The Quiet Customer at the End of the Bar
Tomas is a 60-year-old man who has been coming to the same hotel bar for years. Tonight he arrives alone at 6 p.m., orders a double whisky, and drinks it quickly. By 7 p.m. he has had three doubles. He is not loud or disruptive; he sits quietly, staring at the bar, and speaks slowly when the bartender asks if he wants another. He mentions that he lost his wife last month and that he 'doesn't see the point anymore.' He is steady on his feet when he goes to the bathroom but holds the bar as he walks. He asks for a fourth double and says he will get a taxi home later. The bar is quiet, the bartender is alone, and the nearest taxi rank is a ten-minute walk.
1. Assess Tomas's level of intoxication and identify the duty-of-care issues his comments raise. What should the bartender do about the fourth drink?
Read the worked answer
Tomas has consumed three double whiskies in about an hour, which is a large amount of alcohol in a short time. The signs the bartender can see are mixed but concerning: he is quiet rather than loud, but he speaks slowly, holds the bar as he walks and has been drinking quickly. Slowed speech and needing support to walk are meaningful signs of impairment, and the rapid pace of drinking means his level of intoxication may still be rising.
The comments about his wife and not seeing the point anymore are a duty-of-care issue that goes beyond intoxication. They suggest possible distress or risk of self-harm. The bartender should not ignore them, and should not treat serving more alcohol as a way to be kind. Alcohol is a depressant and can worsen low mood and impairment.
The correct decision is to decline the fourth double. The bartender should do this gently, without judgment, and should offer water, food and a soft drink. Refusing service is not a rejection of Tomas as a person; it is a responsible decision based on how much he has drunk and his evident distress. The bartender should stay with him conversationally where possible, since he is alone and vulnerable, and should not simply leave him at the bar.
2. Tomas is alone, has been drinking heavily, seems distressed and plans to walk to a taxi rank. What practical steps should the bartender take before he leaves, and how should this be recorded?
Read the worked answer
The bartender should first try to keep Tomas at the venue safely while arranging transport. A ten-minute walk to a taxi rank is not a safe plan for someone who needs to hold the bar to walk. The bartender should offer to call a taxi to the venue, or contact a friend or family member if Tomas can provide a number. If he refuses, the bartender should still encourage him to wait inside until transport arrives rather than let him walk off alone.
Given his comments about not seeing the point anymore, the bartender should take the distress seriously. They should ask directly but calmly whether he is safe to get home and whether there is someone he can call. If there is an immediate risk to his safety, the bartender should follow the venue's emergency procedure and contact emergency services. The bartender should not promise confidentiality about a serious risk.
The incident should be recorded in the venue's incident log: the time, the number and type of drinks served, the signs observed, the refusal of the fourth drink, the comments made, the steps taken to arrange transport and any calls made. The record should be factual and objective, avoiding speculation, and should be passed to the duty manager. Recording protects Tomas, the bartender and the venue, and helps if there is any later question about the duty of care shown.