What are the four tips on refusing service to an intoxicated customer?
Do be polite and avoid value judgements. Use tact – politely inform the patron you will not serve them any more alcohol. Do point to posters/signs behind the liquor service point to reinforce your decision. Do explain the reason for refusal of service (e.g. showing signs of being unduly intoxicated).
Encourage patrons to stop drinking or consume non-alcoholic drinks before they reach the point of undue intoxication. Lower the entertainment noise level to allow patrons to talk; this slows down drinking. Have bar staff assess patrons each time they are served.
- Stay calm.
- Don't argue with the intoxicated guest.
- Don't embarrass the guest, especially in front of other people.
- Invite the problem guest to an area away from other guests, where you can talk.
- Deal with the situation in a calm, friendly way. ...
- Listen and empathize with your guest.
Below are several legitimate reasons to refuse service to a patron: Underage individuals. Those who have over-consumed are showing symptoms of intoxication. Excessively rowdy or unruly customers.
Don'ts of service refusal
Don't call your patron a 'drunk' - warn them politely that their behaviour is unacceptable. Don't be persuaded to give them 'one last drink' after you have stated that they have had enough.
- Do your best to deal with each situation without putting yourself at risk.
- Act politely.
- Always stay calm.
- Don't argue with the intoxicated guest.
- Don't embarrass the guest, especially in front of other people.
- Deal with the situation in a calm, friendly way.
3.3 Identify customers to whom sale or service must be refused according to state and territory legislation, including minors, those purchasing on behalf of minors, intoxicated persons, and persons affected by the consumption of illicit and other drugs.
-Serve no one to the point of intoxication; refuse entry to and remove intoxicated people. -Ensure an intoxicated patron has a safe ride home.
- use the person's name (if known)
- speak clearly and ask simple questions.
- be firm but non-threatening.
- talk slowly and gently.
- adjust your pace to theirs.
- keep eye contact (where culturally appropriate)
- keep instructions brief and clear.
- avoid information overload but repeat when necessary.
- Stall the customer from ordering more alcohol. Serve him food instead of drinks, give him plenty of water, or give him free non-alcoholic drinks.
- Stop him/her from causing problems. ...
- Make sure the customer leaves your bar safely.
Which 4 steps should staff follow to determine if a person is drunk?
These four categories are SPEECH, BALANCE, COORDINATION, and BEHAVIOUR. These categories are neither exhaustive nor conclusive, in and of themselves, but combined may provide a reasonable indication that a person may be intoxicated.
Why is it important to offer to your guests a reason for your actions? Guests deserve the right to counter-argue with you. Guests are more likely to cooperate if they understand why you are doing something. You want to avoid blame for the decision at all costs.

Should a customer violate those rules or pose a threat to the well-being of others, politely explain why you won't serve them, and ask them to leave. If they refuse, report the incident to law enforcement and let them handle it.
Unless it's a service dog protected under the Americans with Disabilities Act, you can refuse service legally. A customer threatens or verbally abuses you, your employee or other customers. You can ask them to leave.
The right to refuse service means that a business has the authority to turn away a customer. Under federal law, a business has a legal right to decline to provide their goods or services to a customer.
Spilling drinks, inability to find one's mouth with a glass, drowsiness and difficulty opening and closing doors.
- Avoid confrontation. ...
- Treat the guest with respect. ...
- Do not argue, but don't back down either. ...
- Calmly state the reason why you can no longer serve them alcoholic drinks. ...
- Do not be rude or act superior. ...
- Listen and acknowledge the guest's frustration. ...
- Monitor the guest who has been refused service.
In making any decision to refuse entry, remove a person or to refuse to serve a person, licensees should adopt a conciliatory approach. For example, the person concerned should be informed of the reason(s) why they are being refused service and for how long.
- Clearly explain the reason for the refusal.
- Use props such as information posters to back up your refusal.
- Explain the law and what it could mean to you if you continue to serve them.