Preventing Service to Intoxicated Patrons and Intervention Techniques
This domain tests how you stop service before harm occurs and how you intervene without escalating the situation. The exam favors calm, early, documented action over a dramatic confrontation at last call.
Prevent before you refuse
- Pace service: slow rounds, clear empties, and avoid doubles or shots for fast drinkers.
- Count drinks and track time, especially in groups where one person orders for others.
- Offer food and water early, not as a cure after impairment is obvious.
- Watch the room: who is swaying, getting loud, or leaving drinks unattended.
The intervention script
Use a low, private voice. State the limit clearly, then offer an alternative: "I can't serve you another drink, but I can bring water and a menu, and I can call you a ride." Avoid arguing, moralizing, or embarrassing the patron in front of friends. Do not serve "one more" to avoid a tip loss or a scene. Involve the manager early. If the patron threatens violence or tries to drive, call police. If you see vomiting, unconsciousness, slow breathing, or seizures, call 911; do not leave the person alone.
Worked example
A patron who has had five drinks in 90 minutes orders a double shot. The server says quietly, "I can't serve you another drink. I can get you water and food, and I'll call a rideshare." The patron argues. The server does not debate; the manager repeats the limit and offers the ride. Reasoning: the refusal is firm, private, and paired with alternatives, which lowers the chance of escalation while meeting the legal duty.
Traps that cost marks
Serving just one more to avoid conflict. Announcing the refusal to the whole bar. Offering coffee as a substitute for stopping alcohol. Physically restraining a patron unless there is an imminent safety threat. Failing to notify a manager or document the refusal.