.
 o Promote non-salty foods and snacks.
o Do not serve a patron previously served by a co-worker without checking with
the co-worker first.
o Watch for patrons consuming smuggled in alcohol beverages, usually
highballs.

Notes:

Click on your Learning Journal to record notes on your house policy

TECHNIQUES TO IDENTIFY AND AVOID SERVING

UNDERAGE PERSONS
Bar staff are a collection of ordinary people who have no special power of second
sight. You have nothing to gain and everything to lose by selling liquor to underage
people.

Licensees can lose their liquor license and staff can be charged and fined for
selling to underage patrons. However, the penalties for underage persons are
minimal and as a result, they are able to embark upon all manner of deceits and
enterprises to effect entry to your premises without fear of any serious
retribution. Underage persons are subject to penalties. Some are listed further in the
course.

FOR THEM, IT’S A GAME, FOR YOU IT’S A LIVELIHOOD!

The following suggestions will assist you in identifying underage persons.

The best place to stop an underage patron is at the entrance to your

premise. However, if the underage person gets by your door person, then you as a
server still have a responsibility to check an individual to ensure they are of legal age.

FOLLOW THESE SIMPLE RULES

o Only valid government issued ID with photo to be accepted.
o Check identification in a well-lit area.
 o Hold the identification in your hand so that you can check for tampering such
as:
o Thickness of card.
o Pictures cut out and replaced.
o Date of birth altered.
o Check picture against person who is presenting the card.
o Ask age and date of birth of the individual.
o Ask for full name and address to verify against card.
o You can ask the person to sign their name and verify it against
o the signature on the ID.
o Ask for additional identification as back up.

DENYING ENTRY
The Liquor Control Act and Regulations provide you, as Licensee, the right to refuse
entry of any person your premises under the following conditions:

UNDERAGE PERSON
Section 40 (3) Liquor Control Act:

“The holder of a liquor license shall not permit any person under the age of 19 years
to enter, be in, or remain in the licensed premises except as provided by the Act or
Regulations”.

INTOXICATION
Section 39 (2) Liquor Control Act:

“No person shall be in an intoxicated condition in a public place”.

CAPACITY
Section 70 (c) Liquor Control Act Regulations:

“A licensee shall not admit more persons in his licensed premises than the capacity
established and posted by the Fire Marshal’s Office”.

PERSONS PREVIOUSLY BARRED

You may refuse entry to any person you have previously barred provided you have
notified them in writing that they have been barred from the premise.

It is recommended that a licensee who experiences difficulty with persons who create
trouble in their premises or refuse to leave when asked should consider taking steps to
bar the individual from the premises.

A licensee should seek legal advice on the appropriate manner for barring persons
from their premises and action to be taken after the person is barred.

It is recommended that licensees contact the police for assistance if persons cause
trouble on the premises or return to the premises after being barred. In such instances,
licensees may wish to consider under the Trespass to Property Act having a Trespass
Order served on the person and have it also cover all licensed establishments.

PERSONS WITH QUESTIONABLE CHARACTER OR

INTENT
You may refuse entry to any persons you feel will cause problems within your
premise by reason of previous experience or current attitude of the individual.

You may also refuse entry to persons you feel may be CONDUCTING ILLEGAL
ACTIVITIES on your premises, i.e. selling drugs, soliciting for the sale or purchase
of drugs, illegal alcohol, etc.

You may refuse entry to any person CARRYING A WEAPON.

SAFETY/DRESS CODE
You may refuse entry to any person who is not dressed in an appropriate manner, i.e.
no shoes on feet, body not properly covered, etc.

You may refuse entry if you have an established, written dress code of which the
public is aware. If the patron does not meet this code, then you could

refuse entry.

