Question 1
Scenario
A patron approaches the bar at midnight and demands a shot. He does not appear to be intoxicated
and this is the first drink the patron has ordered. However, it is against your venue’s House Policy
...
Question 1
Scenario
A patron approaches the bar at midnight and demands a shot. He does not appear to be intoxicated
and this is the first drink the patron has ordered. However, it is against your venue’s House Policy to
serve shots after midnight.
Answer: Hi, How are you? How was your evening? I can not serve you a shot as we don’t serve
shot after 10pm. It’s our house policy. Would you like a drink with post mix instead? Or beer?
Part 1
As it is against House Policy to serve drinks in this manner, you need to refuse service of the shots.
Remember, this is not a full refusal of service due to signs of intoxication, this is a refusal to serve a
specific type of drink the patron ordered, as it is against House Policy.
In your response you will demonstrate how you would communicate with the patron by talking to the
Assessor as though they are the patron. Give the patron a WARNING about ordering drinks that are
against the venue’s House Policy.
In your response make sure to:
Use the appropriate tone of voice;
Give the patron a WARNING; and
Make attempts to defuse the situation.
View Slide (course notes to help answer this question)
Part 2
Considering the scenario in part 1, explain to the patron the consequences they may face if they
continue to demand service that is against House Policy.
Answer: Listen sir its against our house policy to serve shots at this time. If you keep insisting I have
to ask you to leave the premises or I have to call the police. If the police arrive here, you will be
fined for this act. Security! can you please take care of this gentle man please?
In your response make sure to:
Make references to what might happen to the patron if they do no not comply with the refusal
to serve drinks that are against House Policy.
View Slide (course notes to help answer this question)
QUESTION 2
Question 2: Preventing Intoxication: Early Intervention
If a patron has been drinking alcohol for three (3) hours without eating or drinking anything else –
what two (2) different alternatives to consuming alcohol might you offer to them?
In your response, talk to your Assessor as though they are the patron. Offer them at least two (2)
different alternatives.
Answer: Hello friend how are you doing? Looks like youre having a great night here today. I have
been watching you from last couple of hours, youre just drinking alcohol and now if I keep serving
you alchol its against the RSA. So would you like to give break for a while and drink some
complementary food, postmix or water?
In your response make sure to:
Use the appropriate tone of voice; and
Offer at least two (2) different alternatives to drinking alcohol.
View Slide (course notes to help answer this question)
Question 3: Refusal & Eviction Role-Play
Note
Unlike the previous portion of the assessment, during the role-play you will not have prior knowledge o
before the phone call with the Assessor. You will only have the scenario to help you prepare for the asses
and familiarize yourself with responsible service of alcohol practices that may assist you during the role
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