Refusing Service Procedures Flashcards

What is the legal standard for determining when service must be refused?

Answer: When a reasonable person would conclude the patron is intoxicated based on observable signs

The legal standard is based on observable signs that would lead a reasonable person to conclude the patron is intoxicated. There is no specific drink count or BAC measurement required.

How should a server handle a refusal when the patron is celebrating a milestone event like a birthday?

Answer: Acknowledge the celebration but maintain the refusal, offering to help celebrate with non-alcoholic options

Special occasions do not override legal obligations. The server should acknowledge the celebration warmly, maintain the refusal professionally, and offer celebratory non-alcoholic alternatives.

What is a server's duty of care regarding a patron who leaves intoxicated?

Answer: A duty to take reasonable steps to prevent foreseeable harm, such as offering to call a taxi or contacting emergency services

Servers and establishments have a duty of care to take reasonable steps to prevent foreseeable harm when an intoxicated patron leaves, such as offering transportation, calling a taxi, or in extreme cases, contacting police.

What is 'social host liability' and how does it relate to licensed establishments?

Answer: It is the principle that those who serve alcohol may be liable for harm caused by intoxicated persons they served, and it applies to both social and commercial settings

Social host liability holds that anyone who provides alcohol (whether commercially or socially) may bear responsibility for harm caused by intoxicated persons they served. This principle reinforces the importance of responsible service.

What is the most effective way to gain confidence in refusing service?

Answer: Regular practice through training, role-playing, and having clear house policies to rely on

Confidence comes from preparation: regular training sessions, role-playing various scenarios, understanding the law, and having clear house policies that support the server's decisions.

What follow-up is recommended after a difficult refusal situation?

Answer: A debriefing with the team to discuss what happened, what worked, what could improve, and to provide emotional support

A team debriefing after a difficult refusal helps everyone learn from the experience, identify what techniques worked, discuss improvements, and provide emotional support to staff who may find these situations stressful.