Refusing Service and Intervention Flashcards

What is a 'third-party intervention' in the context of Smart Serve?

Answer: Involving a friend, family member, or colleague to help manage an intoxicated patron safely

Third-party intervention means enlisting someone close to the intoxicated patron — such as a friend — to help ensure they get home safely.

What should a server do if they witness a visibly intoxicated patron being served at another station in the same venue?

Answer: Alert their manager or the serving staff member about the patron's condition

Servers have a shared duty of care; alerting management or the relevant staff member ensures the establishment acts as a cohesive team to prevent over-service.

A patron wants to drive home after being cut off. What should the server do?

Answer: Strongly advise against driving and offer to arrange a safe ride such as a taxi or designated driver

Servers have a duty of care to prevent intoxicated patrons from driving; offering safe transportation alternatives is a key part of responsible service.

Which of the following is NOT an appropriate alternative to offer an intoxicated patron?

Answer: A low-alcohol beer

Offering a low-alcohol beer still provides alcohol to a patron who has already been refused service, which is not an appropriate alternative.

How should a server phrase a refusal to minimize conflict?

Answer: 'I'm not able to serve you any more alcohol tonight, but let me get you some water.'

Using first-person language that is calm and non-accusatory reduces the chance of escalation while clearly communicating the refusal.

What is the importance of involving management when refusing service to a patron?

Answer: Management provides backup support, reinforces the decision, and helps handle escalation

Involving management ensures the server has support, the refusal decision is backed by authority, and the establishment can appropriately manage any escalation.