Role play 6 - Boys' night out It is 10pm and you and two of your team members are tending the bar tonight. The kitchen has just closed, and the bar is at about 50% occupancy. A rowdy group of young men stagger into the bar announcing in very slurred voices that it is Will's 21st birthday today and order a round of shots. You can clearly see that most of them are intoxicated.  You tell your team that you will handle this one, and in a very friendly but firm tone tell the group that you are sorry you won't be able to serve them tonight due to responsible service of alcohol legislation and the kitchen has just closed.  One of the group members turns nasty and calls you a rude name and spits on the floor. You politely ask them to leave and suggest they call it a night. The majority of the men say "Okay, okay we are leaving now", but two of the group refuse to leave and swear at you again. The other customers in the bar have all stopped their conversations and are looking on.

Script: 

(Two of the group swear at you again)

You: Good evening sir, I understand where you are coming from but those are some very foul words to use. I hope that we can handle this matter in a very professional way as to avoid any further problems. I understand your need of alcohol but as per Responsible service of alcohol we cannot serve you any longer so that we would be able to minimize any alcohol-related problem and avoid any violent and anti-social behavior. 

reflection: After role play.

• Although the scenario was somewhat a commotion, I still think that the way of handling the customers is what defines the reputation of an establishment. Seeing how the staff handled it in a very respectful way, this will impact the store's reputation in a good way where people see it as an establishment who gives importance to the customers. 
•    In terms of legal liability, the staff were very professional and completely abides the responsible service of alcohol. They've promoted a safer environment towards everyone by serving alcohol in a responsible manner. 

Step-by-step explanation

Script: 

(Two of the group swear at you again)

You: Good evening sir, I understand where you are coming from but those are some very foul words to use. I hope that we can handle this matter in a very professional way as to avoid any further problems. I understand your need of alcohol but as per Responsible service of alcohol we cannot serve you any longer so that we would be able to minimize any alcohol-related problem and avoid any violent and anti-social behavior. I am very much sorry for this instance, but we are just merely abiding by the responsible service of alcohol, if you wish, we can serve you non-alcoholic drinks, water, and food in order for you guys to enjoy your stay here. I hope that you understand and will come back again when you are feeling better than today so that we will be able to cater to your needs and provide the best service that we can offer you guys. Thank you sir, I am hoping for your consideration as we only want what's best for our customers. 

Sorry everyone for the slight commotion, we only wish to serve you best. I hope you guys enjoy the night and drink responsibly!

Written reflection: After role play.

                    Though the guys that were not being sold upon left, I think that it still impacts the business in a way where they will realize how professional the staffs were when they are feeling more better and sober. I think that this allows them to evaluate the business' professionality and how they value and respect customers when there are such situations. This says a lot about how the establishment handles customers to avoid any unnecessary commotions. The intoxicated group of men will come to realize that the staff only wanted what's best for them. This also impacts the perspective of the one's who attended, they are most likely to say that the business is really good in terms of handling their customers and providing the quality service that the consumers deserve. Although the scenario was somewhat a commotion, I still think that the way of handling the customers is what defines the reputation of an establishment. Seeing how the staff handled it in a very respectful way, this will impact the store's reputation in a good way where people see it as an establishment who gives importance to the customers. 

                     In terms of legal liability, the staff were very professional and completely abides the responsible service of alcohol. The responsible service of alcohol aims to minimize alcohol-related problems, including anti-social behavior and violence; ? implement best practice in the sale and supply of alcohol and the operation of licensed premises; and prevent local neighborhood disturbance that can be associated with alcohol consumption. With this, the establishment was really responsible and very liable of their customers; they've promoted a safer environment towards everyone by serving alcohol in a responsible manner.