SMARTSERVE Refusing Service and Intervention

Question 1

When is a server legally required to refuse service to a patron?

Accepted Answer

When the patron is showing signs of intoxication or is a minor

Answer

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?

Accepted Answer

Be calm, firm, and respectful while offering alternatives like water or food

Answer

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?

Accepted Answer

Involve management and security and, if necessary, call police

Answer

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?

Accepted Answer

Refuse the order if it appears intended for the cut-off patron

Answer

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?

Accepted Answer

Offering food, water, and arranging a safe ride home

Answer

Offering food, water, and safe transportation addresses the patron's immediate needs and helps manage their safe departure from the premises.

SMARTSERVE - Smart Serve Ontario Practice Test

SMARTSERVE - Smart Serve Ontario Practice Test

SMARTSERVE Refusing Service and Intervention