Comprehensive Guide to Alcohol Service Refusal and Customer Management

Standard Procedures for the Refusal of Alcohol Service

• Initial Approach Regarding Alcohol Consumption

  • When addressing a customer who must be refused service, you must approach them in a manner that is consistently polite and respectful.

  • Staff must explicitly state the house policy of the establishment alongside local state or territory laws to provide a clear explanation as to why alcohol service cannot be provided to them.

• Maintaining Professional Demeanor

  • It is essential to stay calm throughout the interaction.

  • Staff must remain firm in their decision to refuse service, ensuring that the boundary established is not compromised.

Communication and Behavioral Guidelines for Staff

• Verbal Communication Standards

  • Always speak clearly using simple English to ensure full comprehension.

  • The pace of your speech should be adjusted to match the customer's pace to facilitate effective communication.

  • Exercise extreme care with both verbal and non-verbal language to avoid escalation.

• Interpersonal Conduct and Body Language

  • Use appropriate body language that conveys authority without aggression.

  • The approach must be strictly non-discriminatory and non-abusive.

  • Staff must never be rude or confrontational; the situation must never be made personal.

• Physical Contact and Safety Restrictions

  • Personnel must never physically touch the customer under any circumstances during the refusal process.

  • The only exception to the physical touch rule is if the individual requires immediate first aid; in such cases, the assistance must be performed under supervision.

Managerial Escalation and Post-Incident Documentation

• Administrative Notification

  • Any instance of service refusal or conflict must be referred to a manager.

  • Staff are required to notify their supervisor of the situation as it unfolds or immediately thereafter.

• Reporting and Team Debriefing

  • A formal incident report must be completed following the event to document all details for legal and insurance purposes.

  • A debriefing session with the team must be conducted to review the incident and ensure staff well-being.

Protocols for Requiring a Customer to Leave the Premises

• Formal Advisory for Departure

  • Staff must formally advise the customer that they are required to leave the premises and clearly explain what needs to happen next in the departure process.

• Provision of Duty of Care Services

  • When asking a customer to leave, staff should offer appropriate transportation services to ensure their safety.

  • Services to offer include:

    • Calling or arranging a taxi.

    • Assisting the customer in connecting with a designated driver.

    • Assisting the customer with another necessary phone call.

• Assisted Exit

  • Once the arrangements are made, staff should guide the customer toward the exit to ensure they vacate the premises safely and efficiently.