Refusing Service Procedures Flashcards

What is the role of body language in refusing service?

Answer: Open, non-threatening body language helps de-escalate the situation, while aggressive posture can provoke confrontation

Non-threatening body language (open posture, appropriate distance, calm gestures) helps de-escalate refusal situations. Aggressive postures like crossed arms or standing over a seated patron can provoke confrontation.

What should a server do if a cut-off patron attempts to leave with an alcoholic drink?

Answer: Politely but firmly explain that drinks cannot leave the licensed premises and offer to hold or dispose of the drink

Removing open alcohol from licensed premises is a contravention. The server should politely explain that drinks cannot leave the premises and offer to dispose of it. Physical confrontation should be avoided.

How should a server refuse service to a patron who appears to be in a position of authority or influence?

Answer: Apply the same refusal procedures regardless of the patron's status or perceived influence

BC law applies equally to all patrons regardless of their social status, wealth, or influence. Servers must apply the same responsible service standards to everyone.

What is a common mistake servers make when refusing service?

Answer: Waiting too long to act, allowing the patron to become much more intoxicated and harder to manage

A common mistake is waiting too long to intervene. The longer a server waits, the more intoxicated the patron becomes, making the refusal more difficult to deliver and more likely to result in confrontation.

What alternative services can a server offer when cutting off a patron?

Answer: Non-alcoholic beverages, food, water, coffee, and assistance with transportation

Offering alternatives shows care for the patron's comfort: water, coffee, soft drinks, food, and help arranging a taxi or ride home. These alternatives soften the refusal and support the patron's wellbeing.

What should a server do if they are unsure whether a patron is intoxicated?

Answer: Err on the side of caution, consult with colleagues or a manager, and monitor the patron more closely

When in doubt, servers should err on the side of caution, seek a second opinion from colleagues or managers, and increase their monitoring of the patron. It is better to be cautious than to over-serve.