Dealing With Drunk Customers – Handling Intoxicated Guests

In the hotel industry or more particularly in the food and beverage department, we serve and try to make positive experiences for all the guests regardless of their backgrounds, attitudes, or behaviors. Dealing with drunk customers could be a very tough task and requires a lot of experience to handle it properly. Working in the food & beverages industry, especially in a bar, we encounter many types of customers, such as those with bad behaviors which happen mainly because they are under the influence of alcohol. As mentioned above, dealing with drunk customers and handling these types of problems might not be that easy so let’s go through this article with some helpful tips to help you handle such situations.

Dealing With Drunk Customers – Handle Intoxicated Guests

Prevention

Make sure that all bar staff have done responsible service training that specifically covers how to identify signs of intoxication, refuse service when necessary, and handle difficult situations. The bar staff should be trained to be observant and communicate effectively. If a customer is showing signs of intoxication, staff should discreetly discuss the situation with each other and decide on the best course of action where of course security could be involved as well. Under no circumstances you should not argue or have physical contact with intoxicated guests, and if a situation is getting out of control inform the security and let them deal with them.

Legal Limits

U and your staff should be familiar with local laws regarding alcohol consumption and service and understand when it is necessary to cut off service to a customer and the legal ramifications. Also make sure to implement and enforce strict age verification processes to prevent underage drinking. This can help minimize the chances of unruly behavior associated with excessive alcohol consumption.

Observe And Communicate

Pay attention from time to time to the behavior of your customers. Look for signs of intoxication such as slurred speech, unsteady movements, or aggressive behavior. U can also engage in open communication with customers. Politely check in on them and ask if they need anything and pay attention to how they respond to you. If you see signs of intoxication inform the other colleagues and inform as well security to be ready and have an extra eye on the person.

Visible Signages

Might not be that helpful when it comes to dealing with drunk customers, but still make sure to display signs indicating the bar’s commitment to responsible drinking. This can include messages about the legal drinking age, the consequences of overconsumption, and the refusal of service to intoxicated individuals. Could be a good prevention idea to have those signages at your bar.

Create An SOP

Establish clear policies and make an SOP (Standard Operating Procedure) for dealing with drunk customers and ensure all staff members are trained and familiar with it. Develop also a system for notifying security or management if a customer becomes unruly or overly intoxicated.

Use Professional Judgment

When it comes to dealing with drunk customers, another very important tip for preventing it is to have professional judgment. Trust your instincts and if you feel a customer is too intoxicated, it’s within your right to refuse service or ask them to leave. Avoid escalating the situation, and never engage in arguments or confrontations, if necessary involve security to handle the situation.

Security Presence

In most of the bars/clubs or places where there is alcohol served, security should be present as well. If a customer becomes aggressive or refuses to cooperate, involve your security team or law enforcement if needed. Ensure your security staff is trained to handle such situations with professionalism and restraint.

Incident Reports

Keep records of incidents involving intoxicated customers, including the actions taken and any communication with the customer. This documentation can be valuable for legal purposes and may assist in refining your policies.

Remember that the main goal is to keep a safe and enjoyable environment for the staff and all customers. Responsible alcohol service is important in achieving this goal and can help prevent legal issues for your establishment.

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