Question 1
Scenario
A patron approaches the bar at midnight and demands a shot. He does not appear to be intoxicated
and this is the first drink the patron has ordered. However, it is against your venue’s House Policy to
serve shots after midnight.
Answer: Hi, How are you? How was your eveni...
question 1 scenario a patron approaches the bar at midnight and demands a shot he does not appear to be intoxicated and this is the first drink the patron has ordered however
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Academies Australasia College
IT ICTICT511
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Question 1
Scenario
A patron approaches the bar at midnight and demands a shot. He does not appear to be intoxicated
and this is the first drink the patron has ordered. However, it is against your venue’s House Policy to
serve shots after midnight.
Answer: Hi, How are you? How was your evening? I can not serve you a shot as we don’t serve
shot after 10pm. It’s our house policy. Would you like a drink with post mix instead? Or beer?
Part 1
As it is against House Policy to serve drinks in this manner, you need to refuse service of the shots.
Remember, this is not a full refusal of service due to signs of intoxication, this is a refusal to serve a
specific type of drink the patron ordered, as it is against House Policy.
In your response you will demonstrate how you would communicate with the patron by talking to the
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Assessor as though they are the patron. Give the patron a WARNING about ordering drinks that are
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against the venue’s House Policy.
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In your response make sure to:
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Use the appropriate tone of voice;
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Give the patron a WARNING; and
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Make attempts to defuse the situation.
View Slide (course notes to help answer this question)
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aC s
vi y re
Part 2
Considering the scenario in part 1, explain to the patron the consequences they may face if they
continue to demand service that is against House Policy.
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Answer: Listen sir its against our house policy to serve shots at this time. If you keep insisting I have
to ask you to leave the premises or I have to call the police. If the police arrive here, you will be
fined for this act. Security! can you please take care of this gentle man please?
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In your response make sure to:
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Make references to what might happen to the patron if they do no not comply with the refusal
to serve drinks that are against House Policy.
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View Slide (course notes to help answer this question)
This study source was downloaded by 100000793680026 from CourseHero.com on 06-26-2021 05:09:44 GMT -05:00
Question 2: Preventing Intoxication: Early Intervention
If a patron has been drinking alcohol for three (3) hours without eating or drinking anything else –
what two (2) different alternatives to consuming alcohol might you offer to them?
In your response, talk to your Assessor as though they are the patron. Offer them at least two (2)
different alternatives.
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er as
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eH w
Answer: Hello friend how are you doing? Looks like youre having a great night here today. I have
been watching you from last couple of hours, youre just drinking alcohol and now if I keep serving
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you alchol its against the RSA. So would you like to give break for a while and drink some
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complementary food, postmix or water?
ou urc
In your response make sure to:
Use the appropriate tone of voice; and
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Offer at least two (2) different alternatives to drinking alcohol.
aC s
vi y re
View Slide (course notes to help answer this question)
ed d
ar stu
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Question 3: Refusal & Eviction Role-Play
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Note
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Unlike the previous portion of the assessment, during the role-play you will not have prior knowledg
before the phone call with the Assessor. You will only have the scenario to help you prepare for the as
and familiarize yourself with responsible service of alcohol practices that may assist you during the r
This study source was downloaded by 100000793680026 from CourseHero.com on 06-26-2021 05:09:44 GMT -05:00
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