Page 34 - Manage Licenced Premises Learner Workbook

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• Remove violent, quarrelsome, insulting or disorderly
customers from their premises.

Intoxication is defined in the Sale and Supply of Alcohol Act
2012 as being observably affected by alcohol, other drugs
or other substances (or a combination of two or all of those
things) to such a degree that two or more of the following are
evident:

• Speech is impaired.
• Coordination is impaired.
• Appearance is affected.
• Behaviour is impaired.
Indicators of intoxication may include but are not limited to: 2. Build customer expectations of an intervention

• Speech: slurring, difficulty forming words, loud, repetitive, Many customers are unaware – and, therefore, need to
loses train of thought, nonsensical, unintelligible. be informed – of your legal obligations and their rights
• Coordination: spills drinks, trips, weaves, walks into as customers. Customers should see intervention
objects, unable to stand unaided or sit straight. as normal and likely. Raising the expectation of an
• Appearance: bloodshot eyes, eyes glazed, inability to intervention can be done by:
focus, tired, asleep, disheveled. • Displaying signs outlining the Act and the
• Behaviour: seriously inappropriate actions or language, licensee’s obligations.
aggressive, rude, belligerent, obnoxious behaviour • Having the Host Responsibility Policy on display.
affecting other customers. • Ensuring open communication between staff and
customers.
• Intervening consistently over a period of time.
• Installing posters and multi-media, table-top or
STRATEGIES FOR PREVENTING INTOXICATION blackboard messages.
While not every customer intends becoming intoxicated, a
relatively small percentage do set out with this in mind and 3. Create a culture of strong team communication
they are often easy to spot before they reach their goal.
They are likely to stand out from the crowd and should be Effective management of licensed premises is based
closely monitored. Similarly, not every customer who enters on good communication between staff and customers,
licensed premises is sober – they may have been drinking and among staff at all levels. While an experienced
elsewhere or have used illicit substances. While servers may staff member can confidently stop service or remove
feel confident identifying an intoxicated customer, slowing or customers from the premises, less experienced
stopping service and removing an intoxicated customer from staff may find it daunting. Clear and effective
the premises can be more challenging. Systems should be in communication can provide the necessary support
place to support staff to intervene. They must feel confident and intervention. Door-staff can play a key role both
in managing the service (and non-service) of alcohol to in preventing minors and intoxicated customers from
customers. entering the premises and in efficiently removing them
from the premises where necessary.
Three key strategies should be used to limit or prevent
intoxication:
1. Build staff capacity to intervene confidently and
expertly

The Intoxication Prevention Tool outlines key indicators
of intoxication and appropriate server interventions
and provides a strong basis for staff training. Using
the techniques of slowing service, diverting choice,
selling alternatives and service refusal shows good host
responsibility practice by creating a safe, responsible
environment for your customers to enjoy.