ProServe Refusing and Discontinuing Service 4 — Questions and Answers
Question 1: What is the role of security staff in the service refusal process?
- Security staff have no role in service decisions
- Security staff support servers by monitoring patron behaviour, assisting with difficult refusals, and ensuring safe removal if necessary (Correct answer)
- Security staff make all service decisions
- Security only handles entry at the door
Correct answer: Security staff support servers by monitoring patron behaviour, assisting with difficult refusals, and ensuring safe removal if necessary
Security staff work alongside servers as part of the responsible service team. They help monitor behaviour, provide physical presence during difficult cut-offs, and ensure safe removal when needed.
Question 2: What should a server do if they feel physically threatened by a customer they are trying to cut off?
- Continue the confrontation to show strength
- Immediately remove themselves from the situation and call for management, security, or police (Correct answer)
- Serve the person to calm them down
- Ignore the threat as it is probably not serious
Correct answer: Immediately remove themselves from the situation and call for management, security, or police
Personal safety is the top priority. If a server feels physically threatened, they should immediately withdraw from the situation and seek help from management, security, or police. No service decision is worth risking safety.
Question 3: Can a licensee ban a customer from returning to the premises?
- No, public premises must serve everyone
- Yes, licensees can ban customers for cause, provided the ban is not based on prohibited grounds of discrimination (Correct answer)
- Only AGLC can issue bans
- Bans can only last 24 hours
Correct answer: Yes, licensees can ban customers for cause, provided the ban is not based on prohibited grounds of discrimination
Licensees have the right to ban customers for legitimate reasons such as intoxication, aggressive behaviour, or violation of house policies, as long as the ban does not violate human rights legislation.
Question 4: What is the recommended approach when a customer who was previously cut off returns the next day requesting service?
- Refuse service permanently
- Assess the situation fresh — if they are sober and behaving appropriately, service may be provided with increased monitoring (Correct answer)
- Serve them immediately without any concerns
- Ask them to sign a waiver
Correct answer: Assess the situation fresh — if they are sober and behaving appropriately, service may be provided with increased monitoring
Each visit should be assessed independently. If the customer returns sober and behaves appropriately, service may resume. However, increased monitoring is prudent, and establishing rapport through a respectful conversation can help.
Question 5: What is 'over-service liability' and who can be held responsible?
- Only the customer is responsible for their own drinking
- The server, the licensee, and the establishment can all be held liable if they continue serving an intoxicated person who then causes harm (Correct answer)
- Only insurance companies are liable
- Liability only applies to bartenders
Correct answer: The server, the licensee, and the establishment can all be held liable if they continue serving an intoxicated person who then causes harm
Over-service liability can extend to individual servers, the licensee, and the business entity. All can face legal consequences if they continue serving a person who is intoxicated and that person subsequently causes harm.
Question 6: What should a server do when they are uncertain whether a customer is intoxicated enough to warrant refusal?
- Continue serving and hope for the best
- Err on the side of caution, slow down service, consult with a colleague or manager, and increase monitoring (Correct answer)
- Ask the customer if they feel drunk
- Give them a breathalyzer test
Correct answer: Err on the side of caution, slow down service, consult with a colleague or manager, and increase monitoring
When in doubt, servers should err on the side of caution by slowing service, seeking a second opinion from a colleague or manager, and closely monitoring the customer for further signs.
ProServe Refusing and Discontinuing Service 4
What is the role of security staff in the service refusal process?