MODULE 7 club services and process

memberships Monitoring activities to club members

Club membership • Check proof of membership upon entry

-is a loyalty program in which it allows potential to club
customers or guests to regularly patronize the • Assist guest and visitors to sign in
services offered by the hotel once become a according to government and
member for a definite period of time for the organizational requirements.
purpose of seeking great food or drink, • Check member, guest and visitor
accommodation, etc. with discounted access. compliance with dress and age
regulations
-The club member can avail of the privileges
• Refuse entry to non-compliant member
and benefits of the hotel services and facilities
guests and visitors.
according to the terms and conditions indicated
in the provision. • Escalate deputes over club entry to
security, supervisor or other relevant
-The customers or guests shall fill up the persons according to organizational
membership application forms and provides policies
necessary requirements to satisfy his/her
membership based on the standard procedures. Concept of club service
- The concept of club service becoming popular
day by day as many hotels are adopting this
concept because many guests ask for
Club Services and facilities
PERSONALISED SERVICE AND HOTEL PROVIDES
• Restaurants and cafes PROFESSIONAL SERVICE
• Gaming facilities
• Shows and attractions FEATURES OF CLUB SERVICE
• Prize nights and special events
• Separate club floor for guest
• Games and sporting facilities
registration
• Gymnasiums and health facilities • Guest is picked up from airport
• Member Clubs and associations
• Warm welcome with welcome drink
• Computer rooms and internet facilities • Guest is escorted by the club manager
• Community Courses and Training to guest room
Programs
• Room is provided with all amenities,
• Member benefits stationary
ROLE AND ACTIVITIES OF FRONT OFFICE IN- • Board room facilities
CHARGE • Quick checkout and business centre
facilities
-Provide advice and information on club • Separate lounge on the floor for guest
services to member, guest and visitors entertainment and relaxation
-Explain membership requirements • Complimentary continental breakfast
and tea or coffee
-Explain membership applications forms to • Hard drinks also served from 7pm to
applicants 9pm
-Calculate and process membership payments • Fax in each room
• VCR and audio system in each room
-Issue correct proof of membership • Flick on system in each room
documentation
• Computer key card in each room
-Use Club reception technology to assist with • Personal electronic safe in each room
providing services to members guest • Mini bar facility
• Jacuzzi in each bathroom
• Quick checkout facility on the floor
Monitor entry to club
itself
- Monitoring is very important for the safety
• Bottle of wine with fruits in each room
and security of all the club members. It also
• Conference room on the club floor
plays vital roles in order to continuously
• Tea and coffee maker in each room
monitor their business operations.
• Butler Service
• Restaurant in the lounge
• King size bed in each room
 • Business centre on the club floor Country clubs have two or more types of
• Automatic cut off of all the electrical membership
equipment if the guest is not in the
- Full membership enables members to use all
room for more than one minute
the facilities all the time
• Guest can check his bill on TV
- Social membership only allows members to
use the social facilities
THE DEVELOPMENT OF CLUBS
- Other forms of membership can include
TYPES OF CLUBS
weekday and weekend memberships
KEY PLAYERS IN THE CLUB INDUSTRY
- The more exclusive the club, the fewer the
> Club Management types of membership

> Club Food and Beverage Management City Clubs Predominantly business oriented

> The Golf Course Superintendent - Vary in size, location, type of facility, and
services offered
> The Golf Shop
- Some of the older, established clubs own their
> The Golf Professional own buildings; others lease space
> Trends Other Types of Clubs

THE DEVELOPMENT OF CLUBS > Professional Clubs: For people in the same
- Private clubs are places where members profession.
gather for social, recreational, professional, and
> Social Clubs: Allow members to enjoy one
fraternal reasons
another company; members represent many
- Many clubs are designed around the housing different professions, yet they have similar
development where the neighborhood can socioeconomic background.
utilize the services of the club (golf, tennis,
> Athletic Clubs: Give city workers and residents
pool)
an opportunity to work out, swim, play squash
- Many of today's club are adaptations of their and/or racquetball, and so on.
predecessors, mostly from England and
> Dining Clubs: Generally located in large city
Scotland
office buildings.
- The Royal and Ancient Golf Club of St.
> University Clubs: Private clubs for alumni or
Andrews, Scotland, founded in 1758, is
alumnae.
recognized as the birthplace of golf.
> Military Clubs: Cater to non-commissioned
Size and scope of club industry
officers and enlisted officers.
> 14 clubs in America
> Yacht Clubs: Provide members with moorage
> Country and City Clubs slips, where their boats are kept secure.

> 6,000 Country Clubs > Fraternal Clubs: Include many special
organizations, such as the Veterans of Foreign
- When the total resources of all the clubs are Wars, Elks, and Shriners.
considered (land, buildings, equipment,
thousands of employees, etc.) we are talking > Proprietary Clubs: Operate on a for-profit
billions of dollars of economic impact. basis. Owned by corporations or individuals;
individuals wanting to become members
Country Club purchase a membership, not a share in the club.
- Nearly all country clubs have one or more golf KEY PLAYERS IN THE CLUB INDUSTRY
courses, a clubhouse, locker rooms, lounges ,
bars, restaurants, and most have baguette > Club Corp:
facilities
> Founded in 1957.
- Monthly dues range from $100 to $1,500,with
> World leader in delivering premier golf,
the average being about $250 to $350
private club, and resort experiences.
- Some country clubs charge for an initiation fee
> WCI Communities:
as much as $250,000
> Recognized leader in its commitment to green > F&B director reports to General Manager.
building and sustainable practices.
> Generally have a formal or semi-formal
> American Golf: restaurant and a casual dining facility.

> American Golf and the Tiger Woods > Clubs may also have a function room for
Foundation formed an alliance to foster catering to banquets, weddings, and other
opportunities for underprivileged youths to private parties.
learn and play golf.
GOLF COURSE SUPER-INTENDED
CLUB MANAGEMENT SIMILAR TO HOTEL
MANAGEMENT Key to success of the quality and condition of
the golf course:
> The main difference between club
management and hotel management is that > Greens.
with clubs the guests feel as if they are the
> Bunkers or Traps.
owners.
> Teeing surfaces.
> Another difference is that most clubs do not
offer sleeping accommodations. > Fairways.
> Members pay an initiation fee and annual > Rough.
dues.
> Works with the Greens Committee and the
> Club Managers Association of America: Golf Committee to ensure all the goals of the
club are met and maintained.
> Goal is to advance the profession of club
management by fulfilling the educational and The golf professional
related needs of the club managers.
> Handles all tournaments, such as club-
CLUB MANAGEMENT STRUCTURE sponsored fund-raisers.
> Articles of incorporation and bylaws > Six-figure income.
determine structure:
Responsible for:
> Members
> Caddies
> The club president is the lead member or
official in policy making. > Driving range

> Board of Directors: > Ball cleaning

> Fiscal responsibility > Markers (moved back and forth on the tees).

> Policies and strategies THE GOLF SHOP

> Executive Committee: > Used to be run by the golf professional but in
recent years clubs have realized that there is a
> Activities, grounds, and funding need to upgrade the shop and extend the range
of merchandise.
> Treasurer:
> Many shops have revenues in excess of $1
> Gives advice on financial matters
million.
> General Manager:
> Stocks a range of golfing equipment from balls
> Day-to-day operation to clubs to clothing.

