a member of a group of patrons becomes obviously intoxicated. what should the server do?

2 min read 09-12-2024

a member of a group of patrons becomes obviously intoxicated. what should the server do?

Meta Description: Learn how to safely and responsibly handle intoxicated patrons in your establishment. This guide provides step-by-step instructions for servers on de-escalation techniques, refusal of service, and when to call for backup. Protect yourself and your workplace with these essential procedures. (158 characters)

Identifying Intoxication

Recognizing the signs of intoxication is the crucial first step. These can vary widely depending on the individual, their tolerance, and the type of alcohol consumed. However, some common indicators include:

Slurred speech: Difficulty forming words or speaking clearly.
Loss of coordination: Stumbling, difficulty walking, or dropping items.
Aggressive or erratic behavior: Loudness, belligerence, or unpredictable actions.
Significant mood swings: Rapid shifts between euphoria and anger.
Impaired judgment: Making poor decisions or engaging in risky behaviors.

What to Do When a Patron Shows Signs of Intoxication

Once you've identified an intoxicated patron, follow these steps:

1. Stop Serving Alcohol:

This is paramount. Refuse further service immediately. Politely but firmly explain that you're no longer able to serve them alcohol due to their level of intoxication. Be direct and avoid arguments.

2. Observe and Monitor:

Discreetly keep an eye on the intoxicated patron. Note their behavior, any changes in their condition, and who they are with. This information is vital if you need to escalate the situation.

3. Offer Non-Alcoholic Beverages:

Consider offering water or a non-alcoholic drink. This can help to slow down the effects of alcohol and potentially prevent further issues. This is a gesture of care, not an invitation to continue drinking.

4. De-escalation Techniques:

If the patron becomes disruptive or aggressive, employ de-escalation techniques. Speak calmly and avoid confrontation. Try to make eye contact but don’t get too close. Keep your body language open but not overly submissive. A calm demeanor can often diffuse a tense situation.

5. Inform Management:

Immediately report your concerns to your manager or supervisor. They can provide guidance and support, potentially contacting security or law enforcement if necessary. Don't attempt to handle a highly intoxicated or aggressive individual alone.

6. Call for Backup:

If the situation escalates beyond your control, don’t hesitate to call for assistance. Your safety and the safety of others is the priority. This may involve security personnel, your manager, or even the police. Follow your establishment's protocols for handling such incidents.

7. Document the Incident:

After the situation has been resolved, document the incident thoroughly. Record the time, date, specifics of the patron's behavior, any actions you took, and who else was involved. This documentation can be crucial for legal or liability reasons.

Frequently Asked Questions (FAQs)

Q: What if the intoxicated patron refuses to stop drinking or leaves angrily?

A: Document their behavior, inform management immediately, and follow your establishment's protocol for handling such situations. This might involve refusing further service and calling the police if necessary.

Q: What if the intoxicated patron becomes physically aggressive?

A: Prioritize your safety and the safety of others. Remove yourself from immediate danger and call for assistance immediately. Do not confront them directly.

Q: Are there legal ramifications if I don't handle an intoxicated patron correctly?

A: Yes, establishments can face legal consequences for over-serving alcohol, contributing to public intoxication, or failing to take appropriate actions to ensure the safety of patrons and staff. Following proper procedures is vital for liability protection.

Conclusion

Handling intoxicated patrons requires a balanced approach. It is about creating a safe and responsible environment. By following these guidelines, you can protect yourself, your coworkers, and your establishment while maintaining a professional demeanor. Remember, your safety and the safety of others are paramount. Always prioritize proper procedure and don’t hesitate to seek assistance when needed.