PENALTIES
PENALTIES FOR THE SALE OF ALCOHOL TO MINORS AND FOR
MINORS ATTEMPTING TO ENTER OR ENTERING PREMISE

The duty charged to licensees and their employees under the Liquor Control Act is not
to sell or provide liquor to minors and not to admit minors to their premises. The
penalties for these offences are:

o Sale of alcohol to minor by an individual (employee) is:

FOR A FIRST OFFENSE, A FINE OF NOT LESS THAN $500 NOR

MORE THAN $1,250 AND FOR ANY SUBSEQUENT OFFENCE,
TO A FINE OF NOT LESS THAN $1,250 AND NOT MORE THAN
$2,500.

o The licensee will be subject to license suspension for selling liquor to minors or
allowing minor to enter their premises except as provided by the Act &
Regulations.
o A minor entering premise or falsely claiming to be over the age of 19 years to
obtain alcohol is subject to the following penalties:

A FINE OF NOT LESS THAN $200 NOR MORE THAN $400 ON FIRST
OFFENSE AND ANY SUBSEQUENT OFFENCE OF NOT LESS THAN $400
NOR MORE THAN $700.

The use of fake ID’s are a serious offence and under provisions of the Highway
Traffic Act. The penalties are:

Section 89
 a) Display or possession of fictitious, defaced, altered, cancelled or suspended
license $200-$1,000
b) Defacing or altering driver’s license $200-$1,000
c) Lending driver’s license $200-$1,000
d) Person representing as his own driver’s license not issued to him $200-$1,000
e) Failure to surrender suspended or cancelled driver’s license $200-$1,000
f) Giving false name or address in application for driver’s license $200-$1,000
g) Failing to comply with restriction or condition, other than one respecting
ignition interlock, imposed by Registrar on driver’s license of person $200-
$1,000

Section 290
Doing any act forbidden or failing to perform any act required by this Act or the
regulations $100-$500

Section 6.1(2)
a) Presenting false document to obtain photographic identification $200- $1,000
b) Permitting another to use photo identification issued to first person $200-
$1,000
c) Using photo identification for purpose of making false representation $200-
$1,000
d) Defacing or altering photo identification $200- $1,000
e) Possessing defaced or altered photo identification $200- $1,000

In addition, some offences are also subject to the Demerit Point system as follows:

Section 89
a) of the Highway Traffic Act Defacing or altering driver’s license 12 Demerit
Points
b) of the Highway Traffic Act Lending driver’s license 12 Demerit Points
c) of the Highway Traffic Act Person representing another’s driver’s license as
the person’s own 12 Demerit Points
d) of the Highway Traffic Act Giving false information in driver’s license
application or to Registrar 12 Demerit Points
e) of the Highway Traffic Act Failing to comply with restriction or condition,
other than one respecting ignition interlock, imposed by Registrar on driver’s
license of person 3 Demerit Points.

Minors, when attempting to gain entrance to licensed premises, will display certain
characteristics and try ploys to put the staff off guard. Some of these are:
 o Minors will generally try to look older.
o Minors will try to dress like your regular clientele to blend in.
o They will be nervous and usually be resorting to joking and horseplay.
o They will travel in groups and arrive at busy periods. The minor will generally
be at the end of the group.
o They will carry other people’s ID’s or the ID of a sibling.
o They will try and use student ID’s.

The important thing to remember is that if you are not satisfied that the person is l9
years of age, or is the person indicated on the ID, then IT IS YOUR
RESPONSIBILITY TO REFUSE ENTRY. It is strongly recommended licensees
use Check 30 – Any person not appearing to be at least 30 years of age; ask for valid
government issued ID with photo.

You do not have the right to seize IDs, only the police and liquor inspectors do.