> Asset management TRENDS

> Preserving and fostering the club culture > Some country clubs are part of an estate
development, which includes a golf course with
> Secretary:
houses surrounding the course.
> Records minutes of meetings
> The General Manager is very involved with the
> Takes care of correspondence. overall operation of the total real estate
package.
FOOD AND BEVERAGE MANAGEMENT
> A few clubs are beginning to introduce spas as
> Similar to hotel except the owners are (once an additional amenity for members.
again) the guests.
> The golf professional is now more likely to be others probably can’t. Good manners and
a member of staff rather than a contract for knowledge of etiquette are essential as porters
hire. have first contact with the guest and set the
tone for that guests stay.
> The golf shop is being run by the club, not the
golf professional. • A porter or member of the bell desk staff has
to have a high level of product knowledge and
Module #8 Provide concierge and bell services
highly developed selling skills, demonstrate
Information Sheet 8.1: Handle Guest Arrivals excellent interpersonal skills, good social and
and Departures communication skills and understand the
various needs of the venues target market.
Introduction:
• Bell boy or porter services are main feature of
• The first impression of the establishment is a luxury Hotel or resort, and a requirement for
often affected by the way the guest is greeted; [5] five star or above rating system. In a lesser
this includes the use of effective and rated Hotel or resort, there are still bell boy or
appropriate non-verbal communication or body porter services but they are mainly to store
language. It is critical that the message sent by guests luggage or provide trolleys.
the body language is inkeeping with the verbal
message sent. GREETING GUESTS

• Porter need to be well prepared and ready ● When guests arrive a Porter will welcome
when greeting a guests, able to give prompt and them warmly with a positive body language and
courteous service. Porters need to be well a smile, usually naming the venue. A porter will
prepared and ready when greeting guests, able then assist them out of the car, bus or transport
to give prompt and courteous service. vehicle. If there is a need to have hands on help
in assisting the guest to alight, steady the guest
• The porter maintains constant contact with by supporting their elbow.
guests and must therefore possess certain
qualities that are representative of the ● Collect their luggage, checking the number
individual and the venue. The porter must be and type of items then direct the guest to
attentive and courteous to the guests needs reception for check in. Porters may then deliver
and be organized in way they tackle every the luggage to the guest’s room.
aspect of their job.
● The doorperson will have the job of opening
HANDLE GUEST ARRIVALS AND DEPARTURES car and taxi doors as well as hotel front doors.
They also have the role of keeping the entrance
• The first impression of the establishment is way clear and stop cars from parking in the
often affected by the way the guest is greeted; driveway. Self-opening doors will have time
this includes the use of effective and restriction or buttons to press.
appropriate non-verbal communication or body
language. It is critical that the message sent by Moving Guest Luggage
the body language is inkeeping with the verbal
 Luggage needs to be collected from a
message sent.
transport vehicle and stacked on to a luggage
• Porter need to be well prepared and ready trolley ands moved to a holding area until the
when greeting a guests, able to give prompt and guest has checked in or had a room allocated
courteous service. Porters need to be well then the porter will escort the guest to their
prepared and ready when greeting guests, able room with their luggage.
to give prompt and courteous service.
 Guests may have special requests about the
• The porter maintains constant contact with handling of their luggage, some guest with
guests and must therefore possess certain laptops or valuables prefer to carry them
qualities that are representative of the themselves. The guest may not need their
individual and the venue. The porter must be entire luggage and request certain pieces are
attentive and courteous to the guests needs stored in the porter services storage are.
and be organized in way they tackle every Occasionally the luggage will arrive before the
aspect of their job. guest with instruction on how it is to be stored.

• Guests will arrive tired, grumpy or stressed a Liaise with Front Office and other Departments
porter has to be discrete, tactful, and
 Porters will liaise with the Front Office
sympathetic to all situations. When a guest
Manager and the Managers of other
makes a difficult request a porter needs to be
departments e.g. Room Service to ensure guest
respectful and know where to get things that
services standards are maintained. Front Office • The room rate and whether the booking was
Reception will check any requests as guests guaranteed or not
check-in, porters may have to check requested
• Any special requests that have to be prepared,
items have been supplied when the escort guest
for example removal of the minibar or a charger
to their room. Porters will promote in house
for an iPhone.
services and give recommendations to answer
guest questions. The Arrivals List is a necessary tool in the
planning undertaken to retain, quests. It helps
 Other porter duties may include taking
to inform management and staff of details and
messages, packages, or mail for in house guests
special requirements.
in liaison with the reception staff, supplying
information to guests about in house services. Staffing Levels- Determining the number of
Concierge and Porters are responsible for porters required to meet shift demands. If a
solving guest’s problems and answering queries number of tour group busses are expected then
about local tourist and recreational facilities. it will take several Porters to assist guests,
Porters will also arrange hire cars, booking unload and distribute luggage in a timely
transport or tours and booking tickets to the manner.
theatres, sporting venues or other
entertainment also confirming travel Planning of daily tasks- When not assisting
arrangements e.g. airline tickets and make guests Porters may have to collect mail,
restaurant reservations and booking. distribute newspapers or run errands.

