Implementing Responsible Alcohol Service in Your Establishment

Implementing Responsible Alcohol Service in Your Establishment

Each state regulates alcohol — from its manufacturing, to selling, and the actions resulting from its use. This includes assessing the liability of any violations. If you serve alcohol in your restaurant, it is important that you and each staff member are aware of the laws, rules, and best practices in your state. Serving alcohol involves many risks. 

The failure to act responsibly may result in fines, loss of your liquor license, increased costs of insurance, or even imprisonment. Ultimately, it could result in losing your business.

Consequences of Serving an Intoxicated Guest

In almost every state, it is illegal to serve alcohol to an intoxicated person. There are numerous types of liabilities associated including criminal, administrative (liquor control commission), and broad civil liabilities via the Dram Shop Law. Therefore, it is imperative that you develop specific policies that ensure the responsible serving of alcohol in your establishment. This includes having a clear concise process for the difficult situation of denying service to an intoxicated guest.

Alcohol Awareness Training

Most liability insurances now require that all members of a restaurant, bar, or tavern staff undergo this type of training. Additionally, it is important because it helps underscore the importance of responsible service as well as the consequences of failing to do so. It also provides bartenders and servers with a factual base that enables them to make informed and often difficult, service related decisions with confidence. In addition to outside training, it is important that you have internal policies that define what to do when faced with these judgment calls.

The failure to act responsibly may result in fines, loss of your liquor license, increased costs of insurance, or even imprisonment.

Situational Awareness Training and Empowerment

Each member of your staff, no matter if they serve alcohol are important in the success of these policies, as often situations like these can be prevented. Train your staff to be observant. They should be listening and watching what is going on in your restaurant. Encouraging them to use their best judgment, empower each staff member to report any person or group they believe may present a problem. This is the best opportunity you have to prevent an incident from occurring. Once a report has been made, that is the time to have a manager or the owner drop by the table, speak to the patron, further assess the situation, and perhaps intervene.

Other Preventative Measures

  • Servers and bartenders keep track of how many drinks have been served.
  • Don’t serve drinks ordered for someone who is not yet present. As this person could already be intoxicated or perhaps even underage.
  • Have a visible authority presence in the bar area. This could be security or management.
  • Have signage posted with your policy

…it is important that they have the trust and support of management.

Tips to Refusing Service to an Intoxicated Patron

Because this is a judgment call that servers and bartenders are in the best position to make, it is important that they have the trust and support of management. Having a written policy that outlines the process is also helpful. These factors make it easier for them to exercise good judgment of how and when to refuse service. Robert Plotkin, founder of Bar Media offers the following advice on how to cut off an intoxicated guest.

  • When in doubt – don’t serve- Make this your policy. Because of the potential liability, isn’t it better to err on the side of caution?
  • Keep it simple- In the fewest words possible, explain that as a matter of policy, you will not be serving any more alcohol.
  • If possible, be discreet- There is no need to cause a scene that may embarrass the patron and potentially provoke an incident.
  • Utilize tact and diplomacy- Avoid using inflammatory language, disapproval, or criticism.
  • Remain firm- Once you have committed to this decision there is no turning back. To do so would undermine your credibility and authority.
  • Keep everyone in the loop- Notify the other staff and servers so that they do not mistakenly serve the guest additional alcohol.

For general precaution, management on-duty should be notified to take any further action needed, allowing the bartender or server to resume their regular roles. Management should determine whether to offer and arrange alternate transportation for the patron.

Keeping the patrons safe from harm and your establishment safe from liability is a job that falls to every employee. Knowing when and how to cut off an intoxicated guest is a judgment call often left to the bartender and servers. It is sometimes awkward and difficult, however, with proper training, guidelines, and internal support it can be accomplished with dignity and tact. 

