Front of house · 4 minute read

Serving alcohol responsibly

This is general practice, not a certificate course and not legal advice. Your local law and your venue’s policy set the rules, and most places require a recognised certificate before anyone serves.

Serving alcohol carries legal duties for you and for the venue. Most places require staff to hold a responsible service of alcohol certificate before they serve. In Australia it is usually called RSA, and Canadian provinces run their own programs.

Local law and your venue's policy set the details, such as which ID is accepted. This lesson covers general practice only. Ask your manager what applies where you work.

Spotting intoxication

  • Speech: slurring, getting louder, repeating themselves or losing the thread
  • Balance: swaying, stumbling, bumping into furniture or spilling drinks
  • Behaviour: rude, aggressive or pestering other guests or staff
  • Other signs: glassy eyes, drowsiness or dozing at the table

Watch how a guest changes across the night, not just one moment. Keep a rough count of drinks where you can. Share what you notice with the bar and your manager.

Refusing service

Refuse early, in private, in a calm voice. Talk about the venue's rules, never about the person. Offer water, food or a soft drink, and help arrange a safe way home.

Say
“I'm not able to serve you any more alcohol tonight. Can I get you some water or something to eat?”
Avoid
“Mate, you've had way too much. You're cut off.”

Stay firm if they push back, and do not bargain over one more drink. Bring in your manager early. Never let a refused guest or a minor get alcohol through someone else.

Minors and ID

  1. 1Ask for ID from anyone who looks younger than your venue's checking age.
  2. 2Take the ID in your hand. Check the photo, date of birth and expiry.
  3. 3Look for damage, tampering or a photo that does not match the person.
  4. 4Accept only the types of ID your local law allows.
  5. 5If you are not satisfied, refuse politely. No valid ID means no alcohol.

Check yourself

A guest is slurring and unsteady and orders another wine. What is the best approach?

  1. Serve one last drink so they leave happy
  2. Tell them loudly so the whole table understands
  3. Pour a smaller glass as a compromise
  4. Refuse privately and calmly, and offer water or food
Show the answer

D. Refuse early, in private, and talk about the venue's rules. Offering water or food keeps it calm and helps the guest.

In the Academy this lesson ends with questions like this one, and every answer has to be right for the lesson to count.

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This guide is one lesson from the Academy: 4 starter courses and 19 lessons of a few minutes each, every one ending in a quick check, inside the same dashboard you take bookings in.

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