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SMART SERVE TRAINING NOTES Module 1: Introduction If a customer leaves the premises/ is overly intoxicated, it is not only the manager or owner that is held responsible If you served them you can also be held legally accountable (can lead to fines, arrests, or even jail time) You are held accountable until they sober up, even when they leave the premises In the case of pubs, everyone from the doorman (security), waitress, to the victim are held accountable Can lead to the closing of pubs, sanctions (ie, academic if it happens at school), job loss, fines, and criminal charges Smart serve regularly conducts audits (if you don’t respond to email in time, you license can be cancelled) Need to achieve at least 80% on quiz What is Smart Serve? Division of Hospitality Industry Training organization of Ontario (HITOO) Non-profit Dedicated to developing and delivering responsible alcohol service training to all individuals who serve alcoholic beverages/ work where they are sold/ served in Ontario Smart Serve Covers: o Types of licenses Legal rights, responsibilities and liabilities Facts about alcohol How alcohol works in the body Signs of intoxication Forms of identification Prevention and intervention techniques Retail alcohol sales oo0o006dUCUDUcOOUlLCO Module 2: Alcohol and the Law Need to understand both your rights and responsibilities Only individual over the age of 18 can sell, serve or handle alcohol in a licensed establishment Under the Liquor License Act, a licensed establishment must offer a variety of light meals and alcohol free beverages A Special Occasion Permit is required at an event at any location other than private places, residences or a licensed established (this is whether or not the alcohol is distributed at no cost) Even if a person comes to your place intoxicated, you are still accountable for their safety as you should notice the signs of intoxication Sale and Service of Alcohol in Ontario is under the Liquor License Act (LLA) Under the LLA, establishments wishing to sell of serve alcohol to the public must have a valid Liquor Sales License, and must follow a strict set of regulations that apply to selling and serving alcohol Liquor Sales License o Required by any business wishing to sell of serve alcohol to the public on their premises (issued by the Alcohol and Gaming Commission of Ontario) Take Home the Rest (THTR) o Licensed establishments may allow guests to remove an unfinished bottle of commercially made wine that has been brought onto the premises under the BYOW program, or orders from the licensed establishment as a part of the guest’s meal. If a guest wants to take the remaining wine home with them, the licensed establishment must reseal the partially consumed bottle of wine, making sure the cork is flush with the top of the bottle Guests are not permitted to take home unopened bottle of wine under the THTE program unless it is brought by the guest under BYOW The THTR program only applies to wine, it does not apply to spirits of beer. Establishments cannot offer THTR if the guest is intoxicated or approaching intoxication Minimum Age for Service Alcohol may not be sold or served to anyone less than 19years of age Only individuals 18 years or older may sell, serve or handle alcohol in a licensed establishment They must have successfully completed the Smart Serve Training Serving Alcohol Serving alcohol includes taking and serving drink orders, stocking the refrigerator or bar area, and bartending A Licensed Establishment Can only sell and serve alcohol purchased under its liquor license through government stores o If granted the BYOW endorsement, the licensee is allowed to serve commercially made wine brought in by the guest Must ensure all alcohol sold and served is consumed in licensed areas o There is an exception for wine (take home the rest program) Must offer a variety of light meals and alcohol-free beverages Must no substitute one type of alcohol for another without the guest's consent Reviewing liquor sales license applications Issuing, transferring and renewing liquor sales licenses Issuing endorsements Inspecting licensed facilities to ensure compliance with the LLA Adding terms and conditions to liquor sales licenses Taking administrative actions if an established is not following LLA or the regulations Special Occasion Permits: o Special Occasion Permits (SOPs) are required when an individual or organizer plans to serve alcohol at an event in any location other than residences, a private place or a licensed establishment (applied whether or not the alcohol is sold or provided at no cost) An SOP is not required if alcohol service is under a Liquor Sales License, a Caterer’s Endorsement or is being held in a private place. A boardroom Is an example of a “private place” o To qualify as a “private place the location must be Indoors No available for rental by the public, and to which the public is not ordinarily invited or permitted Where there is no sale of alcohol The SOP allows the permit holder to legally purchase alcohol under the permit from the Liquor Control Board of Ontario (_CBO), Ontario Wine Stores, or Beer store to sell and serve at the event ooo0o0o | 9o Endorsements AGCO issues liquor licenses and special occasion permits Can also issue license endorsements to allow an establishment to sell and serve alcohol under specific circumstances The holder of the sales license may apply to the AGCO for different types of endorsements Brew Pub: © Allows the sale and