You might also like…

Lessons from Las Vegas

Lessons from Las Vegas

In the aftermath of the horrific mass shooting in Las Vegas, it’s important to refresh yourself and your staff on the best practices that have been in place for many years.

read more
Work Culture: Creating A Place To Love Not Leave

Work Culture: Creating A Place To Love Not Leave

A great work culture not only makes your business more fun and less stressful for you and your employees, it is critical to your competitive success. Find out why it’s good business to be a happy business in our latest post!

read more

Experience Sirvo for yourself

Sign up now to find hospitality jobs and hire top industry talent.

How Restaurants Can Prevent Employee Burnout and Reduce Turnover

How Restaurants Can Prevent Employee Burnout and Reduce Turnover

Workplace burnout is a serious problem in the hospitality industry, as many restaurants are on a bootstrapping budget. Often, it is the most dedicated and hardest working employees who succumb to burnout, leaving restaurants with difficult-to-fill voids. To better prevent employee burnout, an understanding is needed, backed by a well-thought-out plan of retention.

“Even if companies haven’t literally lost their employees, many have lost them psychologically.” – Jon Gordon

Scope of Workplace Burnout

The findings from a recent study of 3,000 employees in the US and Canada, sponsored by Staples Inc., sheds light on the magnitude of business burnout:

  • 91 percent of employees say they work more than forty hours per week.
  • 65 percent cite feeling pressure at home that is a carryover from their jobs.
  • Working more hours to stay afloat is a pressure that causes many Americans to mentally check out of their work lives.
  • Frustration and cynicism are often the two main hallmarks of occupational burnout.

Perhaps the most interesting fact presented was that 59 percent of workers state that being encouraged to take breaks by supervisors helped to decrease their feelings of burnout, whether they actually took a break or not.

The response to the act of showing concern is an indicator that the Golden Rule, or law of reciprocity, is still the most important guiding principle in life and business. Simply, treat others as we want to be treated.

With this in mind, the Staples study lists the three simple “perks” that employees value above all others as wellness programs, comfortable break-rooms with technology and fresh snacks and beverages.

The Purpose-Driven Workplace

For nearly a decade, studies have consistently indicated that employees want to work for companies with a purpose. Employers that can facilitate this (marginally tangible) request seem to have better retention rates. Differentiating on this point translates favorably in today’s lean business model.

“A lack of purpose goes deeper than simple business burnout.” – Dan Pontefract

Of course “purpose” means different things to different employees but Dan Pontefract, author of The Purpose Effect, provides the following guidelines.

Be appreciative. Restaurants that have successfully implemented programs focused on rewards and recognition of their employees have reported better productivity, stronger engagement, retention, and loyalty. Cracker Barrel, for example, has a strong rewards and recognition program and boasts improved turnover rates.

Be engaging. Sharing organizational goals and plans with every team member, no matter their role, creates a feeling of purpose. In and Out Burger is one chain praised by current and former employees for its positive work environment.

Be ethical. This is key to an organization’s integrity. It says to employees and customers that the company is taking responsibility. This fosters a sense of pride in the company for the employee.

Be fair. When a culture based on fairness permeates the entire organization, the results are improved “people practices” throughout. Make sure that your organization has a level playing field for all employees to succeed and advance. Restaurants like Five-Guys and TGI Fridays consistently top lists of the “best restaurants to work” because they promote heavily from within. These brands also offer benefits that help any employ with the desire, advance to higher levels in the company.

Be inclusive. Identify and recognize all that are affected by your company, including clients, employees, families, community, and beyond. Next, seek ways to serve all these entities as stakeholders and acknowledge each group as an integral part of your success.

Be flexible. When possible allow employees the opportunity to self-schedule. This has been shown to increase employee satisfaction which is the number one driver of productivity.

Employees are the single most valuable asset of your business. Understanding when and how to show that you value your employees is imperative in management and retention. This will reflect outwardly in terms of productivity and workplace satisfaction. In the lean business economy of today, there is no easy solution for employee burnout. With these strategies, however, companies can move toward increasing employee engagement and satisfaction as well as improving retention.

