Manage Intoxicated Customers in HospitalityCOURSE OVERVIEW: Welcome to the Manage Intoxicated Customers in Hospitality course. This program will equip you with the knowledge, judgement, and practical skills required to identify intoxication, minimise alcohol related harm, support customer safety, and maintain legal compliance within licensed venues. You will explore how to assess intoxication levels, understand the duty of care owed by managers and staff, and apply responsible service of

COURSE OVERVIEW:

Welcome to the Manage Intoxicated Customers in Hospitality course. This program will equip you with the knowledge, judgement, and practical skills required to identify intoxication, minimise alcohol-related harm, support customer safety, and maintain legal compliance within licensed venues. You will explore how to assess intoxication levels, understand the duty of care owed by managers and staff, and apply responsible service of alcohol (RSA) principles that protect customers, employees, and business operations. This course also highlights the reasons responsible service matters and the significant benefits that RSA brings to hospitality venues, including safer environments, reduced incidents, and stronger customer relationships.

This course begins by examining what constitutes a standard drink, the effects of alcohol on the body, and why alcohol affects people differently based on physiological, situational, and behavioural factors. You will explore what intoxication means, how to recognise the signs of intoxication, and how to interpret the body language of intoxicated customers. This section also explains how to assess intoxication consistently, how to monitor the environment for risk indicators, and how to remain aware of customer behaviour patterns that may require early intervention.

You will then explore how to assist intoxicated customers safely and appropriately. This includes understanding the types of assistance you can offer, how to analyse situations carefully, and how to follow venue procedures when supporting or managing intoxicated individuals. You will examine when to refer difficult situations to an appropriate internal person, such as a supervisor or security staff, and when external authorities may need to be contacted in extreme circumstances. This section also highlights techniques for controlling drinking behaviour, reducing harm, and maintaining supervision throughout service periods.

A further learning area focuses on creating and maintaining a safe hospitality environment. You will explore strategies for establishing a safe venue, reducing the negative effects of alcohol, and fostering conditions that discourage unsafe drinking practices. This section also examines the importance of having a clear house policy on intoxication, developing an escalation plan, and identifying issues such as drink spiking and binge drinking. You will also learn how to explain situations calmly to intoxicated customers, follow the steps for handling intoxicated guests, and manage complaints or other problem situations professionally.

The course then examines refusal of service, one of the most critical RSA skills. You will explore the steps and legal requirements for refusing service to an intoxicated customer, the do’s and don’ts of service refusal, and how to follow proper procedure when an intoxicated person remains on the premises. You will also learn how to assist the person to leave safely, maintain compliance with legislation, and document actions to demonstrate responsible decision-making. This section integrates responsible and legal considerations, ensuring that you understand the liabilities associated with serving an intoxicated person.

Another section focuses on underage drinkers and compliance obligations. You will examine why there is a designated legal drinking age, the strategies used to prevent underage drinking, and how to recognise and manage fake identification. This section also addresses how to observe drinking behaviours across different customer groups and how to comply with legislation that governs alcohol service, including reporting obligations, penalties, and enforcement mechanisms. You will explore how to establish internal policies and procedures aligned with legal requirements to ensure consistent compliance across the venue.

The final part of the course addresses the importance of staff training, recordkeeping, and incident documentation. You will explore how ongoing staff training reinforces RSA responsibilities, improves staff confidence, and reduces venue risk. This section also highlights the importance of recording and documenting incidents to support legal protection, inform future decision-making, and strengthen venue policies. Comprehensive documentation ensures transparency, supports staff accountability, and demonstrates compliance in the event of an audit or legal challenge.

By the end of this course you will be able to identify and manage intoxicated customers confidently, apply RSA principles consistently, maintain a safe venue environment, comply with all relevant legislation, and protect your organisation through sound judgement, effective communication, and thorough incident documentation.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

• How to assess intoxication levels of customers?
• The duty of care of managers and staff
• The reasons for responsible service of alcohol
• The benefits to the business, staff and customers from practicing RSA
• What is a standard drink?
• What are the effects of alcohol on the body?
• How alcohol affects people differently?
• What is intoxication?
• What are the signs of intoxication?
• How to read the body language of an intoxicated person?
• How to identify intoxication?
• How to assist intoxicated customers?
• What you should be aware of while monitoring the environment?
• The types of assistance you could provide to an intoxicated customer
• How to refer difficult situations to an appropriate internal person?
• How to seek assistance from appropriate external authorities for extreme situations?
• How to apply appropriate procedures when dealing with intoxicated people?
• How to analyse a situation carefully?
• How to control the drinking behaviour?
• How to create the right environment for the establishment?
• The ways to establish a safe venue
• How to reduce the negative effects of alcohol in the venue?
• The importance of establishing a house policy for intoxication
• The importance of having an escalation plan
• How to identify and address issues such as drink spiking and binge drinking?
• How to explain the situation to the intoxicated customer?
• The steps for handling intoxicated customers
• How to handle complaints and other problem situations?
• The steps to refuse service to an intoxicated customer
• The do's and don’ts of service refusal
• The proper procedure for an intoxicated customer to remain on premises
• How to assist the intoxicated customer to leave the premises?
• How to comply with legislation in regards to intoxicated people?
• The responsible & legal considerations for handling an intoxicated person
• How to deal with underage drinkers?
• The reasons for having a designated drinking age
• The strategies to prevent underage drinking
• How to handle fake identification?
• How to observe drinkers?
• The types of legislation and how to comply with legislative requirements?
• How to establish policies and procedures in regards to drinking?
• The importance of staff training
• The importance of recording and documenting incidents

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.