ProServe Refusing and Discontinuing Service 1 — Questions and Answers
Question 1: Under Alberta law, when is a server legally required to refuse alcohol service?
- Only when a manager tells them to
- When a patron is intoxicated, is a minor without proper ID, or when service would create an unsafe situation (Correct answer)
- Only after midnight
- Only when the bar is full
Correct 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.
Question 2: What is the recommended first step when deciding to cut off a customer?
- Immediately stop serving without explanation
- Inform a manager or colleague of your assessment before approaching the customer (Correct answer)
- Call the police
- Ask other customers for their opinion
Correct 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.
Question 3: What communication approach is most effective when refusing service?
- Being aggressive to show authority
- Speaking calmly, firmly, and respectfully while using 'I' statements and explaining legal obligations (Correct answer)
- Whispering so others do not hear
- Using sarcasm to lighten the mood
Correct 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.
Question 4: What should a server do after refusing service to an intoxicated patron?
- Forget about them immediately
- Continue monitoring the patron, offer non-alcoholic alternatives, food, and water, and help arrange safe transportation (Correct answer)
- Ask them to leave immediately
- Serve them one last drink as a courtesy
Correct 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.
Question 5: Can a patron be refused entry to a licensed premises?
- No, all licensed premises must admit everyone
- Yes, licensees can refuse entry if a person appears intoxicated, as long as the refusal is not based on prohibited grounds of discrimination (Correct answer)
- Only bouncers can refuse entry
- Only during private events
Correct 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.
Question 6: What should a server do if a cut-off customer tries to obtain alcohol through another person?
- Allow it since someone else is ordering
- Refuse to serve the second person if you believe the drink is intended for the cut-off customer (Correct answer)
- Ignore it as it is not your problem
- Serve the drink but in a smaller glass
Correct 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.
ProServe Refusing and Discontinuing Service 1
Under Alberta law, when is a server legally required to refuse alcohol service?