You might also like…

Lessons from Las Vegas

Lessons from Las Vegas

In the aftermath of the horrific mass shooting in Las Vegas, it’s important to refresh yourself and your staff on the best practices that have been in place for many years.

read more
Work Culture: Creating A Place To Love Not Leave

Work Culture: Creating A Place To Love Not Leave

A great work culture not only makes your business more fun and less stressful for you and your employees, it is critical to your competitive success. Find out why it’s good business to be a happy business in our latest post!

read more

Experience Sirvo for yourself

Sign up now to find hospitality jobs and hire top industry talent.
Why Giving Thanks is Good for Your Career

Why Giving Thanks is Good for Your Career

Soon, we will gather to celebrate Thanksgiving, acknowledging our blessings and giving thanks for our good fortune. It’s a lovely tradition. But this year, why not try to extend the practice of gratitude beyond the Thanksgiving table to the workplace? Most of us rarely give or receive thanks at work, but why’s this the case? In part, there’s the belief that we shouldn’t have to thank people for doing things they’re paid to do. But it’s also because we often feel uneasy about the correct way to say thanks in the workplace. So, in the holiday spirit, here are a few suggestions to help ease the way.

Just say it

Skip the email or text and go tell that awesome co-worker or manager how much you appreciate him or her. But tailor your delivery to the recipient; some people prefer to be acknowledged in private, others bask in public praise. Exactly what you say is up to you, but for the greatest impact, make sure it’s specific, heartfelt and genuine. It’s remarkable how even a few words of praise will help improve your work relationships.

It’s remarkable how even a few words of praise will help improve your work relationships.

Send an e-note

We all complain about getting too much e-mail. But have you ever complained about getting a personalized e-mail expressing genuine thanks? I doubt it.

In his book, The Happiness Advantage, positive psychology researcher Shawn Achor recommends starting your mornings by spending two minutes writing an e-mail of praise or thanks to a different friend or colleague each day. It doesn’t need to be long; just a few sentences will suffice.

Try to do it for at least 21 days (the time it takes to establish a habit). Sending these e-notes will not only increase your happiness, they’ll help broaden and cement your work relationships.

Write a thank-you card

Handwritten cards are an increasing rarity in the Internet age. So the next time you want to show your appreciation to a work colleague or someone in your professional network, consider doing it the old-fashioned way. A thank-you card is a heartfelt way to express your gratitude when a co-worker has gone above and beyond, or after the completion of a huge event or project.

If you’re in job search mode, you should always send a thank-you note soon after an interview, either by e-mail or card. But don’t forget to send a handwritten note of thanks to friends and colleagues who’ve actively helped you during the search, too.

Within every workplace, there are employees who put incredible effort into jobs that few ever notice.

Thank the people who never get thanked

Within every workplace, there are employees who put incredible effort into jobs that few ever notice: the janitor who mops the floors, the admin who perfects her manager’s PowerPoint, the cashier who always remember your lunch order, the temp who answers the phones…

If you’re in a position where you can thank these workers with a raise, bonus or promotion, I urge you to do so. But all of us, no matter what our rank, have the power to make other people feel appreciated. It may not offer a direct payoff, but it’s the right thing to do and good karma is never a bad thing.

So the next time you’re about to walk past one of these workers, stop, chat and express your gratitude. Doing so won’t take much time and will likely prove the highlight of their day — and yours.

Practice gratitude

Beyond expressing thanks to others, it’s equally important to focus on all that you are grateful for in your own life.

Positive psychology research shows that by regularly practicing gratitude you can significantly improve your happiness. This can ultimately pay off for you in your career, since happier people are more productive, engaged and resilient workers. It’s why Achor says, “The greatest competitive advantage you could have is a positive and engaged brain.”

Here are three simple practices to consider:

1. Keep a gratitude journal. Spend two minutes a day making note of at least three new things you’re grateful for and do it for at least 21 days. Positive psychology research has shown that keeping track of what you are thankful for trains your brain to scan for the positives in your life and stimulates production of serotonin and dopamine — the brain’s “feel-good” chemicals. That in turn, reduces feeling of anxiety, stress and helplessness, which is an invaluable aid for navigating an uncertain workplace.

