ProServe Complete Exam Questions and Answers
Management Positions Required to Take ProServe Training
Liquor sales and service:
Owners involved in the day-to-day operation of the business, their managers and supervisors.
Security:
Security managers and supervisors that work for the busine...
Private clubs, special events and community fundraisers have the same legal responsibilities as
businesses that sell or serve liquor for profit.
For this reason, many insurance companies require that people selling or serving liquor have valid
ProServe training at any time liquor is sold or served on their property.
GLC strongly recommends that all holders of Class C and special event licences
take ProServe Liquor Staff Training so that the workers understand how to sell and serve liquor
responsibly. Volunteers who sell or serve liquor or work as security at a Commercial Public Resale
Special Event must have valid ProServe training as of the first date of the special event.
Who needs this certification
Full- and part-time workers in Class A, B, D, E, F and Duty Free licensed premises or at a Commercial
Public Resale Special Event:
Licensed premises owners that are responsible for directly managing a licensed premises
Managers, supervisors and retailers
Bartenders, servers, greeters and hosts
Drink ticket sellers
Security staff (directly employed or contracted by the licensee)
Owners and managers of a company contracted to provide security
Full- and part-time liquor agents:
Persons registered with the AGLC as a liquor agency and their employees whose duties include the
sampling of liquor products
oServe helps you understand how to sell and serve liquor responsibly in situations where liquor is sold
and/or served. This includes selling closed liquor to a person at a liquor store or selling and serving
open liquor or mixed drinks to a person who will drink it where it was bought (in a bar, restaurant,
stadium, casino).
,It also includes other jobs connected with liquor service (for example, a delivery service, security,
liquor sampling, selling liquor tickets).
ProServe helps sellers and servers of liquor to understand what duty of care is, and how to prevent
foreseeable harm to customers and patrons. The program also helps staff and volunteers understand
some of Alberta's liquor laws and what AGLC's policies are.
These rules are in place to help protect people who work in the liquor industry, their customers,
patrons and property from liquor-related harms. This program does not include information on all
liquor laws or policies.
Here are tips about learning the information in the ProServe program:
The portions of policy that are related to social responsibility are discussed in this course. The full
policy, laws and regulations that apply to licensees and their employees are available at AGLC's
website at aglc.ca.
Whether you work in a liquor store or in a place where liquor is sold and served, the general concepts
in this program will be useful for you to do your job responsibly.
If an idea doesn't seem useful right away, don't ignore it. Instead, ask yourself, "How can I use this
information to help me where I work?"
If you are a manager, supervisor or owner, consider including some of this information in your house
policies and operating plans to help serve and sell liquor responsibly.
Proserve training is designed to:
Help employers, hosts and workers be socially responsible.
Help make a safe and enjoyable atmosphere for guests while keeping property and people safe.
Help you know and follow the liquor laws that affect the work you do.
Promote the responsible sale of liquor in stores and places where liquor is served.
Help you recognise when people appear to be intoxicated. You will learn how to stop service or how
to say "No" when those customers or guests want to buy or drink more liquor.
Help you understand that there are many people involved in responsible liquor service. All staff need
to work together as a team to keep everyone safe.
Serving liquor responsibly takes teamwork. This means that many people are involved with keeping
customers and guests safe.
Most people think it's only the server or bartender in a pub, or the cashier in a liquor store whose job
it is to make sure liquor is sold responsibly. But that's not true. These people are part of a much larger
team.
Other people do jobs that help support responsible liquor service because they deal with customers
too. They can:
help you identify people who are under the age of 18 (minors)
point out people who show signs of being intoxicated by liquor or a drug
tell you when they think a customer or guest has been over-served
make supervisors aware when liquor is illegally bought or stored
,Primary service providers are people who are connected with liquor service or sales and have direct
contact with customers or guests. Security staff have a special role; they can monitor customers upon
arrival or departure, observe customer behaviour, and may see liquor being hidden.
Bartenders
Food and beverage servers
Clerks at a liquor store
Maitres d'
Supervisors
Managers
Liquor agency representatives
Greeters, hosts and hostesses
Delivery service staff
Ticket-takers and sellers
Security staff
Secondary service providers do not sell or serve liquor themselves, but they do work in a place where
liquor is served or sold. They usually do not have direct contact with customers or guests.
Parking attendants
Bussers
Stock clerks
Maintenance personnel
Ushers
Slot operators and attendants, dealers, Monitor Room personnel in casinos
Janitorial staff
In this program, duty of care means
that you have a responsibility to your customers to make sure liquor is sold or served in a safe and
responsible way. You must make sure that no one is hurt because of the way you've done your job.
Think of duty of care as your duty to care about your customers.
courts of law expect workers in the liquor service industry to
sell and serve liquor safely. Insurance companies may also expect workers and volunteers to take
responsible liquor service training.
People who buy and drink liquor sometimes drink so much that they are not in control of what they
say and do. They may make poor choices that could cause them to hurt themselves or other people,
or to put themselves in dangerous situations.
Because of this, servers, retailers, managers and owners are expected to do what they can to protect
their customers and guests from drinking too much liquor and making poor choices that could cause
harm to themselves or someone else.
In law, this is called a duty of care.
As a manager, supervisor or special event host, how will I know when I have a duty of care?
When following laws and policies to do business or have an event.
When servers report a problem with someone who may be intoxicated by liquor or a drug.
To help staff or volunteers to slow service when needed, or to say "No" (stop service) to people who
appear to be intoxicated.
, To help staff or volunteers manage problem customers or guests who may be intoxicated.
To help deal with a customer or guest who may be intoxicated, but insists on driving.
Training staff to make sure that liquor is not sold, served or given to minors.
As a manager, supervisor or special event host, how can I do my duty of care when I am at work?
Work with other staff to make house policies for safe service. Make sure these policies are followed
during all hours of operation.
Working in less crowded areas and having enough staff on shift means it is easier to watch how much
customers or guests have had to drink. This helps staff notice when someone appears to be
intoxicated by liquor or a drug, so problem situations can be dealt with quickly and safely.
I can have a plan to help people who appear to be intoxicated by liquor or a drug get home in a safe
way. Help all workers know what to do before their shift starts.
I can help new workers to do their duty of care when a customer who appears to be intoxicated
comes in.
I need to make sure all workers are trained to check ID and know how to stop selling or serving to
guests who are intoxicated but want to buy liquor.
As a worker, how will I know when I have a duty of care?
When a customer or guest who appears to be intoxicated enters your place of work or comes to the
special event you're volunteering at.
When you have to stop liquor service to a customer or guest.
When a customer who appears to be intoxicated leaves your place of work or special event.
When a guest who appears to be intoxicated tries to buy liquor or asks another guest to buy or order
liquor after service was stopped.
When an underage guest asks for a drink, tries to buy liquor from you, or accepts delivery of liquor for
someone else.
When you need to ask a customer who may be intoxicated to leave your event or place of work.
As a worker, how can I do my duty of care when I am at work?
I should think about how my customers will get home safely at the end of the evening. I can be ready
to help them get a cab or other safe way home.
I need to know how to stop liquor service or sales to customers who appear to be intoxicated and
want to buy liquor.
I need to be aware of how much my customers have had to drink, and watch for signs that they may
be intoxicated.
I need to know how to ask for and check ID.
I need to know and follow house policies at work. Working with my co-workers, as a team will help
make the night safe and fun for all.
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