ProServe Refusing and Discontinuing Service 4

Question 1

What is the role of security staff in the service refusal process?

Accepted Answer

Security staff support servers by monitoring patron behaviour, assisting with difficult refusals, and ensuring safe removal if necessary

Answer

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?

Accepted Answer

Immediately remove themselves from the situation and call for management, security, or police

Answer

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?

Accepted Answer

Yes, licensees can ban customers for cause, provided the ban is not based on prohibited grounds of discrimination

Answer

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?

Accepted Answer

Assess the situation fresh — if they are sober and behaving appropriately, service may be provided with increased monitoring

Answer

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?

Accepted Answer

The server, the licensee, and the establishment can all be held liable if they continue serving an intoxicated person who then causes harm

Answer

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.

ProServe Practice Test

ProServe Practice Test

ProServe Refusing and Discontinuing Service 4