Responsible service of alcohol training videos
Developed and hosted by the Office of Liquor and Gaming Regulation Queensland www.business.qld.gov.au
WE ALL PLAY A ROLE
Behind the bar training video (We all play a role)
Questions to think about……..
45 seconds
What did the glassy do well in this scenario? Would you have done anything differently?
In relation to RSA, did you observe anything that may be cause for concern?
Whose responsibility is it to monitor patrons throughout the venue?
With regards to RSA within your venue, do you know your role to play?
During staff briefings in your venue, are instructions to glassies/roaming staff different from those given to others?
1:31 seconds
What actions would you take at this point?
Would it have helped if the glassy had engaged directly with the patrons or made further observations subtly from nearby?
When serving, or observing a round of drinks being served, how do you assess the intoxication levels of all patrons receiving the drinks?
Are all staff at your venue empowered to make decisions regarding a patron's level of intoxication?
1:51 seconds
How do you communicate information regarding patron behaviour between staff at each bar, room or area within your venue?
Have you had a situation where you felt a patron should stop being served but you didn't know how to address the issue?
What issues could arise if no action was taken?
Would you have done anything different? Why?
2.28 seconds
This environment was quite well lit with a low density of patrons. How would you deal with the challenges of working in a much darker, noisier and busier venue, with many areas out of sight from the bar area?
Responsible service of alcohol training videos
Developed and hosted by the Office of Liquor and Gaming Regulation Queensland www.business.qld.gov.au
A TRICKY SITUATION
Behind the bar training video (A tricky situation)
Questions to think about……..
46 seconds
Would you have refused service to any of these customers?
1:48 seconds
What signs of undue intoxication was Jim's mate showing?
When you serve a customer, how do you also assess the friends they are buying drinks for to ensure they aren't unduly intoxicated?
What signs of intoxication, if any, could also be confused with disability?
How would you have engaged with Jim to assess whether his friend did have a disability?
2.40 seconds
How would you tell Jim that his friend needed to be put on water in this situation?
Would you handle the situation differently if there was a larger group of friends with Jim at the bar?
3.15 seconds
Should the fact that Jim is a club member change the refusal of service situation?
Was the refusal of service for Jim's friend made clear?
What are the maximum fines you and the licensee could receive for serving an unduly intoxicated person?
3.42 seconds
Do you agree with giving Jim's friend the option to leave in a taxi?
What are some strategies for dealing with aggressive patrons?
If you don't feel confident dealing with an aggressive patron, what do you do?
4.10 seconds
What else could happen if an unduly intoxicated person was served liquor?
Overall, do you think the bar staff did a good job in identifying the signs of undue intoxication and dealing with the situation?
Would you have done anything differently?
Responsible service of alcohol training video
Developed and hosted by the Office of Liquor and Gaming Regulation Queensland www.business.qld.gov.au
JUST ONE MORE
Behind the bar training video (Just one more)
Questions to think about……..
44 seconds
What signs of undue intoxication is the young lady displaying?
Would you have served her?
Would you have considered cutting her off before this point?
1.37 seconds
What are your responsibilities in this situation?
Who is liable to be penalised if an unduly intoxicated patron is served alcohol?
What else could result from serving liquor to an unduly intoxicated person?
In your venue, how does communication between floor and bar staff help identify unduly intoxicated patrons?
2.21 seconds
Would you have offered her a soda water at this point?
Why do you think the bar attendant gave her a soda and lime instead of water?
Was the refusal of service made clear?
What different ways would you refuse someone service in this sort of situation?
3.18 seconds
Was it made clear that she could remain on the premises until her transport was organised?
What are some other excuses you have heard and how have you dealt with them?
3.45 seconds
When ensuring the responsible service of alcohol and dealing with unduly intoxicated patrons, are your responsibilities different to the licensee's?
If you were the licensee or manager of this venue, is there any other direction you would give bar staff around refusing service to unduly intoxicated patrons?