The document provides guidance on dealing with intoxicated guests, including discussing levels of intoxication, the effects of alcohol, standard operating procedures for assessing intoxicated guests, and proper ways of handling them. It outlines signs of intoxication, factors that influence a guest's actions, and dos and don'ts for staff when assisting intoxicated patrons to ensure their health and safety. The overall aim is to educate hospitality workers on their legal obligations around serving alcohol responsibly.

1. DEALING WITH
INTOXICATED
GUESTS

2. DEALING WITH INTOXICATED GUESTS
This lesson focuses on dealing w/alcohol being served to guests w/ or
w/o meals.
The first topic discusses the level of intoxication
The second topic deals w/ the effects of alcohol and the factors that
influence huset’s action, and the remaining topic center on following
standard operating procedures in assessing intoxicated guests.
All of this topi aims to give the students adequate knowledge and
skills in various legal obligations regarding the service of alcohol, and
the primary responsibility for ensuring the health and safety of
guests.

3. Study these terms
• Alochol
Made through yeast fermentation of definite
carbohydrates like grains, molasses, starch, and sugar.
whiskey, Gin, and Vodka are examples of intoxicating
liquor comprising this liquid.
•Binge Drinking
Drinking too much in a single session.

4. Study these terms
• House Policy
Rules and regulations created by the establishment on
how, where, what, and when to sell an alcohol product
by an employee that abides by the law in a certain
locality.
•Intoxication
State of being intoxicated by alcohol.

5. Study these terms
• Law
Set of legal laws or rules governing the sale of alochol in
a given jurisdiction.
•Record/refusal Book
Diary of incidents that happened in the premises that
gives an accurate picture of had happened in a certain
situation.

6. It is human nature for indivduals who are of legal age to
drink alcohol
in an establishment (manager/supervisor), it is their
responsiblity to serve alcohol in a manner that
maintains the health and safety of the guests. Through
implementing policies and procedures, the
management can create a low-risk environment
Read and Learn

7. LEVEL OF INTOXICATION
Every business, regardless of what it sells, has a duty to
care for its guests. in any situation, a
supervisor/manager and his/her staff has a duty to
make sure that all guests are safe when around the
premises until they leave the establishment.
This means that establishments have the responsibility
to ensure that the workplace is asfe and they serve
alcohol responsibility.

8. LEVEL OF INTOXICATION
Several countries disallow the trade of supply of alcohol
to a person who acts to be intoxicated or drunk.
Inoxication is the body’s reaction to the consumption of
alcohol in the body system.
Excessive consumption has a corrosive impact on the lining
of the stomach and esphagus, causing gastritis, ulcers, and
reflux that may damage the pancreas. more than 80 grams
at a time is linked with a significant rise in blood pressure in
w/ it increases the risk of heart attack or stroke.

9. SIGNS IDENTIFY A PERSON WHO IS INTOXICATED
• Loss of coordination
being clumsy, bumping into things or other guests,
inability to walk straight, eyes seem unfocused, and
fallingdown or tripping over things.
•Change in speech
Cannot talk in a normal manner, voice becomes loud,
other slow and unclear, and sometimes becomes
outspoken.

10. SIGNS IDENTIFY A PERSON WHO IS INTOXICATED
•Moods, Behavior, and Conduct
Mood and personality changes, w/c may cause
arguments and inappropriate affection to strangers.
•Quantity of Alcohol
Ordering more drinks, guest consumes more than what
he/she can take, and the liquor type ordered is stronger.

11. SIGNS IDENTIFY A PERSON WHO IS INTOXICATED
•Smell
A good indicator is a smell of alcohol.
•Body Language
What body tells is very effective in determining the level
of intoxication of a person.

12. The ff. is helpful chart that would identify the signs of an intoxicated
guests:
MANNERS BODY SIGNS OTHERS
loud, noisy, and in disorder Ripping drinks Wordy conversation
argumentative Groping and difficult in picking up
body change
Difficulty in paying attention
Not hearing or understanding what
is being said
annonying to other guests Swaying and staggering Drowsiness, dozing off, or sleeping
while sitting
incoherent, slurring, or making
mistakes in speech
Cannot walk straight Vomiting
physically violent Bumping into things or other guests
bad-tempered or aggressive glassy/bloodshot eyes and lack of
focus
offensive language Falling down
inappropriate sexual behavior Red-faced and scruffy clothing

13. Amount and Strength
of the Drink
Characteristics of the
person and state of
mind/personal
circumstances
Atmosphere and rules
of the Establishment

14. Group Activity (1)
1. Discuss in class what appropriate signs to be used
that would mean not to serve a customer when
intoxicated
2. Conduct a research with a licensing authority or the
chamber of commerce to ask for information on any
parternship with the police or other communbity
services to know if there are current laws that can be
reffered to in times of trouble or in preventing a crime
from disorderly behavior.

