Page 67 - DB Crisis Management Guide

Alcohol

It is illegal to overserve a Guest or to knowingly serve alcohol to a minor. Serving alcohol is a privilege, and our
Managers and Team Members must uphold the law to ensure we protect the integrity of our liquor license.
Refer to RAS for specific policies and procedures.

SERVICE TO A MINOR
If you receive a complaint regarding the service of alcohol to a minor, including the accusation of a Team
Member knowingly serving a minor or if a minor used a fake ID to receive service …
 Politely ask the Guest for information regarding the alleged incident, including if there were any injuries
associated with the alleged service, medical attention needed, etc.
 Inform the Guest that you will begin an investigation.

 Immediately contact your ROD/ROM.
 The ROD/ROM will contact the Crisis Hotline and the Crisis Team will be notified.
 The appropriate Crisis Team Members will provide direction and next steps.

IF A CHILD IS ACCIDENTALLY SERVED ALCOHOL

We have steps in place to ensure that a child is never inadvertently served alcohol. It’s imperative that you
never deviate from these steps, and you must ensure that all Team Members are following the processes
throughout every shift. Managers and Team Members will learn about the steps to preventing this incident
from occurring during their initial training.

If this situation occurs in your store:
 The Manager must be informed immediately.
 Immediately assess the situation and determine how much alcohol the child allegedly ingested.

 Call 911 if the child has signs of distress or if the parents request it.
 Take the parent’s information down, including specifics about the date, time, name of Server and
witnesses. Complete the electronic Guest Incident Form.
 Immediately review with the Server and Bartender what allegedly happened and how it allegedly
happened.
 Secure the Guest check.

 Contact your ROD/ROM and provide as many facts as possible.
 The ROD/ROM will contact the Crisis Hotline and the Crisis Team will be notified.
 The appropriate Crisis Team Members will provide direction and next steps.

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