Preventing and Handling Problem Situations
Prevention first
Most problem situations are prevented, not resolved. Candidates should understand the preventive tools: checking ID at the door and at the bar, controlling service pace, maintaining a visible staff presence, keeping the premises well lit and monitored, refusing service early, and having clear house policies on last call and closing. Traps include believing security is only the bouncer's job - every employee observes and reports.
Handling conflicts
When a problem arises - an argument, a refused drink, an unruly guest - the priorities are safety of guests and staff, de-escalation, and documentation. Know the sequence: stay calm, speak quietly, separate the parties, involve a manager, and ask the guest to leave; call law enforcement if the situation becomes threatening. Never physically restrain a guest unless your role and training permit it, and never escalate by matching the guest's tone.
Special problem types
Recognize the situations exams like to test: the guest who is already intoxicated on arrival (refuse entry or service), the guest trying to buy for a minor (refuse and watch for third-party purchases), the guest who refuses to leave (manager and, if needed, police), and the guest who becomes aggressive (distance, backup, authorities). Also know that staff should never serve someone who is buying for an obviously intoxicated friend.
Rule of thumb
Prevent, de-escalate, document. If you are writing an incident report, you prevented nothing - but you protected everyone.
Worked example
A guest who was cut off begins shouting and refuses to leave. Correct response: keep distance, call the manager, and contact police if the guest remains threatening - not to argue or physically remove the guest alone.