Responsible hospitality practices
Licensees should be aware that their trading methods may have a significant effect on surrounding businesses or nearby residents resulting from:
- noise (entertainment, motors, patrons); and/or
- patron behaviour problems (eg yelling, swearing, abusing passers-by, vandalism)
Responsible hospitality means providing a safe and enjoyable environment for patrons. It also means responsibly serving liquor, to ensure that patrons do not become unduly intoxicated and subsequently a problem for management, staff and the neighbourhood.
The Liquor Act 1992 states a licensee must:
- behave responsibly in the service, supply and promotion of liquor
- not engage in any practice or promotion that may encourage rapid or excessive consumption of liquor
- engage in practices and promotions that encourage the responsible consumption of liquor; and
- provide and maintain a safe environment in and around the licensed premises
Gimmicks such as "free drink" sessions, "all you can drink for $10", "test tubes", "laybacks" or "shooters" which encourage binge drinking may place your liquor licence in jeopardy or result in a heavy fine. It is also illegal to advertise such drink promotions external to your licensed premises.
More information on responsible service is available in the Code of Practice for the Responsible Service, Supply and Promotion of Liquor (PDF 380 K).
Providing a safe environment
Licensees and/or managers have a legal obligation to provide a safe environment for both employees and patrons.
The Act also requires that licensees provide a safe environment in and around their licensed premises.
This means that you must consider a number of issues. These include:
- will my trading promotions place customers or staff in jeopardy or an unsafe situation (eg. wet t-shirt competitions, flaming drink promotions)? Remember, it's illegal to advertise such drink promotions external to your licensed premises.
- are patrons quickly leaving the area after closing - what can be done to stop them gathering outside?
- is security adequate?
- are public telephones handy - and working?
- can taxis be alerted prior to closing to be available for patrons?
- should I display taxi cab and emergency numbers?
- is lighting outside the establishment adequate for security?
A licensee who has earned the respect of patrons through fair treatment and a sociable, no nonsense manner will have fewer problems, and the support of other customers in dealing with problems which do arise from time to time.
You should aim at a balance between social interaction with patrons and detached authority when trouble arises, so that everyone understands who will have the last word.
Spotting trouble
If your staff are pleasant and friendly when serving patrons, trouble will seem ‘out of place’. Staff are a visible indicator of the attitude of management, so their training is important.
Staff collecting glasses, security, food servers and bar attendants can work together in identifying:
- trouble before it happens
- possible underage patrons
- patrons who may have to be refused service and/or
- adult patrons serving liquor to minors.
By looking and listening, staff can create their own network of information and keep security and servers alerted.
A trained, motivated team which works well together can make life easier by ensuring that appropriate action will be taken at all times - even when the boss isn’t around!
Encourage teamwork by:
- giving staff particular areas of responsibility
- stressing the importance of a consistent approach by everyone
- encouraging feedback from staff
- discussing problem situations at staff meetings, how they were handled and any possible changes with the benefit of hindsight
- ensuring staff know how to react when faced with a difficult patron; and
- encouraging tact, diplomacy and non-aggressive body language.
Refusing entry
Security staff can reduce the risk of trouble by refusing entry to people who appear to be unduly intoxicated or disorderly. By screening patrons in this way problems are not thrust upon busy liquor servers inside the establishment. Patrons who enter your premises after being refused entry can be fined $400 on the spot or arrested.
Glass removal
Regular removal of glasses and empty bottles is important. It ensures that patrons are aware that staff and security are around, it reduces possible breakages and broken glass problems, and it also removes any potential weapons should trouble break out.
Crowding
Do not allow any area to become too congested with patrons. In crowded areas patrons trying to socialise will get pushed and shoved whilst standing and have difficulty moving and being served.
The spilling and slopping of drinks and wandering hands can create tension, frustration and conflict.
By regulating the number of patrons in an area you can:
- create an impression of popularity and restricted access
- ensure that liquor servers have enough time and visibility to assess levels of intoxication; and
- comply with the Responsible Hospitality Practice Regulations and fire safety requirements.
Get to know your regulars
By getting to know your regular patrons by name, their usual drink, even perhaps the football team they barrack for you will encourage good behaviour through a friendly atmosphere and professional relationship with staff and management.
Closing time
Your licence document will specify the establishment’s trading hours. Aim for a gradual wind-down. Last drinks must be sold by the closing time specified in your licence.
Staff, in moving amongst patrons, should remind them when last drinks are to be called and when closing time is. Avoid selling multiple drinks during the last drinks period. Not only is it irresponsible and encourages rapid consumption, but it could also make it more difficult to remove patrons, who have only 30 minutes in which to consume drinks purchased before closing time.
After the specified closing time, you should make it very clear to patrons that the bar is closed. For example, the staff may have a 10 minute break before starting to clean up, and any music or entertainment should be turned off, such as juke boxes or pin ball machines.
Last reviewed 2 January 2009