Glossary Term Explanation Alcohol Liquor containing the intoxicating ingredient called ‘ethyl alcohol’ – alcohol includes beer, spirits, wines, fortified wines, liqueurs DOB Date of birth Double shot 2 ozs of spirits, or 60 mls Drink spiking Adding a drug/substance to someone’s with the intention of adversely impacting them/causing them to lose concentration or consciousness Drunk Extremely intoxicated Exclusion order An order issued by liquor authorities or police banning the person from entered nominated licensed premises Goldschläger cinnamon schnapps Grace period Time allowed by licensing authority after the time the liquor licences ceases to have effect: it enables customers to remain on the premises and consume liquor they have already bought but no liquor can be sold or disposed of during this period. Grace period is often 15 – 30 minutes Half-nip of spirits ½ oz, or 15 mls Happy Hour A period of time on nominated days when alcoholic drinks are made available at cheaper prices House recipe A drink recipe prepared by the venue identifying the type and volume of ingredients for a drink together with information on how to make and serve the beverage ID Identification Intoxicated Affected by alcohol but not to a severe state
Being assertive as opposed to being aggressive – which involves plenty of eye contact, standing erect, use of open gestures and a firm voice, plenty of confidence and self-assuredness. Diplomacy When explaining reasons why there are restrictions on liquor service to patrons you should always strive to do so in a diplomatic manner. Being diplomatic means being alert to the need to talk to the person in a sensitive way so the conversation demonstrated respect for them does not cause them embarrassment or ‘loss of face’. It relates to not what you say, but how you say it. Techniques to demonstrate diplomacy in these situations include: Using a suitable tone and volume – never ‘lecture’ the customer, and never raise your voice or shout at them Trying to talk to them on their own – and not in front of other customers, their peers or friends: people who are spoken to ‘on their own’ are more likely to: Pay attention to what you have to say Argue less with what you are saying – when people are ‘confronted’ in front of friends they are much more likely to argue with you and take issue with what you have to say Want to prove they are right and you are wrong. Advising the customer many people make the same mistake you are discussing with them – they are not on their own, and this sort of thing happens all the time. There is nothing for them to be worried or embarrassed about Thanking them for their time and understanding Offering another (non-alcoholic) product (where appropriate and legal) so they can remain on the premises and continue to enjoy themselves and still spend money.
Where a patron places an order for a drink that exceeds standard house limits on alcohol, RSA principles require this request must be declined. This section explains how this can highlighting the need to deliver positive customer service at the same time. Refusing requests in a polite manner When refusing a request for a drink the venue is not prepared to serve because it exceeds their ‘standard drink’ restrictions it is necessary to pay attention to both the verbal language used, and the non-verbal language. Non-verbal language
Giving them a ‘taste test’ ( a small quantity of the product) to sample – if this is practice is approved by management Telling them the product – see ‘Product knowledge’ (immediately below). Product knowledge The importance of product knowledge Product knowledge in relation to the items you have for sale is necessary to: Demonstrate your professionalism – by showing patrons the and figures you have and know about your stock
Serve size for each type of drink – which can be: Beer – 200 ml – 250 ml Spirits – 30 ml Fortified wine – 60 ml Table wine: Per – 160 ml – 180 ml Carafes – half carafe (500 ml); full carafe (1 litre) Liqueurs – 30 ml.