HOUSEKEEPING

DEALING with
or Handle

INTOXICATED
GUEST

PREPARED BY: MS. PATRICIA ANNE SANTOS

DETERMINE THE LEVEL OF INTOXICATION
• Many hospitality venues serve alcohol in their various food and beverage outlets
• It is part of most cultures that alcohol is served, with or without meals
• Whilst for the most parts customers are able to enjoy themselves and drink in a
responsible manner, this is not always the case.
The purpose of this subject is to enable
hospitality staff to:
• Understand the legal implications when serving
alcohol
• Understand their responsibilities in relation to the
service of alcohol
• Handle situations where people are intoxicated.
 The primary responsibility a business has is to ensure the health and safety of
those who either: • Frequent an establishment or 
• Are impacted due to its existence.
Managers and staff have a duty of care to make sure
that all people are safe from harm when:
• On the premises
• When they leave.
This duty of care is owed to all people in the
environment including:
• Customers 
• Owners 
•
DUTY OF CARE •
Managers 
Staff 
• General Public.
RESPONSIBLE SERVICE OF
ALCOHOL
Every organization must promote the
responsible service of alcohol. 
• What is it? 
• How do you do it?

07.
BENEFITS TO THE BUSINESS
• Increase to reputation 
• Reduces fines and liability 
• Allows a business to remain operational 
• Increased business and profits as people feel comfortable
visiting your establishment
• Less likely to have damage to the premises due to
breakages, spillage, vomit. 
• Reduced costs to repair broken items 
• Create disorder and ruin the ambience of a venue
• Reduces staff costs as less staff are required to handle
drunk patrons 
• Reduced liability and insurance 
• Reduced legal claims
 BENEFITS TO THE
STAFF
• Less stress for staff
• Less potential harm or threatening
actions
• Enables easier communication with
customers
• Less work for staff
• Creates a safe and harmonious work
place for all staff and customers
• Increases job satisfaction and security
BENEFITS TO THE
CUSTOMERS
•  Reduces chance of customers hurting
themselves or others
•  Allows the atmosphere and experience of
fellow customers to be positive
•  Reduces violent or threatening behaviour
•  Reduces crimes and domestic violence
•  Reduces drink driving which is a leading
cause of road and pedestrian accidents.
 ALCOHOL
•  Alcohol is a substance that has become
an everyday part of society
•  However what it is and how it affects
In order to make the body is often not discussed.
measurement as •  The intoxicating ingredient in alcoholic
uniform as possible,
beverages is known as ethyl
the agreed
• alcohol or pure alcohol
convention for
•  This ingredient is contained in all
standardizing drink
is ‘grams of pure alcoholic drinks
alcohol’. •  However the level of concentration
differs between drinks.
 ALCOHOL BY VOLUME
Different drinks will also have some different strengths.

This is referred to as ‘alcohol by volume’.

EXAMPLES INCLUDE:
• Beer: normally 3 – 5 %
• Wine: normally 1 2 – 14%
• Spirits: normally 37 – 43%.

03.
STANDARD DRINK
A “standard” drink will always contain a given amount of pure alcohol,
regardless of whether it is beer, wine or spirits. 
• A standard drink is commonly defined as a beverage that contains 10
grams of pure alcohol 
• This may vary between 8 and 14 grams in different countries 
• Some countries do not identify a ‘standard drink’.
AS A GENERAL RULE, A STANDARD
DRINK CAN BE DEFINED AS:
•  30 mls of sprits 
• 285 mls of full strength beer
• 100 mls of wine.

