MANAGE RESPONSIBLE SERVICE OF ALCOHOL

1. D1.HBS.CL5.03 MANAGE RESPONSIBLE SERVICE OF ALCOHOL

2. Manage responsible service of alcohol This Unit comprises three Elements: • Maintain a responsible drinking environment within a licensed environment • Dispense alcoholic beverages • Ensure customers drink within appropriate limits

3. Assessment Assessment for this Unit may include: • Oral questions • Written questions • Work projects • Workplace observation of practical skills • Practical exercises • Formal report from employer or supervisor

4. Maintain a responsible drinking environment Performance Criteria for this Element are: • 1.1 Identify customers who should be refused service • 1.2 Apply enterprise & licensing authority eligibility standards &/or requirements to be served alcohol • 1.3 Explain restrictions for service courteously & diplomatically • 1.4 Where appropriate, request proof of age prior to service

5. Identify customers who should be refused service Basic requirements: • All premises serving alcohol must be licensed • Licensed venues must comply with legal obligations • Additional requirements for individual premises may be imposed by the terms and conditions of individual licences

6. Identify customers who should be refused service ‘Terms & conditions’ of a liquor licence can address: • Trading days & hours • Types of liquor which can be sold • Licensed areas • Identification of classes of people to whom liquor can be sold or supplied • On-premises and or off-premises authority

7. Identify customers who should be refused service Licensed premises may include: • Hotels • Restaurants • Bars • Night clubs • Gaming venues • Bottle shops

8. Identify customers who should be refused service Refusal of service is an important aspect of RSA & may relate to: • Refusal of service of alcohol • Refusal of all service – but allowed to remain on the premises • Refusal of all service – and asked to leave

9. Identify customers who should be refused service Those who should be refused alcohol include: • Anyone identified by management • Anyone contravening house policies or rules Anyone whose presence on the premises renders the licensee, venue, patron or you liable to an offence under the liquor licensing legislation, or the terms and conditions of the licence

10. Identify customers who should be refused service Ways to identify who should be refused service: • Check people on entry • Watch patrons • Listen to customers • Monitor alcohol consumption – by type and quantity over time

11. Apply relevant standards and requirements to the service of alcohol All liquor service must occur within legal and ‘house’ standards and requirements in order to deliver practical RSA. This is essential to : • Demonstrate the responsible attitude of the venue • Prevent you being charged by the Authorities • Protect the venue against legal action (Continued)

12. Apply relevant standards and requirements to the service of alcohol • Reduce the incidence of drunk patrons starting fights • Reduce the level of Police attendance at the venue • Help protect patrons from drink-related injury or accident • Reduce alcohol-related violence and health issues • Provide a better working environment for staff

13. Apply relevant standards and requirements to the service of alcohol Drink spiking: • Always be alert to the potential for it to happen • Follow house rules or procedure if you suspect a case of drink spiking – actions may include: • Calling for medical assistance • Calling Police • Controlling who takes the affected person off the premises • Monitoring patron activities

14. Apply relevant standards & requirements to the service of alcohol You can learn legal liquor licensing requirements by: • Reading workplace liquor licences • Visiting local liquor licensing website • Requesting licensing information from Authorities • Contacting licensing officer or Inspector • Reading relevant legislation • Attending in-house training

15. Apply relevant standards and requirements to the service of alcohol You can learn house rules or policies on liquor service by : • Reading internal rules, policies, SOPs • Participating in in-house RSA training • Talking to experienced liquor service staff • Talking to management • Watching and listening to what happens in the workplace

16. Apply relevant standards and requirements to the service of alcohol Practices to ensure legal and responsible service of liquor include: • Asking for, checking on ID of those who look under-age • Only relying on approved documents as acceptable evidence of age • Checking people at the door as they enter the venue • Refusing entry to those who are banned (Continued)

17. Apply relevant standards and requirements to the service of alcohol • Monitoring patron intake of alcohol • Ensure those who are refused service are not provided with liquor by other people • Ensure those who have been asked to leave do not return • Notify other staff of those who have been refused service • Monitoring patron behaviour • Being alert to potential for third party sales • Adhering to internal liquor serving protocols designed to deliver RSA