2. Savor happy memories. Rekindling happy moments from the past is a proven way to boost your mood, which, in turn, can make you more productive and resilient at work.

Fortunately, the holidays offer a wonderful chance to share treasured family videos, photos and family stories with loved ones. But you can reap the benefits of savoring fond job-related memories, too. Surround yourself at your workplace with things like photos of conferences you attended or awards you received. Or get together with colleagues to swap humorous “war stories” and remind each other of important accomplishments.

3. Be grateful for what you’ve learned from career setbacks. Nobody enjoys when things don’t go well at work. But you can lessen the pain when you acknowledge their lessons and reframe the losses as potential gains.

A few questions to help you find the silver lining:

  • What lessons did this experience teach me?
  • Can I find a way to be thankful for what I learned or gained from this experience, even though I was initially disappointed by it?
  • What new abilities did the experience draw out of me?

This article was originally published on Forbes.

You might also like…

Avoiding Negative Chef Stereotypes

Avoiding Negative Chef Stereotypes

There are plenty of stereotypes surrounding the role of the chef–and all too many of them are negative. Learn to create a kitchen that’s fun to work in while still maintaining the expectations of the restaurant’s customers and avoiding these chef stereotypes!

read more

Experience Sirvo for yourself

Sign up now to find hospitality jobs and hire top industry talent.
Open Call for The Stanley Marketplace Career Fair

Open Call for The Stanley Marketplace Career Fair

Sirvo is proud to announce that on Saturday, September 24th we will be at Stanley Marketplace’s Career Fair, located at 2501 Dallas St., Aurora, CO. Residing in a hangar formerly owned and operated by Stanley Aviation (once Aurora’s largest employer), this new marketplace is sure to be one of Colorado’s hottest locations to shop, eat, drink and have fun!

STANLEY MARKETPLACE CAREER FAIR

Saturday, September 24th 2016

2501 Dallas St., Aurora, CO

1:00 PM – 4:00 PM

Pre-Registration is Required-Head Here to Register

More than 50 independently owned and operated businesses will all be gathered under one roof looking for that next great hire to join their team in one of the most anticipated openings of 2016. This is the place to work!

The marketplace has two levels of retail shops, restaurants, microbreweries, coffee shops, ice cream, bakeries, salons, health and fitness studios and so much more! Located in northwest Aurora, The Stanley Marketplace is part of a continued revitalization effort that seeks to take older structures located in the city and restructure them in a way that pays homage to their former glory. A lot of thought and effort is put into these types of spaces and it is meant to be a modern gathering place where you can bring friends or family and spend a day enjoying yourself.

More than 50 independently owned and operated businesses will all be gathered under one roof looking for that next great hire to join their team in one of the most anticipated openings of 2016.

Denverites are already accustomed to this type of scene, as many of us frequent The Source or Industry, both located in RiNo. So when you are wondering what Stanley will look like, think of those buildings and triple the amount of things to do and places to visit. The space is so huge it will also play host to some of the best art, food, music and cultural events (or “Happenings“) we all love to partake in as Coloradans; including CherryArts at The Stanley and 5280 Eats hosted by 5280 Magazine!

So, if you are looking for a fun and exciting environment to work in and have been waiting for an opportunity like The Stanley Marketplace to arrive, then come see us on Saturday, September 24th with your Sirvo resume printed and ready to go! With a place this popular, this is your chance to get your foot in the door. If you have any friends that you think would be interested in applying to work at The Stanley or are looking for a position in hospitality in general, share this blog post and tell them to head over to Sirvo and create their profile.

See you there! 

You might also like…

Avoiding Negative Chef Stereotypes

Avoiding Negative Chef Stereotypes

There are plenty of stereotypes surrounding the role of the chef–and all too many of them are negative. Learn to create a kitchen that’s fun to work in while still maintaining the expectations of the restaurant’s customers and avoiding these chef stereotypes!

read more

Experience Sirvo for yourself

Sign up now to find hospitality jobs and hire top industry talent.

