SMARTSERVE Refusing Service and Intervention 1 — Questions and Answers
Question 1: When is a server legally required to refuse service to a patron?
- Only when the manager gives permission
- When the patron is showing signs of intoxication or is a minor (Correct answer)
- Only after the patron has had more than five drinks
- Only if the patron becomes physically violent
Correct answer: When the patron is showing signs of intoxication or is a minor
Ontario law requires servers to refuse service when a patron is visibly intoxicated or is under the legal drinking age.
Question 2: What is the best approach when refusing service to an intoxicated patron?
- Tell them loudly in front of other patrons
- Be calm, firm, and respectful while offering alternatives like water or food (Correct answer)
- Demand they leave immediately
- Offer them a discounted non-alcoholic drink to avoid conflict
Correct answer: Be calm, firm, and respectful while offering alternatives like water or food
A calm, firm, and respectful refusal that offers alternatives is the most professional and effective approach to managing an intoxicated patron.
Question 3: What should a server do if a refused patron becomes aggressive?
- Serve them one last drink to calm them down
- Involve management and security and, if necessary, call police (Correct answer)
- Argue back to assert authority
- Ignore them and serve other patrons
Correct answer: Involve management and security and, if necessary, call police
When a patron becomes aggressive after a refusal, the server must involve management and security, escalating to police contact if the situation cannot be safely managed.
Question 4: A patron's friend orders a drink on their behalf after the patron was cut off. What should the server do?
- Serve the friend but remind them not to share
- Refuse the order if it appears intended for the cut-off patron (Correct answer)
- Serve the drink since a different person placed the order
- Ask the patron directly if they want the drink
Correct answer: Refuse the order if it appears intended for the cut-off patron
Serving a drink intended for a patron who has already been refused service violates responsible service obligations, regardless of who places the order.
Question 5: Which of the following is an effective intervention strategy when a patron has had too much to drink?
- Suggesting they move to a different table
- Offering food, water, and arranging a safe ride home (Correct answer)
- Challenging them to a sobriety test publicly
- Reducing the music volume to encourage them to sober up
Correct answer: Offering food, water, and arranging a safe ride home
Offering food, water, and safe transportation addresses the patron's immediate needs and helps manage their safe departure from the premises.
Question 6: Can a server be held personally liable for over-serving a patron who later causes a motor vehicle accident?
- No, only the licence holder is liable
- Yes, servers can face personal civil liability and possible criminal charges under certain circumstances (Correct answer)
- No, liability only applies to the patron
- Only if the server was aware the patron would be driving
Correct answer: Yes, servers can face personal civil liability and possible criminal charges under certain circumstances
Under dram shop liability principles, a server who knowingly over-serves a patron can face personal civil liability if that patron goes on to injure someone.
SMARTSERVE Refusing Service and Intervention 1
When is a server legally required to refuse service to a patron?