Smart Serve Ontario Refusing Service 2

Question 1

How should a server refuse service to a patron who appears to be under 19 and has no valid ID?

Accepted Answer

Politely explain that valid government-issued photo ID is required by law, and without it, they cannot be served alcohol

Answer

Serve them if they look close to 19

Answer

Ask other patrons to vouch for their age

Answer

Serve them beer but not spirits

Question 2

What should a server do if a patron becomes hostile after being refused service?

Accepted Answer

Maintain the refusal, ensure personal safety by stepping back, and involve management or security immediately

Answer

Back down and serve them to defuse the situation

Answer

Match their hostility to establish dominance

Answer

Ignore them and walk away without alerting anyone

Question 3

Can a licensee be penalized if their server fails to refuse service to an intoxicated patron?

Accepted Answer

Yes, both the server and the licensee can face penalties including fines and licence sanctions

Answer

No, only the server is responsible

Answer

Only if the patron causes an accident

Answer

Only on the second offence

Question 4

What is the proper approach when a patron who was previously refused service at another establishment tries to order at yours?

Accepted Answer

Assess their current condition independently — if they show signs of intoxication, refuse service regardless of where they were previously

Answer

Serve them since they are in a different establishment now

Answer

Contact the other establishment for details

Answer

Serve them only non-alcoholic drinks

Question 5

What alternative options should a server offer when refusing further alcohol service?

Accepted Answer

Non-alcoholic beverages, water, food items, coffee or tea, and assistance with transportation

Answer

Nothing — just refuse and move on

Answer

Only water

Answer

A discount on their next visit

Question 6

What should a server do if they are pressured by management to continue serving an obviously intoxicated patron?

Accepted Answer

Maintain the refusal, as the legal obligation to refuse service to intoxicated patrons overrides management direction, and document the incident

Answer

Follow management's instructions since they are in charge

Answer

Serve the patron but note it in writing

Answer

Quit immediately