serve of beer manufactured on the premises for consumption on the same premises Mini Bar: o Allows the licensee to sell and serve alcohol from a mini-bar in a room that is rented for overnight accommodation Wine Pub: o Allows the sale and service of wine manufactured on the premises for consumption on the same premises Golf Course o Allows the licensee to sell and serve alcohol for consumption on the playing area of a golf course Bring Your Own Wine o Allows the licensee to serve commercially-made wine brought by a guest in the same manner as wine selected from the menu Room Service o Allows the licensee to sell and serve alcohol to registered guests in a hotel room that is rented for overnight accommodation Civil Liability When a server or an establishment is not careful in stopping harm or injury to a guest, they may be found civilly liable for negligence © Civil liability is the potential responsibility for payment of damages This is different from criminal liability, which refers to criminal charges that are laird by the police o Civil liability is determined by our courts in the form of a judgement, usually after a trial of the evidence and by applying common law Common la is a system of law that is based on judges’ decision in similar cases in the past Maximum fines for not meeting the regulations of the LLA are: o Foran individual and or non-corporation: $100, 000 or imprisonment for up to one year or both o Fora corporation” $250, 000 Maximum fines for selling or supplying alcohol to a minor or an apparent minor: o Foran individual: $200, 000 or imprisonment for a term of not more than one year or both o Fora corporation: up to $500, 000 Your Rights and Responsibilities Two basic Responsibilities: © To serve alcohol only to customers who can legally consume it Can't serve to anyone under 19 Or appears intoxicated o Never serve alcohol to anyone to the point of intoxication If we do serve alcohol illegally, you can be held criminally charged or found civilly liable for your actions If you’re found liable, then the company is not legally liable to cover costs of lawyers, etc Server is required under the law to determine whether or not the amount of alcohol that’s being serve is likely to cause someone to become inebriated (servers responsibility) Server is allowed to refuse service if the person is too intoxicated/ getting to the point, as well as if they come into the premises already inebriated Cannot serve someone to the point of inebriation and you cannot serve someone to increase their level of intoxication If the father orders a drink and gives it his son, you must ask him to stop and ask him to leave the premises if he refuses LLA gives the establishment broad rights to enforce this section of the Act The premises is too crowded: Every licensed establishment is issued a maximum capacity, which cannot be exceeded. The max capacity of an establishment is generally calculated under the building code act or the fire protections and preventions act by those authorities, and it included on the liquor license. Max capacities may also be established for separate rooms within a licensed establishment. It is up to the licensee to make sure the number of guests and employees foes not go above the maximum limit on the licensed premises. Entry cannot be denied to: AGCO inspectors Law enforcement officers Firefighters Government inspectors Right to eject guests Guests who are drunk, aggressive or out-of-control are not allowed on the premises. The LLA requires that a person be ejected when it is reasonably believed that he or she: Is not permitted by law to be on the premises: o Under 19, and the condition of the license states no entry to minors o Guest who has been previously barred from establishment o Guests who has been previously asked to leave but returns on the same day o Person who, according to a condition of the license is not permitted to be in the establishment at any time Is on the premises for an unlawful reason or is breaking the law on the premises: o Aguest who is rowdy or intent on causing a fight o Aguest who is selling illegal products, gambling illegally of soliciting for prostitution Use of Force: 1@) 1@) Under the LLA, if a guest does not leave as requested, the person can be removed with “no more force than necessary” This means that the force must only be used to eject an individual, not cause any harm All force must stop once the individual has been ejected Module 3: The Effects of Alcohol To make informed decisions about the level of intoxication of your guests it is important to understand: o How alcohol affects the body o What is meant by “a standard drink” o That not all drink served in establishments are “standard” o The amount of alcohol in most common drinks served Alcohol is a depressant that slows down the CNS The stomach cannot be coated to prevent alcohol absorption. However, eating foods rich in carbs and proteins before consuming alcohol can slow down the amount of alcohol that is absorbed directly into the bloodstream through the stomach Alcohol is alcohol. In standard amounts, beer, wine coolers, win and hord liquor all have equivalent levels of alcohol and will make you equally intoxicated. The colour of beer comes from the toasted malts, which have no effect on the alcohol content on the amount of fermentable sugars in the brew. Drinkers may feel more alery after drinking coffee, exercising or taking a cold shower, but the blood alcohol concentration (BAC) will remain unchanged. The only thing that can sober up a