Bubble concept:
III. Server Training Waitstaff
Bubble concept: Thorough patrol of the establishment to provide a "safety net" for the operation. These operations must be able to be proven as continual and on-going.
I. Parking Lots Control Safety Starts and ends here.
1. Post Signage in parking lots that inform customers about hours of parking, entrance, parking lanes, and exit are posted. Develop a safe cab marking system to protect the car from being towed and ticketed if taking a cab.
2. Construction, should have signage, parking lanes, no entrance into the main street traffic flow. Signage is the best way to control the flow of vehicles as they are leaving your establishment. Side streets are safer exit points. The sign is posted if you feel you are in need of help in any way to your car it is available. Please ask the staff at the front door.
3. Lighting in the parking areas is to prevent the opportunity for unwanted crime. All parking lots should be well lighted to protect customers from unwanted possible dangers and posted video warning signs.
4. Security Patrols posted and checked off during the night and control of the crowds during the night when they are leaving the establishment. The type of car and condition can be and an indication of the customer's ability or intent when to be consuming alcohol if seen with open bottles and cans in the car.
5. Amount of Crime that occurs on or near your property should be known to you so you can anticipate the environmental risk to the customer. When is the time patrons will be
6. Post parking time allotted to park vehicles within the establishment. Limit the time allowed to park only to customers to prevent illegal activity after hours. People illegally drinking after hours on your premises, doing drugs, and being too friendly can create very dangerous for all people involved.
7. After hours control in the lots to prevent illegal activity. How many liquor stores are in the area and what is the effect on crime that these may have with unwanted people around their premises.
8. Security clearing the parking lot at night to prevent the possibility of any problems situations that may occur with large groups of people trying to exit your establishment.
9. Videos camera's can be used to stop and control unwanted incidents in the parking lots. People will not commit crimes if they think they are being video taped.
10. Their is a real danger of lack of premise understanding by employees and owners when it comes to probability and foreseeablity of dangers to the customers. They should not have employees send customers out in the parking lot to finish a fight that started inside the establishment. The probability and foreseeablity of danger is almost certain and you owe that person a greater duty of care.
11. Employees be looking for possible problem situations as the customer and emplyees enter and leave the serving environment.
12. Maintain a clear view in the parking lots, good lighting, and no hiding places are important to protect customers from hidden dangers.
13. Police drive by are encouraged to prevent illegal activity and dangers situations at all times. Police presence is a great deterrence.
I. Parking lots________________1__2__3__4__5__6__7__8__9__10
Good Lighting ______________________________________________
Parking sections___________________________________________
One way outlet and entrance_________________________________
No entrance onto the main highway only side street exits and entrances
Time limits to stay Posted _________________________________
Fenced in and secure area___________________________________
Customer aware of the risk in the area_________________________
Safe cab transportation available_____________________________
Safe cab transportation available_____________________________
Parking lot policy__________1__2__3__4__5__6__7__8__9__10
Security patrols___________________________________________
Escort service ___________________________________________
Late night removal of cars from lot___________________________
Police drive by____________________________________________
Policy calling procedure established for problems______________
No late night parties ____________________________________
Crime rate in area_______________________________________
POSTED. Signs_____________________________________________
lighting in lot.___________________________________________
Activity in Lots__________________________________________
Employees activity in lots_________________________________
Employees control of lots__________________________________
Problems in lots break-ins_____ underage and illegal drinking ___
assaults ________ security control at closing__________________
Staff escorts are available to patrons when needed______________
assaults ________ security control at closing__________________
Staff escorts are available to patrons when needed______________
II. Front door- Security is everyone business.
1. Always observed the front door entrance especially, late night entrance, get as much information as you can before allowing entrance. Take your time with younger patrons when checking identification at least 10 to 20 seconds, match the id head high across the head hit to the patron . Controlling the front door is one of the best way to rid the establishment of unwanted dangerous customers. Do not let the problems customers enter into your property. Control of the front door at all times by employee observations.
1. All servers/employees are greeting watching patrons entering and leaving the
premises..
premises..
2. Questioning all patrons before service to establish their intent state of well-being.
3. All hosts are aware of the house policy about refusing entrance to possibly
impaired individuals that are attempting to gain entrance.
impaired individuals that are attempting to gain entrance.