09.
 In reality, most alcoholic drinks are not served as a neat ‘standard drink’ The size
of the glass and pouring size may mean a drink contains more than 1 standard
drink or 10 grams of alcohol.
FOR EXAMPLE:
• A 330ml bottle of beer (5% ABV) may contain 13.2
grams of alcohol / 1.3 standard drinks
• A 200ml glass of wine (12% ABV) may contain 19.2
grams of alcohol / 1.9 standard drinks
• A 568ml (pint) of beer (4% ABV) may contain 18.2
grams of alcohol / 1.8 standard drinks.
DETERMINING ‘STANDARD DRINK’
A formula for working out how many grams of alcohol / standard drinks in a beverage is:
{Amount of drink (ml) X Strength of drink (ABV)} x 8
1000
 Many people enjoy visiting hospitality organizations as it provides a chance for people to
relax, unwind and enjoy through the provision of good food, beverage and entertainment
￭  Why do people drink alcohol?
￭  What effects does it have?
IT IS STILL IMPORTANT TO REMEMBER THAT ALCOHOL:
•  Depresses the brain’s functions
•  Which leads to changes in a person’s behaviour.
WHEN CONSUMED IN AN IRRESPONSIBLE MANNER ALCOHOL
CAN BECOME A:
• Dangerous and damaging substance
• Which can have serious effects on a person.
THEREFORE AS A STAFF MEMBER WITHIN THE HOSPITALITY
INDUSTRY, IT IS IMPORTANT THAT YOU ENSURE CUSTOMERS:
EFFECTS OF • Consume alcohol in a sensible manner

ALCOHOL •  Understand the effect alcohol has on people.

ALCOHOL ENTERING BODY
• Alcohol, when consumed it is normally swallowed and goes into
the stomach
• The stomach breaks down food and drink before passing it to the
small intestine
• It is then absorbed into the bloodstream
• The less food eaten, the quicker it is absorbed.
• The bloodstream then carries the alcohol to the brain
• This process takes about 5 minutes
• It starts to affect the function of the brain including:
⚬ Judgement
⚬ Inhibitions.
• As more alcohol is absorbed, it continues to travel to other parts
of the body affecting other functions including:
⚬ Balance
⚬ Co-ordination
• It is this effect that starts to make us appear to be drunk.
ALCOHOL AFFECTS
PEOPLE DIFFERENTLY
In essence, alcohol affects different people in different
ways due to:
•  Speed of drinking
•  Strength of drink
•  Person’s sex
•  Person’s weight
•  Amount of food eaten
•  Tolerance to alcohol.
 MONITORING
INTOXICATION
AS A STAFF MEMBER, IT IS IMPORTANT
TO: •  Know the early symptoms of intoxication
•  Refuse to serve such customers well
before they become obviously drunk.
AS ALCOHOL CONSUMPTION
INCREASES IT: customer’s physical and mental functioning 
•  Worsens
• Makes them less likely to be able to make decisions about their own wellbeing.

THIS IS WHY IT IS UP TO THE SERVER TO DECIDE WHO HAS HAD

ENOUGH TO DRINK, NOT THE DRINKING CUSTOMER.
 INTOXICATION
In summary, “intoxicated” is the body’s response to having alcohol in the human system . This
is always hard to identify so what signs exist that may indicate intoxication?

Different countries will prohibit the sale or supply or alcohol to someone who appears to be
intoxicated or drunk.

•  By what does this mean?

•  When do you know someone has
reached this level?

03.
SIGNS OF INTOXICATION
• LOSS OF COORDINATION
￭ Being clumsy
￭ Eyes seem unfocused or glassy
￭ Bumping into furniture and other people
￭ Staggering
￭ Falling down or tripping over things
￭ Inability to walk in a straight line
￭ Inability to do basic tasks like lifting a glass
￭ Knocking things over.
SIGNS OF INTOXICATION
• CHANGE IN SPEECH
￭ Having trouble talking in a normal manner
￭ Speech becomes slower and slurred
￭ Volume of speech becomes louder
￭ Person becomes outspoken.
SIGNS OF INTOXICATION
• MOODS, BEHAVIOUR AND CONDUCT
￭ Big changes in mood over time
￭ Personality changes
￭ Becoming isolated from group
￭ Inappropriately affectionate
￭ Extremely outgoing
￭ Wanting to cause arguments
￭ Being over affectionate to strangers
SIGNS OF INTOXICATION
• QUANTITY OF ALCOHOL CONSUMED
￭ The amount of drinks consumed
￭ The rate of consumption
￭ They are ordering more drinks at a time
￭ The types of drinks – normally become stronger
￭ Complaints about strength of drinks
￭ Smell of alcohol
￭ Body language
 OFFERING ASSISTANCE
When it is determined that a person is intoxicated, it is wise for staff to provide
assistance where applicable
Just because someone is intoxicated does not mean they need to leave the
premises
It is important to remember that each situation must be handled in a professional
and discrete manner.
ABOUT US ABOUT US
There are a range of suitable alternatives that can be provided
depending on the:
• Individual situation
• Level of intoxication.
MONITORING THE ENVIRONMENT
Staff members must always be aware of the environment and alert to the consumption of
alcohol by groups or individual customers within the establishment.