Prepare for group arrivals- Such as tours this

requires co ordination with front office staff for
room allocation and key dispersal, having a
dedicated luggage storage section and checking
Prepare For Expected Guest Arrivals
all information is ready to give to the tour
• In preparation for guests’ arrival, Porters will members such as breakfast location and time,
need to check front office reports for arrivals, meeting areas arranged and up to date list of
expected departures, trace and special reports hotel services.
and any expected VIPs.
Organizing luggage storage areas- Especially for
• The Arrivals List provides information to many large groups of guests who may be on a tour, or
departments, one of which is uniformed staff, who have all come off a recently landed plane.
where it assists the porter in efficiently checking
Comply With Special Requests
all incoming guests requests and information, In
some venues this may include a photo of the • Special requests are a common occurrence in
guest to aid recognition. most accommodation establishments.
• Whether the Arrivals List is manually or • The front office usually takes these special
computer generated, the information found on requests, with the original booking of the room
it must always be treated in the strictest of or face-to-face with guests at check in of during
confidence and should never be left unattended their stay. The actual filling of these special
for public viewing. requests requires a team effort and frequently
it is the porter who is required to assist in
Information found on an Arrivals List may vary
ensuring special requests are fulfilled in
from establishment to establishment, but can
accordance with requirements and
be expected to include:
establishment procedure and policies.
• Arrival date and method of travel, the
• Porters need to liaise with staff from other
estimated time of arrival (ETA)
departments to meet and prepare to meet
• The departure date and estimated time of guest's special requests- which may include
departure (ETD) items such as preparing for quests with a
physical disability, a request for a bottle of wine
• The guest’s name, or the name of the
on arrival in the room, a fruit platter,
reservation
chocolates, or a cot in the room.
• The number of guests
• In an establishment with an electronic
• The room type and special requirements for Property Management System special requests
room features can be logged as traces. Traces are electronic
messages from one department to another
• The market segment identifying by login tag who has processed and
accessed the trace. Each department can print • When guests arrive the porter should
their trace or special request report to check all welcome them warmly, the establishment may
requests have been completed. have a protocol for greeting guests. As part of
the greeting, offer assistance to guests. When
• Porters may liaise with housekeeping to
assisting a guest out of a car or from a bus,
provide extra equipment such as printers, play
support the guest under the elbow to steady
stations or coffee makers a guest may have
them. Check the number and type of luggage
requested. If a guest is a VIP then there may
the guest has for and then the porter will collect
some standard extras added to the room or
the luggage from the car, bus or shuttle or other
suite depending on the level of VIP. Extra
transport. Porters may check luggage for
furniture may be requested such as a child's cot
damage or irregularity.
or desk chair.
• The Porter will direct the guest to reception
Liaising also with Room service staff may also
and if the guest has limited local language, body
include delivery of floral arrangements, fruit or
language will indicate the direction the guest
local produce baskets or a different brand of
should go.
snacks or newspapers.
• Porters are responsible for driveway security
In house protocols for pre-arrival information
and may need to direct buses and taxis to
available may include:
parking areas. If the guest has arrived in their
• Guest name/s, title (if appropriate) - Doctor, own car a Porter or valet may park the guests'
Sir, Mr., Miss car this may be a venue s own car park other
venues may rent parking spaces from a
• To personalize the welcome guest profile can commercial car park close by.
include family information - number and age of
children, together with their sleeping • If guests are arriving by transit bus or airport
arrangements, and room number(s) shuttle then porters may have to greet guests at
a drop off point.
• The number in party - and designation of
those involved this may include the names of Escort Guests To Rooms
staff such as the secretary, or the trainer, or the
• When the guest has checked in a porter may
nanny
escort them to their room or follow later with
• There may be special security arrangements the luggage. As the porter escorts the guest
or extra security staff. they need to ensure that guests are going in the
right direction and allow the guest to set the
• The profile may include a company name and walking pace, even when the porter is leading
business information, the nature of the the way. The Porter has an opportunity to
business. Information will also include personal market or sell hotel features or services as well
preferences, for brands of beverages, as point out the location of meeting rooms to a
newspapers, confectionary preferences such as guest attending a conference or the area set
the preferred colors of jellybeans, the preferred aside for a tour group breakfast or other areas
temperature level of airconditioning, even the such as dining, bars, sports facilities,
preference of wake up time, and information on entertainment.
the type of car.
• A porter will also mention in- house facilities
• There may also be information about the such as laundry, cleaning, repairs, secretarial,
guests itinerary, where the guest going and child minding, translator, room service), in room
when? What arrangements are staff expected facilities (mini bar, movies, internet, safe
to make in order for the itinerary to work? deposits.
Assist Guest On Arrivals As Required • A porter may suggest or offer additional
• The concierge or bell desk is usually located in services to reserve table at the in house
the front foyer or lobby of a Hotel or Resort in restaurants or dining areas, the location of the
an area close to the driveway and front doors. guest services desk, or maybe a spa booking for
The porter is usually the first representative of a guest tired after a long flight, or offer to book
the establishment who meets face-to-face with a reservation at an entertainment or sports
the guest and this meeting can therefore have a event or even reserve a court or tee time for
lasting impression. The moment the porter racket sport or golf the trip to the guest room
identifies a quest, they should immediately may also include discussing upcoming events in
acknowledge them and not wait for the guest to the town or city especially those that will
make the first move. impact on the guests stay.
 Rooming The Guest Lists and all relevant information for
correctness and smooth check-in process.
• While the porter is escorting the guest to their
room they have an opportunity to advise the ➢ Luggage is tagged by the porter
guest of the venue's emergency evacuation ➢ Porter obtains Rooming List and places
procedure, answer any questions the guest may room numbers on tags
have. When arriving at the room location the ➢ Luggage is distributed to the different
porter will explain how to use the key, insert floors/rooms
the key if it's a metal standard key, mention
• Luggage may need to be stored at the time of
which direction to turn; if it’s a magnetic key
arrival or departure. At the time of arrival, a
card, insert into the slot and wait for the light to
quest's room may not be ready. To give the
turn green there open the door. Having opened
guest the freedom to leave the venue without
the door the porter will do a visual check to
the inconvenience of holding onto their
insure the room is ready for occupancy, and
luggage, the venue will store it for them.
then the porter will allow the guest to enter and
Conversely, at the time of departure, the guest
follow with the luggage.
may be required to vacate the room by 11.00
• The room may have a suitcase rack or support am but not due to leave until that evening.
to place a suitcase, hanging items Will be placed Again, the venue will store the guest's luggage
in the wardrobe, vanity cases or makeup bag for them until required.
will be places in the dressing area or bathroom,
• Many venues use a trolley to transport
briefcases or laptops or other personal items
luggage but it is still necessary to lift the luggage
will be placed on the bed. The porter will always
onto and off the trolley. When stocking the
seek the guest's approval before positioning
trolley, place large, heavy items on the bottom
items.
and place first those pieces of luggage that are
• When opening the door may involve a metal to be delivered last.
key or more frequently a key card with a
Assist With Guest Departures
magnetic strip the card is inserted into the door
and may have to be placed in a slot inside the Prior to departure, the porter or valet will need
door to activate the main power switch turning to assist the guest to pack their luggage. The
on lights and TV with a welcome message. The guest may need extra bags or paper to pack
newest form of 'key' is to use an app sent to a delicate items. The guest may need extra
mobile phone to access the guest room. laundry bags for dirty clothes and plastic shoe
bags for shoes.
• The porter will point out room features to the
guest; explain the operation of air conditioning The following are some guidelines to follow
or temperature control, access to intranet, when packing:
guest messages, telephone and curtains and
window features. Also the porter will point out ✓ Don't start packing until you are fully
the location of the compendium and other hotel prepared and aware of everything that
information and explain the min bar procedure needs to be packed along with the
especially if it's a mini bar with direct charge bags/luggage that you have to pack into
capability. ✓ Make sure you have all items that need
to be packed - where unsure, ask the
• Finally the porter will ask if there is anything guest; many guests will want to
else they can do, return the key to the guest carry/pack some things themselves
and wish the guest a pleasant stay. ✓ Fold clothes according to establishment
requirements/procedures
Group Arrivals
✓ Pack shirts in folded pairs reversed and
As a tour group or convention group arrives toward each other
usually by bus and luggage is unloaded and ✓ Pack the front of garments toward the
transported by the driver and/or porter to front and top of the luggage
designated area, some hotels or resorts have a ✓ Place shoes into plastic bags, inserting
designated porter and front office reception shoe-trees as appropriate
staff to greet and check in groups. Or have a ✓ Pack shoes with the soles flat against
special group check-in reception area. the sides of the luggage
✓ Pack luggage with heavy items at the
The porter will count and record the luggage on
bottom and lighter items on the top
the group file. Receptionist Checks Rooming.
✓ Complete the packing with a towel to
cover all items.
Information Sheet 8.2: Handle Guest Luggage must always check the receipts/tags and never
just take a guest’s word for which bags are
Introduction:
theirs.
• The porter should always remember that the
• For the complaints of lost and damaged
luggage they carry belongs to someone else. All
luggage, the establishment policies must be
luggage should be handled carefully, because it
followed. This includes notifying the
may contain fragile items. It should also be
management, taking full written details, making
treated as an item of great value and never be
some interim arrangements for the guests, and
left unattended, particularly outside the hotel
then deciding whether the compensation is
entrance. Upon the arrival of guests, the porter
payable, and if so how much.
should tag the luggage with a hotel tag to
identify the number of items, guest name and • The term “Porterage” refers to the fee
room number. charged by some venues for the convenience of
luggage storage. When porters place a guest’s
Operate In-house Guest Luggage Storage
luggage into the system, the porter should
facilities
recheck the number and type of luggage and
• The in house luggage systems vary between the size, weight and shape. The position of the
establishments, in terms of their size, location, luggage should also depend how long it will be
and documentation used. Luggage rooms are stored. Since the guests trust the staff and the
where guests can store their luggage before management, they are obliged to place the
they are roomed, or after they have departed luggage into safe storage away from public view
from their room. and with securely protected environment.