2. Video camera's are a good investment to show house policy and house procedures that are executed by the employees. Security staff have a responsibility to provide safe environment with controlled closing time exit policy for customers that are leaving late at night. Within the crowd there may be patron behavior problems that are hidden which will create problem situations.
3. Security must be trained to prevent problems on premises, 90% of all problems are stopped at the front door. Security people must be alert at the front door. Security people must not be distracted at the door by other friends, they must observe the premises to perverse a safe and controlled environment. You must have the equal controls at each door.
4. Only trained personnel on the door checking I.D.'s and refusing entrance to visible intoxicated people. In smaller towns may have the year books of the last three to four years behind the bar. Have a refusal of entry form at the front door. This form can be just a small hand held note book. It is important to show in a assault lawsuit that your policy and procedure are it tact. This documentation will show that you do not allow intoxicated people to enter into your environment to cause unwanted dangers for innocent customers that have legally invited onto their safe premises. People that are refused
entrance, particular minors who's intent is to consume alcoholic beverages and visibly intoxicated people, people not dressed properly , and unwanted aggressive behavior.
5. Police calling training and employee/manager access training knowledge on how to call the police and when they should be called. What information do the police need to correctly respond to possible dangerous situations.
Number of customers involved.
Number of injuries.
Are weapons involved.
Do you need medical care.
Keep on the line if they want to talk to you.
Give your name.
6. Refusing entrance AIP, problem customers, dangerous promotions, Limo's, Buses, special events, 90% of problems are stopped at the front door by security.
7. Bright lighting in entrance area's is excellent at crime prevention. Great for being able to checking I.D's and preventing possible violence.
8. Entrances and Exits marked and controlled. Have more then one exit available for problem situations. Never put two problem customers out at the same time. Put one customer
9. Host and servers question all patrons at the entrance if possible on the purpose of entrance into your premises. How can we help you. You need as much information from the customer to make prevention interventions.
10.Host server communication of customer's possible problems are the best prevention house policy any establishment can have along with an quick response time by the server to the problem.
I.Monitor Your Door 1__2__3__4__5__6__7__8__9__10
1. Assign a staff member trained in responsible
service practices at all time. _________________
2. Check for age and fraudulent identification.____________
3. Deny entry to intoxicated people. ____________
4. Post a sign indicating that management
reserves the right to deny to intoxicated
and/or underage persons. ____________
5. Count the number of customers on premises
to prevent overcrowding and exceeding the
legal capacity. ___________
6. Provide for a proper customer-staff ratio. ___________
7. Allow free access to police. ___________
What are secuity people saying to customers?
Are security talking to customers as they enter?
Do they thank customer for handing over identifcation?
Do they check the expiration date?
Do they get imformation from customers?
Monitoring the Front Door 1__2__3__4__5__6__7__8__9__10
State ID Policy Posted____\________________________________
Ever person serving alcohol knows the state ID checking laws test _____________________________________________
Well written signs_________________________________________
Give rewards for false I.D.'s______________________________
Well Light areas___________________________________________
Flashlights_________________________________________________
Log books for possible minor people to Sign into to gain entrance______________________________________________
Log Form to refuse entrance_________________________________
Police call Forms__________________________________________
Cab Numbers Posted_________________________________________
Police Policy on handling I.D.'s false identification______
Intoxication of customers__________________________________
Barring fighters___________________________________________
Dress codes________________________________________________
Refusing service to AIP____________________________________
Get customers friends to help_______________________________
Encourage police visits____________________________________
Always calling cabs for AIP________________________________
Security Policy______________1__2__3__4__5__6__7__8__9__10
Medical Treatment first aid (Phone)________________________
Emergency policy for (numbers)
Bomb treats___________________________________________________
Riots and fights___________________________________________
Bottleneck areas controlled________________________________
Fire________________________________________________________FLood_______________________________________________________
Hurricane___________________________________________________
Tornado_____________________________________________________
Earthquake__________________________________________________
Power Outages_____________________________________________________
III. Server Training Waitstaff
AND BARTENDERS
"There Is No Person More Important Than The Server, Because She/He makes the Determination to Sell or Not to Sell Alcohol." The seller may not be indifferent to a patron who drinks to excess or waits until trouble starts or the patron collapses physically before determining that a sale is illegal. How much did you serve the person?