WHEN MONITORING, BE AWARE OF:

•  Types of drinks being ordered
•  Who is ordering the drinks
•  Who is consuming the drinks
•  Rate of consumption.
•  Whether food is also being consumed
•  People showing signs of intoxication
•  Any drinking games being conducted
•  Which people in the group could be of assistance
when dealing with intoxicated patrons.
TYPES OF ASSISTANCE
•  Talk to the customer or their friend
•  Briefly explain your
responsibilities
•  Promoting non-alcoholic drinks
•  Offer food.
•  Offering low-alcoholic beverages
•  Offer water
•  Slowing down service
•  Advise other staff.

04.
REFER MATTERS TO APPROPRIATE PEOPLE
It must be remembered, that the health and safety of staff, other customers and the
intoxicated person themselves is the primary objective when handling instances
involving intoxication.

As customers become more intoxicated, the more difficult it may be to handle the
situation yourself.

As a staff member, it is not a requirement for you to place yourself in harm’s way if you
feel you cannot handle the situation.

You may need to get the assistance from someone 

￭ Inside the organization 
￭ Outside the organization.
 INTERNAL SOURCES OF EXTERNAL SOURCES OF ASSISTANCE
ASSISTANCE These persons include: 
These persons include:  • Police
• Supervisor or Manager • Fire 
• Security  • Ambulance
• DJ
CONTACTING INTERNAL SOURCES CONTACTING EXTERNAL SOURCES
There must be an easy to use communication Easy to reach contact details can include:
system to be able to notify appropriate internal •  Special button
people. Systems can include: •  Posters with contact numbers
• Pagers  •  Speed dials
• Signals – verbal or hand  •  Other methods that are
• Button 
suitable.
• Phone call
APPLY
APPROPRIATE
PROCEDURES
10.
ESTABLISHING A SAFE VENUE AND ATMOSPHERE
The manager plays a pivotal role in ensuring the venue is safe for all staff and patrons
to enjoy.
THEY HAVE CONTROL OVER:
•  What will be determined acceptable behaviour and actions within a venue
•  How it should be run to ensure patrons can enjoy the facility.
Their decisions and actions guide the atmosphere of
a venue. In essence the atmosphere is the general
mood or feeling of a place.
IT INFLUENCES THE:
•  Behaviour and actions of customers
•  The way they drink
•  Their ongoing behaviour.

09.
 DRINKING BEHAVIOR
By promoting, encouraging and controlling the
drinking behaviour, it will certainly help reduce
the risks associated with intoxication.
DRINKING BEHAVIOUR IS THE GREATEST
INFLUENCE ON:
•  How each person’s behaviour and actions
•  The way a group interacts
•  The general conduct within the premises.

DRINKING BEHAVIOUR DEPENDS ON THREE DIFFERENT FACTORS:

•  The drink
•  The drinker
•  The environment
Removing or changing any one of these factors will alter the drinking behaviour.
 There are a number of factors
that influence drinking
behaviour and the change and
degree of problems associated
with intoxication.
THESE FACTORS CAN BE:
• POSITIVE
• NEGATIVE

