SMARTSERVE Refusing Service and Intervention 2 — Questions and Answers
Question 1: What is a 'third-party intervention' in the context of Smart Serve?
- A legal process involving a third arbitrator
- Involving a friend, family member, or colleague to help manage an intoxicated patron safely (Correct answer)
- Calling a third-party taxi service
- Notifying a third-party health authority
Correct answer: Involving a friend, family member, or colleague to help manage an intoxicated patron safely
Third-party intervention means enlisting someone close to the intoxicated patron — such as a friend — to help ensure they get home safely.
Question 2: What should a server do if they witness a visibly intoxicated patron being served at another station in the same venue?
- Mind their own section and do nothing
- Alert their manager or the serving staff member about the patron's condition (Correct answer)
- Confront the other server publicly
- Serve the patron themselves to control the situation
Correct answer: Alert their manager or the serving staff member about the patron's condition
Servers have a shared duty of care; alerting management or the relevant staff member ensures the establishment acts as a cohesive team to prevent over-service.
Question 3: A patron wants to drive home after being cut off. What should the server do?
- Provide their car keys back and hope for the best
- Strongly advise against driving and offer to arrange a safe ride such as a taxi or designated driver (Correct answer)
- Call police only if the patron starts the car
- Do nothing — it is not the server's responsibility once the patron leaves
Correct answer: Strongly advise against driving and offer to arrange a safe ride such as a taxi or designated driver
Servers have a duty of care to prevent intoxicated patrons from driving; offering safe transportation alternatives is a key part of responsible service.
Question 4: Which of the following is NOT an appropriate alternative to offer an intoxicated patron?
- A glass of water
- A coffee or tea
- A low-alcohol beer (Correct answer)
- A food item
Correct answer: A low-alcohol beer
Offering a low-alcohol beer still provides alcohol to a patron who has already been refused service, which is not an appropriate alternative.
Question 5: How should a server phrase a refusal to minimize conflict?
- 'You are drunk and cannot be served.'
- 'I'm not able to serve you any more alcohol tonight, but let me get you some water.' (Correct answer)
- 'The manager says you have had enough.'
- 'Leave now or I will call the police.'
Correct answer: 'I'm not able to serve you any more alcohol tonight, but let me get you some water.'
Using first-person language that is calm and non-accusatory reduces the chance of escalation while clearly communicating the refusal.
Question 6: What is the importance of involving management when refusing service to a patron?
- Managers can override the refusal if needed
- Management provides backup support, reinforces the decision, and helps handle escalation (Correct answer)
- It protects only the manager from liability
- Managers must legally make all refusal decisions themselves
Correct answer: Management provides backup support, reinforces the decision, and helps handle escalation
Involving management ensures the server has support, the refusal decision is backed by authority, and the establishment can appropriately manage any escalation.
SMARTSERVE Refusing Service and Intervention 2
What is a 'third-party intervention' in the context of Smart Serve?