1. Establish the customer's intent of service though employee communication with the customer. Get him to talk with you. You must get as must information from the customer to make legal sales. Look into your customers eyes to see how impaired they are. Eyes are a tale sign of hard core high risk alcohol consumers.
a. Maintain a professional atmosphere for customers.
b. Train staff to observe customers to control possible troublesome situations.
c. Judgment: poor judgment, fast consumption rate.
d. Coordination: customers spilling drinks.
e. Women tend to reach higher BAC more quickly.
f. Serving alcohol to an obviously intoxicated person.
g. Rate of drinking, mood, and drugs.
2. Employees must know when to take the drink order then check I.D.'s, The server by allowing the customer to order has established the customers intent upon entry. Establish the younger patron's intent when entering. Let the younger patrons order to see if they are going to attempt to purchase alcohol. If alcohol was ordered check the identification. Watch the back alcohol service areas
for possible minors being given alcohol by adults or friends create the need for management, and security floaters to patrol back areas of service. The procedure of checking I.D.'s of all people in a group when only one person is ordering drinks for the group. Look for any customers that are stacking cups to be possibly more intoxicated and potentially greater problems.
3. The employees must know how to check I..D.'s. The server must get the I.D. out of the customer hands and handed freely to them. The server should use flashlights to look for altered numbers at the date of birth and expiration date.
4. Non-interventional suggestions of responsible serving policy though intermittent interventions of food and non-alcoholic beverages by servers will reduce dangers of over customer consumption. The servers ability to provide alternatives to alcohol in drinks, food, or activity will reduce the likelihood of creating a more aggressive serving situation.
a. Advertise non-alcoholic beverages especially late at night with late night happy hours on non-alcoholic drinks.
b. Have snack foods available and put out all the time etc, popcorn, potato chips. Servers by availability can change high risk consumption behaviors and reduce possible dangerous situations.
c. Promote the attitude of patron care, servers must understand that customers need help when they are not aware of the danger they are facing. Helping impaired customers is a duty owed that was created by the profit made from entering into your establishment for a safe and secure premises.
5. The server/manager/floormen relationship needs to be one of helping each other solving customer service problems.
The quicker the response time by the establishment the less likely that a dangerous situation will develop.
Develop a program where younger servers are getting help from older servers.
The younger servers are more at risk because of their lack of experience and the fact that a large number of their friends and themselves are knowingly breaking the law regarding.
These younger servers must be careful especially when younger friends want illegal service. Underage drinkers and alcohol providers are in every dangerous serving situations because any person over the age of 18 will prosecuted as underage adults. Knowingly serving underage friend is
reckless, wanton, careless service which will eliminate any possibility of defense.
a. Older employees must share information about regular customers with younger servers to prevent possible problem situations. Young servers must not be afraid to refuse service to the regulars if they are impaired. Older employees must treat all customers the same way not falling into the trap of over
service to regulars.
b. Signs that your headed for trouble with a customer.
a. Listen to the tone of the customers.
b. What is the intoxicated customer language is like. If the customer can't swear they can't fight.
c. What are the customers Physical movements like.
d. Are the customer's backing up drinks.
e. Have the customer had more than 5 drinks.
f. I'm not driving as a excuse to over consumption.
g. No food consumed and high risk drinking.
h. The age of the group of people that are involved.
i. Is the customers having difficulty ordering?
Is it a special occasion and do they tell that?
What is that groups intention for the evening. Speed of drinking at the table
Slurring his words.
Loud and rude tone of speech
Gesturing wildly
Spilling drinks
Falling asleep
Going to the bathroom a lot
Talking about drinking how much they have had to drink that day.
Eyes are blood shot.
Sweating a lot do they look hot.
c. ANY ONE CUSTOMER HAVING 5 DRINKS AT A SETTING IS 3
TIMES MORE LIKELY TO DIE.
1. What is the proof of the alcohol in the drink that are drinking. The higher the proof the greater the risk.
2. How large a person are they? Larger people can usually consume more alcohol. Women vs men. Women not have a high amount of enzymes to break down alcohol. Women account for 16% of the risk where men account for 84% of the DWI's.