18. Explain restrictions for service You may need to explain legal and in-house restrictions to patrons if they do not know or understand what the requirements or limitations are. This must be done in a customer-focussed manner featuring: • Courtesy • Diplomacy

19. Explain restrictions for service Being courteous at this stage means: • Apologising for the need to explain things • Using customer’s name • Using polite and respectful language • Being assertive

20. Explain restrictions for service Being ‘diplomatic’ involves: • Using a suitable tone and volume • Trying to talk to them on their own • Advising patron many others make the same mistake • Thanking them for their time and understanding • Offering another (non-alcoholic) product (where appropriate and legal) so they can remain on the premises • Give the customer ‘options’, not ‘ultimatums’

21. Explain restrictions for service You may need to explain things in the following situations: • When patrons behave in an intoxicated manner: • Aggressive and or intimidating others • Not meeting accepted standards • Annoying others • Inappropriate language or actions • Rambling conversation • Falling asleep (Continued)

22. Explain restrictions for service • When patrons behave in a: • Violent manner – even when not drunk • Disorderly manner – even when not drunk • Where under-age persons are identified on the premises (Continued)

23. Explain restrictions for service • When a person seeks entry or service and they have been excluded or banned • When patrons seek to be served outside licensing hours: • ‘Grace period’ allows patrons to finish the drinks they have but not to be served or supplied with more drinks • Some accommodation venues can serve ‘guests’ 24-hours-a-day in their rooms (Continued)

24. Explain restrictions for service • Where customers seek to be served in ways which breach RSA principles and practices – such as when they: • Request double nips • Ask for jugs of pre-mixed drinks • Engage in drinking games

25. Request proof of age To determine a person is of legal drinking age you should sight an acceptable proof or evidence of age document - which may include: • Their passport • Driver’s licence • Birth certificate • Specified photo-ID cards • National identity card • Other approved document

26. Request proof of age You must: • Ask everyone for evidence of age if you do not already know them and their age and you believe they may be under age • Do this every time you have a suspicion of under age • Check on anyone you do not know who appears ‘just a bit older’ than the legal minimum age

27. Request proof of age When asking for proof of age: • Most people expect to be asked • ‘Request’ it as opposed to ‘demanding’ it • Be polite – ‘Please’ and ‘Thank you’ • Explain why the request is being made • Try to ‘soften’ the request • Avoid aggressive language or actions

28. Request proof of age Checks on evidence of age documents should include: • Verify it is an acceptable form of document • Check no tampering with the document • Be alert to people using ID of others • ID date of birth and calculate their age • Compare person who provided the document with the photo on the item – are they the same person? • At the same time check to determine person is not drunk

29. Request proof of age If you find someone has provided you with a false evidence of age document: • Follow legal obligations – if they exist • Adhere to house policy: • Seize the document • Notify Authorities • There may be a legal ban on seizing suspected or actual false driving licences

30. Summary – Element 1 When maintaining a responsible drinking environment within a licensed environment: • Understand all relevant liquor licensing legislation • Know terms and conditions of your liquor licence • Know who should be refused service of liquor and circumstances under which this refusal applies • Monitor behaviour and drinking of patrons on an on-going basis (Continued)

31. Summary – Element 1 • Give people warnings so they have an opportunity to modify their alcohol intake or behaviour or language • Ensure all legal liquor service obligations and house policies are complied with when serving alcohol • Apply standard RSA principles and practices in terms of liquor service • Explain legal requirements and house policies to patrons in a courteous and professional manner • Request proof of age from anyone you suspect may be under the legal drinking age

32. Prepare and serve standard drinks Performance Criteria for this Element are: • 2.1 Prepare and serve standard drinks • 2.2 Decline request for drinks that exceed standard limits politely and advise reasons for refusal • 2.3 Provide accurate advice to customers on alcoholic beverages if required • 2.4 Refuse service to intoxicated customers in a suitable and consistent manner

33. Prepare and serve standard drinks A ‘standard drink’: • Contains a standard amount of alcohol measured in ‘grams of pure alcohol’ • Standard drinks range from 7 - 14 grams of pure alcohol per drink • Our definition = an alcoholic drink containing 10 grams of pure alcohol per drink

