Intoxicated Customers
- Law prohibits serving intoxicated persons
- Intoxicated persons must be removed from premises
- Drugs and medication mixed with alcohol increase risks
- "Party drugs" are a growing problem in night venues
Identifying intoxication: Louder speech, slurred words, unsteady movements, fixed gaze, drowsiness
Action Plan:
1
All staff must know when to stop serving
2
Be decisive but tactful - don't offend the customer
3
Cooperate with security staff
4
Ensure customer gets home safely (order taxi)
When might intoxication levels be difficult to detect?
Aggressive Behavior
- When denied entry to restaurant
- When service is cut off
- When trying to leave without paying
- When being removed from premises
- When refusing to leave at closing time
- During customer disputes that escalate
When facing aggressive customers:
1
Quickly assess the situation
2
Identify customer's state accurately
3
Act decisively and consistently
4
Good communication skills prevent escalation
5
Calm demeanor reduces tension
6
Don't humiliate customer to avoid retaliation
When might customers behave aggressively?
Sexual Harassment
70% of under-25s experienced some form of sexual harassment (PAM 2020)
- Waitstaff are most vulnerable to harassment
- Can be mental or physical
- From customers or colleagues
- Often continuous behavior
- Aims to demonstrate power over another person
Common forms: Lewd comments, double entendres, inappropriate remarks about body/sexuality, physical touching, unwanted sexual propositions
If you experience harassment:
1
Immediately and clearly tell the harasser to stop
2
Document what happened, where, and when
3
Report immediately to supervisor or police if criminal
4
Students: report to teacher and consult health professional
5
Act promptly for quick resolution
Why report all inappropriate behavior immediately?
Robbery Prevention
- Robbery: Taking property using violence or threats
- Snatching: Taking money without violence (e.g., from open cash register)
- Prevention through careful planning and design
Prevention Measures:
1
Strategic furniture placement to block access
2
Workstations with clear customer visibility
3
Escape routes to back rooms/exits
4
Exit locks that don't require keys
5
Cash register not visible from street
6
Avoid staff working alone
Security systems: Surveillance cameras, alarms, time-delay locks, dye packs in cash drawers, height measurement at entrance
How does cash usage increase robbery risk?
During a Robbery
DO NOT PLAY HERO - Don't endanger yourself or customers
Robbery Response Protocol:
1
Stay calm, don't provoke the robber
6
Don't try to dissuade robber
7
Observe identifying features
8
Give small amounts of money at a time
9
Include marked bills and dye packs if possible
After a Robbery
Post-Robbery Actions:
1
Alert authorities when safe to do so
2
Watch fleeing robber, note escape route/vehicle
3
DO NOT follow the robber
4
Immediately write down descriptions
5
Call police with brief, accurate account
6
Close restaurant, don't explain reason to customers
8
Ask witness customers to stay, collect contact info
Team Preparation: Ensure all staff know emergency procedures, practice regularly together, keep escape routes clear!
Why discuss potential threat situations in the workplace?
Risk Prevention
- Employer responsible for prevention and planning
- Safe working is part of professional skill
- Identify risks and prepare for them
- Space and furniture solutions create safety
- Surveillance systems and guidelines establish safe foundation
- Intoxicated persons can be unpredictable
- Design spaces for staff safety
- Have specific operating procedures for different situations
Customer Observation: Watching customers and interpreting their behavior is a professional skill developed over years