3. How much alcohol is in the drink? Long island tea Martini Multiple drink combinations. How much alcohol does it take to kill the person.
How much alcohol does it take to impair the person. The amount of alcohol consumed creates the amount of risk that you are look at.
The more alcohol the more THE LONGER THE RESPONSE TIME THE GREATER THE LIABILITY. Listen to what other customers might be saying.
d. The manager must make sure that younger server are able to have open communicate systems about problem situation to managers or security personal.
Younger servers must understand the dangerous problems that occur on premise are, "part of the business" and must be bought to the security or managers attentions to be address or solved.
Owners liability are reduced by educated server response.
Young servers must not be intimidated by older employees and managers when making interventions. Managers must back servers of alcohol when intervening and refusing alcohol service to possible intoxicated patrons.
If younger servers are afraid of you will they not make these intervention or just let them continue. Younger employees maybe a greater risk because of the illegality of their own drinking and lack of understanding of the legal responsibility of serving alcohol.
e. Younger servers must understand their importance in the preventing of problems, Serving drinks is not the only part of the job description. Some younger servers do not understand what their criminal and civil legal liability serving alcohol. Some younger servers will think the only job description that they have is to serve alcohol and not care about the possible dangers to the customers.
This attitude is every dangerous to the servers, owners, and public. Younger servers do understand the dangers involved in high volume and high risk sales.
f. Server must not allow heavy drinkers to control the drinking intent in group situations. Look for any customers that are stacking cups to be possibly more intoxicated and potentially greater problems.
Controlling atmosphere at high risk celebrations through employee observation and documentation of policy.
Bartenders do not over pour for regulars. Have servers ask others in the group (smaller people) if they want to drink the alcohol at the same rates as the other drinkers in this group. Patron Care means caring for your customers welfare before, during, and after service. All employees must understand that servers have a legal duty to observe the customer.
Servers must take the care of customers that are impaired to protect and help them when they can foresee possible future dangerous situations created by at risky behavior of the customer.
They may have a duty to warn which may create some legal liability. Servers promote " Late night non-alcoholic drinks" happy hours from 12:00 P.M. to 1:00 A.M. . Late night sales are the most dangerous because of the customers are tried and can not react as quickly they normally do.
Late night promotions of alcohol are not only risky they are stupid.
Server must learn how to slow alcohol service with intermittent service of non-alcoholic drinks and food with multiple drinks and shots on the rocks.
Servers must deliver glasses of water with high proof alcohol shots and multiple mixed alcohol drinks.
g. Servers must not be afraid to ask for help. Owners and managers must breakdown the communication barriers to maintain safe service. Severs must have good verbal skills.
6. Bartenders must have good communication skills with the servers (linemen) of alcoholic beverages to act be the quarterbacks during the time of service. The bartenders (quarterback) are directing the field of service for the server's (linemen) communication of problem situations that occurs. The owners/ managers (the coaches) are in control of this field of play (establishment) and the plays or (responses) are directed (coached) by them. The server's (linesmen) ability to responded correctly
directly responds to his ability to react as well as he was trained (coached). Owners/managers (coaches) are asking the servers (linemen), bartenders (quarterbacks), and customers (spectators) how the service (plays) are doing. Managers/owners (coaches) are important offer in providing solutions in high risk situations such as free food to impaired customers and/or free transportation.
7. Make sure your House Policy Position is made available to our customers. Don't have a VIP set of rules for some customers and another for the other customers. Regulars should receive the same treatment. Regulars: When to call the police. If someone refuses your intervention help and you feel it is a legal risk, you may be faced with legal vs. moral responsibility. If you allow a regular customer who is visibly intoxicated to enter into our establishment you create a danger to other customers that are legally entitled to enter into a safe and maintained premises. Some regulars may be high risk drinkers, 1/2% to 1% of your gross sales may represent 50% your known risks. If you can't solve the problem turn it over to a professional that is better able to handle this dangerous situation.
