MANAGE RESPONSIBLE SERVICE
OF ALCOHOL
D1.HBS.CL5.03
Slide 1
Manage responsible service of
alcohol
This Unit comprises three Elements:
1. Maintain a responsible drinking environment
within a licensed environment
2. Dispense alcoholic beverages
3. Ensure customers drink within appropriate limits
Slide 2
Assessment
Assessment for this Unit may include:

Oral questions

Written questions

Work projects

Workplace observation of practical skills

Practical exercises

Formal report from employer or supervisor
Slide 3
Maintain a responsible drinking
environment
Performance Criteria for this Element are:

1.1 Identify customers who should be refused service

1.2 Apply enterprise & licensing authority eligibility
standards &/or requirements to be served alcohol

1.3 Explain restrictions for service courteously &
diplomatically

1.4 Where appropriate, request proof of age prior to
service
Slide 4
Identify customers who should be
refused service
Basic requirements:

All premises serving alcohol must be licensed

Licensed venues must comply with legal obligations

Additional requirements for individual premises may be
imposed by the terms and conditions of individual
licences
Slide 5
Identify customers who should be
refused service
‘Terms & conditions’ of a liquor licence can address:

Trading days & hours

Types of liquor which can be sold

Licensed areas

Identification of classes of people to whom liquor can
be sold or supplied

On-premises and or off-premises authority
Slide 6
Identify customers who should be
refused service
Licensed premises may include:

Hotels

Restaurants

Bars

Night clubs

Gaming venues

Bottle shops
Slide 7
Identify customers who should be
refused service
Refusal of service is an important aspect of RSA & may
relate to:

Refusal of service of alcohol

Refusal of all service – but allowed to remain
on the premises

Refusal of all service – and asked to leave
Slide 8
Identify customers who should be
refused service
Those who should be refused alcohol include:

Anyone identified by management

Anyone contravening house policies or rules
Anyone whose presence on the premises
renders the licensee, venue, patron or you
liable to an offence under the liquor licensing
legislation, or the terms and conditions of the licence
Slide 9
Identify customers who should be
refused service
Ways to identify who should be refused service:

Check people on entry

Watch patrons

Listen to customers

Monitor alcohol consumption
– by type and quantity over time
Slide 10
Apply relevant standards and
requirements to the service of alcohol
All liquor service must occur within legal and ‘house’
standards and requirements in order to deliver practical
RSA.
This is essential to :

Demonstrate the responsible attitude of the venue

Prevent you being charged by the Authorities

Protect the venue against legal action
(Continued)
Slide 11
Apply relevant standards and
requirements to the service of alcohol

Reduce the incidence of drunk patrons starting fights

Reduce the level of Police attendance at the venue

Help protect patrons from drink-related injury or
accident

Reduce alcohol-related violence and health issues

Provide a better working environment for staff
Slide 12
Apply relevant standards and
requirements to the service of alcohol
Drink spiking:

Always be alert to the potential for it to happen

Follow house rules or procedure if you suspect a case
of drink spiking – actions may include:
• Calling for medical assistance
• Calling Police
• Controlling who takes the affected person
off the premises
• Monitoring patron activities
Slide 13
Apply relevant standards &
requirements to the service of alcohol
You can learn legal liquor licensing requirements by:

Reading workplace liquor licences

Visiting local liquor licensing website

Requesting licensing information
from Authorities

Contacting licensing officer or Inspector

Reading relevant legislation

Attending in-house training
Slide 14
Apply relevant standards and
requirements to the service of alcohol
You can learn house rules or policies on liquor service by :

Reading internal rules, policies, SOPs

Participating in in-house RSA training

Talking to experienced liquor service staff

Talking to management

Watching and listening to what happens in the
workplace
Slide 15
Apply relevant standards and
requirements to the service of alcohol
Practices to ensure legal and responsible service of liquor
include:

Asking for, checking on ID of those who look under-age

Only relying on approved documents as acceptable
evidence of age

Checking people at the door as they enter the
venue

Refusing entry to those who are banned
(Continued)
Slide 16
Apply relevant standards and
requirements to the service of alcohol

Monitoring patron intake of alcohol

Ensure those who are refused service are not provided with
liquor by other people

