The Alcohol and Gaming Commission of Ontario (AGCO), which is an arm’s length agency of the
Ontario Government, issues licences for the sale and service of alcohol in Ontario. The AGCO can also
suspend or revoke a licence.
The minimum age for someone to serve or sell alcohol in Ontario is 18. He or she must also be Smart
Serve certified
The Liquor Licence Act (LLA) is legislation that outlines the laws and regulations affecting the sale and
service of alcohol in Ontario. This includes ensuring that you never serve a customer to the point of
intoxication. Not complying with the laws and regulations, could result in you being held civilly and/or
criminally liable.
Drinking coffee, water or eating food will not help someone sober up faster. Once alcohol has been
absorbed by the body and moves into the bloodstream, only time will help.
It is your legal obligation to refuse the sale of alcohol to anyone if you have reason to believe he/she is
intoxicated and/or you suspect they may be purchasing alcohol for an underage person
You cannot allow an intoxicated customer to enter or remain on the premises of a licensed establishment.
On average, the body can metabolize approximately 1 standard drink per hour.
Alcohol content is measured by the percentage of alcohol that is found in a specific volume of
liquid. A volume of liquid is measured in ounces (oz) or millilitres (mL). The original container
or bottle will list the percentage of alcohol.
Alcohol begins to move through the stomach, intestines, and into the bloodstream even as the
first drink is being consumed. Every heartbeat then carries it throughout the body, into tissues
and organs (e.g. the brain). Since alcohol is a depressant, it slows down the central nervous
system and impacts how a person thinks, acts, and moves.
The amount of alcohol in the bloodstream is called Blood Alcohol Concentration (BAC). BAC is
the amount of alcohol measured in milligrams, found in 100 millilitres of blood. For example, a
person with 50 mg of alcohol per 100mL of blood has a BAC of 0.05 (50 mg divided by 100
mL).
Alcohol is metabolized more slowly than it is absorbed, therefore each drink consumed will
increase the blood alcohol concentration until the body is able to get rid of it. Approximately
90% of the alcohol content will be slowly eliminated from the bloodstream. How does the body
do this? It has an efficient system that uses chemicals in the liver to break down (metabolize) the
alcohol so that it can be eliminated from the body at an average rate of one drink per hour. The
remaining 10% will be eliminated through a person's breath, sweat, and urine.
The number of drinks and how quickly they are consumed are two main factors that affect BAC
levels. The more drinks consumed in a shorter period of time, the higher the BAC. For example,
four drinks in one hour will cause a higher BAC than one drink per hour for four hours. And,
because alcohol takes time to make its way into a person's bloodstream, BAC will continue to
rise, even after the person stops drinking. So how can you estimate what is safe to serve each
customer?
1) Know your Standard Drink sizes:
The Standard Drink is a benchmark that can help you estimate the amount of alcohol each guest
has consumed.
Each of these servings contains exactly the same amount of alcohol (0.6 ounces or 17 mL of pure
alcohol) and will have the same effect on the body.
2) Learn how to read a BAC chart:
A BAC Chart shows an estimate of what happens to BAC levels when a certain number of
Standard Drinks are consumed over a specific period of time. Actual BAC values will vary based
on body type, sex, and other factors.
3) Monitor how much your guests drink:
In addition to counting drinks, use your observational skills. Watch and listen to your guests and
continue to talk with them throughout their visit to see if they are showing any signs of
intoxication.
Providing a safe and responsible alcohol experience means not serving a customer to the point of
intoxication.
How Alcohol Moves Throu gh the Body Complete
There are three general classes of alcohol: beer, wine, and spirits. Examples of spirits are vodka, gin, rum,
tequila, whisky, and brandy. Spirits also include flavoured liqueurs such as Jagermeister, Kahlua,
Amaretto, and many more
Alcohol content is measured by the percentage of alcohol that is found in a specific volume of
liquid. A volume of liquid is measured in ounces (oz) or millilitres (mL). There are differences in
the alcohol content found in beer, wine, and spirits.