Actively Market food
1. Provide a range of food menu's
2. Offer reduces prices during late afternoon/evening
3. Have low cost food available, at all time
4. Provide incentives for food sale.
Prevention Training
Programs______________________1__2__3__4__5__6__7__8__9__10
Length of training programs
Servers____________________________________________________
Managers___________________________________________________
Security___________________________________________________
Police_____________________________________________________
National Standards________________________________________
House policy in writing___________________________________
G. Alternative Beverages
Promotions_____________________1__2__3__4__5__6__7__8__9__10
Late night non alcoholic
promotions__________________________________________________
Alcohol free glassware______________________________________
Strong drinks given water___________________________________
Servers are educated to
promote non alcoholic sales_________________________________
Let Customers know about nonalcoholic
drink specials_____________________________________________
No pitchers of beer________________________________________
Serve food with alcohol_____________________________________
Promote non-alcoholic
table tents________________________________________________
Monitoring
Drinking by Patrons____________1__2__3__4__5__6__7__8__9__10
All bartenders use must use
shot glasses
All drinks are measured_____________________________________
Intoxication Charts_________________________________________
Standard of care ratio
Five drinks per 2 hour______________________________________
Servers keep a log on
intoxication of customers___________________________________
Servers refuse alcohol to
intoxicated customers_______________________________________
Employees legal liabilities_________________________________
Encourage guest pacing______________________________________
Short response time_________________________________________
Age of clientele_____________________________________________
IV. INTERVENTIONS
1. The floormen attitude towards the customer and his verbal ability to communicate (verbal skills) solutions to problems though directive language.
Floormen skills should includes
a. Kindness and understanding
b. Being polite at the point of intervention
c. Explain what is expected behavior of the customer behavior and solution to the problem.
d. Security people are peace peacemakers and traffic directors with good verbal skills.
2. Floormen/managers/owners/servers must be friendly and non-threatening when it comes time to intervene. The security personnel will set the stage for the interventions.
3. Trained security people will verbally redirect the interventions away from the any point of intrusion by use of isolation from other people. In the establishment's isolation area where a safe location is
where the security people are better able to communicate and solve problems away from possible dangerous interference by unwanted influences.
HANDLING PROBLEM SITUATIONS
a. Speak in a low tone and confident manner, people like being treated quietly and politely.
b. "I'll lose my job if I serve you another drink".
c. Refusing service is," helping someone who is in need of help," but is not aware of the danger faced due to the impaired condition from alcohol consumption.
d. "I'm sorry but we cannot serve you another alcoholic beverage, would you like to have soda or coffee"?
4. Be alert for possible weapons that could be used by people in the intervention that create a greater danger for all people that are involved. Never underestimate the seriousness of the intervention or what could possibility happen with possible intoxicated people.
5. What legal rights do security personnel have when you have to make dangerous interventions. Call the police, police are better trained and more able to safely implement controlled solutions with less risk to the employees and customers. When the establishment can solve a problem beyond your control turn it over to the police. Document all dangerous interventions and code police calls as to problem, prevention, and community response. Most police calls are preventions calls to protect the community from problem situations.
6. All servers must listen to the customers language of the environment to protect other customers and employees. Whenever you hear about the treat of violence," check it out". When ever you are put on notice you must respond. Security people must have the ability to anticipate problem situations though employees and customer observation of crowd behavior and problem locations.
7. Call the police, dangerous situations should be rank ordered options for security personnel. Remember that what you do will be compared to other establishments and standards will be developed.
8. Do the security people have a beeper/walkie-talkie/ or red light system to access quick team efforts? Security people must divide and conquer problem situations. All employees should pick up empty glasses and beer bottles.
9. Never have the servers say, "Get the bouncers" or "Wait till the manager gets here," to the customers. This statement will cause fear and a more dangerous interventions for all people that are involved.
10. NOTE: Never talk to anyone about a potential loss (lawsuit) situation that has occurred in the establishment. The person who has to be sued is usually
the server to create liability.
MANAGERS
1. The training must be continuous and on going. Document all meeting with different groups of employees to encourage customer safety and protection.
Defendable actions by the establishment are:
1. Encourage persons not to become intoxicated if the they consume.
2. Promote non-alcoholic beverages and food.
3. Promote safe transportation alternatives.
4. Prohibit employees and agents of alcohol serving establishments from consuming
alcoholic beverages while acting in the capacity of an employee or agent.
