Elements and Performance Criteria
- Identify customers to whom service may be refused
- Prepare and serve alcoholic beverages responsibly
- Serve alcohol in accordance with provisions of relevant State/Territory legislation, licensing requirements and responsible service of alcohol principles.
- Prepare and serve standard drinks in accordance with industry requirements.
- When requested, give accurate information to customers on alcoholic beverages in accordance with enterprise/house policy and government regulation, including: ; types ; strengths ; standard drinks
- alcoholic percentages of a range of frequently served drinks.
- Identify issues regarding service of alcohol to different types of customers and incorporate them into service.
- Assist customers to drink within appropriate limits
- Encourage customers courteously and diplomatically to drink within appropriate limits.
- Recognise erratic drinking patterns as an early sign of possible intoxication and take appropriate action.
- Monitor the emotional and physical state of patrons for signs of intoxication.
- Where appropriate, offer food and non-alcoholic beverages.
- Politely decline requests for drinks to be dispensed in a manner which is irresponsible, or which encourages the rapid or excessive consumption of alcohol, and advise customers on the reasons for the refusal where appropriate.
- Refuse service to intoxicated customers in a suitable and consistent manner, minimising confrontation and arguments and pointing out signage where relevant.
- Assist alcohol affected customers
- Assess intoxication levels of customers using a number of methods including: ; observation of changes in behaviour ; observation of emotional and physical state of customers ; monitoring noise levels ; monitoring drink orders.
- When assessing intoxication, take into account factors which affect individual responses to alcohol including:
- gender
- weight
- general health
- rate of consumption
- food intake
- other substances taken.
- Politely make offers of assistance to intoxicated customers as appropriate including:
- organising transport for customers wishing to leave
- offering non-alcoholic drinks
- assisting customers to leave
- offering alternatives to alcohol such as food.
- Where appropriate, give patrons a verbal warning or ask them to leave the premises in accordance with enterprise/house requirements, the specific situation and provisions of State/Territory legislation/regulations.
- Use appropriate communication and conflict resolution skills in handling difficult situations.
- Refer difficult situations beyond the scope of individual responsibility to the appropriate person.
- Promptly identify situations, which pose a threat to safety or security of colleagues, customers or property, and seek assistance from appropriate colleagues according to enterprise policy.