The Intoxicated Regular and the Last Round
A regular customer, well known to staff, has been in the bar since 18:00. By 22:30 he has had, by your count, four pints of a 4.5% beer and two 25 ml measures of whisky. He is now louder than usual, unsteady when he stands, and repeats himself. He approaches the bar and orders another pint and a whisky 'for the road'. He is friendly, not aggressive, and says he is fine and will get a taxi. The bar closes at 23:30. A colleague says he is 'always like that' and serves him anyway. You are the more experienced bartender on shift and the designated responsible person for the late session.
1. Assess whether this customer should be served further alcohol, applying your duty of care and the signs of intoxication you have observed.
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The observed signs - increased volume, unsteadiness on standing, and repeated speech - are recognised indicators that the customer is becoming intoxicated. Combined with the quantity consumed (four pints at 4.5% plus two whiskies), the responsible judgement is to refuse further alcohol. Duty of care and licensing responsibilities require you not to serve someone who is evidently intoxicated, regardless of whether they are a regular or say they are fine. 'Always like that' is not a reason to serve; it may even indicate a pattern that needs managing. The refusal should be calm, private where possible, and non-judgemental: 'I'm not going to serve you any more alcohol tonight - I'll get you water and help you get a taxi.' Do not serve the 'for the road' whisky. The reasoning is that the signs are visible and the volume is significant, so continuing service would increase risk to him and to others.
2. Your colleague goes to pour the drinks anyway. Explain how you would intervene, and what follow-up is needed for the customer and the team.
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As the designated responsible person, you must intervene before the drinks are poured: a clear, calm instruction to your colleague - 'Stop, I'm refusing service, don't pour that' - and, if needed, physically take the glass or move the order away. Do it without a public confrontation that could escalate. For the customer, offer water or a soft drink, arrange a taxi or a responsible adult to see him home, and make sure he is not left to drive. Keep him comfortable and monitored until he leaves. For the team: after the shift, raise the disagreement with the colleague and the manager - the 'always like that' assumption is a training gap, and consistency matters because one bartender serving undermines another's refusal. Record the refusal if your venue logs incidents. The judgement is that your responsibility as the senior person overrides the colleague's choice, and the follow-up turns a single intervention into a safer, more consistent team practice.