• In such cases wherein the guests arrives If a large group is checking out and there is not
earlier for check ins and there is no available enough space in the Porter’s Room or Luggage
rooms at the moment since for some reason Room, the following may apply:
that the hotel was full house the night before,
• Luggage may be placed in a hotel room or
the establishment may offer free breakfast or
hospitality room used for this purpose. The
hot beverage or even a courtesy room where
room may be the one occupied by a tour leader
the guest could bathe and change while they
or the establishment may charge day use rate,
are waiting for their check in time. The porters
50 % of the room rate for such service.
then will be in charged in storing their luggage
for the time being. • Luggage could be positioned in one corner of
the lobby and roped off. A thick rope goes
• They can also leave their luggage in the hotel
through all the handles on the luggage so that
even after checking out. For those guests who
nothing can go missing. Alternatively the
may have other agendas to go to even after
luggage is positioned in one corner of the lobby
checking out, they can ask the management to
and it is netted, a large net, similar to fishing
keep their luggage until a specific time which
net, is placed over the top of the luggage and
they will collect after they are done with their
secured tightly.
meetings, shopping, etc. straight to the airport.
The tag will indicate:
• The Porters store room or Luggage room is
used for safe storage of the luggage. • Whose luggage it is (guest name)

• The luggage should have a tag attached, • Guest room number

which has a two-part type where one-half of the
• Group name (if appropriate)
tag is attached to the luggage, and the other
portion is given to the guest for them to use • Number of pieces, often expressed as a % 1
when claiming the luggage. Other tags simply item of a total of 4, e.g. ¼ and then 2/4 and so
register the names of the guest who owns the on.
luggage, together with the total number of
items stored the guest asked to provide an • Type of luggage, suitcase, soft pack, sports
approximate time of pick-up so that the porter bag, sporting equipment, make-up bag,
can determine where in the Luggage room to briefcase, laptop etc.
physically store the items. • The porter should always use the luggage
• As security being paramount in luggage labels to write the guest’s name and room
storage, the porters or staffs must check any number on as soon as this is known. The label
documentations to ensure the validity and only should then be attached immediately to the
present proper items to the claimants. They guest’s luggage. The luggage should be labelled
accurately to avoid sending the luggage to
wrong rooms which may also cause annoyance, number and type of items the porter is to
disappointments, embarrassment and has a collect.
potential to lead theft, and breach of privacy.
• The porter should arrive at the room in plenty
Occupational safety and Health; Luggage can be of time to ensure that guests complete check
heavy – sometimes very, very, heavy – out in a sufficient time for the guests to meet
therefore the porter must be aware of some travel time deadlines. International travelers
basic occupational safety and heath issues are required to be at airports at airports several
regarding handling luggage, including: hours before the flight departs. The guest can
get very anxious at check-out too. Especially if
• Test the weight of bags before lifting –
the guest has a tight schedule or is time poor.
give them a test lift
• Adopt correct posture for lifting • Upon arriving at the guest’s room, the porter
• Keep the back straight should knock on the guests door and announce
• Bend the knees him or herself. On being invited into the room,
• Lift the luggage the porter should inquire as to the whereabouts
of the luggage and the number of items, some
• Use an approved trolley if luggage is too heavy will be quite obvious but some might be in the
to lift comfortably and correctly. Also, if more bedroom, the lounge or even the bathroom.
than one item is to be placed in the trolley, the
heaviest bags should be placed on the bottom • If the guests travel arrangements have
and the lighter ones near the top. luggage weight limits then porters will need to
weigh all items and inform the guest of any over
• If an item is too heavy to pick up, vertical the limit items as this may incur extra fees.
trolley should be used to pick it up and not the
porter to personally lift the bags. Most trolleys • The porter may need to organize and
have a number of “hooks”, which allows the transport of unaccompanied luggage if the
porter to hang garment bags, handbags and guest decides to send items to their home or
other light items with handles. business while continuing their trip with fewer
pieces of luggage. The porter will do a visual
• In large hotels, there might even be a check of the guest room to ensure the guest has
conveyer belt to get the luggage from the not forgotten any item.
arrivals area to the reception area or even
convey the luggage to the required floor or wing • The porter or valet will collect the guest car
of the hotel. For some establishments, they from the parking area from the parking area
require procedures for where certain luggage alternatively the porter may need to arrange for
should be placed within rooms – articles on other transport, a taxi, or airport shuttle. When
hangers may have to hung up, suitcases to be the transport ready the porter will load the
put onto the appropriate racks, briefcases next luggage first confirming with the guest which
to the bed, and so on: these must be adhered to pieces are to be loaded into the boot or luggage
with every guest in every room, unless the storage compartment and which pieces the
guest requests something else. guest will carry themselves.

Transport Luggage for Departing Guests • Following check out the guest services desk or
bell desk will arrange to forward mail or
• When a guest is ready to check-out of their messages. The porter may need to provide
room, a porter may be required to assist the information on weather conditions in the
guest with their luggage, or the porter will be guest’s next destination, or on traffic or airport
asked to take the luggage down to the delays, and answer any question the guest may
reception area or storage area and the guest have. A porter may need to provide directions
and the guest will check-out later some guests to pick up points or transport locations.
may carry their luggage to the check-out desk.
Information Sheet 8.3: Respond to Request for
• The porter will usually be advised as to how Concierge Services
much luggage has to be moved and the type or
approximate weight of the luggage. A trolley Introduction:
may frequently be needed and the porter • The term Concierge is used to describe the
should check with the guest, if they are present, supervisor or Department head in this area, the
if all items are accounted for, if the guest is not concierge is the person in charge of the
in attendance the porter will use the luggage uniformed staff. Uniformed staff comprises the
tag to identify the number and type of luggage, porter, door person, guest services, chauffeurs,
alternatively the front desk will include the
valet parking attendants and messengers, page indicator on their TV screen. In some
or bell boys and lift attendants. establishments messages can be sent via the
intranet or the in-room television or put on
• These staff are also known as "uniformed
voice mail for easy retrieval by the guest. These
staff" because they often wear militaristic
services will be monitored by the concierge or
uniforms and are permitted to wear their
bell desk.
uniforms outside the Hotel or Resort to do
messages, errands or complete requests for Arrange Wake-Up Calls For Guests
guests.
• A wake-up call is a telephone call made by the
The Concierge or Bell desk supervisor report to hotels telephone operator to a guest at a time
the front office manager and come under the requested by the guest. It is a telephone call to
Rooms division department of the Hotel or wake up a sleeping guest. It is common practice
resort. for the telephone receptionist/department to
receive the request for a wake-up call directly
Rooms division refers to the cluster of
from the guest. A Concierge or Porter may be
departments who deal with Guests specifically
required to organize the wake-up call for an
and includes the Front Office, Housekeeping,
individual guest, airline crews and travel groups.
Security, Maintenance, Room Service and
Concierge. • The wakeup call lists include the names of
guests in the airline crew or particular travel
Distribute Mail And Messages To Guests
group.
• A Guest purchases more than just a room
• The group leader would usually identify when
when they stay in a Hotel or Resort; they
the group should be given a wake-up call. It may
purchase intangible products for example
then be the job of the porter prepare a list of
security, comfort, luxury, service, and a feeling
guests (the group list) and forward same to the
of importance. Good service will result in guests
telephone receptionist so that he can give each
departing happy, content and relaxed. Porters'
member of the travel group a wake-up call.
duties are key to satisfied happy guests.
• The airline operations office will nominate the
The mail and packages that may be delivered
pickup time for their crew. Depending on
are sorted and then it is common practice for
standard procedures the time of the wakeup
the concierge or porter to be given the mail to
call is usually 45-60 minutes before the pickup
distribute to guests and departments. The
time and then a list of guests is forwarded to
porter will sort the mail by room number and
the telephone receptionist so each member of
floor level. Some deliveries may require
the group will receive a wake-up call.
signatures.
• Most hotels have automated wake-up
Guests may receive information through the
systems which are activated by the guest
internet via the hotels business centre these
himself or they provide alarms clocks within the
also may need to printed and delivered.
room. Manual wake-up call procedures will vary
When mail is received for a guest a porter from property to property but usually involve
needs to: filling out awakeup call sheet' which has
columns representing 5-10 minute intervals. If
• Check that the guest is registered or if a staff receives a wake-up call request they would
departed guest that the hotel has a forwarding be required to write the name and room
address number of the guest that requires the wake-up
• Record the date and time it was received, if call in the appropriate column. In the morning
it's had to be signed for which staff member the receptionist or switchboard operator would
signed for the mail. Also record name of guest, make each wake-up call, throughout the
type of mail item such as letter, Postcard, parcel morning, recording each wake-up call as it is
etc. answered by the guest.