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Beer can contain 4.5%, 5%, or even 9% alcohol.
Wine can contain from 6% to over 15% alcohol.
Spirits can contain from 15% to over 40% alcohol.
Alcohol content is measured by the percentage of alcohol that is found in a specific volume of
liquid. A volume of liquid is measured in ounces (oz) or millilitres (mL). There are differences in
the alcohol content found in beer, wine, and spirits.
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Beer can contain 4.5%, 5%, or even 9% alcohol.
Wine can contain from 6% to over 15% alcohol.
Spirits can contain from 15% to over 40% alcohol.
The Standard Drink is a benchmark that can help you estimate the amount of alcohol each
customer is consuming.
Note: Each of these drinks contains exactly the same amount of alcohol (0.6 ounces or 17 mL of
pure alcohol), and will have the same effect on the body.
One Standard Drink of BEER is 12 ounces (341 mL) of beer (including cider) with 5% alcohol.
One Standard Drink of WINE is 5 ounces (142 mL) of wine with 12% alcohol
One Standard Drink of SPIRITS is 1.5 ounces (43 mL) of spirits with 40% alcohol
How to Calculate a Standard Drink
It’s important to always think of a drink serving in terms of a Standard Drink. However,
sometimes the alcohol being served is not a Standard Drink size and may have a different
percentage of alcohol.
Use this formula to calculate what a Standard Drink will be for any percentage of alcohol.
60 ÷ alcohol percentage = amount (in ounces)
For example, a drink containing 40% alcohol would require a serving size of 1.5 ounces to be
considered a Standard Drink. The calculation is: 60 ÷ 40 = 1.5
Shot Glasses
An establishment can choose from many glass styles when serving alcohol, except when it
comes to shots and shooters. Shots and shooters should not be served in round-bottomed vials or
test tubes. They should be served in a self-supporting, flat-bottomed container. The customer
must be able to put the drink down so they are not forced to drink the entire serving at once.
12 ounces = 1 Standard Drink
16 ounces = 1.3 Standard Drinks
20 ounces = 1.6 Standard Drinks
A Margarita can contain 3 ounces of 40% alcohol:
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Tequila (2 ounces)
Cointreau (1 ounce)
A Long Island Iced Tea can contain 2.5 ounces of 40% alcohol:
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Vodka (0.5 ounce)
Rum (0.5 ounce)
Cointreau (0.5 ounce)
Tequila (0.5 ounce)
Gin (0.5 ounce)
A drink that contains 3 ounces of spirits with 40% alcohol equals 2 Standard Drinks (3 ounces ÷ 1.5
ounces = 2 Standard Drinks
How BAC is Measured
Drinking an alcoholic beverage will result in its alcohol content being absorbed into the
bloodstream. The amount of alcohol in the bloodstream is called Blood Alcohol Concentration
(BAC). BAC is measured by the amount of alcohol (milligrams) found in 100 milliliters of blood.
For example, a person with 50 mg of alcohol per 100mL of blood has a BAC of 0.05 grams per
100 mL of blood (50 mg divided by 100 mL = 0.05 g per 100 mL).
BAC and Intoxication
The higher the BAC, the higher the level of intoxication. Intoxication is a state in which a person's
normal capacity to think, act and move is impaired by alcohol, cannabis, and/or other drugs. This
puts your customer, and others at risk. It’s your job to keep track of how much your customers are
drinking and to estimate the amount you can safely serve.
BAC Chart
A BAC chart can help by showing an estimate of what happens to BAC levels when a certain
number of Standard Drinks are consumed over a specific period of time.
BAC charts incorporate a person’s sex, weight, number of drinks consumed and time. Time is
the most important factor impacting BAC. The more drinks consumed in a shorter period of
time, the higher the BAC.
BAC will continue to rise, even after the person stops drinking, because it takes time for alcohol
to travel into the bloodstream.
