Question $1$: Provide appropriate assistance to different customers when refusing service

Scenario

You are working at a busy nightclub and have been monitoring a patron for the last hour. The patron has not ordered a single drink, but you have noticed significant changes in their behaviour since they first arrived at the venue.

They have become increasingly agitated and jittery, bouncing around, and talking at a rapid pace. Another employee has mentioned that they have seen the patron enter the toilets several times since they have arrived at the venue. You start to think they could be affected by something other than alcohol, considering they have not ordered an alcoholic drink since they have arrived.Consider what may cause this type of behaviour.

Keep in mind you may not know if or what a patron is affected by but you must still respond to any signs of potential intoxication or drug use appropriately. Any decisions made about the state of a patron, refusal of service or assistance provided need to be supported by what you have observed, the reasonable belief you have formed and your duty of care.

Part $1$

The patron approaches the bar and asks for a vodka and soda. You notice that their pupils are dilated and they are grinding their teeth.

Demonstrate how you would refuse service to this patron.

In your response make sure to:

Speak as if you are speaking to the patron $-$ answers provided outside of the roleplay will not be accepted;

Correctly identify what the patron appears to be showing signs of and refuse service based on this;

Clearly explain why they are being refused service $-$ In a situation where you believe a patron may be intoxicated or under the influence you need to be able to communicate this clearly to them. Vague references or terms are not acceptable; and

Not be judgemental or accusatory $-$ you are just forming a reasonable belief

View Slide $($course notes to help answer this question$)$

Feedback From Assessor

In a situation where you believe a patron may be intoxicated or under the influence you need to be able to communicate this clearly to them. Also you mentioned'please feel free to enjoy the venue'? What does the House Policy states about someone being intoxicated in the venue? uestion

Question $2$: Refusal of Service & Eviction of Emotional Patron

A patron who has been drinking alcohol for a few hours approaches the bar to order another drink. You have been monitoring them and know they have not eaten any food during this time. You notice they are now stumbling when they walk and slurring their words.

You have a reasonable belief that they have had too much to drink and must refuse service based on the House Policy.

Part $1$

Demonstrate how you would refuse service to this patron.

In your response make sure to:

Speak as if you are speaking to the patron $-$ answers provided outside of the roleplay will not be accepted;

Refer to supporting evidence to support your refusal; and

Use the appropriate tone of voice and appear non$-$judgemental

View Slide $($course notes to help answer this question$)$

Feedback From Assessor

You are almost there, as part of your answer, please make sure you refer to supporting evidence to support your refusal. That is$,$ when you refuse someone, give reasons based on the law, or house policy, and make it clear that there is no personal dislike or criticism involved.uestion

Question $3.$ It is $1$:$00$am when a patron approaches the bar and tries to order a shot. The patron is not intoxicated but you refuse service as the House Policy states no shots after midnight. The patron does not accept the refusal and argues you should still serve them the shot.

The House Policy outlines what will happen if the patron refuses to comply with your warning.

Explain to the patron the consequences they may face if they continue to demand the shots based on the House Policy.

In your response make sure to:

Speak as if you are speaking to the patron $-$ answers provided outside of the roleplay will not be accepted;

Explain what will happen to the patron if they do not comply based on the House Policy

For the purpose of this scenario you only have to explain the consequences to the patron if they fail to imply with your warnings. You don't have to ask them to leave the premises as they are not intoxicated yet. Please reword your answer based and state the consequences.