Message Delivery • Some guest or VIPs may request a personal

wake up from Room Service or Porters. Staffs
• All hard copy messages or requests for hard personally knock on the guest's door to awaken
copy messages whether they are phone them usually with a morning service tray with a
messages, internet, email or faxes, will be hot beverage or fruit juice. Porters may have to
delivered to the guests by the concierge or wake guests who have not responded to the
porter. Many messages can be delivered Telephone call
through electronic property management
system guests are notified by a message light or
 Organize Transport For Guests During Their ferry timetables will be needed. When a guest is
Stay going to the airport, remember to allow plenty
of time when advising as to which bus/train to
• During the guest stay bell boys or porters will
take.
a range of transport such as hire cars,
limousines other local style transport such as Whatever form of transport is arranged,
cycles, taxis, carriages water taxi, riding on an certain information is needed:
animal and bus transport or tours on behalf of
• The estimated time of departure of
the guest the type of transport will depend on
connecting transport
the destination and duration of the travel.
• The guest's name and number of passengers.
• Guest needs such as disability or size will
If children are included then booster seats,
affect the type of transport arranged.
capsules or other requirements need to be
• Concierge or porters have extensive contacts considered
with a wide range of tourist businesses and a
• The number of pieces of luggage
range of transport methods. Also many external
transport businesses will have promotional • Destination
material and details to encourage a hotel or
resort to use their services, especially for the • Any special details, such as flight
range of animal rides such as horse back, arrangements/rail details. Other information
donkey, elephant, dolphins etc. that may that may need to be taken into
consideration include
Group tours will have special arrangements
often pre-booked but as many tours include • Whether disabled/wheelchair access is
free time for the guests the bell desk or porter required
will have to meet some extra needs for • Whether there is a large amount of luggage
sightseeing transport.
• If there are large, cumbersome items to
When arranging transport the porter needs to transport.
ask the right question such as;
• Once all details have been obtained from the
• The numbers of guests travelling guest, the information is recorded by the
• The destination and terrain to be covered porters, if any arrangements the guest has
requested need to be altered, discuss these
• Luggage or picnic needs with the guest before arranging them. When
the guest is not available, make the
• Self-drive will need a valid license
arrangements and confirm them with the guest
• If a driver is required is there a language as soon as possible.
preference.
• Once transportation is confirmed a guest may
Arrange Transfers For Departing Guests request that luggage betaken down to the lobby
or conveyed to the vehicle. Alternatively, a
Asking a guest who is checking out whether
guest may request that luggage be stored until
he/she would like any transport arrangements
later in the day.
made, is particularly important for a guest who
is heavily laden with luggage or who does not Organize luggage pick-up from rooms and
know what transport is available. Remember, destinations
not all guests are experienced travelers. This is
The guests will normally contact Concierge by
an opportunity to make a good lasting
phone when they want their luggage picked up.
impression on the guest especially if the guest
has to meet connections for further travel. When speaking to the guest porters should
enquire:
A variety of transportation may be arranged for
a guest. This may include: • How much luggage there is and the type of
luggage, there may be a need for more than
• Courtesy bus
one porter and trolley
• Hire car
• Limousine • Where is the luggage? Guest's room or the
• Taxi guest may have luggage in storage or items to
• Helicopter be collected from local vendors or customs
agents if they have purchased an item that
A guest may wish to travel by public transport, needs certification
in which case up-to-date bus, train and perhaps
• What time is the guest due to leave the hotel • Due to the variety of requests, uniformed staff
or resort as they may require luggage to be commonly compile a book of information and
stored for a short time frequently called numbers this information can
be hard copy or electronic.
• Whether the luggage is to be loaded into a car
or if commercial transport is to be met. • This information is sometimes stored on
computer at the concierge's desk, enabling easy
If the luggage has been stored then the Porter
access by all staff and facilitating the provision
needs to check the tag and verify the guest
of excellent service Information is found in a
name and number of items. Luggage may have
variety of directories, guide books, pamphlets
to be re tagged if the guest is not travelling with
and tourist publications. Most establishments
the luggage or its being sent to a different
have a brochure rack which contains a wealth of
location.
information on local attractions, activities,
Page quests as required restaurants, etc.

• Historically the process of paging a guest by a • Tourist groups and tour and tour companies,
bell hop or bell boy who carried written local attractions and government agencies or a
messages around the Hotel ringing a bell and local area newspaper, transport timetables,
calling out the guests name 'Message for Mr. telephone book and locality directory will be
Wu', the hand written message was placed in a invaluable. Whatever material is available, do
slot at the top of the pole or rod the bell was not simply hand it over to the guest when asked
placed on, hence the term bell boy. for directions or information. Review the
information with a guest and ensure all
• Messages are still carried to quests in this way questions have been answered and staff may
in some hotels especially those with historical offer suggestions or alternatives from personal
or period themes. Currently messages are more experience or their local contacts.
likely to be forwarded by text to a mobile phone
or accessed on an iPhone or notebook. Respond To Requests For Advise And
Knowledge
• Staffs are also paged in this way to meet guest
requests. With modern VOIP [Voiceover • Guests require a range of information and
Internet Protocol] computer generated staff in all areas need to be able to supply a
messages can be sent instantly, or guest room variety of information including information
telephones can be diverted to another location about the Hotel or Resort and its services and in
such as the Spa. Porters may use hands free ear house businesses, information about Local
pieces to hear requests. attractions and destinations, information about
regional destinations and attractions. Hotels
• If Mrs. Wilson wants to check out she may and Resorts also seek feedback about services
ring the concierge phone extension, but in fact and information in order to effectively and
it's an internal call centre which relays the efficiently and provide guests with exceptional
message to the first available porter. guest service.
• Pocket buzzer pagers are also used if guests This includes knowledge of:
are asked wait or queue instead of issuing a
number token. In larger areas such as leisure or • Seasonal influences (e.g., pilgrimage
entertainment complexes in a hotel a loud season, best times to see particular
speaker system may be used. flora or fauna)
• Children's parks tourist developments
Prepare in-house quest
• Natural heritage sites
information/directories
• Local markets
It is the concierge's role to provide help and • Museums
information to guests on all matters including: • Keep up-to-date with industry
information so that you can give guests
• All the details about the facilities
and junior team members information
• Tourist attractions • Know what is going on in your property
and industry
• Car hire, taxis and public transport options
• Promote products and services and help
• Theatre and dinner bookings meet guest expectations.

• Airline and other bookings Up to date knowledge of the property and the
local accommodation and hospitality industry
shows enthusiasm and commitment. Porters
should make sure that they listen carefully to a Change in speech
guest's request and ask questions to clarify the
• Having trouble talking in a normal manner
guests needs and determine how best to fulfil
their request. Responding to guest requests for • Speech becomes slower and slurred
information about the local area might require
a porter to: • Volume of speech becomes louder

• Supply phone numbers of a tour/travel agent • Person becomes outspoken.

• Make personal recommendations Moods, behaviour and conduct

• Supply brochures, business cards, maps etc. • Big changes in mood over time

Information Sheet 8.4: Manage Intoxicated • Personality changes

Persons • Becoming isolated from group
Introduction: • Inappropriately affectionate
• Intoxicated is the body's response to having • Extremely outgoing
alcohol in the human system.
• Wanting to cause arguments
• Many hospitality venues serve alcohol in their
various food and beverage outlets. It is part of • Being over affectionate to strangers.
most cultures that alcohol is served, with or Quantity of alcohol consumed
without meals.
• The amount of drinks consumed the rate of
• Whilst for the most parts customers are able consumption
to enjoy themselves and in a responsible
manner, this is not always the case. • They are ordering more drinks at a time

The purpose of this topic is to enable hospitality • The types of drinks - normally become
staff to: stronger

• Understand the legal implications when • Complaints about strength of drinks

serving alcohol
Duty Of Care
• Understand their responsibilities in relation to
• The primary responsibility a business has is to
the service of alcohol
ensure the health and safety of those who
• Handle situations where people are either frequent an establishment or are
intoxicated impacted due to its existence.