15. Effects of Alcohol and the Factors that Influence a
Guest’s Action
Alcohol is an element that has become and everyday
part of a person who drinks;
However, what it is and how it affects the body are
often not identified.
The intoxicating ingredient in alcoholic beverages is
known as ethyl alcohol or pure alcohol.

16. Effects of Alcohol and the Factors that Influence a
Guest’s Action
The ingredient is contained in all
alcoholic drinks; however, ythe level of
concentration differs between drinks.

17. STANDARD DRINK CAN BE DEFINED AS:
30 ml of spirits
285 ml of full-strength beer
100 ml of wine

18. A formula for working out how many grams
of alcohol standard drinks in a beverage is:
Amount of drink (ml) x strength of drink
(ABV) x 8) / 1000

19. DRINK AMOUNT OF PURE ALCOHOL (g)
1 imperial pint (568 ml) of lager (4%
ABV)
18.2
275 ml bottle of flavored alcohol
beverage (5% ABV)
11
330 ml bottle of premium lager (5% ABV) 13.2
whisky (35 ml measure, 40% ABV) and
cola
11.2
Vodka or gin (25 ml measure, 37.5%
ABV) and tonic
7.5
Glass (175 ml) of wine (12% ABV) 16.8
Vermouth (50ml measure, 15% ABV) and
lemonade
6

21. Individual Activity (2)
1. find out what guidelines in your locality exist,
especially, thos given by medical association.
2. Define the standard of most alcoholic drinks that
are being served.
3. Does the strength of the alcoholic drinks differ?

22. STANDARD OPERATING PROCEDURES IN ASSESSING
INTOXICATED GUESTS
• Approach the guest in an open, postured, and friendly manner.
• Always keep your voice firm and even toned. this can usually get the
point across and the guest will understand.
• Do not argue with the guest.
• Exercise caution in dealing with intoxicated guets. Inform other team
members.
• Unfriendly circumstances are fully noted on the report and logbook
that is passed on to the general manager and management team.

23. Sample of Incident Report
Report Date:
Nature :
Location:
Date and Time of Incident :
People Involved :
Details :
(Write the facts what exactly happened, not the opinion.)

24. • an amount of alcohol can be excluded from the body
through urinating and sweating;others can oxidize in food
that is combined with oxygen in the blood and discharged
through heat, energy, or calories.
• alcohol can be harmful when in excess.
• a small amount of alcohol is eliminated from the body in
urine, breath and sweat,
• although,alcohol has some nutritional value, when in excess,
it can be harmful.
• it lacks of vitamins, proteins, and other nutrients, unlike
food, alcohol is metabolized almost exclusively by the liver.
thus, the liver is the first affected if a person is heavy drinker.

25. DO’S AND DONT’S IN ASSISTING INTOXICATED
GUESTS
When handling intoxicated guests, there are a
number of approaches that can be taken,
depending on the individual situation and severity
of the problem.
Regardless of the action , it is important for staff
to be professional and respectful in their
approach.

26. Do’s:
1. always remain professional, courteous, and firm once you
have made a decision to refuse a sale or service
2. advise or report immediately
3. The best way to protect yourself and your establishment is
to write down the action you took to handle any situation
involving intoxicated guests, whether or not a problem
developed.

27. Do’s:
4. Anticipate problems and notify the
manager/supervisor before the situation becomes
worse.
5. Call the police when violence becomes worse.

28. Dont’s:
1. Dont speak intoxicated guests in front of others
2. Resist the urge to let a customer talk you out of your
decision.
3. Don’t deal with potentially violent situations when cutting
off an intoxicated guest.

29. Dont’s:
4. Never allow a guest to drive or go out the
premises when they are drunk.
5. Don’t offer coffee, water, or other drinks that
may give harmful side effects to intoxicated
guests.

30. Continuation......

31. Proper Ways of Dealing with Intoxicated
Guests