person is time. Are All Drinks Equal? What do 12 oz of beer, 5 oz of wine and 1.5 oz of distilled spirits all have in common? o All contain 0.6 oz of pure alcohol o This is what is considered to be a standard drink o The effects on the body are exactly the same o The actual amount of alcohol in the drink you serve will depend on the type, size, and mix of the beverage, but knowing what a standard drink is, can help you determine a benchmark for the amount of alcohol you can serve a guest in a given timeframe o The alcohol content of the standard drinks provided should be used as a guideline only o Some alcoholic drinks (ie, certain malt liquors, some coolers and liquers) have a higher alcohol content than those listed. o Always check the alcohol content printed on the label when determining the amount of alcohol a guest has consumed Are all Drinks Standard? Just because a drink looks standard does not mean that it is: o Some cocktails, like martinis often contain over 1.5 oz of 40% alcohol o Many contain closer to 2 oz o Some liquers (creme de cacao, kuhlua, and amaretto contain less than 40% alcohol) Calculating a Standard Drink: o Another guest may not be showing any signs of intoxication but have a BAC reading over 0.05 Blood Alcohol Concentration Chart Too to help you estimate how much a gust can safely drink in a given period Actual BAC values will vary based on factors such as body type, gender and other factors BAC charts should be used as a general guideline only, and should not be used as the sole way to determine someone's intoxication level To use the chart: © Locate the guest's approximate weight o Locate the number of drinks the guest has had in a given time period o The guest’s approximated BAC is where the weight column and number of drinks intersect Number of standard drinks consumed in FIVE hours Factors that Affect Blood Alcohol Concentration How fast a person’s blood alcohol concentration rises depends on a number of factors. o The environment: lf guests are relaxed and sitting with friends, talking eating, and involved in other social activities their rate of drinking is likely to be solver. On the other hand, people may drink more at a cocktail party, where they are simply standing or milling around. o Time between drinks: The more drinks consumed in a shorter period of time, the higher the BAC That means 4 drinks in 1 hour will cause a higher BAC than one drink each hour for 4 hours o Tolerance: Experienced of regular drinkers tend to increase the amount they drink over time to feel the same effects from alcohol as they did when they were new or occasional drinkers These drinkers may show few visible signs of intoxication even with fairly high BAC’s It is entirely possible for a guest to be too drink to legally drive, yet still show no signs of visible intoxication A greater tolerance does not lower a person’s BAC o Body Fat: People with a lot of body fat tend to have higher BAC’s. This is because alcohol is not absorbed into fatty tissue so the alcohol is concentrated in a smaller body mass o Gender: Women have a higher proportion of fatty tissue and less total body water than men of the same weight. Two individuals having the same amount to drink, or the same weight: woman will have a higher BAC o Physical health, fitness and age: The fitness of a person affects BAC. Muscular people have more total body water because they have less fat Since alcohol distributes itself in total body water, a younger lean 175 Ib male has more total body water and therefore a lower BAC than an older unfit 175 Ib male who has less total body water Research also shows that, as men age their ability to metabolize alcohol decreases This means than an older male who consumes the same amount of alcohol as a younger person will likely have a higher BAC level o Body Size: When served the same amount of alcohol in the same amount of time, a smaller person will have a higher BAC than a larger person because the alcohol is concentrated in a smaller body mass o Medication: Combining alcohol and drugs (whether illegal or prescription or over the counter) can increase the effects of alcohol o Food & alcohol-free beverages: Water, juice and alcohol-free drinks along with protein rich food that is eaten before, or during drinking will absorb and hold alcohol in the stomach longer and slow down the rate at which it is absorbed into the bloodstream. On the other hand, salty foods can cause a guest to become thirsty which may lead them to drink more in a shorter period of time, and raise their BAC at a faster rate. When alcohol in the bloodstream reaches the brain. It affects the way a person behaves These effects are present with just one drink and the signs will vary as the guest continue to drink Recognizing the signs can help you make decisions about the amount of alcohol to serve so that the guests can have a safe and enjoyable experience The Five Signs of Intoxication Change in Vital Signs and Physical Appearance. Sweating Becoming drowsy, sleepy, passing out Flushed, red face Slower, shallow breathing Glazed look in eyes Red, glassy and squinting eyes Slurring of speech or speaking louder than necessary Slower response time in movement Difficulty seeing and hearing Loss of Self Control and Inhibitions: Being overly friendly and starting conversations with strangers Using foul language, loud speech, repeating stories, jokes Making sexual advances Annoying other guests Poor Judgment: * Complaining about strength of drinks and prices Changing consumption rates Buying rounds