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With intoxicated females, always have a witness and when

Possible enlist a female employee to aid in the process.

YYoouurr PPeerrssoonnaall SSaaffeettyy ► Protect yourself with distance, avoid being

surrounded, maintain an open line of flight.

► Don’t argue with an intoxicated person,

arguing is useless and may lead to a

physical confrontation.

► If your physical safety is threatened, call

security for assistance.

RReessppoonnddiinngg RReessppoonnssiibbllyy ► Employees are not to transport intoxicated

persons. Notify valet not to release

vehicle.

► Seek assistance from the person’s friends,

family members or police when required.

► Impaired or intoxicated youth on property,

parents or police should be called.

Denying or stopping alcohol service is not an enjoyable task,

however, it is an extremely important one. When dealing

with an intoxicated guest or patron, the guest’s well-being

and the safety of others depends upon the actions you take.

Notify your manager when possible and have a co-worker

watch as you refuse alcohol to a guest. You may appreciate

the co workers help.

► When possible advise privately or move the guest away

from others.

► Discreetly, calmly and firmly state the hotel’s policy; “I am

sorry, but due to County ordinances I’ve served you all the

alcohol that I am l allowed.”

► Don't argue or offer resistance to verbal assault, use

"fogging techniques", i.e. agreeing with the possibility of

what the person is saying. Look for a "workable

compromise" and make a reasonable agreement.

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► Do not judge the guest or make accusations.. Do

not say, ”You have had too much to drink”.

► Reiterate policy, “For your safety, we are unable

to provide further alcohol service”.

► Offer or bring a non alcoholic beverage.

► A senior F & B manger should be advised and

involved if it is a particularly difficult person.

► Communicate to all F & B outlets, including Room

Service, RAM, Guest Services and Security to

insure intoxicated persons are not served.

► Advise Room Service not to serve alcohol,

to impaired or intoxicated guests.

► Call for Security assistance and back up.

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Security and the Resort Assistant Manager

or Outlet Manager at times will need to

assist in escorting intoxicated guests to

their room for safety purposes seek

additional support when appropriate.

► Verify the name and occupancy of the guest to

insure they go to the proper room.

► Evaluate the persons condition and determine

if 911 emergency services should be called.

Consider all information, are there other

medical conditions? Heart condition, Diabetes,

Seizure, etc.

► When in doubt of intoxicated person’s medical

state, be safe notify 911 service for assistance.

► Notify a senior manager and ascertain who

should be called if 911 services are being

contacted. (Group contact, Security Mgr. etc.)

� Be Directive and Present Positive Alternatives

� Show respect, but define your limits and stick to them.

� Try to get the person seated and or distracted from the source of anger.

Explain what you are doing before you touch someone.

� To argue or attempt to reason with a person in an intoxicated condition

is likely to create frustration, remain firm.

� An intoxicated person can sense how those around feel toward him or her.

Through tone of voice, expression, and movements, one can demonstrate

concern for the welfare of the intoxicated person.