The following are acceptable forms of photo identification - provided they have not
been altered in any fashion: Do Not Accept Student Cards of Any Type

1) Driver’s License

2) Voluntary ID

3) Passport

4) Canadian Permanent Resident Card

5) Status Indian Card

6) Military Photo ID

7) Firearms License

8) Photo Card Issued by Other Liquor Boards

9) Nexus Card

GUIDELINES REGARDING FALSE IDENTIFICATION

In accordance with PEI Liquor Control Commission Policy the following is the way
licensees may obtain information relating to alleged offences involving the use of
false identification.

o If a licensee suspects an individual has presented false ID, the licensee shall
refuse the individual entry into the premises.
o When presented with suspected false identification, the licensee shall
immediately endeavour to either photocopy the ID or record all relevant
information from the ID, including the name, date of birth, address, as well as
the expiry date and ID number (i.e. license number).
o If, upon challenge, an individual abandons the ID, the licensee shall ensure
that the ID is promptly provided to the Commission or to the Registrar of
Motor Vehicles.
o If an individual demands the return of the ID, the licensee shall return the ID to
the individual, even if the licensee did not have an opportunity to copy the ID
or record its information. A licensee should not detain any individual
suspected of presenting false ID from leaving the premises.

DEALING WITH INTOXICATION

Even with good prevention procedures in place, there will be times when servers have
to deal with an intoxicated individual. This can be a difficult time, especially if
inexperienced staff members are involved, or employees are not clear about what they
are supposed to do. It is critical for staff and mangers to make plans and prepare for
this situation.

o Any intoxicated patron is a potential source of risk. Make sure you know the
procedure for dealing with such a situation.
o If you feel a customer is approaching intoxication, remember that what is
needed most is TIME. Employ stalling tactics.
o Speak to the customer privately. Allow the person to save face.
o Have someone with you to witness what you say and do.
o Show concern for the patron’s safety. Offer alternatives and safe
transportation.
o Do not allow the person to drive away. Involve management and call the
police if necessary. Check to see if the patron is traveling with
anyone. Strongly suggest to the companion that they accompany the
intoxicated patron home and watch them. Also recommend they do not
consume alcohol for sometime.
SOME POINTS TO CONSIDER
Alert a backup. You may need help at the time, and you may need a witness
later. Establishments may wish to consider installing surveillance cameras and if in
place deal with the patron in view of a camera.

Talk privately and directly to the customer, using their name when you have to refuse
further service.

Express regret, cite a higher authority when cutting off a patron. “I’m sorry, I’ll lose
my job”, or “I’m sorry, it is against the law for me to serve you another drink”.

Get help from a friend of the intoxicated customer. Advice from a friend is often
accepted.

Be non-judgmental. Be courteous. Don’t appear to be scolding or blaming the

person. Don’t use words like “drunk” or “had too many”. Express concern for their
safety, minimize the problem and offer alternatives. Try to get them to think about
something else, i.e., ordering some food, having a cup of coffee, trying a non-
alcoholic beer, etc.

Don’t bargain, or be drawn into an argument with someone whom you are cutting
off. Use closed statements such as, “I am sorry, but there is nothing that I can do”.

Responsibilities for dealing with each part of the problem should be clear and
understood by all the staff. For example:

o Server will handle the situation until they feel it is getting out of control.
o The manager is called and will decide to call the police or not.
o If the patron is allowed to remain, all staff will be alerted and be responsible to
make sure no more alcohol is served.
o Server is responsible for making sure safe transportation is provided.
o An intoxicated patron should only be allowed to stay in exception basis:
waiting for a ride or weather conditions.

Responsibility lasts as long as the customer’s intoxication

THE INTOXICATED DRIVER

Allowing an intoxicated person to drive away from your establishment is a serious
issue.

You have broken the law by serving alcohol that resulted in the person’s intoxication.

If the intoxicated person is injured, or causes a third party injury, you and your
establishment can be held responsible.

Make sure you have a strategy to minimize damages and manage the intoxicated
person.

Use the house policy for safe transport. Do not allow a patron with signs of
intoxication to drive.

In many instances, it will not be practical, nor legal, to allow the patron to remain on
the premises while they sober up. Your only option is to get your patron home safely.