34. Prepare and serve standard drinks Examples of a ‘standard drink’: • One 285 ml beer (5% alc/vol) • One 60 ml fortified wine (18% alc/vol) • One 30 ml serve of spirits (40% alc/vol) • 100 ml of wine (12% alc/vol)

35. Prepare and serve standard drinks Points to note about alcohol consumption and processing: • There is a relationship between time taken to consume alcohol and its effect on the body • The body processes alcohol (generally) at the rate of 1 standard drink per hour – which varies depending on: • Gender • Size • Health • Age (Continued)

36. Prepare and serve standard drinks • Alcohol enters bloodstream quicker if there is no food in the stomach • Medications can interact with and increase the effect of alcohol • Alcohol can stay in people’s system for hours • Alcohol is processed by the body at the (approximate) rate of 1 standard drink per hour (Continued)

37. Prepare and serve standard drinks • Alcohol is absorbed into bloodstream and pumped around the body • When alcohol reaches brain it starts to take effect • Once consumed, only the passage of time will remove alcohol from the bloodstream – the following may create the ‘illusion of sobriety’ but will not impact the amount of alcohol in the system: • Vomiting • Drinking black coffee • Taking a shower

38. Prepare and serve standard drinks Responsible drinking of alcohol guidelines: • Males: 4 standard drinks per day • Females: 2 standard drinks per day • Zero alcohol for pregnant women • No ‘stockpiling’ of drinks • Two alcohol-free days per week

39. Prepare and serve standard drinks To ensure only standard drinks are prepared and served: • Develop and adhere to House Recipes • Refuse orders for non-standard drinks • Use signs to notify public of House Policy • Do not have ‘double measures’ behind the bar (Continued)

40. Prepare and serve standard drinks • Refuse requests to add extra liquor to drinks • Attend internal workplace RSA training • Ban: • Service of doubles • Drinks with unknown amount of liquor in them • Free-pouring

41. Decline requests for drinks exceeding standard drinks All requests for drinks which exceed standard drink guidelines must be refused: • Politely • Using appropriate: • Non-verbal communication • Verbal communication Sorry Sir, I cannot accede to your request

42. Decline requests for drinks exceeding standard drinks When refusing non-standard drinks, non-verbal language refers to: • How you say what you say • Tone of voice • Eye contact • How you stand

43. Decline requests for drinks exceeding standard drinks Verbal language points to note when explaining refusal of non-standard drinks: • Body language and verbal language must match • Apologise • Use “Please” and “Thank you” (Continued)

44. Decline requests for drinks exceeding standard drinks • Be respectful • Explain reasons • Apologise again • Offer a suitable alternative • Thank patron if they order something • Respond appropriately if customer is upset or angry

45. Decline requests for drinks exceeding standard drinks Possible reasons a venue may refuse to serve non-standard drinks: • Venue supports local agreement • Venue wants to prevent patrons becoming drunk • Venue wants to protect itself • Venue wants to protect patrons against danger • Accident and injury • Legal problems • Venue wants to be a responsible corporate citizen

46. Provide accurate advice to customers on alcoholic beverages It is important to be able to provide information to customers about alcoholic drinks : • Ensure all advice is accurate • Never guess at an answer if you do not know the answer • Follow standard industry practices if you do not know the answer

47. Provide accurate advice to customers on alcoholic beverages High levels of product knowledge are necessary to: • Demonstrate professionalism • Optimise sales • Increases patron enjoyment • Recommend appropriate drinks • Support responsible consumption

48. Provide accurate advice to customers on alcoholic beverages Ways to provide service to patrons when providing advice about alcohol include: • Showing them the bottle • Letting them read and handle the bottle • Letting them smell the product • Giving them a taste – if permitted by venue • Telling them about the product

49. Provide accurate advice to customers on alcoholic beverages Product knowledge about liquor can be gained by: • Reading labels • Sampling • Talking to others • Reading articles • Visiting websites

50. Provide accurate advice to customers on alcoholic beverages Product knowledge on liquor should address: • Types of liquor: • Beer • Spirits • Wines • Liqueurs (Continued)