CREATING THE RIGHT ENVIRONMENT

POSITIVE FACTORS NEGATIVE FACTORS
•  High levels of cleanliness •  Unsupervised pool tables
•  TV showing aggressive, offensive, sexual or intoxication-related images
•  Well trained and professional staff
•  Offensive or sexually explicit music
•  Facilities in operational order
•  Congestion
•  Good security measures •  Higher percentage of customers standing
•  Regular removal or rubbish and •  Drunk or underage persons
waste •  Vomiting.
•  Prompt cleaning of tables and •  Drug dealing or drug use
removal of dirty bottles, plates and •  Drunk customers in the premises
glasses •  Staff being hostile or aggressive towards patrons
•  Staff allowing aggression or watching conflict
•  Adequate and well lit and ventilated
•  Staff sending people outside to fight
toilets.
•  Late intervention in situations by staff.
•  Non-aggressive security staff •  Patrons served double at closing time
•  Non-crowding policies •  Served after closing time
•  Mix between men and women •  Smokiness or lack of ventilation
•  Good communication •  High level of noise and movement
•  Good activities •  Lack of bar wiping, table clearing, toilet cleanliness
•  Safe venue layout •  Openly sexual or sexually competitive activity
• •  In-house promotion on alcohol and “sexy dancing
 Video camera surveillance.
ASSESSING THE SITUATION
Once the risks have been addressed and action taken to create the right atmosphere, this
does not guarantee problems will not arise It is vital that not only managers, but all staff
constantly assess and monitor the situation as the shift unfolds.

APPLY PROCEDURES
Every organization that serves alcohol should have
established policies and procedures that are in
place to help promote the responsible service and
consumption of alcohol.

03.
 ESTABLISH A HOUSE POLICY
One of the most powerful ways of reducing the
risks of a breach of your duty of care or local
laws and regulations is to have a house policy
that is:
•  Visible
•  Understood by staff and customers
•  Always applied.
•  They contain the laws and rules of a specific
organization
•  It creates a framework for how an organization will
promote the safe supply and consumption of alcohol
•  They are often written by and unique to a venue.

07.
 INCLUSIONS IN A
HOUSE POLICY
The following, at a minimum, should be included
in a house policy:
•  Expected standards of behaviour of
customers
•  A list of those not to be served alcohol
•  Limits for cocktails, shots or shooters.
SIGNAGE
Most laws will require or encourage a premises to have suitable signage placed in
locations that can be:
•  Seen by customers
•  Referred by staff.
ESCALATION PLAN
It is wise to have a plan for if things get worse.
By having a plan which is understood by all staff members before an incident
takes place, there is a clear path of pre-determined:
•  Responsibilities
•  Courses of action.

03.
STEPS WHEN HANDLING INTOXICATED PATRONS
When handling intoxicated persons, there are a number o on the individual situation and
severity of the problem. Regardless of the action taken, it is important for staff to:

• Be professional and respectful in their approach

• Conduct in a sensitive and discreet manner.
THE FOLLOWING T-A-K-E C-A-R-E STEPS CAN HELP RESOLVE
MATTERS INVOLVING INTOXICATED PATRONS
•  Tell early •  Clarify
•  Avoid put- refusal
downs •  Alternatives
•  Keep calm •  Report
•  Ever courteous •  Echo
HANDLING COMPLAINTS
There will always be complaints that will be brought to the attention of staff
and management
When alcohol is involved, the number and types of complaints may vary
Some may be logical whilst others unreasonable and resulting from the
requests of people who are intoxicated or under the influence of alcohol.

Regardless of the complaint, key points to dealing

with them include:
•  Listen carefully to the complaint, without
interrupting
•  Show that you understand
•  Apologise
•  Seek a solution.
 HANDLING INTOXICATED
COMPLAINTS
•  It is important not to remain professional and treat
every complaint with respect 
• Remember, when people are angry, they often throw
insults. 
• Do not take insults personally or retaliate, you have
to remain professional 
• Dealing with complaints requires you to have
patience and to keep others around you calm.

