Elements and Performance Criteria

Element

Performance Criteria

1

Identify customers to whom service may be refused

1.1

Identify customers to whom service may be refused in accordance with State/Territory legislation, including minors and intoxicated persons.

1.2

Where appropriate, request and obtain acceptable proof of age prior to service.

1.3

Refuse service in a polite manner and state reasons for the refusal.

2

Prepare and serve alcoholic beverages responsibly

2.1

Serve alcohol in accordance with provisions of relevant State/Territory legislation, licensing requirements and responsible service of alcohol principles.

2.2

Prepare and serve standard drinks in accordance with industry requirements.

2.3

When requested, give accurate information to customers on alcoholic beverages in accordance with enterprise/house policy and government regulation, including: ; types ; strengths ; standard drinks

2.4

alcoholic percentages of a range of frequently served drinks.

2.5

Identify issues regarding service of alcohol to different types of customers and incorporate them into service.

3

Assist customers to drink within appropriate limits

3.1

Encourage customers courteously and diplomatically to drink within appropriate limits.

3.2

Recognise erratic drinking patterns as an early sign of possible intoxication and take appropriate action.

3.3

Monitor the emotional and physical state of patrons for signs of intoxication.

3.4

Where appropriate, offer food and non-alcoholic beverages.

3.5

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.

3.6

Refuse service to intoxicated customers in a suitable and consistent manner, minimising confrontation and arguments and pointing out signage where relevant.

4

Assist alcohol affected customers

4.1

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.

4.2

When assessing intoxication, take into account factors which affect individual responses to alcohol including:

4.3

gender

4.4

weight

4.5

general health

4.6

rate of consumption

4.7

food intake

4.8

other substances taken.

4.9

Politely make offers of assistance to intoxicated customers as appropriate including:

4.10

organising transport for customers wishing to leave

4.11

offering non-alcoholic drinks

4.12

assisting customers to leave

4.13

offering alternatives to alcohol such as food.

4.14

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.

4.15

Use appropriate communication and conflict resolution skills in handling difficult situations.

4.16

Refer difficult situations beyond the scope of individual responsibility to the appropriate person.

4.17

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.