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How Maryland TIPS Certification Prepares Servers for the Unexpected: Real-Life Scenarios and Solutions
- 08 Oct, 2024
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As a server, bartender, or manager working in the food and beverage industry, there’s more to your job than just providing excellent service. You’re often the first line of defense when it comes to preventing alcohol-related incidents. This responsibility can sometimes place you in stressful and unpredictable situations, which is why training programs like the Maryland TIPS Certification are so vital.
This certification program equips alcohol servers and sellers with the skills they need to handle real-life scenarios involving intoxicated guests, underage patrons, and other potential risks. Let’s explore some of these real-life scenarios, how the Maryland TIPS Certification prepares you for them, and the practical solutions you can implement to keep both your establishment and your patrons safe.
Scenario 1: Handling a Highly Intoxicated Customer
Q: What should you do if a customer is clearly intoxicated and continues to order drinks?
One of the primary responsibilities taught in the Maryland TIPS Certification program is recognizing signs of intoxication. If you notice a customer exhibiting slurred speech, impaired motor skills, or overly aggressive behavior, it’s your job to stop serving them alcohol.
Solution:
- Assessment: Before jumping to conclusions, assess the customer’s level of intoxication. Have they been drinking elsewhere, or is this their first drink? Are there any visible signs of intoxication?
- Communication: Politely but firmly inform the customer that you cannot serve them any more alcohol. A great way to phrase this is, “For your safety, I can’t serve you any more alcohol, but I’d be happy to offer you some food or non-alcoholic drinks.”
- De-escalation: Should the customer become upset, remain calm. TIPS training emphasizes the importance of non-confrontational communication. If needed, involve your manager or security to help handle the situation without escalating the conflict.
Scenario 2: Spotting a Fake ID
Q: A customer who looks underage provides you with an ID, but something feels off. How do you handle this situation?
Spotting fake IDs is a critical part of responsible alcohol service, and Maryland TIPS Certification covers the key tactics for identifying fraudulent IDs.
Solution:
- Examination: Compare the ID photo with the customer. Check for discrepancies in height, eye color, or date of birth. Examine the quality of the ID — holograms, fonts, and general texture are all giveaways.
- Verification: If you have any doubts, ask for a second form of identification. Politely say, “Just to be thorough, do you have another form of ID I can check?”
- Refusal: If the ID still seems suspicious, do not serve alcohol. Politely inform the customer that you cannot accept the ID, saying something like, “I’m sorry, but I need to follow our company’s policies regarding age verification.”
Scenario 3: Dealing with a Group of Rowdy Customers
How do you handle a group of customers who are becoming loud, rowdy, and disturbing other patrons?
It’s common to deal with groups who may not realize their behavior is disruptive. The Maryland TIPS Certification trains servers to handle such scenarios with a combination of assertiveness and customer service.
Solution:
- Observation: Assess the situation from a distance. Are they being too loud? Are they showing signs of intoxication? Are they upsetting other patrons?
- Intervention: Approach the group calmly and with a smile. A good tactic is to engage them in a friendly, non-confrontational way. For example, “Hey folks, I’m just going to ask that we keep the noise level down a bit so everyone here can enjoy their time.”
- Monitoring: After your initial interaction, keep an eye on the group. If their behavior worsens or if they become belligerent, you may need to involve management or security.
Scenario 4: Preventing Overconsumption in a Long-Stay Patron
Q: A customer has been sitting at your bar for several hours and continues to drink slowly. How do you prevent them from becoming overly intoxicated?
Maryland TIPS Certification stresses the importance of pacing alcohol service and monitoring customers, especially those who stay for long periods.
Solution:
- Pacing: Try to slow the rate at which you serve the customer. Offer water or food between drinks. You can suggest items from your menu, saying, “How about some appetizers to go with that drink?”
- Communication: Keep a friendly but watchful eye on the patron. If they show signs of intoxication, it’s time to cut them off. You can say something like, “You’ve been here for a while, and I want to make sure you get home safely. Let’s wrap it up with a coffee or a water.”
- Exit Plan: If needed, help arrange for safe transportation, whether by calling a cab or helping the customer arrange for a rideshare service.
Scenario 5: Addressing an Underage Friend in a Group
Q: A group of legal-age customers orders drinks, but one person in the group looks underage and isn’t drinking. What should you do?
It’s not uncommon for underage individuals to join groups of drinking-age friends. Maryland TIPS Certification emphasizes the importance of preventing “second-party” sales — when someone buys alcohol for a minor.
Solution:
- Observation: Keep an eye on the underage individual. Are they being offered alcohol by their friends? Do they have a drink in hand despite not ordering one?
- Prevention: When serving the group, mention that all alcohol must stay with those who ordered it. You can say, “Just a reminder, everyone who’s drinking needs to be 21 or older. I’ll need to check IDs if anyone else orders.”
- Enforcement: If you suspect someone in the group is attempting to provide alcohol to the underage person, address it directly by saying, “For legal reasons, I can’t allow anyone under 21 to drink in this establishment, so please don’t pass any drinks.”
Scenario 6: Managing an Aggressive Patron
Q: How do you handle a customer who becomes aggressive or hostile after being refused alcohol service?
: Unfortunately, denying someone alcohol can sometimes escalate into aggressive behavior. The Maryland TIPS Certification program provides tools for de-escalation and conflict resolution to ensure safety.
Solution:
- Stay Calm: Keep your tone calm and your body language non-threatening. Use open gestures, avoid crossing your arms, and maintain eye contact.
- Defuse the Situation: If the customer becomes aggressive, calmly explain why you made your decision. You can say, “I understand this is frustrating, but I have to follow the law and our company policy.”
- Get Support: If the situation continues to escalate, call for backup from a manager or security. Never put yourself or others in danger by attempting to handle a volatile situation alone.
Conclusion: Why Maryland TIPS Certification is Essential
The real-life scenarios presented here illustrate just how unpredictable the world of alcohol service can be. The Maryland TIPS Certification offers invaluable tools for recognizing the signs of intoxication, preventing underage drinking, and handling difficult customers with confidence and professionalism. Whether you’re a bartender, server, or manager, this certification provides you with the knowledge and skills to manage alcohol-related risks effectively.
By equipping yourself with TIPS training, you’re not only protecting your customers but also safeguarding your career and your establishment’s reputation. When it comes to alcohol service, being prepared for the unexpected is a crucial part of responsible hospitality.