Refusing Service Flashcards
6 cards from real Smart Serve Ontario practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Refusing Service flashcards as text
What approach should a server take when a regular customer who has never caused problems before shows signs of intoxication?
Answer: Apply the same standards as any patron — politely and respectfully refuse service while acknowledging the relationship
Responsible service standards apply equally to all patrons, including regulars. The positive relationship can actually make the conversation easier, as it can be framed within the context of genuine care.
What is the legal consequence for a server who serves alcohol to a person they know to be intoxicated?
Answer: Personal liability for fines under the LLCA and potential civil liability if the patron causes harm
Servers face personal fines under the LLCA for serving intoxicated patrons and can be held personally liable in civil suits if the patron subsequently causes injury or damage.
How should a server handle the situation when a patron orders a drink for a companion who appears intoxicated?
Answer: Refuse the order and explain that alcohol cannot be provided to or for anyone who appears intoxicated
Regardless of who places the order, alcohol cannot be served to or for an intoxicated person. The server must refuse and explain that it is illegal to provide alcohol to someone who is intoxicated.
What steps should an establishment take to support servers in their refusal decisions?
Answer: Establish clear policies, train all staff, support refusal decisions publicly, and create a culture where responsible service is valued over sales
Effective support includes clear written policies, comprehensive training, management backing of refusal decisions, and a workplace culture that prioritizes responsible service over revenue.
What is the proper response when a patron insists they have a medical condition causing symptoms that mimic intoxication?
Answer: Continue to assess their condition carefully, consider their explanation, but if you cannot determine whether symptoms are medical or alcohol-related, err on the side of caution and refuse service
While some medical conditions can mimic intoxication symptoms, the server must err on the side of caution if unable to determine the cause. Safety is the priority, and the patron should not be served if there is uncertainty.
What should the last server to serve a patron before they become visibly intoxicated understand about their liability?
Answer: They should understand that the last establishment and server to provide alcohol may bear significant liability if the patron causes harm
The 'last drink' rule means the final server and establishment to provide alcohol often bear the greatest share of liability. This underscores the importance of monitoring patrons continuously, not just at the point of obvious intoxication.