Ensure those who have been asked to leave
do not return

Notify other staff of those who have been
refused service

Monitoring patron behaviour

Being alert to potential for third party sales

Adhering to internal liquor serving protocols designed to
deliver RSA
Slide 17
Explain restrictions for service
You may need to explain legal and in-house restrictions to
patrons if they do not know or understand what the
requirements or limitations are.
This must be done in a customer-focussed manner
featuring:

Courtesy

Diplomacy
Slide 18
Explain restrictions for service
Being courteous at this stage means:

Apologising for the need to explain things

Using customer’s name

Using polite and respectful language

Being assertive
Slide 19
Explain restrictions for service
Being ‘diplomatic’ involves:

Using a suitable tone and volume

Trying to talk to them on their own

Advising patron many others make the same mistake

Thanking them for their time and understanding

Offering another (non-alcoholic) product (where
appropriate and legal) so they can remain on the
premises

Give the customer ‘options’, not ‘ultimatums’
Slide 20
Explain restrictions for service
You may need to explain things in the following situations:

When patrons behave in an intoxicated manner:
•
Aggressive and or intimidating others
•
Not meeting accepted standards
•
Annoying others
•
Inappropriate language or actions
•
Rambling conversation
•
Falling asleep
(Continued)
Slide 21
Explain restrictions for service

When patrons behave in a:
• Violent manner – even when not drunk
• Disorderly manner – even when not
drunk

Where under-age persons are identified
on the premises
(Continued)
Slide 22
Explain restrictions for service

When a person seeks entry or service and they have
been excluded or banned

When patrons seek to be served outside licensing
hours:
• ‘Grace period’ allows patrons to finish the drinks they
have but not to be served or supplied with more
drinks
• Some accommodation venues can serve ‘guests’ 24hours-a-day in their rooms
(Continued)
Slide 23
Explain restrictions for service

Where customers seek to be served in ways which
breach RSA principles and practices – such as when
they:
• Request double nips
• Ask for jugs of pre-mixed drinks
• Engage in drinking games
Slide 24
Request proof of age
To determine a person is of legal drinking age you should
sight an acceptable proof or evidence of age document which may include:

Their passport

Driver’s licence

Birth certificate

Specified photo-ID cards

National identity card

Other approved document
Slide 25
Request proof of age
You must:

Ask everyone for evidence of age if you do not already
know them and their age and you believe they may be
under age

Do this every time you have a suspicion of
under age

Check on anyone you do not know who appears ‘just a
bit older’ than the legal minimum age
Slide 26
Request proof of age
When asking for proof of age:

Most people expect to be asked

‘Request’ it as opposed to ‘demanding’ it

Be polite – ‘Please’ and ‘Thank you’

Explain why the request is being made

Try to ‘soften’ the request

Avoid aggressive language or actions
Slide 27
Request proof of age
Checks on evidence of age documents should include:

Verify it is an acceptable form of document

Check no tampering with the document

Be alert to people using ID of others

ID date of birth and calculate their age

Compare person who provided the document with the
photo on the item – are they the same person?

At the same time check to determine person is not
drunk
Slide 28
Request proof of age
If you find someone has provided you with a false
evidence of age document:

Follow legal obligations – if they exist

Adhere to house policy:
• Seize the document
• Notify Authorities

There may be a legal ban on seizing suspected or
actual false driving licences
Slide 29
Summary – Element 1
When maintaining a responsible drinking environment
within a licensed environment:

Understand all relevant liquor licensing legislation

Know terms and conditions of your liquor licence

Know who should be refused service of liquor and
circumstances under which this refusal applies

Monitor behaviour and drinking of patrons on an ongoing basis
(Continued)
Slide 30
Summary – Element 1

Give people warnings so they have an opportunity to
modify their alcohol intake or behaviour or language

Ensure all legal liquor service obligations and house
policies are complied with when serving alcohol

Apply standard RSA principles and practices in terms
of liquor service

Explain legal requirements and house policies to
patrons in a courteous and professional manner

Request proof of age from anyone you suspect may be
under the legal drinking age
Slide 31
Prepare and serve standard drinks
Performance Criteria for this Element are:

2.1 Prepare and serve standard drinks

2.2 Decline request for drinks that exceed standard
limits politely and advise reasons for refusal

2.3 Provide accurate advice to customers on alcoholic
beverages if required

2.4 Refuse service to intoxicated customers in a
suitable and consistent manner
Slide 32
Prepare and serve standard drinks
A ‘standard drink’:

Contains a standard amount of alcohol measured in
‘grams of pure alcohol’

Standard drinks range from 7 - 14 grams of pure
alcohol per drink

Our definition = an alcoholic drink containing 10 grams
of pure alcohol per drink
Slide 33
Prepare and serve standard drinks
Examples of a ‘standard drink’:

One 285 ml beer (5% alc/vol)

One 60 ml fortified wine (18% alc/vol)

One 30 ml serve of spirits (40% alc/vol)

100 ml of wine (12% alc/vol)
Slide 34
Prepare and serve standard drinks
Points to note about alcohol consumption and processing:

There is a relationship between time taken to consume
alcohol and its effect on the body

The body processes alcohol (generally) at the rate of 1
standard drink per hour – which varies depending on:
•
Gender
•
Size
•
Health
•
Age
(Continued)
Slide 35
Prepare and serve standard drinks

Alcohol enters bloodstream quicker if there is no
food in the stomach

Medications can interact with and increase the
effect of alcohol

Alcohol can stay in people’s system for hours

Alcohol is processed by the body at the (approximate)
rate of 1 standard drink per hour
(Continued)
Slide 36
Prepare and serve standard drinks

Alcohol is absorbed into bloodstream and pumped
around the body

When alcohol reaches brain it starts to take effect

Once consumed, only the passage of time will remove
alcohol from the bloodstream – the following may
create the ‘illusion of sobriety’ but will not impact the
amount of alcohol in the system:
• Vomiting
• Drinking black coffee
• Taking a shower
Slide 37
Prepare and serve standard drinks
Responsible drinking of alcohol guidelines:

Males: 4 standard drinks per day

Females: 2 standard drinks per day

Zero alcohol for pregnant women

No ‘stockpiling’ of drinks

Two alcohol-free days per week
Slide 38
Prepare and serve standard drinks
To ensure only standard drinks are prepared and served:

Develop and adhere to House Recipes

Refuse orders for non-standard drinks

Use signs to notify public of House Policy

Do not have ‘double measures’ behind the bar
(Continued)
Slide 39
Prepare and serve standard drinks

Refuse requests to add extra liquor to drinks

Attend internal workplace RSA training

Ban:
• Service of doubles
• Drinks with unknown amount of liquor in them
• Free-pouring
Slide 40
Decline requests for drinks
exceeding standard drinks
All requests for drinks which exceed standard drink
guidelines must be refused:


Politely
Using appropriate:
• Non-verbal communication
Sorry Sir, I
cannot accede
to your
request
• Verbal communication
Slide 41
Decline requests for drinks
exceeding standard drinks
When refusing non-standard drinks, non-verbal language
refers to:

How you say what you say

Tone of voice

Eye contact

How you stand
Slide 42
Decline requests for drinks
exceeding standard drinks
Verbal language points to note when explaining refusal of
non-standard drinks:

Body language and verbal language must match

Apologise

Use “Please” and “Thank you”
(Continued)
Slide 43
Decline requests for drinks
exceeding standard drinks

Be respectful

Explain reasons

Apologise again

Offer a suitable alternative

Thank patron if they order something

Respond appropriately if customer is upset or angry
Slide 44
Decline requests for drinks
exceeding standard drinks
Possible reasons a venue may refuse to serve nonstandard drinks:

Venue supports local agreement

Venue wants to prevent patrons becoming
drunk

Venue wants to protect itself

Venue wants to protect patrons against danger
• Accident and injury
• Legal problems

Venue wants to be a responsible corporate citizen
Slide 45
Provide accurate advice to
customers on alcoholic beverages
It is important to be able to provide information to
customers about alcoholic drinks :

Ensure all advice is accurate

Never guess at an answer if you do not know
the answer

Follow standard industry practices if you do not
know the answer
Slide 46
Provide accurate advice to
customers on alcoholic beverages
High levels of product knowledge are necessary to:

Demonstrate professionalism

Optimise sales

Increases patron enjoyment

Recommend appropriate drinks

Support responsible consumption
Slide 47
Provide accurate advice to
customers on alcoholic beverages
Ways to provide service to patrons when providing advice
about alcohol include:

Showing them the bottle

Letting them read and handle the bottle

Letting them smell the product

Giving them a taste – if permitted by venue

Telling them about the product
Slide 48
Provide accurate advice to
customers on alcoholic beverages
Product knowledge about liquor can be gained by:

Reading labels

Sampling

Talking to others

Reading articles

Visiting websites
Slide 49
Provide accurate advice to
customers on alcoholic beverages
Product knowledge on liquor should address:

Types of liquor:
• Beer
• Spirits
• Wines
• Liqueurs
(Continued)
Slide 50
Provide accurate advice to
customers on alcoholic beverages

Brand names of products
• Johnnie Walker
• Jim Beam
• Gordon’s
• Smirnoff
• Bacardi White
• Remy Martin
(Continued)
Slide 51
Provide accurate advice to
customers on alcoholic beverages

Alcoholic strengths – of product types and brands
• Beer
• Spirits
• Liqueurs
• Table wine
• Fortified wine
(Continued)
Slide 52
Provide accurate advice to
customers on alcoholic beverages

Appearance of products:
• Colour
• Special visual factors, where applicable

Base materials or ingredients used to make products
(Continued)
Slide 53
Provide accurate advice to
customers on alcoholic beverages

Serve sizes:
• Beer
• Spirits
• Fortified wine
• Table wine – per glass; carafes
• Liqueurs
(Continued)
Slide 54
Provide accurate advice to
customers on alcoholic beverages

Price

Product uses

Awards won

Popularity
Slide 55
Refuse service to intoxicated
customers
Service needs to be refused to those who are:

Drunk

Disorderly

Showing signs of excess alcohol consumption

Behaving in an acceptable manner

Banned

Under-age
Slide 56
Refuse service to intoxicated
customers
When refusing service:

Watch and listen to an experienced person refuse
service before you attempt to do so – learn from what
they say and do

Practice or rehearse what you will say and do before
you actually refuse service to a patron

Get other staff to monitor your first few ‘refusals of
service’
(Continued)
Slide 57
Refuse service to intoxicated
customers

Realise every refusal of service situation is unique

Understand some customers will feel they have to
object to being refused service

Never change your mind once the decision
to refuse service has been made
(Continued)
Slide 58
Refuse service to intoxicated
customers

Realise all your actions in relation to refusing service
are on public show to all other patrons – you send a
message to all customers when you:
• Refuse service or speak to a patron
• Allow a customer to do or say (‘get away with’)
something

Be respectful and polite

Consider giving patrons warnings – before refusing
them service
Slide 59
Summary – Element 2
When dispensing alcoholic drinks:

Know the definition of a standard drink

Only prepare drinks which meet standard drink, or
house recipe, requirements

Refuse service of drinks exceeding standard drink

Explain reasons venue will only serve standard drinks

Learn about all the alcoholic products you offer for sale

Offer accurate advice to customers
Slide 60
Summary – Element 2

Refuse service courteously to those who are not
entitled to be served with liquor

Explain reasons for refusal of service

Try to give people options as opposed to ultimatums

Be firm, fair and consistent when refusing service

Follow House Statements and or practices for refusing
service (where they exist)
Slide 61
Ensure customers drink within
appropriate limits
Performance Criteria for this Element are :

Assess intoxication levels of customers

Offer assistance to intoxicated customers politely

Refer difficult situations to an appropriate person within
the establishment

Seek assistance from appropriate people for situations
which pose a threat to safety or security of colleagues,
customers or property
Slide 62
Assess intoxication level of
customers
You must monitor patron intoxications levels so you can:

Issue warnings

Refuse service to those who are significantly affected
by alcohol but who are not ‘drunk’

Determine who has to be asked to leave the premises
Slide 63
Assess intoxication level of
customers
Signs of intoxication:

Noticeable change in behaviour

Intimidating manner

Unacceptable standards of behaviour

Annoying others
(Continued)
Slide 64
Assess intoxication level of
customers

Having difficulty picking up change

Lack of concentration

Making inappropriate sexual overtures

Not being able to pay attention to what is being said

Talking in a rambling manner
(Continued)
Slide 65
Assess intoxication level of
customers

Falling asleep

Increased noise

People playing ‘drinking games’

Skylarking

People drinking quickly
(Continued)
Slide 66
Assess intoxication level of
customers