BAC charts also take into account that the body will eliminate alcohol at a rate of approximately
one Standard Drink per hour. Elimination rates will vary based on a person’s sex and weight.
This BAC chart assumes a rate of elimination of alcohol from the body of 0.015 mg/ml/hr,
or approximately one Standard Drink per hour. Elimination rates may vary between 0.01
and 0.025 mg/ml/hr, depending on factors such as a person’s sex and weight. This means
that less than one Standard Drink may be eliminated by an individual's body per hour.
Note: In Ontario, a BAC of 0.05 or over can lead to a driver’s licence suspension under the
Highway Traffic Act (HTA). A BAC of 0.08 or over is a criminal offence. Check the Resources
section for a link to more information on The Highway Traffic Act.
The Traffic Light System
Counting drinks is not always a realistic way to judge a customer’s level of intoxication,
especially if they have been drinking or using drugs before they enter your workplace. For this
reason, a traffic light system of “red, yellow and green” can be helpful in determining whether or
not it is safe to serve your customers.
GREEN means go.
Assess your customer and choose GREEN if the customer is showing no signs of intoxication. At
this rating, the customer is likely to have a BAC level of 0.05 or less and can be served alcohol.
YELLOW means caution/slow down.
Assess your customer and choose YELLOW if the customer is beginning to show signs of
intoxication
RED means stop.
Assess your customer and choose RED if they are showing multiple signs of intoxication. This
customer cannot be served alcohol. You are responsible for an intoxicated customer until he or
she is sober again and you will need to take steps to ensure their safety.
Factors that Impact BAC: Part 1
Sex, weight, number of drinks and time are the main factors that impact a customer’s BAC level.
There are additional factors that can impact a customer’s BAC level.
BAC depends
Body size
Body Fat
Fitness
Age
Sex
Factors that Impact BAC: Part 2
Food and Non-Alcoholic drinks
Eating foods that are high in fat and protein, before or while drinking, will keep alcohol in the
stomach longer and slow down absorption. This means it may take more time for BAC levels to
rise. Eating food and consuming alcohol-free drinks may also slow the rate at which a person
consumes alcohol.
Note: Salty foods can cause a guest to become thirsty, which may lead them to drink more in a
shorter period of time.
Drugs
Legal/illegal drugs, cannabis, prescription drugs, and over-the-counter medications can increase the
effects of alcohol
Caffeinated Drinks
Caffeinated energy drinks and coffee are stimulants that can mask the effects of alcohol. This means
people consuming these drinks along with alcohol may not realize how intoxicated they are becoming.
Health Canada requires that all energy drink labels state “do not mix with alcohol.”
Carbonated Drinks
Carbonated drinks allow alcohol to enter into the bloodstream faster than normal. This is because
carbonation builds up the pressure in the stomach, forcing alcohol into the stomach lining. From there,
alcohol can quickly pass into the bloodstream.
Factors that Impact BAC
Under most social drinking conditions, drinks are consumed every 20 minutes or at a rate of three per
hour in a one to two hour period. Patterns will change with extended periods of drinking. People who are
involved in social activities (talking with friends and eating) will often drink less, and slower.
Tolerance
Experienced or regular drinkers tend to increase the amount they drink over time to feel the same effects
from alcohol. They may show few visible signs of intoxication even with fairly high BACs. It is entirely
possible for a customer to be too drunk to legally drive, yet show no visible signs of intoxication. It is
important to note that a greater tolerance to alcohol does NOT lower a person’s BAC.
As people age, their ability to metabolize alcohol decreases.
Food absorbs alcohol, keeping it in the stomach longer which slows down the rate at which it is absorbed
into the bloodstream Eating foods that are high in fat and protein before or while drinking, will help to
slow down alcohol absorption.
People with more body fat tend to have a higher BAC than more muscular people of the same weight.
