Competency standard UNIT TITLE: MANAGE RESPONSIBLE SERVICE OF ALCOHOL NOMINAL HOURS: 15 UNIT NUMBER: D1.HBS.CL5.03 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to manage responsible service of alcohol in a range of settings within the hotel industries workplace context ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Maintain a responsible drinking environment within a licensed environment Identify customers who should be refused service enterprise and licensing authority eligibility standards and/or requirements to be served alcohol Explain restrictions for service courteously and diplomatically Request proof of age prior to service where appropriate Element 2: Dispense alcoholic beverages Prepare and serve standard drinks Decline request for drinks that exceed standard limits politely and advise reason/s for refusal Provide accurate advice to customers on alcoholic beverages if required Refuse service to intoxicated customers in a suitable and consistent manner Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to all industry sectors that require to manage the responsible service of alcohol within the labour divisions of the hotel and travel industries and may include: Food and Beverage Service Licensed environment may relate to: Hotels Restaurants Bars Night clubs Gaming venues.
Third party reports completed by a supervisor Project and assignment work. Key Competencies in this Unit 1 = competence to undertake tasks effectively Level 2 = competence to manage tasks Level 3 = competence to use concepts for evaluating Key Competencies Examples Collecting, organising and analysing information 2 Assess customer condition before and during service of alcohol Communicating ideas and information 2 Apply intervention techniques to restrict intoxication of customers Planning and organising activities 2 Identify the most appropriate way to maintain a responsible drinking environment Working with others and in teams 2 Ensure that colleagues are aware of planned interventions and agree on course of action to be taken Using mathematical ideas and techniques 0 Solving problems 2 Defuse conflict Using technology 0
Spirits – 40% alc/vol Liqueurs – 15% – 40% alc/vol Table wine (still and sparkling) – 12% alc/vol Fortified wine – 18% alc/vol It is also useful to know the number of standard drinks per bottle, can or other container. Class Activity – Question and Answer session Trainer asks trainees the alcoholic strength and range of the liquor types listed on the slide. Answers are: Beer – 4% – 6% alc/vol Spirits – 40% alc/vol Liqueurs – 15% – 40% alc/vol Table wine (still and sparkling) – 12% alc/vol Fortified wine – 18% alc/vol. Slide No Trainer Notes Trainer continues advising trainees about the elements of knowledge they should strive to develop about the liquor they sell: Appearance of each product/brand/what they look like – addressing the need to know: The colour of each product/beverage Special visual factors such as: Gold flakes in certain products (Goldschläger, goldwasser) Worms in certain tequilas Tartrate crystals in some wines Base materials or ingredients used to manufacture each type of liquor. Slide Slide No Trainer Trainer continues advising trainees about the elements of knowledge they should strive to develop about the liquor they sell: Serve size for each type of drink – which can be: Beer – 200 ml – 250 ml Spirits – 30 ml Fortified wine – 60 ml Table wine:
Tell them the incident is and where you are Advise of type of situation – for example ‘threatening customer’, ‘customer refusing to leave when asked’, ‘assault’ Identify numbers involved and their demeanour Explain action so far to control the situation, and tell them what has been said to those involved. Slide Slide No Trainer Notes Trainer indicates protocols to follow when summoning external assistance when there is a safety or security threat explaining when making initial contact with Emergency Services to obtain help they will require information about the incident before they send assistance: Be guided by them – let them ask questions and answer them as required Speak clearly and calmly – do not rush what you say: ‘slower’ is ‘quicker’ Never hang up the telephone until directed to do so. Slide Slide No Trainer Notes Trainer states Emergency services operator will require information such as: The exact location of the incident – never assume they know the venue or its address/location Type of incident – refusal to leave premises; assault victim; collapsed patron Number of people involved Other relevant details which will provide context and or basis for response. Class Activity – Guest Speaker (and Role Play) Trainer arranges for an Emergency Services operator or representative to attend and: Provide advice on calling Emergency services Give examples of information they will ask for when receiving a request for assistance Discuss responses available and response times Participate in a mock call (role play) to Emergency Services from several trainees.