Bumping into others or walls or items

Swaying

Staggering

Spilling or knocking over drinks

Having difficulty tendering money to pay for drinks
(Continued)
Slide 67
Assess intoxication level of
customers

Arguing

Not complying with requests

Shouting or anti-social behaviour

Being aggressive

Pushing others

Fighting

Threatening to fight
Slide 68
Offer assistance to intoxicated
customers politely
When customer must leave the premises:

Apologise

Explain

Offer choices

Provide physical assistance
Slide 69
Assess intoxication level of
customers
Options for slowing alcohol consumption levels of
customers:

Slow down service – if approved by management

Change to low-alcohol drink

Reduce volume of alcohol per drink

Suggest non-alcoholic beverage

Recommend food
Slide 70
Offer assistance to intoxicated
customers politely
Maintain high levels of service:

Apologise

Explain

Suggest or recommend

Thank
Slide 71
Offer assistance to intoxicated
customers politely
Where customer is determined to be able to remain on the
premises, assistance may include:

Recommend low-alcohol product

Recommend non-alcohol product

Suggest food

Provide free ‘nibbles’
Slide 72
Refer difficult situations within the
establishment
Customers may become hard to deal with in difficult
situations such as:

Demanding to ‘see the Manager’

Refusing to comply with requests

Being abusive – verbally or physically

Where others are involved in the situation
Slide 73
Refer difficult situations within the
establishment
Refer difficult situations or persons internally to someone:

With experience

With authority – to notify:
• Police
• External security

With designated responsibility to deal with these issues
Slide 74
Refer difficult situations within the
establishment
It is not your job to:

Physically throw people out of the venue

Get involved in fights

Put yourself in harm’s way
Slide 75
Refer difficult situations within the
establishment
Appropriate person to refer to may be:

Owner

Manager or Duty Manager

Bar manager or beverage manager

Head of Department

Nominated senior staff member

On-site security
Slide 76
Refer difficult situations within the
establishment
When referring difficult situations:

Make the decision to refer as soon as possible

Advise of exact location

Provide as much detail as possible about
the situation

Try not to let the customer know you are
referring the situation
Slide 77
Seek assistance where there is
threat to safety or security
If danger or threat arises, always respond according to
house protocols:

Safety of people MUST ALWAYS take priority over
property, equipment or cash

Choose protecting people above protecting
assets

Pick the greatest good for the greatest
number
Slide 78
Seek assistance where there is
threat to safety or security
Internal assistance may be sought from:

Owner

Manager or Duty Manager

Bar manager or beverage manager

Head of Department

Nominated senior staff member

On-site security
Slide 79
Seek assistance where there is
threat to safety or security
External assistance may be sought from:

Your external security provider

The authorities:
• Police
• Ambulance
Slide 80
Seek assistance where there is
threat to safety or security
When summoning internal assistance:

Identify self

Advise location of incident

Advise type of situation

Identify numbers and demeanor

Explain action taken so far
Slide 81
Seek assistance where there is
threat to safety or security
Emergency Services will need certain details before they
can respond:

Be guided by them – answer their questions: let them
lead the exchange

Speak clearly and calmly

Do not hang up until told to do so
Slide 82
Seek assistance where there is
threat to safety or security
Operators will require information such as:

Location of incident

Type of incident

Numbers involved

Other details as relevant to the individual nature of the
incident
Make the decision to call Emergency Services as soon as
practicable – do not delay making the call once you
deem it necessary.
Slide 83
Summary – Element 3
When ensuring customers drink within appropriate
limits:

Ensure you can identify the signs of intoxication

Assess the signs of intoxication in customers

Apply approved techniques to slow the consumption of
alcohol by patrons, where appropriate

Maintain high levels of customer service
(Continued)
Slide 84
Summary – Element 3

Provide suitable assistance, alternatives and advice to
patrons who must be refused alcohol but can remain
on the premises

Offer appropriate assistance and alternatives to
customers who must be asked to leave the premises

Refer difficult situations and customers to designated
personnel within the venue
(Continued)
Slide 85
Summary – Element 3

Provide advice and information about any person or
situation which is referred

Determine if you have the authority to summon
external assistance (police or ambulance) if necessary

Follow house protocols in every instance in regard to
calling for assistance
Slide 86