SOME SUGGESTIONS
o Offer to call a cab. This could mean picking up the cab fare depending on
house policy. Arrange for safe storage of the patron’s car.
o Offer to enlist a friend to drive the intoxicated person home.
o Some operators are providing a limousine service as part of a complete meal
package.
 o Some establishments have set up a “safe ride home” fund. Customers deposit
their loose change in a canister at the bar. If need arises, taxi fare is paid out of
the fund. This is most practical in a club or membership situation where all
customers are known to management
o Some operations have organized their own taxi service.
o Promote the use of a “designated driver” program, whereby one member of the
group abstains from drinking alcohol and agrees to drive the others home. The
“designated driver” program is used to augment your responsible service
program. Over-service to patrons because they have a designated driver is still
unacceptable, and against liquor regulations.

Hopefully, the patron will accept one of your suggestions. If the patron still insists on
driving, as a last resort, the manager and finally the police might be called to
intervene. It is important to carry out any suggestions you make.

The likelihood of an accident and resulting law suit involving your customer cannot
be known. Your best defence is to prevent the intoxicated person from driving.

As you can see, drinking and driving is treated very seriously by the legal
system. The consequences of a conviction can affect your entire life. A summary of
the possible results of drinking and driving are as follows:

o A sentence imposed by the judge - often jail and a fine.

o A criminal record.
o A driving ban for a certain period ordered by the Judge.
o A cancellation of your driver’s license by the Province.
o If there was an accident, a refusal by your insurance company to pay for
damages to you or your passengers.
o An increase in future car insurance premium.
o A law suit by someone who has suffered injury, death, or property damage,
because of drinking and driving.

USE OF FORCE AND POLICE ASSISTANCE - THE

LAST RESORT
Occasionally your prevention strategy will break down. The management must
provide a level of safety and protection to the patrons, and the staff. It may be
necessary to move the intoxicated person to another location. The best location of
course, their home.
Each jurisdiction allows for the use of reasonable force to help an intoxicated person
from the premises, and to prevent entry of intoxicated or potentially problem
patrons. You are not generally expected to handle the situation on your own. Make
sure you know the procedure that management wants carried out should you decide it
necessary to remove a patron. It is important for you to understand what to do so you
can act quickly and decisively.

RIGHT TO EJECT
o The Liquor Control Act and Regulations provide you with the right to eject
patrons from your premises under the following conditions:
o Persons who have been barred and given proper notice.
o Persons who are intoxicated.
o Persons who are engaging in illegal activities on your premises.
o Underage persons.
o Persons who are engaging in activities that are harmful to themselves or others.

You should follow the following procedure when ejecting an individual from
your premises:

o You must first ask the individual to leave the premises.

o If the patron refuses to leave, you may use no more force than is necessary to
eject them. You have a duty of care to all patrons on your premises. You must
ensure that if they are ejected that only reasonable force is used, and that once
they are outside your premises, no more force is applied.
o You must ensure under duty of care that the patron will not cause foreseeable
harm to their self or others, because of their condition or action taken by you.
o If you cannot handle the situation or if it is getting out of hand, then call the
police.
o Record all such incidents in your Incident Log.

REMEMBER, YOU AND THE PREMISES CAN BE HELD

LIABLE FOR INJURIES TO PATRONS AND THIRD
PARTIES; IF YOU DO NOT ENSURE THE SAFETY OF
PATRONS OR FORESEE THAT THEY COULD CAUSE
 FORESEEABLE INJURY TO THEMSELVES OR
OTHERS BECAUSE OF THEIR CONDITION OR
ACTIONS.
With a particularly difficult patron, one who will not respond to your policy and who
will not leave, your only option left is to call the police. Although police departments
will not serve as “bouncers”, they will handle potentially dangerous situations. Once
you call the police, the manager or the person in charge must be willing to undergo an
investigation of the incident and proceed with legal process.

RECORD THE INCIDENT

It is compulsory to have a hardcover logbook to record incidents with
customers. Record the events while they are fresh in your mind.