Mixing a Caffeinated Energy Drink with alcohol increases the potential of your customer not realizing
they are becoming intoxicated
The smaller person will have a higher BAC level because alcohol is concentrated in a smaller body mass.
When served the same amount of alcohol in the same amount of time, a 120-pound person and a 160
pound person will both have the same BAC level. (False)
Carbonated drinks allow alcohol to enter into the bloodstream faster than normal.
While people who drink on a regular basis are used to the effects of alcohol, a greater tolerance
to alcohol does NOT lower a person’s BAC.
A female will likely have the higher BAC. Females tend to have a higher proportion of fatty tissue and
less total body water than males of the same weight.
Correct, these are signs of intoxication:
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Change in vital signs
Decrease in alertness
Annoying other guests
Making poor decisions
Being overly friendly and starting conversations with strangers
Loss of self-control and inhibitions
Loss of hand-eye coordination
Physical
Change in vital signs and physical appearance:
 Breathing is noticeably slower/shallower
 Excessive sweating; may smell of alcohol and/or cannabis
 The face is flushed/red face
 Eyes are red/glassy/expressionless
 Pupils are dilated
Change in energy:
 Looking tired; sleepy; passing out
Loss of hand-eye coordination:
 Unable to pick up change
 Spilling or knocking over drinks
 Fumbling with phone
Loss of motor control and balance:
 Unable to sit straight in a chair
 Swaying; stumbling; bumping into things
 Holding onto chairs or tables for support
 Falling down; holding out arms for balance
 Difficulty walking in a straight line or moving around objects
MENTAL/COGNITIVE
Change in speech:
 Speaking louder than necessary
 Slurring words
 Using foul language
 Talking too slow, too fast, or both
Loss of memory:
 Leaving a drink on a table or bar and then ordering another
 Forgetting where they are, or where they came from
 Forgetting names
 Repeating stories, jokes, or conversations
Decrease in alertness:
 Slower response to questions
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Losing train of thought; lacking concentration
Unable to do simple calculations (for example, paying the bill)
Loss of self-control and inhibitions:
 Drinking faster
 Becoming animated and boisterous
 Talking to strangers
 Complaining about the price of drinks, or how they’re made
 Making irrational statements
Making poor decisions:
 Being careless with money
 Ordering two drinks at a time, or ordering doubles
 Wanting to drive while intoxicated
SOCIAL
Change in social interactions:
 Being overly friendly and starting conversations with strangers
 Buying a round of drinks for strangers
 Being argumentative
 Becoming aggressive
 Making sexual advances
 Annoying other guests
Tips for Slowing down the Service
Count the number of drinks they serve
Know how much you can safely serve and how many drinks you have already served the customer.
You can check their tab or, if they are paying for drinks as they order them, carry a small pad of
paper and note each drink served. You could also make note of the time they started consuming
alcohol.
Serve one drink at a time
Avoid serving a customer multiple drinks at a time. Do not encourage customers to reorder
while they still have a partially filled drink on the table.
Slow the rate of service
Be less available for service by passing the table less frequently. Don't ignore your
customer, but don't rush to serve them alcohol.
Manage the buying of rounds
When a customer orders a round for the table, acknowledge the order, then politely ask
each person if they would like to have the drink ordered for them. Some may turn down
the offer.
Offer water
Serve a glass of water and refill water glasses often
Offer Food
Food helps slow the rate at which alcohol is absorbed. Some foods do this better than
others. Eating foods that are high in fat and protein, before or while drinking, will keep
alcohol in the stomach longer and slow down absorption. Avoid salty foods such as chips,
pretzels, or peanuts as these can make customers thirsty and increase the amount of alcohol
they drink.
Offer Alcohol-free beverages
Providing alternatives like soft drinks, mocktails, coffee or juice will allow time for the
customer's body to process some of the alcohol consumed. Use different glasses to identify
alcohol-free drinks from alcoholic drinks. This is especially important when minors are
permitted on the premises and are being served alcohol-free beverages.
