Review
Now that you have read through the material for this section, test your knowledge with the following activities. If you have difficulty, go back to the relevant page(s) to review the information presented.
Case Studies
Select a case study for review. Click "possible answer" to compare your answer to the correct response.
Brian felt the ID for possible alterations; he observed all the information on the ID; and he asked the man for his street address, date of birth and his height to confirm the information on the ID. He also asked the man for his signature so the ID could be verified.
The employee observed suspicious behaviour and language in the parking lot as he was coming to work and passed the information on to Brian the doorman.
Robert should privately and discreetly reinforce that legally the establishment is responsible to discontinue service if a patron reaches a state of intoxication. He should explain that he is reducing the establishment‘s risk of liability and offer to call the customer a taxi.
Robert comes to the table. “Good evening, ladies,” he says. Tina interrupts, “Well, I can’t believe your server has told us we can’t have any more wine.” Robert replies, “That’s right, I’m afraid that we cannot serve you any more. We just want you to get home safely, and we would be happy to call you a taxi on the house to make sure you get home safely.” Alice says to her friend, “Aw…come on Tina. Let’s take the taxi to my place. I have some cabernet we could drink. No one can cut us off there.” Robert calls Acme Cabs for the ladies and walks them out to the taxi.
The busboy spoke to Jennifer regarding his concern. Jennifer communicated the situation to Robert. As the backup, Robert intervened when Jennifer needed assistance.
- How would you fill out an incident report for this situation? Fill out the incident report in the Resources section.
Questions to ask at work
- Are all staff trained and regularly updated on the house policy?
- What situations result in most of our problems with intoxicated patrons?
- Who is responsible for door control and checking for ID at our establishment?
- Are we aware of our house policy regarding steps for discontinuing service to an intoxicated guest?
- Have we practised effective dialogues for discontinuing service?
- Do we know where the incident log is located, and do we know how to fill it out properly?
- What alternate transportation options are available in our neighbourhood?
Type your answers into the boxes below. Click "reveal answer" to compare your answer to the correct response.
Quick review test
1. List three ways to identify fraudulent ID.
Your answer
Three ways to identify fraudulent ID are to hold the ID in your hands, check the photo and feel the document.
2. List two types of activity that indicate customers at a liquor store are purchasing for minors.
Your answer
Two types of activities indicating that customers at a liquor store may be purchasing liquor for minors are that the minors are hanging out in groups near the store and adult customers are talking to them outside.
3. List three tactics to help create a pleasant and professional environment in a licensed establishment.
Your answer
Three tactics to create a pleasant and professional environment are through door control, identifying problem customers and creating a friendly, courteous and knowledgeable staff image.
4. Give an example of an effective way to refuse service to an intoxicated customer.
Your answer
An effective way to refuse service to an intoxicated customer is to privately and discreetly explain to the guest that he or she is intoxicated and will have to leave the premises, as intoxicated people may not legally remain on licensed premises. Also, inform them about your responsibilities to ensure both their safety and the safety of others, and say that you will assist them in getting home by calling a taxi or arranging for someone to drive them.
5. List the important details to include in an incident log.
Your answer
In an incident log it is important to log the time, place, date, nature of the incident, description of the parties involved, action taken, witnesses and any other pertinent information.