Include details such as time, place, date, nature of the incident, description of parties
involved, action taken, witnesses, whether police were called, and any other pertinent
information.

Retain all sales slips pertaining to the incident.

On the Next page you will see a sample Incident Report form.

This is a PDF form which you can click on to "Save As or to Print"

You can also click to Show Menus and then click on the link to Resources which will
list all of the PDF documents which are included in this training course and then open
as a PDF in a new browser window.
SUPERVISION
After completing this program, you will have new ideas for both business
development and responsible service practices. To carry out those ideas you will need
the cooperation and participation of your staff.

Here are some points to remember as you bring your staff on side and put your plans
to work.

o Talk to a selection of the staff who will be affected by your plans. Learn about
the benefits and problems from the servers point of view. Are there reasons
why they will either support or resist your new procedures? Plan accordingly.
o Don’t expect staff to read your mind. Orient staff thoroughly to new policies
and procedures. In many situations, staff misread the management’s
intentions.
o Have procedures to train new staff regarding your marketing and responsible
service policies.
o Communicate your policies and procedures frequently in day-to-day
interactions with staff and in written notices.
o Make your standards clear. For example, the word intoxication is quite
vague. At what point do you separate acceptable service from over
service? Do your staff understand this?
o Be prepared to support staff who are trying to carry out your policies. Staff
often expect to lose if a customer complains, and if they see that management
backs down in face of customer pressure, your policy will be undermined.

DEVELOPING HOUSE POLICIES AND PLANS

This program has asked you to think about the role of alcohol in your business plan,
and the need to set up special policies for responsible beverage service. You now
have a number of ideas to experiment with and shape into a comprehensive set of
plans and policies.

It is important to:

Put your policies and plans in writing.

Communicate them clearly and repeatedly to staff.

Writing things down forces you to think them through. Is this just a vague idea, or
will it really work? It is also a way of committing yourself to action. Written
guidelines for staff convince them that you are serious and make their role much
clearer.

Even if you are not able to carry out the policy yourself, you can create draft
statements to discuss with colleagues and superiors.

The following pages provide samples of the topics and formats your policies and
plans might include. Use them as a starting point. Firm up your own statements
about how you will respond to the challenge of successful business with responsible
service.

AREAS FOR POLICY DEVELOPMENT

Your establishment should consider policies in the following areas. Use the space
provided to make sure initial notes on what might work in your place of business.

o Suggestive Selling of Low Alcohol and Non-alcohol Products

o Management of Special Events
o Management of Peak Hours and Crowds
o Minors
o Recommended Techniques for Responsible Service
o Problem Patrons
o Intoxicated/Drugged Patrons
o Transportation of Intoxicated/Drugged Patrons
o Use of The Incident Log

NOW IT IS TIME TO MAKE IT HAPPEN

The “It’s Our Business” program has been created to meet the challenges of selling
alcohol in a new and changing market environment. It has provided an opportunity to
examine creative marketing approaches and specific service techniques for achieving
the goal of business success with responsible service. The challenge now rests with
you as an owner or manager.

To make the course a real benefit to your establishment keep the process
moving:
 o Continue to creatively evolve your business plans. Take advantage of the new
trends and optimize profits in ways that are consistent with responsible service.
o Take the policy ideas you considered in the training program and develop them
fully. Involve senior staff in the process and consider getting overall staff input.
o Try new approaches in both marketing and service. Look for solutions that will
work for you.
o Make sure your staff understand your new goals and methods. Orient all new
staff to your system.
o Take these ideas all the way to full implementation in the program specifically
tailored to your operation.
o For more information, contact the Prince Edward Island Liquor Control
Commission’s website: [Link]

We hope the program has been beneficial. Remember to pass along any ideas you
have for making it better. Your suggestions are both welcome and appreciated!

Thank you
NOTE!

When you click Next you will see a video. Some of the video content has been
used for the questions on the Final Exam.