Communicate
Let your manager and co-workers know when you begin to slow down service to a
customer. Be sure to do this before you go on break, when your shift ends, or when you
change sections. This will prevent the customer from undermining your decision by trying
to get served by other staff members.
Alerts for Stopping service
Alert a backup person
A back-up person should be ready to provide help in case a customer becomes hostile or
violent. Your manager is a good example of a back-up person and can also be a valuable
witness.
Seek Privacy
Be discreet. You can minimize confrontations by speaking to the customer in private to
avoid embarrassing them. If necessary, inform a sober individual in the same party that
you have stopped service, as the customer may be willing to accept this decision from a
friend.
Watch your body language
Crossed arms, frowns, pursed lips, or standing 'toe-to-toe' with a customer suggests an
aggressive approach that could encourage hostility. Always maintain an open but firm
manner and posture when talking to a customer.
Avoid be Judgmental
Statements such as "I think you've had enough to drink" or "You're drunk" are likely to
offend the customer and make them hostile. Instead, take a calm and firm approach. Let
the customer know that you cannot, by law, serve them any more alcohol. Statements such
as "I'm sorry but I could get in a lot of trouble if I serve you another drink" can take the
focus off the customer and help minimize the risk of confrontation.
Show Concern and Empathy
Statements like "We want to make sure you get home safely" will show customers that you
are concerned about them. Maintaining eye contact or nodding your head will let customers
know you are listening to them.
Be Firm
Be calm, firm, and keep it simple. Do not get into lengthy explanations, bargaining, or
defending your decision. If the customer tries to talk you out of your decision, stand firm
and repeat your decision.
Communicate your decision
Let your co-workers know that you have stopped service to a customer. This will prevent
the customer from getting drinks from another server.
Stay on Guard
If you have stopped service to one customer at a table, ensure they do not get drinks from
their companions. If this happens, stop service to the entire table and remove all alcohol
from the table.
Safety comes first
Your personal safety, and the safety of your customers always comes first. If you ever feel
in danger, walk away and notify your manager, or call the police.
How to Keep Customers Save
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Tips for keeping customers safe.
Tips for handling dangerous situations.
What Would You Do? Scenario One
Sonny and his friends just arrived at your establishment to celebrate Sonny’s birthday. They are
loud and boisterous and immediately order a round of shots.
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Check their identification
Take a few minutes to have a conversation with them
Make eye contact and pay attention to how they speak and act
Determine if they have been drinking before arriving at your establishment
Determine if they have been drinking before arriving at your establishment
What Would You Do? Scenario One
Just before closing time, you notice two customers engaging in a loud conversation. Over the next few
minutes, the situation escalates until the behaviours of both customers becomes more aggressive.
Handling a situation that could be dangerous:
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Intervene in a friendly manner
Explain that fighting is not allowed
Let your manager know as soon as possible
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Avoid any physical contact
Move other customers to safety, if required
Remove the aggressive customers, if required
Call the police if the situation gets out of hand
Check their identification
Tips for Keeping Your Customers Safe
You are responsible for keeping your customers safe. This includes not serving them to the point
of intoxication, as well as being aware of what’s happening around them.
Assess the Customer
When you first contact customers, it is important to note their initial condition.
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Do they seem impaired by drugs and/or alcohol?
What mood are they in?
Do they show signs that might indicate a medical condition?
Use Listening and Observational Skills
Always take a few minutes to engage customers in conversation and make eye contact. Listen
carefully to what they say and how they say it.
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What tone of voice do they use?
Are they loud or aggressive?
Do they slur their words?
Does their behaviour seem inappropriate for the situation?
Make note of Their Body Language
A customer who appears to have a slower response time in speech and movement may already be
under the influence of alcohol or drugs.
