Sample house policy #3A: Refusing service to intoxicated patrons
Policy
Who Will Enforce
Methods of Enforcement
Service to
Intoxicated Patrons:
Intoxicated patrons
will not be served or
permitted to remain
on the premises.
• Server
• Assess patrons throughout their stay for signs of intoxication.
• Bartender
• Identify a back-up co-worker to support you if a guest must be denied
service and asked to leave.
• Manager
• Refuse service to guests showing signs of intoxication. Be polite but
authoritative.
• Advise that it is against the law to provide service, and that they must
leave.
• Advise that it is for their own safety and well-being that you are taking
this action.
• Avoid any confrontation, either verbal or physical.
• If necessary, call a manager for support.
Sample house policy #3B: Refusing service to intoxicated patrons
Policy: Refusing service to intoxicated patrons
Policy statement:
Intoxicated patrons will not be served or permitted to stay on the premises.
Procedure:
1.
Servers and bartenders will assess patrons throughout their stay for signs of intoxication.
2.
In the case that a patron must be denied service and asked to leave, server or bartender will
identify and brief a back-up co-worker.
3.
Server or bartender will advise guest that they will be unable to provide further service, and ask the
guest to leave. Upon taking this action, staff will:
4.
i.
Be sure back-up co-worker is ready to help
ii.
Be polite but authoritative
iii.
Speak to the person privately and discreetly
iv.
Tell the person, “I’m sorry, but it is against the law for me to continue to serve you”
v.
Tell the person you are taking this action for their safety and well-being
vi.
Enlist the support of their friends in asking them to leave
vii.
Remove all bottles or glasses of liquor from the customer at the table or counter
Staff will alert management if the person does not leave or if the situation looks like it has the
potential to get out of control.