LARGE SINGLE SEX GROUPS

Whether due to celebration or party, single sex groups often start drinking to excess, encourage a
culture of drinking games and fast consumption
Due to the nature of large groups, their actions and noise level may impact on other customers as
well.
 APPROPRIATE TECHNIQUES INCLUDE:
•  Distribute house policy with confirmations of large bookings or
private functions
•  Speak with them on arrival
•  Welcome them and thank them for their patronage
•  Notify them of expected behaviour.
•  Speak with them in a friendly manner and don’t treat them as a
problem, until they do become one
•  Build up a relationship early on so it’s easier to speak to them later
•  Set aside a separate area for them, if possible, to avoid upsetting other customers
•  Identify the leader and make him or her responsible for the group’s behaviour.
•  Watch the amount they are drinking
•  Speak to individuals at the bar
•  Make it clear that, if one person causes trouble, they will all have to leave.
DOMESTIC ARGUMENT
•  Visit the table, ask if all is ok
•  If it persists and or gets louder, you will need to ask them once again if they are ok
•  Suggest that this is not the place for their argument.
•  Let them know that, if they can’t put aside their issues, they will have to leave
•  Always remain impartial
•  Depersonalise the situation by stating it is your job, it is house rules, and it is not personal.
ASKING CUSTOMERS TO LEAVE PREMISES
Whilst is it unreasonable to ask every patron who is showing even the smallest sign of
intoxication to leave, it is essential that a person will be asked to leave who:
•  Is using or threatening violence
•  Is disturbing the enjoyment of other patrons
•  Is disorderly or not abiding by premises rules
•  Is breaking the law
•  Is using disgusting, profane or foul language.
 STEPS WHEN ASKING
SOMEONE TO LEAVE
•  Final warning
•  Notifying friends
•  Identify transportation
•  Arrange assistance
•  Explain why the person is being asked to leave.
• Explain transportation options
•  Follow the person to the door
•  Ensure the person is safely off the premises
•  Ensure they are looked after.
•  There will be times, when a more direct and forceful action is required
•  The appropriate authorities must undertake this action, whether by police or security.
COMPLY WITH LEGISLATION
As a manager or a server in an establishment that
serves alcohol it is your responsibility that it is done in
a manner that:
•  Maintains the health and safety of all people
concerned
•  Is legal
•  Promotes responsible service and consumption
of alcohol.
LEGAL CONSIDERATIONS
There are a number of actions to ensure a safe and legal operation including:
•  Establish a house policy
•  Avoid promotions that encourage irresponsible consumption of alcohol
•  Train staff in responsible service of alcohol
•  Identify and address potential difficult situations
•  Create the right atmosphere.
TIPS TO REMEMBER
•  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
UNDERAGE DRINKERS
It is human nature for people who are under the legal age of drinking in a specific
country to want to consume alcohol due to:
￭ Peer group pressure
￭ The right to fit it
￭ The act of rebellion
￭ Simply wanting to act older than they are.
￭ Every establishment that serves alcohol, at some stage
will need to deal with underage drinkers
￭ A person under the legal drinking age will be referred to
as a ‘minor’.
REASONS FOR HAVING A DESIGNATED DRINKING AGE
•  Every country will have a designated age in which people are allowed to legally drink alcohol
•  This is set because the consumption of alcohol by minors is very dangerous.
•  They lack the experience of drinking alcohol
•  They may not be mature enough to handle themselves in a drinking capacity
•  Brain does not fully develop until the age of 24 in males and 22 in females
•  Therefore the effects of alcohol impacts brain development to a greater extent.
•  Their internal organs haven’t fully developed, therefore the effects of alcohol are greater
•  Minors are more likely to binge drink, which is a major health risk
•  Minors are most likely to become dependent on alcohol and become heavy drinkers later in life.