for strangers Arguing, making irrational statements Ordering doubles Being careless with money Reason, Caution, and Memory: . Wanting to drive while intoxicated Becoming entertaining, animated, boisterous Repeating stories, jokes, conversations Leaving a drink on a table or bar and ordering another Forgetting where they are, where they came from and names Unable to figure simple calculations Losing train of thought or lacking concentration Coordination and Balance: Unable to pick up change Unable to sit straight in a chair Spilling drinks, can't find mouth with glass Swaying, drowsy Knocking over drinks Stumbling, having trouble moving around objects Bumping into things or people and/or falling down Holding. onto chair backs.or tables when walking or standing Holding feet wide apart when walking or standing Two common signs of intoxication are slurred speech and difficulty keeping one’s balance. However, in some cases, a person with these signs may not be intoxicated at all. There are medical conditions whose symptoms may mimic those of someone who is intoxicated. Therefore, it is important for servers not to jump to conclusions without talking to the individual. As a server, you are not expected to know all about the disease and medical conditions of your guests. You do need to be sensitive to the possibility that something other than alcohol may be responsible for a guest’s symptoms, and then use your experience and common sense to help you make the right call. Module 4: Maintaining a Safe/Enjoyable Atmosphere (Part 1) To maintain a safe and enjoyable atmosphere where you work, it is important to be able to o Recognize valid forms of identification and whether or not a piece of identification is fake o Assess whether a guest is intoxicated o Prevent guests from becoming intoxicated o Deal with guests who are intoxicated o Handle illegal and potentially dangerous situations A Canadian citizenship card is an acceptable form of age identification, also Driver’s license, passport, armed forces id, bring your own identification card issued by the LCBO By law no one can be required to produce their Ontario health card as a form of identification. If it is offered it can be accepted at your discretion. It takes approximately 30 minutes for alcohol to hit the brain, which means that a guest may not always show sign of that drink right away Always approach calmly not hostile If an intoxicated guest refuses all your attempt to prevent him or her from driving, call the police. Provide as much details as possible: model, direction, etc. Complete an Incident Report of the event Are they old enough to drink? As a doors person or server, its up to you to determine whether your guests are 19 years of age or older. If you suspect that a guest is underage, you have the legal right and obligation to check ID and refuse service if required. In most establishment, it has become common practice to ask anyone for identification that looks under 25 years old Serving an underage guest has serious consequences: o Itis against the law o Itis an offence under the LLA o Can lead to charges by the AGCO o Can lead to charges by the police You and your establishment can also be sued, and or fined. If you have any doubts, let your manager know or refuse entry or service to the individual Verifying Identification: When asking a guest for identification have the guest remove the id from their wallet Never remove the id yourself Examine in a well-lit area If you suspect that the id has been borrowed, altered or stole, let your manager/ owner know immediately 8 features to determine if the ID is valid: © owner's birthdate use this date to calculate age if date looks scratched, is dull or looks like it has been tampered with do not accept it © owner's address confirm info on card by asking the person for their address o guest's physical appearance compare the guest to their physical description (eye colour, height, etc.) ensure they match © expire date or date of birth minor often use the expired license of a faily member or friend who has been issued a new one. Look at the date of expiry or date of birth for numbers that are a different thickness, darkness or colour, or appear scratched or altered in any way © owner's signature ask guest to sign and compare signatures to the one on card © owner's photo check the photo of the guest against the person standing in front of you make sure they match © owner's name ask the owner of the ID to say their complete name (including middle name) to spell it o overall condition of ID The card should be clean, without tears, bubbles, creases or folds Recognizing Valid Identification: The Ontario Driver’s License As technology grows, spotting counterfeit or altered ID becomes more of a challenge. The Ontario driver's license is one of the most commonly used ID’s There are currently two versions of the Ontario Driver’s License in circulation o Old Ontario Driver’s License- schedule for phase-out by 2012 o New Driver's License-introduced in December 2007 It is important to recognize the security feature of both cards, and the ways in which you can ensure that they are valid forms of identification There are 4 ways to identify whether the old license is valid o Photo o The first letter in the license number should match the first letter in the person’s last name o The numbers on the date of birth should be the same thickness and colour o The surface of the card should be smooth with no raised areas 6 ways to identify whether the new license Is valid o Driver's