Restaurants Answer Call for Local and Organic Foods

Restaurants Answer Call for Local and Organic Foods

Many restaurants are beginning to understand why organic matters. An increasing number of restaurants are offering wider selections of organic and local produce menu items due to the large consumer demand. Most consumers are not aware that, the term “local” can mean the produce was grown as many as 400 miles away; however the term “organic” must adhere to strict government standards. 

Why the Interest in Locally Sourced Foods?

A recent survey conducted by Technomic, suggests that a large percentage of consumers prefer to purchase locally sourced beverages and foods. As many as 26% are willing to pay more in order to get them. Additionally, more than 50% of customers reported eating locally sourced food items at least once a week.

More than 50% of customers reported eating locally sourced food items at least once a week.

Over 50% of individuals surveyed claimed they prefer local foods simply because they consider them to taste better. The majority said they wanted to eat less processed and natural foods. Other consumers stated that they consume these foods out of concern for the environment, and wanted to contribute by supporting local businesses and farmers.

However, consumers are not the only ones attracted to locally sourced, organic foods. The National Restaurant Association polled 1,600 chefs about the latest food trends for 2016. The majority of the chefs included the word, “local” in three of the top 10 responses. These responses included:

  • Meats and seafood that are locally sourced
  • Produce that is locally grown
  • Hyper-local sourcing

Brands Responding to Consumer Demands

Due to the consumer demand for high quality organic and locally sourced ingredients continues to rise, food manufacturers have jumped on the band wagon to widely respond to the trend.

One report suggests that even those consumers who order carry-out items are questing locally sourced, organic foods. Technomic MenuMonitor data shows five-year increases in local organic food requests by:

  • 150% for desserts
  • 137% for entrees
  • 82% for appetizers

This has led to…

  • Wendy’s adding organic beverages
  • Elevation Burger adding pure organic beef burgers
  • Noodle & Co. offering organic tofu and naturally raised pork products
  • Papa John’s using freshly picked, within six hours, tomatoes in their sauce

But that’s not all…

In 2015, Panera introduced the “transparent” menu, beginning a movement toward clean eating. Most recently the food chain produced a clean soup menu to support the initiative toward selling locally sourced and organic foods, and has been rewarded for its efforts.

According to Technomic’s most recent survey, the company stands as a leading fast food chain. Quality Systems Regulations (QSR) have witnessed increases in sales and brand equity by including local and organic foods on their menus.

Tender Greens, a California based company, has built a substantial consumer following by providing fresh, local produce and has begun experimenting with aeroponic towers of vegetables that appear within the restaurants themselves. As testament to its success, Tender Greens is expected to expand to New York City.

The Future of Organic and Local Food

Restaurateurs who have been authentic and trustworthy about what ingredients are used in their products and where they come from, are those who have most highly succeed. Regardless of how consumers perceive or define the food items they demand, the industry is clearly moving toward a well-defined, clean-eating trend that extends toward a healthier way of life.

The industry is clearly moving toward a well-defined, clean-eating trend that extends toward a healthier way of life.

More and more consumers are demanding information about how foods are being prepared. They want to know about food portions and how it is prepared. Consumers are interested in exactly what the ingredients are, where they originated, and what a given restaurant’s effect is on the environment.

The industry can expect to see a steady increase in organic and locally sourced menu offerings among QSRs. This is a move that can serve, not only to attract new consumers, but also to meet the demands of former and existing consumers. The growing emphasis being placed on sustainability, transparency and food safety will only strengthen this trend.

You might also like…

Lessons from Las Vegas

Lessons from Las Vegas

In the aftermath of the horrific mass shooting in Las Vegas, it’s important to refresh yourself and your staff on the best practices that have been in place for many years.

read more

Experience Sirvo for yourself

Sign up now to find hospitality jobs and hire top industry talent.