TYPES OF LAWS
The law will also state conditions in which alcohol can be served in relation to minors
Each country will have their own laws in relation to the sale and consumption of alcohol in
relation to minors
LEGAL CONSIDERATIONS MAY INCLUDE:
•  Alcohol cannot be sold to a person under the legal drinking age
•  Alcohol cannot be supplied or consumed by a person under the legal drinking age
•  Proof of age must be checked if a person looks under 25 years of age.
MINORS MAY BE ABLE TO BE ON A PREMISES THAT SUPPLIES ALCOHOL IF:
• They are in the company of a responsible adult
•  Are eating a meal
•  Work on the premises in duties that do not involve the sale of alcohol.
•  Some venues may allow a minor to have an alcoholic drink if they are having a
meal or with a spouse, parent or guardian
•  Food containing alcohol may be consumed if below a certain percentage of the
entire meal
•  Minors may not be allowed into areas where their primary product sold is alcohol
including bars and night clubs.
 STRATEGIES TO PREVENT UNDERAGE DRINKING
CHECKING UPON ENTRY
• Many establishments may have staff located at the door to ensure minors are not
granted access
• If there are no allocated staff, it should be the responsibility of staff to observe new
arrivals
• This check is also helpful in identifying intoxicated persons entering the venue
REQUESTING IDENTIFICATION
Whilst each country will have their own forms of approved identification,
these may include:
• Photographic Drivers Licence
• Passport
• Proof of age card
• Identification booklet.
 STRATEGIES TO PREVENT UNDERAGE DRINKING

CHECKING IDENTIFICATION
•  Always check them in a well lit area
•  Take the time to examine the identification carefully
•  Look for any signs that may indicate the identification is not real including:
￭ Alternations of pages
￭ Changing of photos
￭ Changing of date.
•  Ask for supporting identification is you are unsure of the authenticity of the
identification
•  Get the person to sign a document to compare signatures or to state the document
is accurate
•  Ask questions to test the authenticity of information on the identification.
 HANDLING FAKE IDENTIFICATION
If you think that a person has given you a fake identification,
it is good practice to:
•  Refuse the person entry
•  Keep the identification
•  Give the identification to the relevant authorities.

OBSERVE DRINKERS
•  In many establishments, minors are allowed into a wide variety of food and
beverage outlets that serve both food and beverage
•  Staff should observe people who are drinking alcohol
•  In some cases, adults may have purchased these drinks on their behalf.
 COMPLYING WITH LAWS
All businesses that serve food and beverage will have a series of laws
in which they must comply. Licensing law is the set of legal rules
governing the sale of alcohol in a given jurisdiction.
It usually defines who can:
•  Sell or supply alcohol
•  When, where and to whom.
•  Generally the underlying purpose of licensing law is to act as a
protection against any potential harm to public order or to public
health
•  This is sometimes stated in the law.

03.
 TYPES OF LAWS
LICENSE TO SELL
• Most countries that have restrictions on who can buy alcohol, will also have restrictions on who can
do the selling
•  In order to sell alcohol, you may have to obtain a permit or license
•  The license may simply permit you to sell alcohol in general or may have stipulations.
STIPULATIONS INCLUDE:
•  In which areas of the establishment it may be sold
•  What may be sold
•  At what times sales can be made
•  If alcohol is allowed to be brought into the venue for consumptions.
ESTABLISH POLICIES AND PROCEDURES
•  Establish house rules
•  Place appropriate signs in place
•  Ensure staff understand
•  Ensure compliance with policies and procedures. 09.
 TRAINING OF STAFF

MANAGEMENT MAY NEED TO

ENSURE: STAFF MAY BE REQUIRED TO:
•  Correct types of staff – including •  Undertake responsible service of alcohol
security courses
•  Correct numbers of staff •  Gain certification in specific courses
•  Correct age of staff serving •  Attend regular staff meetings to discuss
alcohol RSA issues
•  Have technical knowledge and •  Understand their responsibilities
skills. •  Be properly trained and consistently apply
their training and knowledge
03.
DOCUMENTATION
OF SYSTEMS
In order to prove that you are
complying with the laws, it is good
practice to keep records to show
what systems you have in place
including:
•  Training and Training
Records
•  Incident Diary
•  Refusals Book.

02.
 RECORDING INCIDENTS

You should record all incidents for a The record should include the
variety of reasons: following:
•  It can be used as a learning •  Date
tool and can assist in •  Time
communication between staff •  What happened
and management •  Who was involved
•  It provides an accurate record •  How it was dealt with
for police, company or insurance •  Whether police were called
p and Witness information.

03.
HOUSEKEEPIMG

ANY QUESTIONS?

THANK YOU