It is quite common that all staff who work in an • Every business, regardless of what it sells
environment where alcohol is served must owes a duty of care to its customers. It is not
undertake some training in the responsible new concept and is one that applies in every
service of alcohol. The is commonly known as country.
RSA
In this situation, managers and staff have a duty
Signs Of Intoxication of care to make sure that all people are safe
from harm when on the premises as well as
The following signs can give you an idea of when they leave.
whether or not a person is intoxicated.
This duty of care is owed to all people in the
Signs of intoxication include: environment including:
• Loss of coordination • Customers Owners
• Being clumsy • Managers
• Eyes seem unfocused or glassy • Staff
• Bumping into furniture and other • General Public
people
• Staggering This means that employers have the
• Falling down or tripping over things responsibility to ensure a safe workplace as well
• Inability to walk in a straight line as safe system of work in their workplace. Not
• Inability to do basic tasks like lifting a serving alcohol responsibly may put your staff
glass at risk.
• Knocking things over Reasons For Responsible Service Of Alcohol
• Whilst ensuring compliance with the law is a Alcohol
major reason for establishing responsible
• Alcohol is a substance that has become an
service of alcohol standards and procedures in a
everyday part of society however what it is and
work place, there are many other good reasons
how it affects the body is often not discussed
for the practice.
• The intoxicating ingredient in alcoholic
• In fact, there are no benefits for a hospitality
beverages is known as ethyl alcohol or pure
organization to encourage customers to be
alcohol. This ingredient is contained in all
drunk.
alcoholic drinks; however the level of
Benefits to the business concentration differs between drinks. The
strength of alcoholic drinks varies. Example,
• Enhances reputation - as you are seen as a
beer can range from about 2% to about 9%
responsible provider
alcohol by volume (ABV).
• Reduces fines and liability on the business,
• In order to make measurement as uniform as
managers and individual staff members
possible, the agreed convention for
• Allows the business to remain operational standardizing drinks is ‘grams of pure alcohol’
What it means in practice is that a “standard”
• Increases business and profits as people feel drink will always contain a given amount of pure
comfortable visiting your establishment alcohol, regardless of whether it is a beer, wine
• Less likely to have damage to the premises or spirits.
due to breakages. spillage, vomit A Standard Drink
• Reduces costs to repair broken items A standard drink is commonly defined as a
• Creates order and improve the ambience of a beverage that contains 10 grams of pure
venue alcohol. This may vary between 8 and 14 grams
in different countries, while some countries not
• Reduces staff and security costs due to identify a ‘standard drink’.
reduced need to handle drunk patrons
As a general rule, a standard drink can be
• Reduces liability and insurance costs defined as:
• Reduces legal claims and associated costs • 30mls of sprits
Benefits to staff: • 285mls of full strength beer
• Less stress for staff • 100mls of wine.
• Less potential harm or threatening actions In reality, most alcoholic drinks are not served
• Enables easier communication with customers as a neat ‘standard drink’. The size of the glass
and pouring size may mean a drink contains
• Less work for staff more than 1 standard drink or 10 grams of
alcohol.
• Creates a safe and harmonious work place for
all staff and customers For example:
• Increases job satisfaction and security - staff • A 330ml bottle of beer (5% ABV) may contain
will feel more comfortable working in a venue 12.2grams of alcohol / 1.3 standard drinks
that is void of alcohol related stress and
violence. • A 200ml glass of wine (12% ABV) may contain
19.2 grams of alcohol / 1.9 standard drinks
Benefits to customers:
• A 568ml (pint) of beer (4% ABV) may contain
• Reduce chance of customers hurting 18.2 grams of alcohol / 1.8 standard drinks A
themselves or others formula for working out how many grams of
alcohol / standard drinks in a beverage is:
• Allows the atmosphere and experience of
(Amount of drink (ml) X Strength of drink (ABV)
fellow customers to be positive
x 8/ 100
• Reduce violent or threatening behaviour
Effects of Alcohol
• Reduces crimes and domestic violence
• Many people enjoy visiting hospitality
• Reduces drink driving which is a leading cause organizations as it provides a chance for people
of road and pedestrian accidents. to relax, unwind and enjoy themselves through
the provision of good food, beverage and • Person's weight - a small person is more
entertainment. affected than a big person

• In today’s society, alcohol is so widely • Amount of food eaten - a person who has
available that many people forget that it is still a empty stomach is more affected than a person
depressant drug. who has eaten a big meal

• Whilst for most people drinking in moderation • Tolerance to alcohol - a person who drinks
and in a responsible manner, will not lead to rarely will appear more affected than a person
someone becoming depressed. It is still who drinks regularly.
important to remember that alcohol does
• As a staff member, it is important to know the
depresses the brain’s functions which leads to
early symptoms of intoxication and to refuse to
changes in person’s behaviour.
serve such customers well before they become
• When consumed in an irresponsible manner obviously drunk.
alcohol can become a dangerous and damaging
• As alcohol worsens the physical and mental
substance which can have serious manner and
functioning, the more individuals drink, the less
understand the effect alcohol has on people.
likely they are to be able to make decisions
Alcohol and the Body about their own well- being. This is why it is up
to the server to decide who has had enough to
Alcohol entering the body
drink, not the drinking customer.
• Alcohol, when consumed it is normally
Smell Of Alcohol
swallowed and goes into the stomach. The
stomach breaks down food and drink before • It is safe to assume a good indicator of
passing it to the small intestine. It is then intoxication if a person has a strong smell of
absorbed into the bloodstream. The less food alcohol, combined with any of the before
the quicker it is absorbed. The bloodstream mentioned signs.
then carries the alcohol to the brain. This
Body Language
process takes about 5 minutes and starts to
affect the function of the brain including • Understanding body language is a very
judgement and inhibitions. effective way to determine the intoxication of a
person and the manner in which the situation
• As more alcohol is absorbed, it continues to
may be addressed.
travel to other parts of the body affecting other
functions including balance and co-ordination. it • In previous points, it was stated that a change
is this effect that starts to make us appear to be in behaviour and mood is often a sign of
drunk. intoxication, however being able to read a
person's body language will also produce
Alcohol leaving body
helpful signs.
• The liver is the main organ that removes
Reading body language
alcohol from the bloodstream. It takes about 20
minutes for alcohol to reach the liver. Generally Aggressive Assertiv Passive
the liver removes alcohol at the rate of one (Angry) e (in (weak)
standard drink per hour. control)
Postu Leaning Upright Shrinking
Alcohol Affects People Differently
re forward or
Whilst alcohol enables people to relax and straight
enjoy themselves, it can lead to people losing Head Chin out Firm Head
control to some degree of their behaviour and down
actions. Eyes Strong Good, Looking
focus, regular down or
In essence, alcohol affects different people in piercing, eye away,
different ways due to: staring contact little eye
contact
• Speed of drinking
Face Set or firm Suitable Smiling
• Strength of drink - the blood alcohol expressio even
concentration (BAC). n when
upset
• Person's sex - women are more affected than Voice Loud and Calm and Hesitant
men emphatic clear or soft
 Arms Hands-on Relaxed, Aimless When monitoring, be aware of:
/Hand hips, fists, moving and still
• Types of drinks being ordered
s harp easily,
gestures, open • Who is ordering the drinks
pointing, palms • Who is consuming the drinks
jabbing • Rate of consumption
Move Slow and Measure Slow and • Whether food is also being consumed
ment pounding. d pace hesitant, • People showing signs of intoxication
/Walk fast and fast and • Any drinking games being conducted
ing deliberate jerky • Which people in the group could be of
assistance when dealing with
Tool To Help Identify Intoxication intoxicated patrons.

