| Guests are the lifeblood of any food and | | | | disruptive physical behaviour) begin to manifest, |
| beverage business. Understanding this, food and | | | | special attention will need to be given and |
| beverage businesses make it a point to | | | | intervention considered. |
| emphasize quality guest service. There are | | | | If a guest becomes intoxicated and becomes |
| situations, however, when a guest may become | | | | potentially disruptive, a restaurant manager should |
| unruly or otherwise disruptive. This can especially | | | | be consulted. In these situations, it may be |
| be the case for food and beverage operations | | | | necessary to refuse a guest continue alcohol |
| that serve alcohol. Dealing with intoxicated guests | | | | related service or overall service. This is a delicate |
| quickly and effectively is important in order to | | | | situation that should be approached with care by |
| maintain a pleasant environment for other guests. | | | | a restaurant manager. The idea is to contain the |
| How to deal with intoxicated guests should be | | | | situation and not have it escalate to a point where |
| outlined in the restaurant SOP of every food and | | | | it disrupts the environment and other guests. |
| beverage business. In addition to detailed | | | | Once a course of action is decided, staff should |
| procedures on handling problem guests, a | | | | remain respectful yet firm in removing a guest. |
| restaurant manager should insure that personnel | | | | Especially in case of intoxication, staff should |
| are properly trained in those procedures. A | | | | attempt to assist the guest in obtaining alternative |
| restaurant training guide will help a restaurant | | | | transportation if the guest is trying to drive |
| manager in accessing problem areas and providing | | | | themselves. If nothing else, always remember |
| training guidelines. | | | | that a food and beverage business continues to |
| In dealing with intoxicated guests, the key is | | | | bear a degree of legal responsibility for a guests |
| preparation and awareness. Preparation comes in | | | | actions in the case of over service (i.e. the guest |
| the form of training, as we have mentioned, that | | | | becomes visibly intoxicated). As such, it is in the |
| will allow staff to have the necessary knowledge | | | | best interest of the business to ensure that an |
| and skills to deal with any problem that arises. | | | | intoxicated guest gets home safely. |
| Awareness involves staff being able to recognize | | | | In short, dealing with intoxicated guests does not |
| signs of trouble and effectively reacting to those | | | | necessarily have to be a tremendous trial for |
| signs prior to the situation escalating. If staff is on | | | | food and beverage staff. With properly outlined |
| their toes, dealing with intoxicated guests can be | | | | procedures in place, staff will have the confidence |
| a fairly smooth task. | | | | and knowledge to effectively deal with guests |
| For those food and beverage businesses that | | | | who become intoxicated. More importantly, they |
| serve alcohol, it is imperative that a restaurant | | | | will be able to identify potential problems and |
| manager and staff remain vigilant at all times. As | | | | alleviate them before they escalate. For more |
| staff move about the floor, they should be | | | | information on how to deal with intoxicated |
| attentive of guest's speech and movement. If | | | | guests, don't hesitate to review our restaurant |
| signs of intoxication (slurred communication, | | | | SOP and restaurant training guide. |