5. Establish promotions and marketing efforts
6. Implement comprehensive training procedures.
7. Maintain adequate trained number of employees on staff.
8. Written policy and procedures handbook. Make up a handbook.
9. Establish a standardized method for hiring qualified employees.
2. Maintain duty sheets for employees to have total staff involvement for policing the establishment. Employee attitude of its not my job can be every dangerous.
3. Mc Donaldizing of the establishment means setting standards that employees must follow to produce the desired environmental response though quality service control.
4. Managers do not underestimate the server problems and respond immediately.
1. Point of control is the point of observation by the server.
2. Employee's observations of total premises must be continual and ongoing.
3. All lawsuits are created by the servers of alcohol at the point of sale.
4. Managers need information from servers to make reasonable decisions on problem
situations to make safer solutions available.
5. Don't wait until you have gotten your tip, respond before the problem occurs.
5. Minors receiving alcohol on your property. Nothing in this chapter 340A.801 sub 6. precludes common law tort claims against any person 21 years old or older who knowingly provides or furnishes alcoholic beverages to a person under the age of 21. A social host who
provides alcohol to a minor may now be found liable under common law tort theories for damages resulting from acts of the minor and also charged with a gross misdemeanor.
6. What is considered intoxicated behavior?
When any person from use of intoxicating liquors has affected his reason or faculties, or has rendered himself incoherent of speech, or has caused himself to lose control of the actions or motions of his person or body, such person in contemplation of law is intoxicated". A distinction must be made between the term "under the influence of intoxicating liquor" and the term "obviously intoxicated", as applied to illegal sale of intoxicating liquor giving rise to cause of action against seller for damages caused by intoxicated person, in that seller must determine from what he observes whether the buyer has reached a state of intoxication at which it would illegal to sell him more alcohol. In order to establish "illegal sale of intoxicating liquor" to a person "obviously intoxicated" it is essential to prove that person to whom the sale was made had reached such a state of intoxication that the seller saw or, by exercise of his reasonable powers of observation, should have seen that the buyer was intoxicated. Listen to your employees.
7. Management should have uniforms on all security personnel to identify employees and reduce the risk of dangerous interventions.
8. Open hand gestures and 2 feet spacing are a must to reduce the likelihood of aggressive interventions. Closed space interventions only create every dangerous high risk situations for managers, customers, and security personnel.
9. Management Programs help customers to enjoy themselves safely and responsibly.
a. Suggestive Selling
1. Alternative beverages.
2. Food.
3. Designated Driver programs may create a very dangerous atmosphere with mixed messages toward consumption where people will drink at greater risk because documented (actions taken) of the illusion that they are not driving its ok to over consume.
b. Controlling the entrances and the possibility of influenced people entering the premises. Screen people entering the premises, ushers and police should not permit an apparently intoxicated person or influenced (drugs) person entrance. Greet and thank the patrons.
c. Signage regarding acceptable I.D.'s will assist in eliminating problems and negative feedback from people waiting in lines for alcohol service. Post telephone numbers of cab companies and services offered for impaired patrons. "If you need help, ask us". Have a telephone number for employees to call in case of a possible claim and have the incident to prevent future occurrences. (owners/managers)
10. Know what to accept for legal identification and understand the Proof of Age Statute in Minnesota
Have the establishment produce, "coming of age", and ,"We Card (I.D.'s)," buttons. The establishment buttons are visible so customers will have I.D.'s ready when
ordering alcoholic beverages at the point of service. Do your math on the I.D.'s checking the month and date of birth. Have a calendar posted with the proper date that makes a person 21 years old on that day. People that have questionable identification. Have a house incident age identification book to record the time, date, age, and I.D. used by younger people that are attempting to procure alcoholic beverages.
11. Police Interventions
a. Ask the police department about their policy regarding witnessing younger people receiving beer in their presence, how to handle the situation, and if you can have these people arrested.
b. Methods of dealing with impaired people, police and policy procedures to follow to eliminate and reduce risks. Abuses in the suites, possible uncontrolled consumption.
12. Identify and list inhouse risk assessment forms with high risk and low risk customer behavior and high risk and low risk business operation factors.
Risk Assessments
a. In-house spotting.
b. How to control alcohol promotions (all you can
legally serve).
c. High risk areas.
d. Policy adherence.
e. Liability of late night sales and after hours.
f. Employee drinking on duty.
g. Overpouring of alcohol by employees.