Whilst the previously mentioned signs of Types of assistance

intoxication will help a staff member identify an • Depending on the level of intoxication of the
intoxicated person, a tool can help staff customer there are a number of ways
members identify is a person is intoxicated is: assistance can be offered, either directly or
• Coordination indirectly advised to the customer, to enable
the customer to stay on the premises.
• Alcohol
• Smell These include:
• Unsteady
• Talk to the customer or their friend - this
• Slurred Speech
helps determine not only the level of
• Eyes Glazed
intoxication, but how they will respond to
Once you have identified that a customer is suggestions that may be suitable.
intoxicated, it is your responsibility to act in a
• Briefly explain your responsibilities - you may
prompt and appropriate manner.
wish to outline the house policy that applies,
Offer Assistance To Intoxicated Customers directly to the customer or a friend of theirs. Try
Politely to get the person on your side by explaining
that whilst you would like the customer to stay
• When it is determined that a person is
on the premises, they must abide by the rules of
intoxicated, it is wise for staff to provide
the establishment
assistance where applicable, in line with
company policies and relevant legislation. • Promoting non-alcoholic drinks - most venues
will have a range of soft drinks, juices or mock
• Just because someone is intoxicated does not
tails which can be a suitable alternative to
mean they need to leave the premises. There
alcohol.
are a range of suitable alternatives that can be
provided depending on the individual situation • Offering low-alcoholic beverages - some
and level of intoxication. beverages such as beer come in a low alcoholic
format which can be promoted. Alternatively
• It is important to remember that each
half measures may be suggested when serving
situation must be handled in a professional and
spirits.
discrete manner. No person likes to be told they
are intoxicated or being given instructions on • Offer water - water is free of charge in most
how to enjoy their experience, so where facilities. You may suggest a customer having a
possible the dignity of the intoxicated person glass of water between alcoholic drinks or for a
must be upheld. specific period of time

Monitor the environment • Offer food - whether through providing a

menu or offering complimentary or low costs
• Staff members must always be aware of the
snacks such as nuts and chips
environment and alert to the consumption of
alcohol by groups or individual customers • Slowing down service - try to delay the
within the establishment. service of drinks to a person, however this
should not be obvious as it may frustrate the
• Being able to deal with any potential
custom
problems as early as possible, will hopefully
avoid situations that may put staff and • Advise other staff - as to the amount of drinks
customers at risk or reduce the enjoyment of the person has had or any concerns which you
the venue by others. may have.
 Refer difficult situations to an appropriate • If a situation appears to be out of control it is
person within or outside of the establishment important that the correct person or authority
is called.
• As customers become more intoxicated, the
more difficult it may be to handle the situation • Whilst using internal sources of assistance are
yourself. In many cases customers will the first course of action, at times the situation
understand the rules that apply and will abide may have gotten out of control and more
by them in order to enjoy their time on the serious action needs to be taken.
premises.
• Every organisation should have a designated
• This is not always the case. At times situations set of instructions and procedures to follow in
may have got out of control resulting in other the event of a variety of situations ranging from
people being needed to bring the situation arguments, spiking of drinks, violence or
under control. medical harm, to name a few.

Appropriate internal persons • Staff must be aware of which type of

assistance to contact whenever these situations
• It must be remembered, that the health and
arise.
safety of staff, other customers and the
intoxicated person themselves is the primary • Anytime a situation poses a risk it must be
objective when handling instances involving dealt with in a prompt manner abiding by all the
intoxication. laws required by the country.

• As a staff member, it is not a requirement for Appropriate external persons

you to place yourself in harm's way if you feel
In the previous discussion a range of internal
you cannot handle the situation.
persons to contact were identified.
• There are a number of appropriate people
There are a number of suitable external
who can be called upon to provide assistance or
sources that can be contacted including:
to handle difficult situations involving alcohol.
• Police - in the event of any activity that is
These persons include:
breaking the law or likely to increase the risk of
• Supervisor or Manager - they will make or harm to all patrons and staff
authorize courses of action to take.
• Fire - if there appears to be a likelihood of fire
• Security - they will have the expertise to deal
• Ambulance - in the event a person requires
with the manner.
medical assistance
• DJ - they have the capacity to communicate
Reaching suitable external assistance
not only with different authorities but can also
communicate directly to the patrons within the As stated in the last discussion, if a situation
venue. appears to be out of control itis important that
the correct person or authority is called in a
Remember, if you feel you cannot handle a
prompt manner.
situation yourself, be smart and seek suitable
support to handle any situation where you feel Not only should managers state situations when
you are in harm. each appropriate source of assistance should be
notified, but also how to contact them. Easy to
Suitable external persons to notify will be
reach contact details can include:
discussed in the next section.
• Special button
Reaching appropriate internal persons
• Posters with contact numbers
There must be an easy to use communication • Speed dials
system to be able to notify appropriate internal • Other methods that is suitable
people. Systems can include:
Steps When Handling Intoxicated Customers
• Pagers
• Signals - verbal or hand • When handling intoxicated persons, there are
a number of approaches that can be taken,
• Button
depending on the individual situation and
• Phone call
severity of the problem.
Seek Assistance From Appropriate People For
• Regardless of the action taken, it is important
Situations Which Pose A Threat To Safety Or
for staff to be professional and respectful in
Security Of Colleagues, Customers Or Property
their approach.
• Handing intoxicated people should be done in switching to soft drinks or eating a meal, which
a sensitive and discreet manner which solves will allow the customer to remain on the
the situation, not escalates it further. premises.

The following T-A-K-E-C-A-R-E steps can help -At least you have placed some responsibility
resolve matters involving intoxicated patrons. back in the customer’s hands in relations to
their actions.
Tell early
Report- Ensure other people are aware of what
Avoid put-downs
is happening.
Keep calm
-For legal reasons you may be required to keep
Ever courteous a written record of events as they happen and
the approach taken.
Clarify refusal
Echo- You may wish to notify a friend of the
Alternatives intoxicated person why certain actions are
Report taking place.

Echo -They may be in a more controlled state and

understand the situation more clearly. They can
Tell early- If staff are aware of early signs of also become an ally when dealing with the
intoxication, they are able to help provide intoxicated person.
assistance to customers which enable them to
still enjoy their experience. Handling Complaints

Avoid put-down- You must be respectful in • Like in any business, there will always be
your approach with people. complaints that will be brought to the attention
of staff and management.
-Do not judge them or talk down to them.
• When alcohol is involved, the number and
Keep calm- Whilst it is not uncommon for types of complaints may vary. Some may be
intoxicated persons to talk in rude manner to logical whilst others unreasonable and resulting
you. remember you are just doing your job and from the requests of people who are
try not to take the comments personally. intoxicated or under the influence of alcohol.
-Try to use a calm and controlled voice. You • Dealing with a complaint can be complicated.
don’t want to use loud or threatening words or If you handle it well, you will have bought the
tones which can further escalate the problem. customer round from being dissatisfied to being
Ever courteous- Regardless of the way that you happy. However, if dealt with badly, the
may be treated by a specific customer, you customer will feel less happy and is likely to tell
must respect the customer and be professional as many people as possible about the situation,
and polite. leading to a loss of potential customers.

