Managed Intoxicated
Person
Lesson 7
March 29
& March 31
TLE-FBS
OBJECTIVES:
• Determine levels of intoxication of the customers
• Refer difficult situations to appropriate person
• Apply appropriate procedure to the situation and in
accordance with enterprise policy.
BRING SOME WINE...
• Apply legislative requirements
BRING OUT THE BEER!
Intoxication is a term used
to describe a change of
perception, mood, taking
process, and motor skills
that results from high levels
of alcohol on the central
nervous system
How to Watch For Signs of
Intoxication in Bars
Many things (such as food, medication, sleep,
and so on) can affect how people process alcohol.
As a bar owner, you have to resort to the tried –
and-(mostly) - true method of observing your
patrons.
To help identify potentially intoxicated
patrons, the following are the most
common signs of intoxications:
• Volume of speech becomes
louder
• Eyes seems glassy
• Slurred Speech
• Stumbling or tripping over things
• Spilling drinks or even missing
their own mouth when drinking
• Aggressive behavior
Quiet customer who just sit and drink may
sometimes be the most dangerous ones as
they usually do not exhibit the common signs
of intoxication, and yet may explode anytime
once they have too much to drink.
You must know the laws in your area,
monitor your staff members, and execute good
judgment to serve your clientele and your
community safely
The following are tips in refusing
service to an intoxicated customer
• Do not cut anyone off in front
of others. The manager should
invite the person to the office or
pull him aside to break the news.
Remember to keep everything
factual, not accusatory; “I think
you had enough, call it a night.”
• Discreetly give the person’s
friends the same information. Tell
the person who is the guest that
you are not serving him/her
anymore. Don’t get into any
negotiation about it.
The following are tips in refusing
service to an intoxicated customer
• Make sure that the guest has
a ride to home. If he/she does
not, call a cab and make sure
he/she gets into it.
• Do not make a big deal out
of cutting a guest off, be firm. It
is for their own good.
Some other tips for handling guests/customers who are intoxicated
• Stop serving them immediately. If the customer
has wandered in from another bar or restaurant,
you can refuse to serve them. They may claim that
you acted illegally, but you’re not. You are just being
responsible from your actions.
• Offer the customer some coffee and some food,
as an alternative to a drink.
• Call a cab or another to ride the customer home.
Do not let them drive!
• If a customer becomes angry or belligerent,
escort them outside of the restaurant and call the
police, who can look after the customer, until he or
she is sober and safe.
Some other tips for handling guests/customers who are intoxicated
• Offer the guests some food. Foods can slow
down the absorption of alcohol.
• Remove and empty bottle or glass before
coming back with the next one.
• Coach your staff to offer water or non-alcoholic
beverages.
What have you notice with the server in the video clip?
Did she able to manage the intoxicated person well? In
what manner?
Assessment
Part I: Multiple Choice Type of Quiz (Choose the
Correct Letter of the Answer)
Part 2: Essay (At least 3-5 sentences)
Write it on a 1/4 sheet of paper
1. It is a term used to describe a change in perception, mood, thinking process, and
motor skills that results from high levels of alcohol on the central nervous system.
A. Drowsiness
B. Drunk
C. Food Poisoning D. Intoxication
2. If your customer is intoxicated and exhibiting aggressiveness towards others,
which of the following will be of great help?
A. Co-Server
B. Doctor
C. Manager
D. Police
3. Mr. De Leon entered the restaurant prim and proper. He ordered alcoholic
drinks and later exhibit aggressiveness towards other. How are you going to
handle the situation?
A. I will escort the customer outside of the restaurant and call a police, who
can look after the customer until he or she is safe and sober
B. I will just continue to give customer alcohol so that he would not be angry
C. I’ll make a quarrelsome conversation with the customer
D. I’ll just ignore the customer
4. Mr. Reyes has been in your restaurant for almost 3 hours drinking
alcoholic drinks. How are you going to know if Mr. Reyes is already
intoxicated?
A. Can still handle to stand by and walk steadily.
B. Continue drinking of alcoholic beverage.
C. Spilling drinks or even missing their own mouth when drinking.
D. Still manage to have a good conversation with others
5. It is a modified version of the cocktail glass which is used for serving
drinks. The rim of the glass is coated with either sugar or salt or any
condiments.
A. Coupette Glass
C. Snifter Glass
B. Sherry Glass
D. Yard Glass
Part II: Essay
If you are the bartender, how would
you manage an intoxicated guest?
Thank you
very much
and God
Bless