Refusing and Discontinuing Service Flashcards

Under Alberta law, when is a server legally required to refuse alcohol service?

Answer: When a patron is intoxicated, is a minor without proper ID, or when service would create an unsafe situation

Alberta law requires servers to refuse service when a patron appears intoxicated, is or appears to be a minor without valid ID, or when continued service would pose a risk to safety.

What is the recommended first step when deciding to cut off a customer?

Answer: Inform a manager or colleague of your assessment before approaching the customer

Before cutting off a customer, it is best practice to inform a manager or colleague to ensure support is available, the assessment is confirmed, and the approach is coordinated.

What communication approach is most effective when refusing service?

Answer: Speaking calmly, firmly, and respectfully while using 'I' statements and explaining legal obligations

A calm, firm, and respectful approach is most effective. Using 'I' statements (such as 'I am not able to serve more alcohol') and referencing legal obligations helps depersonalize the refusal and reduce conflict.

What should a server do after refusing service to an intoxicated patron?

Answer: Continue monitoring the patron, offer non-alcoholic alternatives, food, and water, and help arrange safe transportation

After refusing service, the duty of care continues. The server should monitor the patron, offer food, water, and non-alcoholic drinks, and assist with arranging safe transportation such as a taxi or ride-share.

Can a patron be refused entry to a licensed premises?

Answer: Yes, licensees can refuse entry if a person appears intoxicated, as long as the refusal is not based on prohibited grounds of discrimination

Licensees can refuse entry to anyone who appears intoxicated or whose behaviour suggests they will create problems, provided the refusal is not based on prohibited grounds of discrimination such as race, gender, or disability.

What should a server do if a cut-off customer tries to obtain alcohol through another person?

Answer: Refuse to serve the second person if you believe the drink is intended for the cut-off customer

Servers must refuse to serve anyone they believe is obtaining alcohol on behalf of a person who has been cut off. This practice, sometimes called 'third party purchasing,' does not remove the server's legal obligation.