-Don’t be confrontational and demeaning about Quite often intoxicated people will just
hate person. Your role is to explain why you are complain and any solution you may offer, whilst
taking a certain approach. Normally this reasonable to you, may never satisfy their
involves identifying how a person may be needs. Regardless of the complaint, key points
breaking the law. to dealing with them include:

Clarify refusal- You need to explain why a • Listen carefully to the complaint,
person may be refused a beverage, entry into without interrupting
the premises or the right to remain on the • Show that you understand
premises. Be practical in you explanation and • Apologize
stick to the facts. • Seek a solution

-Don’t get emotional or personal about the • It is import and not to remain professional
intoxicated patron. the law requires them to and treat every complaint with respect, even if
follow a certain action. You may want to remind it does not warrant it.
the person they are welcome back when they
• Remember, when people are angry, they
abide the law.
often throw insults. Do not take insults
Alternatives- If handled in a prompt manner, a personally or retaliate, you have to remain
staff member will be able to provide and professional.
explain a range of alternatives a including
• Dealing with complaints requires you to have • Visit the table, ask if all is ok. The attention
patience and to keep others around you calm. and the fact you have noticed are enough to
make most quieten down or leave
Handling Potential Problem Situations
• If it persists and or gets louder, you will need
• As alcohol is associated with relaxing and
to ask them once again if they are ok
celebration, there will always be potential
problems that arise • Suggest that this is not the place for their
upset or argument
• Whilst you can never be sure of situations that
may lead to trouble, traditionally there are • Let them know that, if they cant put aside
scenarios than commonly need to be monitored their issues, they will have to leave
closely. These include:
• Always remain partial
Large Single Sex Groups- Whether due to
• Depersonalize the situation by stating it is
celebration or party, single sex groups often
your job/house rules and nothing personal.
start drinking to excess; encourage a culture of
drinking games and fast consumption. Game and Sports- All games seem to have a
winner and a loser. This very nature often leads
-Due to the nature of large groups, their actions
to one person being upset.
and noise level may impact on other customer
as well. -In premises where customers are playing
games such as pool or darts, There is also the
• Distribute house policy with confirmations of
added issue of potential weapons. Issues may
large bookings or private functions
also arise with whose turn it is next.
• Speak with them on arrival. Welcome then
To help reduce potential problems:
and thank them for their patronage however
notify them of unexpected behavior • As rules differ from area to area, have a set of
house rules for everyone to play by
• Speak with them in a friendly manner and
don't treat them as a problem, until they do • Put a clear, fair system in place for how to
become one. their business is just as important book games and how to determines who plays
to the business as other customers and they next
deserve to be treated with respect. In fact you
may wish to acknowledge their business and • Ensure the area is well staffed or has frequent
provide some special products or services, given staff presence to spot any potential problems.
they are a large group who are likely to spend a • Put in place a deposit system or some other
lot of money. method, so all equipment such as darts and
• Build up a relationship early on so it's easier to cues are returned to staff after each game.
speak to them laterfind out what they are Apply Procedures Appropriate To The Situation
celebrating In Accordance With Organizational Policy
• Set aside a separate area for them, if possible, • Every organization that serves alcohol should
to avoid upsetting other customers have established policies and procedures that
• Identify the leader and make him or her are in place to help promote the responsible
responsible for the group’s behavior service and consumption of alcohol.

• Watch the amount they are drinking • Each country and local administrative region
will have their own laws and regulations in
• Speak to the individuals at the bar relation to the supply and service of alcohol and
how to handle intoxicated patrons.
• Make it clear that, if one person causes
trouble, they will all have to leave • It is essential that anyone who will be involved
in the supply or sale of alcohol understand all
Domestic Arguments- are often the hardest to
laws and regulations that apply in your region
spot and to handle the matter is very personal
or country.
and important to those involved. It is a common
occurrence, which seems to be more common • Whilst the information provided in this
when alcohol is involved. Whilst you can’t listen manual identifies key strategies and actions that
to each customer’s conversations, it is often are commonly used on a global scale, any local
obvious if there are ill feeling or cross words laws or regulations will always take precedence
being spoken between partners or friends. over this information.
 Establish a house policy communicating the problem to other staff and
may involve calling the police.
• One of the most powerful ways of reducing
the risks of a breach of your duty of care or local • By having a plan which is understood by all
laws and regulations is to have a house policy staff members before and incident takes place,
that is visible and always applied in the venue. there is a clear path of responsibilities and
actions that can guide a very stressful time.
• This is the best way to inform both staff and
customers about the laws and rules of a specific Identify And Address Current Issues
organization. It creates a framework for how an
Drink spiking
organization will promote the safe supply and
consumption of alcohol • This is where alcohol or other substances is
added to drinks without the drinker’s
• A house policy clearly states you commitment
knowledge or consent.
to harm minimization and the responsible
serving of alcohol. • Drink spiking is currently an issue that is
causing serious concern among health
• Although general policies are available, the
professionals and police as it can be related to
best are those that fit the venue because they
other crime such as sexual assault.
are written by and unique to the venue.
• Whilst it is often associated with other drugs,
The following should be included in a house
it also extends to putting shots of spirits into
policy:
drinks or ordering drinks with extra shots for
• Expected standards of behaviour of the people/
customers.
• Management and staff must be careful to
• A list of those not to be served alcohol notice incidents of drink spiking and should
develop strategies that reduce the opportunity
• Limits for cocktails, shots or shooters.
for drink spiking to occur.
• Getting the input and suggestions of staff is
• It should be remembered that it is a crime
highly encouraged as they will be the people
punishable by fines and imprisonment.
who will be putting the strategy into place. They
must feel comfortable about what is required of Strategies to avoid drink spiking:
them, It also means they will have more
• Warn customers not to leave drinks
ownership and are more likely to always apply
unattended
the principles of RSA in the venue.
• Have a policy regarding the maximum number
• Send out a copy of your house policy with
of shots per drink, even in cocktails
each function confirmation. Let customers
know what you expect before they arrive. • Dispose of unattended drinks
• As part of an induction programme or code of • Be suspicious of orders for drinks with added
conduct, staff should be provided with guideline shots of spirits and have a policy in place to deal
on acceptable behaviour whilst on the premises with them
and particularly, when providing service to
patrons. • Watch the behaviour of patrons, looking for
signs that a persons has become suddenly
Signage drunk. Take notice of people offering to take
affected person home.
• Most laws will require or encourage premise
to have suitable signage placed in locations that Binge drinking
can be seen by customers and referred by staff.
• Having these signs in clear view is extremely • Binge drinking is a very harmful practice of
helpful as it allows staff to refer to them when drinking too much in a short period of time or in
appropriate action is taken in reference to one-off episodes. Young people are particularly
intoxication. It is important that they at risk as they may nit have access to alcohol
understand the content and ramifications of the over the long term, but get hold of it only
information contained within the signs. occasionally.

Escalation Plan • Binge drinking can lead to aggression,

domestic violence, health issues, unsafe sex,
• Have an “escalation plan.” That is a plan for if and sexual assault.
things get worse. This is likely to include
• Following responsible service of alcohol
practices can reduce the incidence of binge
drinking and underage drinking which is often
associated with binge drinking.

• Research has shown that a majority of alcohol

consumed especially by younger people, is
drunk in a manner that is dangerous to health
through habits such as binge drinking and
drinking on more than five days per week.

• However, it is most common in the 18-24

years age group with over 93% of alcohol drunk
by males liable to cause health problems and
82% for young women.

Deal with intoxicated persons appropriately

• This topic has identifies a variety of ways in

which to deal with intoxicated persons,
depending on the situation, level of intoxication
and risks to others.

• Most of these strategies are not helpful in

professionally dealing with intoxicated patrons
but are also legal. This ensures that in the
event, an investigation takes place in regard to
a particular incident, management and staff can
be confident they have followed the correct
procedures and help mitigate any legal issue
that may arise.

Tips to remember:

Whilst a range legally abiding steps is identified

elsewhere in this book, some important tips to
remember include:

• Identify situations where problems may arise

as early as possible

• Try to involve the customer by providing

options

• Treat the customer professionally

• Don’t touch the customer, where possible

• Take action as early as possible

• Follow all house policies, rules and

regulations. When handling any situation
involving an intoxicated individual, always think
of how you would like to be treated if the roles
were reversed.