Good Policy _______________1__2__3__4__5__6__7__8__9__10
No alcohol allowed while working_____________________________
No after work drinks________________________________________
No free drinks to employees_________________________________
No birthday drinks-_________________________________________
No over serving regulars____________________________________
No beating up customers_____________________________________
Probation policy new employee_______________________________
Document police enforcements________________________________
Tip guarantee policy for servers____________________________
Dancing_____________________________________________________
Excellent Food______________________________________________
High price liquor___________________________________________
Weekly meeting______________________________________________
Biweekly Newspaper__________________________________________
Physical appearance_________________________________________
Higher food then liquor sales_______________________________
IV. Notebook for floormen Evidence of responsible business practices is needed to determine whether a defendant who did not have actual knowledge should have known of the person's intoxication or age.
1. Floormen use notebooks to document situations nightly. Don't overreact to problem situations. Employees must control their reaction after a problem situation has been identified. The greater part of loss control is once you have solved a problem don't start another one. Treat customers with kindness. Some liquor liability claims are not covered under dram shop for an overzealous security person.
2. Midnight control, document refusal of service minor arrests to show control of the premises. Younger people on the lanes when an adult is drinking must be controlled and patrolled.
3. Trained security personnel will seek out any disinterested witnesses who saw the incident happen the way you had seen it occur.
4. People refusing cabs and witnesses. Document the use of alternative transportation or non-use when offered.
5. People that have questionable identification.
6. Any physical injuries occurring on or off the premises.
7People refused entry. Have strict policy on false I.D.'s. People refused service, document the refusal of service.
8. Obtain written statements from the police on how to handle:
a. assaults.
b. false I.D.'s.
c. intoxicated customers.
d. trespassing.
e. weapons.
f. domestics.
9. Citizen arrest by an employee. Citizen arrest form from the police department.
10. Things that affect alcohol service interventions
Implement policies everyday and log it.
1. Reporting the facts
2. Getting the facts
3. Approaching intoxicated patrons
4. Protecting patrons
5. Handling disturbances
11. Develop a note pad and format for incident reports
1. time
2. date
3. description
4. male
5. female
6. color of hair
7. glasses
8. nationality
9. incident report
10. witness signature
V. DEPARTURE FROM ESTABLISHMENTS
1. Security policy of escorting people from the premises that are worried about being bothered by unwanted advances or uncivil people.
2. Signage in lots are to prevent people from illegally becoming impaired and more of a risk to themselves and other customers in the lot after serving hours. A lot of illegal customer activity occur after 1:00 A.M. in parking lots. Security patrols will reduce the probability and possibly of future crime problems in the parking environments by controlling the opportunity of them to occurring. Problems to be eliminated in are parking lots are extended liability issues for owners.
a. Fights
b. Drug use
c. Sexual Assault
d. Illegal drinking in the lot.
e. Car exits problems can be a problem, control lot
f.
f.
3. Incident Reports must be written when problems occur and they usually occur in the evening at closing time.
1. Customer's Slip and Falls Alcohol vs. Non-alcohol related slips.
2. Refusing Alcohol Service to impaired people or groups.
3. Getting a cab for a person that is impaired.
4. Getting a hotel room for an impaired person.
5. Domestic disagreements and interventions.
6. Police interventions calls and reasons, officers name and number.
7. Employee statements on incident reports.
8. Disinterested witness that saw the situation the way that you saw things.
4. What is intoxicated behavior?
When any person from use of intoxicating liquors has affected his reason or faculties, or has rendered himself incoherent of speech, or has caused himself to lose control of the actions or motions of his person or body, such person in contemplation of law is "intoxicated". Listen to other customers about other customer behavior. In order to establish "illegal sale of intoxicating liquor" to a person "obviously intoxicated" it is essential to prove that person to whom the sale was made had reached such a state of intoxication that the seller saw or, by exercise of his reasonable powers of observation, should have seen that the buyer was intoxicated. You can't ignore problems that increase risks to your customers but you can limit, control and reduce the factors that may create them. Respond to a customer's concern that you may be overserving a certain customer. Response time is very important. After 5 drinks most customer's risks are increasing.
5. How to write incident reports
5. How to write incident reports
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