license number: the raised lettering on the driver’s license number Secondary photo and signature: there is a protected secondary photo and signature Signature and date of birth: there is raised lettering on the date of birth Photo: the photo and signature are imprinted into the surface of the card Background: the background has a fine line o Magnetic strip: there is a magnetic strip on the back of the card Controlling the number of drinks served to a guest can be a challenge However, by assessing your guest’s physical and behavioral state when you first make contact, you can pace the service accordingly and identify potential alcohol issues more confidently ie) O00 Chat and Check Assess your guest: o When you first make contact with a guest, it is important to note things about the guest’s initial condition, including: Has the guest been drinking before arriving? What mood is the guest in? Does the guest, show signs that might indicate they are taking medications, have a particular condition or are on drugs? Listen and Observe: o Always take a few minutes to engage a guest in conversation, and make eye contact. Listen carefully to what they say and how they say it. What tone of voice do they use? Is he or she loud and or aggressive? Does the guest slur any word or does their behavior seem inappropriate for the situation? Note Body Language: o A guest who appears to have a slower response in time in speech and movement may already be under the influence or alcohol or drugs Ask Questions: o During the chat and check take the time to pick up more information and facts about your guest including: Is your guest driving? Is there a designated driver? 000 0 CLOSE X Guest Behaviour Response - Relaxed - In control GO ~ Talkative - Happy Guest has likely had little or nothing to drink, Guest:can bersafely served. Note: You should start counting drinks iwith the first drink served. Keep in mind that a guest's rating can change quickly For instance, a guest’s rating could change from green to red after only one drink if the guest has been drinking before arriving at your workplace, and the signed of intoxication start to show after they have been admitted At the same time, it can take up to 30 minutes for the alcohol to hit the brain, which means that a guest may not always show the signs of intoxication right away For these reasons, each time a guest re-orders, you must re-evaluate your rating Something to consider: o Did you know that if a guest continues to drink right up until he or she leaves your workplace, their blood alcohol level may not have yet reached its peak, and may still be rising? o This can make the difference between it being safe or unsafe for the guest to arrive The Value of Communication It is important to share what you know about a guest who reaches “yellow” or “red” with your co-workers and manager/ owner o If your co-workers are made aware of a problem, you can be sure that back up is available if you need it o It prevents guests from undermining your actions by trying to get served by other staff members o If an incident does occur, you have witness When you go on break, end your shift or change sections, let other start know about the guests you have been serving. Be sure to share: o How many drinks you have served the guest. o Any concerns, problems, or potential problems you have. Never serve a guest who has been served by a co-worker without checking your co-worker first. Module 4: Maintaining a Safe/Enjoyable Atmosphere (Part 2) Responsible Alcohol House Policy As a server, you must do everything you can to ensure your guests do not become intoxicated To help you with this, your workplace should have a house policy that is designed to guide and support you in all aspects of responsible alcohol service This policy should giv you clear and consistent guidelines to carry out your establishment's philosophy or respoinsible alcohol service A house policy should include a goal statement which represents your establishment's overall commitment towards achieving responsible beverage service Talk to your manager/owner about your workplace’s house policy Slowing Service Avoidance: don’t pass by it on every trip to the kitchen Forget drink by accident Tend to another customer before them Chat Engage them in something different Offer water Offer something else (food, non-alcoholic drink) Make manage aware that someone is becoming intoxicated Offer food o Food helps slow the rate at which alcohol is absorbed o Some foods do this better than others o Foods that are high in fat or protein suck as deep-fried items, pizza and cheese are digested more slowly and can keep alcohol in the stomach longer o Foods to avoid: salty food; they can make the guest thirst and want more to drink Offer alcohol-free beverages o Alternatives like soft drinks, mocktails, coffee or juice will allow time for the guest’s body to process some of the alcohol consumed Offer water with alcoholic drinks o Serve a side of water with all alcoholic drinks and refill water glasses often Serve only one drink at a time o Avoid serving a guest multiple drinks at one time. Remove empty glass before serving the next one Wait for guests to reorder © Do not encourage guests to reorder while they still have a partially filled drink on the table Manage the buying of rounds o When a guest orders a round for the table, acknowledge the order, then politely and tactfully ask each person if they would like to have the drink ordered for them o Some may turn down the offer Slow the rate of service 