NOTE: There are medical conditions whose symptoms may mimic those of someone who is
intoxicated. You need to be sensitive to the possibility that something other than alcohol or drugs
may be responsible for a guest’s symptoms, and then use your experience and common sense to
help you make the right call
Watch for Activities Around them
It’s not just the customer's level of intoxication you need to be aware of. There may be situations in which
a customer is harassing or is being harassed by other customers, and things are becoming unsafe. Monitor
these situations closely and step in if required.
Keep Lines of Communication Open
Continue to talk and assess your customers throughout their visit.
Tips for Handling Dangerous Situation
Violence, harassment, and illegal activities (e.g., drug use/sales, prostitution, illegal gambling, and alcohol
being brought onto the premises by a customer) are just some of the situations you may witness in your
workplace. When handling potentially dangerous situations, safety comes first. Check to see if your
establishment has a house policy on how to handle these kinds of situations.
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Talk to your manager
Spots signs of trouble
Spots signs of harassment
Avoid physical contact
Call Police
A SIMPLE Approach to alcohol sales and service in the retail environment
Check for SIGNS of intoxication. You must never sell alcohol to a person who appears to be intoxicated
Make sure that a customer’s I.D. is valid and has not been tampered with. A valid I.D. is one that is issued
by the government and includes a person’s photograph and date of birth. You must never sell alcohol or
provide alcohol samples to a customer who is under the age of 19
MONITOR what’s going on around you. Look for signs that would indicate a customer should not be sold
alcohol or provided with alcohol samples
PREVENT customers from purchasing alcohol if they are underage or intoxicated. Be aware of customers
who may be purchasing alcohol for a minor, or for any customer whose sale was already refused.
LET your manager and co-workers know if you have refused a sale to a customer. This helps them be on the
lookout in case that customer attempts to purchase alcohol from another cashier after being refused the sale.
EVALUATE the best way to respond to a situation. Inform your manager, co-workers, and the police as
required
Know your rules
Together, the Liquor Licence Act (LLA) and the Liquor Control Act (LCA – which controls the sale,
transportation and delivery of alcohol in Ontario) outline most aspects of selling alcohol in a retail
environment. It is your responsibility to know the rules and regulations.
Know your responsibilities
In a retail environment, there are a number of rules and regulations that govern the sale of alcohol, including:
employees who are permitted to sell alcohol, who you can sell it to, the hours that it is available for sale,
and how it should be stored and displayed.
Work Together as a Team
It takes teamwork to run every aspect of a busy retail establishment and the sale of alcohol is no exception.
You must work closely with your manager and your colleagues to make certain that the sale of alcohol is
managed properly.
Sexual Violence
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An overview of sexual violence and two types of sexual violence:
o Sexual harassment
o Drug facilitated sexual assault
Tips for identifying and handling these dangerous situations
Sexual Violence
You are responsible for helping to keep guests safe. This includes knowing how to identify acts
of sexual violence that may take place in your establishment and steps you can take if you
identify these dangerous situations.
Identifying and dealing with acts of sexual violence in your establishment may be difficult and
uncomfortable. It is important to remember that all establishments and their staff have a Duty of
Care to keep their guests safe from harm. If you identify a potentially dangerous situation, use
your best judgement to determine how to deal with potential risks. For example, notify other
staff and management before you intervene.
What is sexual violence?
Sexual violence is any unwanted verbal or physical sexual acts, and attempt to obtain sexual acts
by violence, force or fear.
There are many types of sexual violence, for example:

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Sexual assault (rape, attempted rape, and forced sexual touching)
Drug facilitated sexual assault (intoxication due to the consumption of a mind-altering
substance, including alcohol, cannabis, and other substances)
Sexual harassment
This chapter covers sexual harassment and drug facilitated sexual assault.
Page
Sexual Violence
This Chapter Covers:

An overview of sexual violence and two types of sexual violence:
o Sexual harassment
o Drug facilitated sexual assault
 Tips for identifying and handling these dangerous situations
Disclaimer: The inclusion of sexual violence in this training program does not exclude
establishments from having their own policies that address how to deal with these types of
dangerous situations.
