Smart Serve Ontario Refusing Service 2 — Questions and Answers
Question 1: How should a server refuse service to a patron who appears to be under 19 and has no valid ID?
- Serve them if they look close to 19
- Politely explain that valid government-issued photo ID is required by law, and without it, they cannot be served alcohol (Correct answer)
- Ask other patrons to vouch for their age
- Serve them beer but not spirits
Correct answer: Politely explain that valid government-issued photo ID is required by law, and without it, they cannot be served alcohol
The server must politely but firmly explain the legal requirement for valid ID and refuse service. No exceptions can be made regardless of the person's stated age or the assurances of companions.
Question 2: What should a server do if a patron becomes hostile after being refused service?
- Back down and serve them to defuse the situation
- Maintain the refusal, ensure personal safety by stepping back, and involve management or security immediately (Correct answer)
- Match their hostility to establish dominance
- Ignore them and walk away without alerting anyone
Correct answer: Maintain the refusal, ensure personal safety by stepping back, and involve management or security immediately
The refusal decision should never be reversed due to hostility. The server should prioritize personal safety, step back to maintain distance, and immediately involve management or security for support.
Question 3: Can a licensee be penalized if their server fails to refuse service to an intoxicated patron?
- No, only the server is responsible
- Yes, both the server and the licensee can face penalties including fines and licence sanctions (Correct answer)
- Only if the patron causes an accident
- Only on the second offence
Correct answer: Yes, both the server and the licensee can face penalties including fines and licence sanctions
Both the individual server and the licensee (establishment) can face penalties for failing to refuse service to an intoxicated patron. This shared liability underscores the importance of establishment-wide responsible service culture.
Question 4: What is the proper approach when a patron who was previously refused service at another establishment tries to order at yours?
- Serve them since they are in a different establishment now
- Assess their current condition independently — if they show signs of intoxication, refuse service regardless of where they were previously (Correct answer)
- Contact the other establishment for details
- Serve them only non-alcoholic drinks
Correct answer: Assess their current condition independently — if they show signs of intoxication, refuse service regardless of where they were previously
Each establishment must independently assess a patron's condition. If the patron shows signs of intoxication upon arrival, service must be refused regardless of where or how the intoxication occurred.
Question 5: What alternative options should a server offer when refusing further alcohol service?
- Nothing — just refuse and move on
- Non-alcoholic beverages, water, food items, coffee or tea, and assistance with transportation (Correct answer)
- Only water
- A discount on their next visit
Correct answer: Non-alcoholic beverages, water, food items, coffee or tea, and assistance with transportation
Offering attractive alternatives demonstrates care and helps soften the refusal. Water, food, coffee, mocktails, and transportation assistance show that the establishment is looking after the patron's wellbeing.
Question 6: What should a server do if they are pressured by management to continue serving an obviously intoxicated patron?
- Follow management's instructions since they are in charge
- Maintain the refusal, as the legal obligation to refuse service to intoxicated patrons overrides management direction, and document the incident (Correct answer)
- Serve the patron but note it in writing
- Quit immediately
Correct answer: Maintain the refusal, as the legal obligation to refuse service to intoxicated patrons overrides management direction, and document the incident
The legal obligation to refuse service to intoxicated patrons is absolute and overrides any management instruction. The server should maintain the refusal, document the management pressure, and report it to the AGCO if necessary.
Smart Serve Ontario Refusing Service 2
How should a server refuse service to a patron who appears to be under 19 and has no valid ID?