The Bottle That Was Already Open
You are working a busy Saturday evening bar-service shift at a licensed restaurant. A guest at table 7 has had two glasses of house red over 90 minutes and is now ordering a third glass plus a bottle of wine 'for the table.' He is loud, his speech is slightly slurred, and he has just stood up and steadied himself on the chair. His companion is drinking water and says nothing. He is a regular who tips well. The bar manager is on a break and will be back in 15 minutes.
1. Apply a responsible-service decision to the third glass and the bottle. What do you do and say?
Read the worked answer
The observable signs - slurred speech, volume, and steadiness on standing - mean you should stop or slow service now, not wait for the manager.
The glass: decline the third glass politely and clearly. Use a non-confrontational script: 'I'm going to hold off on another glass for a moment - can I bring you some water and something to eat first?' Do not argue, do not moralise, and do not debate how many drinks he has had.
The bottle: a bottle 'for the table' is not automatically acceptable. Serving a bottle to a group where one person is already showing signs of intoxication can effectively supply that person more alcohol. Decline the bottle for now, or offer to serve the companion only if she is drinking and wants a glass.
Offer alternatives: water, soft drinks, coffee, food. Do not simply refuse and walk away - stay warm and present.
Escalate: tell the bar manager as soon as the break ends, or call a supervisor now if the guest becomes confrontational. Document the refusal if your venue requires it.
2. The guest becomes angry and says 'I'm a regular, I've spent a fortune here.' How do you hold the line and what must you not do?
Read the worked answer
Hold the line calmly and without apologising for the policy itself.
What to say:
- Acknowledge the relationship: 'I know you're a regular and we value that.'
- State the limit plainly, without accusation: 'I'm not able to serve more alcohol right now. I can get you water, coffee, or food.'
- Do not list his symptoms at him ('you're slurring') - that escalates and humiliates.
- Do not blame the manager or hide behind 'the rules say.' Own the decision.
What you must not do:
- Do not serve 'just one more' to end the argument.
- Do not let another server or the bar take the order - tell your colleagues and the manager about the refusal.
- Do not physically restrain or touch the guest.
- Do not get drawn into a debate about how much he has drunk or how much he has spent.
- Do not leave him unattended if he is unsteady; watch for him leaving to drive.
If he continues to escalate, involve the manager and, if needed, ask him to leave. If he intends to drive, that is a safety matter - involve management and, if necessary, the police. Your duty of care outranks the tip and the regular's custom.