SIR Refusing Service Procedures 1 — Questions and Answers
Question 1: Under BC law, when is a server legally required to refuse service?
- When a patron is rude
- When a patron is intoxicated or when serving them would likely make them intoxicated (Correct answer)
- When a patron orders an expensive drink
- When the establishment is busy
Correct answer: When a patron is intoxicated or when serving them would likely make them intoxicated
BC law requires servers to refuse service when a patron is already intoxicated or when continued service would likely cause them to become intoxicated. This is a legal obligation, not optional.
Question 2: What is the recommended first step when you decide to cut off a patron?
- Announce it loudly so everyone knows
- Approach the patron discreetly and calmly, explaining that you cannot serve them any more alcohol (Correct answer)
- Ignore them until they leave
- Call the police immediately
Correct answer: Approach the patron discreetly and calmly, explaining that you cannot serve them any more alcohol
The recommended approach is to speak to the patron privately, calmly, and respectfully. Discretion helps preserve the patron's dignity and reduces the likelihood of a confrontational scene.
Question 3: Which phrase is most appropriate when refusing service to an intoxicated patron?
- You are drunk and need to leave
- I am not able to serve you any more alcohol tonight, but I can get you some water or a coffee (Correct answer)
- You have had enough, get out
- I do not want to serve you
Correct answer: I am not able to serve you any more alcohol tonight, but I can get you some water or a coffee
Offering alternatives while refusing alcohol is the recommended approach. It shows concern for the patron, provides an option that does not involve alcohol, and maintains a respectful tone.
Question 4: What should a server do if a patron sends a friend to order drinks on their behalf after being cut off?
- Serve the friend since they are a different patron
- Refuse to serve the drinks if they believe they are intended for the cut-off patron (Correct answer)
- Serve the drinks but watch where they go
- Only refuse if the patron comes back personally
Correct answer: Refuse to serve the drinks if they believe they are intended for the cut-off patron
Servers must refuse service if they believe drinks are being obtained on behalf of a patron who has been cut off. Allowing circumvention of a cut-off undermines responsible service.
Question 5: Who should be informed when a patron has been cut off from service?
- Only the patron
- The manager and all relevant staff members so the cut-off is consistently enforced (Correct answer)
- No one else needs to know
- Other patrons at the bar
Correct answer: The manager and all relevant staff members so the cut-off is consistently enforced
When a patron is cut off, the manager and all relevant staff members should be informed so the cut-off is consistently enforced throughout the establishment, preventing the patron from obtaining drinks from another server.
Question 6: What should a server do after cutting off a patron who is alone?
- Leave them alone
- Help arrange safe transportation home and continue to check on them (Correct answer)
- Ask them to leave immediately
- Serve them one more drink as a goodwill gesture
Correct answer: Help arrange safe transportation home and continue to check on them
After cutting off a lone patron, the server should help arrange safe transportation (taxi, rideshare), offer non-alcoholic beverages and food, and continue to check on them until they leave safely.
SIR Refusing Service Procedures 1
Under BC law, when is a server legally required to refuse service?