This Chapter Covers: Complete
Sexual Violence
You are responsible for helping to keep guests safe. This includes knowing how to identify acts
of sexual violence that may take place in your establishment and steps you can take if you
identify these dangerous situations.
Identifying and dealing with acts of sexual violence in your establishment may be difficult and
uncomfortable. It is important to remember that all establishments and their staff have a Duty of
Care to keep their guests safe from harm. If you identify a potentially dangerous situation, use
your best judgement to determine how to deal with potential risks. For example, notify other
staff and management before you intervene.
What is sexual violence?
Sexual violence is any unwanted verbal or physical sexual acts, and attempt to obtain sexual acts
by violence, force or fear.
There are many types of sexual violence, for example:



Sexual assault (rape, attempted rape, and forced sexual touching)
Drug facilitated sexual assault (intoxication due to the consumption of a mind-altering
substance, including alcohol, cannabis, and other substances)
Sexual harassment
This chapter covers sexual harassment and drug facilitated sexual assault.
Sexual Vio lence Complete
Sexual Harassment
What is sexual harassment?
Sexual harassment is a type of sexual violence. It includes unwelcome sexual advances, requests
for sexual favours, and other verbal or physical harassment of a sexual nature.
Select the button below to review some acts of sexual harassment.
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Catcalling (whistle, shout, or comments to a person passing by)
Name-calling
Inappropriate comments about physical appearance or clothing
Threatening statements and bullying
Spreading sexual rumours
Persistent and unwanted attention (stalking, following around)
Unwanted hugs, kisses, patting or stroking
Unwanted sexual comments, requests, touching or groping
Taking photos or videos of other individuals without their permission
What is drug facilitated sexual assault
Drug facilitated sexual assault is a form of sexual violence. It is any unwanted sexual act carried out on an
individual after they have become intoxicated due to the consumption of a mind-altering substance. This
can include the consumption of alcohol, cannabis, or date-rape drugs such as GHB - GammaHydroxybutyric acid (also called “Liquid X” or “G”).
Some victims may display signs of intoxication. In addition, if date rape drugs like GHB are
consumed, the victim may:
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Feel drunk, despite having consumed little to no alcohol
Have a sudden change in body temperature, which can cause sweating or chattering
teeth
Pass out
Appear physically upset, or crying
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Appear drunk, helpless, confused
Lose bowel or bladder control
Be unaware of what is happening or have little or no memory of what has happened

How to Help Keep Guests Safe: Part 1
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
What is Consent?
Consent is a clear, conscious decision and agreement by individuals to have contact. This
can include verbal contact such as conversations, or physical contact such as touching.
Consent is voluntary and must be given without any fear, force, or threat.
Consent cannot be given when someone is physically or mentally impaired. For example,
an individual who is unaware of their surroundings or passed out, cannot give consent.
Consent can be withdrawn. This means consent can be given for an act and then withdrawn
for that same act. Once consent is withdrawn, all actions must stop right away.
Agreeing to any form of physical or verbal contact does not mean consent to other forms
of contact.
Non-consensual acts can have a negative long-term impact on the lives of their victims.
Non-consensual acts are illegal.
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How to Help Keep Guests Safe: Part 2
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Individuals commit acts of sexual violence with or without the consumption of
alcohol, cannabis, or other drugs.
Individuals who consume alcohol may experience reduced inhibitions and may be
more likely to perceive that their victims are deriving enjoyment from forced sexual
contact. They may also be less concerned about the negative impact of their actions.
How to Help Keep Guests Safe: Part 3
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Don’t give a drink to someone who didn’t order
Be proactive and responsive. If you see something, do something
Use your eyes
Use your ears
Undo the isolation
Don’t make assumptions
Making Good Decisions: Know the safety of your customers
In this activity, you must apply your knowledge to:
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Determine whether a server must assess each guest with every drink served.
Estimate how much a guest can safely consume.
Understand a server's right and obligation to refuse service to a guest showing signs of
intoxication.
