1_Handle_Intoxicated_Guest_housekeeping 300812.pptx

Housekeeping

1. deal / handle with intoxicated guest Unit Code: D1.HHK.CL3.06 Slide

2. Deal / handle with intoxicated guest This unit comprises four Elements: Determine the level of intoxication Appropriate Procedures Comply with Legislation Slide

3. Assessment Assessment for this unit may include: Oral questions Written questions Project Work s Workplace observation of practical skills Practical exercises Slide

4. Determine the level of intoxication Slide

5. Determine the level of intoxication Tool to help identify intoxication: Coordination. Being clumsy, bumping into furniture and other people, staggering, falling down, tripping over things, inability to walk in a straight line, inability to lift a glass, knocking things over Alcohol smell . Unsteady. Big changes in mood overtime, become isolated from group, over affectionate to strangers, extremely outgoing, wanting to cause arguments, body language (Continued) Slide

6. Determine the level of intoxication Tool to help identify intoxication: Slurred speech . Having trouble talking in a normal manner, speech become slower and slurred, volume of speech become louder, person become outspoken Eyes glazed . Eyes seem unfocused or glassy Slide

7. Determine the level of intoxication Identifying intoxication: A person is said to suffer from alcohol intoxication when the quantity of alcohol the person consumes produces behavioral or physical abnormalities. In other words, the person's mental and physical abilities are impaired. In addition to the signs of physical and mental impairment, alcohol levels can also be measured in the blood. Slide

8. Determine the level of intoxication Identifying intoxication: 1. Evaluate each person’s potential for intoxication based upon their physical characteristics. Although alcohol affects everyone similarly, the speed at which it does so will be different based upon these physical characteristics. 2. Watch if the person is becoming more talkative and beginning to lose some control of knowing how far they can go in a social setting, they are showing the first signs of intoxication. 3. As the person becomes intoxicated, inappropriat behavior that their normal personality would not allow for them is shown. Foul language, green jokes, and overly flirtatious behavior are signs of poor judgment. (Continued) Slide

9. Determine the level of intoxication Identifying intoxication: 4. Once drinking alcohol begin to show signs of physical impairment, first get them to stop drinking any more alcohol. Some signs of physical impairment are slurred speech, slow or clumsy movements, swaying, dropping objects (e.g., goods, money, keys) or forgetting thoughts in mid-sentence. Talking slowly or moving slowly or in a nearly robotic fashion are signs as well. 5. If a person shows a loss of motor control or function, or poor coordination, they must not be left alone and they could become a danger to themselves or others. Stumbling or swaying, having difficulty with depth perception and dropping things repeatedly or having difficulty picking them up are signs that the person has progressed to this level. (Continued) Slide

10. Determine the level of intoxication Identifying intoxication: 6. Remember that there are people who could bear with alcohol.The only way to determine their intoxications is on the number of bottles drank. Redness in the body’s extremities can also be a sign of alcohol use but such flush reactions are not a sign of visible intoxication. For some people a single drink will cause this reaction. Slide

11. Apply Appropriate Procedure Slide

12. Apply Appropriate Procedure Handling intoxicated guests: Types of assistance: 1. Talk to the guest or guest friend 2. Briefly explain your responsibility 3. Promote non-alcoholic drinks 4. Offer food 5. Offer low-alcoholic beverage 6. Offer water 7. Slowing down service 8. Advise other staff Slide

13. Apply Appropriate Procedure Handling intoxicated guests: Types of assistance: 9. Refer matter through pager, signal whether verbal or non-verbal, button, mobile phone, telephone or posters with contact number to: a) Internal (hotel) staff such as: - supervisor or hotel manager - security guard - DJ or radio announcer b) External (outside hotel) such as: - police in the event of any activity that is breaking the law or likely to increase the risk of harm to all patrons and staff - fire if there appears to be a like hood of fire - ambulance in the event a person requires medical assistance Slide

14. STEPS IN HANDLING INTOXICATED GUESTS Slide

15. STEPS IN HANDLING INTOXICATED GUESTS STEPS Tell early Avoid put downs Keep calm Ever corteous Clarify refusal Alternatives Report Echo Slide

16. STEPS IN HANDLING INTOXICATED GUESTS Rules for Personal Safety 1. Protect yourself with distance, avoid being surrounded and maintain an open line of flight 2. Never physically hold the person you are confronting 3. Never argue with an intoxicated person, arguing is useless and may lead to a physical confrontation 4. Never agree to meet the intoxicated person elsewhere or outside 5. If your physical safety is threatened, call for assistance Slide

17. HANDLING OF COMPLAINTS OF INTOXICATED GUEST Regardless of the complaint, it is important to observe the ff.: 1. Listen attentively to the complaint without interrupting 2. Show that you understand 3. Apologize 4. Seek a solution 5. Remain to be professional and treat every complaint with respect 6. Do not take insults personally or retaliate 7. Have a lot of patience and keep others around you calm 8. Provide each of the guest house rules or policies 9. Built up a relationship early so that it will be easier for you to talk with them later 10. For a large group, identify a leader to make him responsible for the rest Slide

18. HANDLING OF COMPLAINTS OF INTOXICATED GUEST 1 1. Talk to each of the drinker that if they make so much noise or trouble, they will be asked to leave the premises 12. If there is an argument, talk to them professionally and if argument still persist, tell them it is not the place to argue 13. Always remain impartial 14. In a sports or gaming area, the place should be well staffed to spot any potential problem 15. A record should be in place to know who is nest in the game Slide

19. ASSISTING INTOXICATED GUEST TO LEAVE PREMISES The following are simple steps to follow in assisting intoxicated persons to leave the place: 1. final warning 2. Notify a friend 3.Identify transportation whose driver is known to the intoxicated person 4. Arrange assistance 5.Follow the guest to the door Slide

20. DEALING WITH UNDERAGE DRINKERS Legal considerations for minor drinkers: Proof of age must be checked if the person looks under 25 years old If they are with spouse, parent or guardian Taking a meal Slide

21. DEALING WITH UNDERAGE DRINKERS In every country, there is always an established age in which people are allowed to take in alcoholic drinks. This is so because of the following reasons: Consumption of alcoholic drinks for minors is dangerous Lack of experience in drinking alcoholic drinks Brain is not fully develop until 24 for male and 22 for female Internal organs are not fully developed Minors usually over drink which is a health risk Most likely minors become dependent on alcohol and become heavy drinker in their older years Slide

22. DEALING WITH UNDERAGE DRINKERS Checking upon entry: 1. Station staff by the entrance to check that no minor gets inside. If there are no staff by the door, the staff should be observant on new arrivals 2. Request identification such as driver’s license, passport, proof of age card, identification card 3. Take time to check identification card in a well lighted area such as: the photo, no alterations of entries and pages. 4. Ask for additional identification if unsure. 5. Request holder of ID to sign in another document to check authenticity of signature . 6. Look into attached photo if same as face of holder 7. Ask questions to check authenticity of entries in the ID Slide

23. COMPLY WITH LEGISLATION Licensing law License to sell Permitted hours Age and alcohol Other duties / offenses T raining and Training Records Best practice for closing time Skilled servers Slide

24. GOOD LUCK TO YOUR ASSESMENT!!! Slide