Once again the holiday season is upon us and with that is an increase in business with holiday parties and people celebrating the season. As people celebrate the season, they most certainly will enjoy a drink or two. Most people that drink do so responsibly. Alcohol and mankind have co-existed for over 2,000 years. It is my firm belief that beverage alcohol has done far more good than harm. However, there are always people that will overdue their consumption, especially at this time of year.
If you are licensed to sell beverage alcohol, hopefully you have already taken steps to protect your livelihood. If you have had your staff trained in a program such as BAR CODE® or T.I.P.S.®, I applaud you. However, you should know that training is only the first step and without follow-up, simply having your staff attend an alcohol-training program is a waste of your money.
Whether you choose to use the services of a professional trainer such as myself, or you opt to have an in-house trainer, there are things you should do and can easily do to ensure that the skills and techniques learned in training are not forgotten. Before anyone starts thinking that they will have to spend more money & time, the things that I am going to mention
take very little time and NO money.
First, make sure your staff understands that serving alcohol responsibly is an integral part of their job. It is something that you as an owner or operator expect, requires, and failure to do so can result in suspension or the loss of their job.
Firing someone for irresponsible service may sound a bit drastic, but think of this. If your service staff refuses to do this very basic part of their job, you can suffer in the form of having you license suspended, monetary fines and civil liability. On several occasions I have worked with owners that have been facing administrative action by either the local or state licensing authorities. When I ask what disciplinary action was taken against the employee, the reply I receive is usually none. How is bad behavior corrected if the employee is not held accountable for not doing their job? Which is exactly what not checking I.D.'s or irresponsible service is. Appropriate action also sets a standard for other employees.
On the opposite side, to borrow a technique from the "One Minute Manager", catch them doing something right. If an employee effectively intervenes with a patron that has imbibed too much, or spots a phony ID, reward them in some fashion. Perhaps a small cash bonus, or a gift certificate to another establishment. Perhaps you can trade gift certificates with other businesses, so that all of your businesses benefit.
Most restaurants and banquet halls hold pre-meal meetings. This is the time to take out your BAR CODE server manual and quiz your staff. Not only are you making sure they understand the material, but it reinforces the understanding that responsible alcohol service is something you expect and require.
Make sure your staffing is appropriate for the number of guests in attendance. Many function halls that I work with will tell me they have I bartender on for every 100 guests. This means the bartender is "in the weeds" from the start. That is why it is important to have all staff members properly trained, aware and working together as a team.
I am reminded of a nightclub owner that once introduced me to his best bartender. On one particular night she rang "$1,700.00 in sales by herself" The problem with this is that this bartender's shift lasted only 3 hours, from 10:00.p.m. to 1 a.m. This means she rang $566 per hour and about $60 per minute. How can anyone pay attention to whom they're serving at that pace? Sure people want to have a good time at holiday parties, but keep in mind that if a guest is hurt or killed, that is the only thing yours guests are likely to remember.
If you have used the BAR CODE program, remember the S.I.R. method:
Size Up; Interview; Rate. All service staff should take the time to interview the guest. This
DOES NOT mean having a half-hour conversation with them. Interviewing them can be as simple as asking if every place is as slow (or busy) as we are tonight. If the reply is "No. we been to 5 or 6 places, you're the busiest", what does that tell you? If you feature live music, ask how the band is.
Keep in mind that in our society getting drunk is a goal for some people. Therefore even with your best efforts, some people will slip through the cracks.
When this happens not only do you have to in ensure that they get home safely, but you must document your efforts to prove that you made a reasonable effort. In Massachusetts, the statute of limitations for a civil liability action against you is three years. A smart attorney will wait to
file an action against you in he hopes that you won't be able to recall what happened. If you put someone in a taxi, get the driver's name, company name, and medallion number and record it in your logbook. If you have a friend take them home, ask to see the friend's license and record the information.
DO NOT have an employee drive anyone home. By doing so, your employee is still on your payroll and if something happens to them, doing so could hold you held liable.
If you choose to use the services of a professional trainer, choose wisely. Interview that person and ask for references. As the latest bandwagon of the 90's, there are many people "certified" as trainers in one program or another, but not all of them provide the same level of effectiveness or service. I am also aware of a T.I.P.S. trainer in Massachusetts that has appeared in court many times against the hospitality industry. In one instance, he even attempted to appear against one of his own clients, a South Shore restaurant.
In closing, if all you do is have your staff attend an alcohol training program and do nothing else, it will only be a matter of time before you have an alcohol related incident. Training without follow-up will do you more harm than good. A smart attorney will prove to a jury that you knew of your responsibility, but did nothing else, and chances are you will be on the losing end.
I sincerely hope that you will find these thoughts beneficial and I wish everyone in the hospitality industry a safe, blessed and prosperous holiday season.
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