Recognize potential liability when a guest who is likely becoming intoxicated
continues to be served alcohol.
Watch the following four scenes carefully. After each scene, you will have the opportunity to
check your knowledge by completing an interactive quiz.
Incorrect. Both the manager and licensee could be held civilly liable.
The server refused service when she observed the customer was beginning to show signs of
intoxication. She took the right steps to protect herself from liability.
The manager, however, served the guest a third drink in just over an hour and should have
known the guest would become intoxicated. Because he ignored his Duty of Care, the manager
could potentially be held civilly liable for injuries suffered by the guest, as well as for third-party
damages to the business next door.
Under Vicarious liability, the licensee could also be held responsible for the negligent or
otherwise wrongful conduct of the manager
Correct. While many factors affect the amount of alcohol in a guest's bloodstream, a woman of this
weight, who consumes two glasses of wine within one hour, would have a BAC level of 0.06 according to
the BAC chart. She is also beginning to exhibit some signs of intoxication.
In this activity, you must apply your knowledge to:
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Evaluate a customer's level of intoxication.
Understand a cashier’s responsibility when a customer, showing signs of intoxication,
attempts to purchase alcohol.
Demonstrate the correct way to deny the sale of alcohol to an intoxicated individual.
Understand the actions to take when a customer, whose alcohol purchase has been
refused, attempts to purchase it from another cashier.
Watch the following four scenes carefully. After each scene, you will have the opportunity to
check your knowledge by completing an interactive quiz.
According to the Liquor Licence Act (LLA), a cashier has an obligation to deny the sale of alcohol to a
person who is showing signs of intoxication.
Correct. All three are useful strategies when denying the sale of alcohol to a customer. Following these
strategies will help to ensure that your customer service approach is calm, firm, and professional.
Decision Time
Correct. Intoxicated customers who have been denied the sale of alcohol may attempt to purchase alcohol
at another checkout counter. In this situation, the cashier who initially denied the sale should intervene
immediately. He should discreetly tell his colleague that the customer is intoxicated, the sale must be
refused and the manager should be informed
In this activity, you must apply your knowledge to:
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Recognize the amount of time it can take for the alcohol in a drink to reach a guest's
brain.
Identify types of foods that slow down the absorption of alcohol into the bloodstream.
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Describe a server's responsibility when a guest who is rated yellow orders another
drink.
Identify why it is important to re-evaluate a guests rating with each new drink order.
Watch the following four scenes carefully. After each scene, you will have the opportunity to
check your knowledge by completing an interactive quiz.
It can take up to 30 minutes for the alcohol to reach a person's brain. This means, a person who has been
drinking prior to arriving, may not show signs of intoxication until after being admitted. Likewise, the last
drink served may not be felt until a half-hour later, when the guest could be on their way home. A server
should use the Traffic Light System and re-evaluate a guest's rating with each new drink order.
Correct. Foods high in protein and fat, like the burger and fries, absorb more alcohol than other
types of foods. Eating these foods before, or while drinking, will hold alcohol in the stomach
longer and slow the rate at which alcohol is absorbed.
Foods like nachos and cheese, while high in fat, are also high in salt. Salty foods tend to make
people thirsty, so always serve plenty of water with these types of foods.
Salads are not effective in slowing down the rate at which alcohol is absorbed.
Correct. When a guest is in the yellow zone, service must be slowed down or stopped. In this
situation, the guest has finished her meal and has not consumed alcohol for 30 minutes which
gave her body time to process the alcohol.
The server can now reassess the guest’s BAC and determine whether or not it is safe to serve the
next drink.
Correct. Although she ate a meal and has not consumed alcohol for 30 minutes, if served a third
drink within a 2 hour period, she would likely display further signs of intoxication. Service must
be refused until she is no longer showing signs of intoxication.
Remember it can take up to 30 minutes for alcohol to reach the brain, and for BAC to reach its
peak.