Smart Serve: Protecting the Future of Hospitality Workers PDF

Smart Serve Protecting the Future of Hospitality Workers Token: 1  Contents The Impact of Alcohol 3 A Standard Drink 4 What...

Smart Serve Protecting the Future of Hospitality Workers Token: 1  Contents The Impact of Alcohol 3 A Standard Drink 4 What is BAC? 5 Signs of Intoxication 7 Cannabis 8 The Liquor Licence Act 8 Endorsements 10 Special Occasion Permits 11 Retail Sales/Delivery 11 Liability 12 ID 12 Deny Entry 13 Slowing/Stopping Service 14 Sexual Violence 15 Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 2  The Impact of Alcohol Alcohol’s Path Through the Body: Stomach: — alcohol is absorbed in the blood by the stomach and intestines — blood carries the alcohol through the body to the brain and tissues Liver: — breaks alcohol down at approximately one drink an hour 🞂 90% of alcohol is eliminated from the bloodstream 🞂 10% removed through sweat, breath, and urine — alcohol is metabolized more slowly than absorbed 🞂 it takes about 20-30 minutes for noticeable effects of alcohol 🞂 therefore, servers need to control drinking to prevent intoxication — alcohol is a depressant and slows down the nervous system Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 3  A Standard Drink What is a Standard Drink? Standard Drink A Drink is a Drink: — 12 oz (341 ml) of 5% beer — 5 oz (142 ml) of 12% wine — 1.5 oz (43 ml) of 40% spirits — each drink has 0.6 oz (17 ml) of alcohol; therefore, they all have the same effect on the body — some alcohol has higher alcohol content 🞂 check the label — be familiar with types of drinks and glasses used (e.g., a martini may have more than 2 oz) Examples: — Vodka (40% alcohol) 40 x 1.5oz = 60 — Crème de Cacao (15%) 15 x 4oz = 60 — Kahlua (28%) 28 x 2.1oz = 60 Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 4  What is BAC? Blood Alcohol Concentration: — level of alcohol in the bloodstream 🞂 mg alcohol/100ml blood — if you drink more than one drink an hour, your BAC increases — BAC 50mg/100ml blood (0.05) or over 🞂 license suspension under the Highway Traffic Act — BAC 80mg/100ml blood (0.08) or over 🞂 criminal offense — impairment starts with the first drink — BAC varies on body type, biological gender, and other factors — rates vary, assumes one drink an hour 🞂 most social conditions = one drink every 20 min or 3 per hour Remember: — Those with a high tolerance to alcohol may show fewer signs of intoxications at higher BAC levels! Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 5  Factors that Affect the BAC? Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 6  Signs of Intoxication Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 7  Cannabis Consumption: Signs: — Edibles (chocolate, gummies, etc.) — Blood shot eyes — Inhalation (smoking) — Dilated pupils — Topicals (creams, oils, etc.) — Hungry — Coughing Key Terms: — Smell — THC 🞂 Creates intoxicating effect Effects: — CBD — More THC in blood 🞂 Does not create a high — Faster intoxication — Longer intoxication time — Increased consumption The Liquor Licence Act Alcohol and Gaming Commission of Ontario (AGCO) (THE GOVERNMENT) Liquor License Act (LLA) (THE LAW) Laws and Additional regulations about Regulations Hour of Service who can sell alcohol Endorsements (9am – 2am) (Liquor Sales SOP Licence) BYOW/THTR Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 8  Understanding The Liquor Licence Act (LLA): The LLA: — outlines laws and regulations affecting the sale and service of alcohol — dictates who can sell it, hours of operation, Special Occasion Permits (SOPs) — administered and enforce by the AGCO — under the LLA, establishments wishing to serve alcohol must have a valid Liquor Sales License (issued by the AGCO) — must be 18 years old to serve alcohol (take and serve drink orders, stock refrigerator, bar area, bartend) — must be 19 years old to consume alcohol Hours of Operation: — must stop service at 2am 🞂 even if you took the order at 1:55am 🞂 except NYE – 3am 🞂 be aware of DST — start service at 9am Service Rules: — establishments can’t force customers to order alcohol 🞂 example: can’t have a two-drink minimum — tables must be cleared by 2:45am — can’t substitute or water down drinks — no shooter vials allowed 🞂 shooters must be served in a glass with a flat bottom — every area of the bar must have its own licence with its own capacity Sandy’s Law: — must post signs warning people that drinking during pregnancy can cause Fetal Alcohol Spectrum Disorder (FASD) Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 9  Endorsements — allow licenced establishments to sell and serve alcohol under specific circumstances 🞂 Brew Pub Endorsement 🞂 Mini-Bar Endorsement 🞂 Wine Pub Endorsement 🞂 Golf Course Endorsement 🞂 Caterer’s Endorsement 🞂 BYOW Endorsement 🞂 Room Service Endorsement Take Home the Rest: Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 10  Special Occasion Permits Special Occasion Permits: — required to serve alcohol at any event in any location (other than a residence, a private place, or a licensed establishment) — person whose name is on SOP must be present — “No Sale” and “Sale” 🞂 Is alcohol free? Is there an entrance fee? — types of events 🞂 private: only invited guests, no profit, no advertising 🞂 public: open to public, fundraising allowed 🞂 promotional: sampling, no profit 🞂 tailgate: outdoor event with food/alcohol, connected to a sporting event Retail Sales/Delivery Stores: — grocery stores 🞂 7am-11pm 🞂 samples must be consumed in sampling area 🞂 only refunds are allowed outside of service time 🞂 watch out for second party purchasers — farmer’s market 🞂 cider/wine: 100% Ontario apples/grapes 🞂 spirits: 50% made from a production site in Ontario Delivery: — bought at the LCBO/Beer Store — sold with food — 9am-11pm — not to a medical institution — keep record of liquor sales 1 year after delivery date Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 11  Liability Civil Liability: — someone can sue you — LLA, negligence or lack of “Duty of Care,” or OLA 🞂 Duty of Care = Servers have a duty to their guests to keep them safe from harm 🞂 Occupier’s Liability Act = This deals with injuries caused by the condition of the premises or the activities that take place on the premises 🞂 Vicarious Liability = Employers could be held responsible, regardless of how careful they have been, for the negligent or otherwise wrongful conduct of their employees Criminal Liability: — police can charge you with a crime Incident Reports: — record details, immediately after event, accurately in case it becomes legal matter — what happened and how it happened 🞂 date/time, servers/Managers, names, clothing, condition of guest, details about party, witnesses, driving, bill, transportation ID Acceptable: — Driver’s license — PR card — Citizen card — Photo card — Armed forces — Passport — BYID — Health card — Indian status 🞂 (ONLY if offered, can’t ask) Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 12  Verifying ID: — house policy — match photo — in a well-lit area — DOB — condition of card — expiry date — government issued — address 🞂 (Credit, work ID, student cards are not — replicate signature acceptable) Age Identification: — you have the legal right and obligation to check ID and refuse service — server can still ask for ID even though ID has been checked at the door — if out of province, ask for two pieces 🞂 check signature, photo, address are same — Health Card cannot be required as age identification 🞂 can be accepted at your discretion — check for ID for anyone who looks under 25 Deny Entry Right To Deny Entry: — can’t deny entry to on-duty AGCO inspectors, law enforcement, firefighters, government inspectors (building code, fire inspectors) Right To Eject Guests: — if violent, aggressive or out-of-control — if not permitted to be on-premises (underage/minor) — if on-premises for an unlawful reason or is breaking the law — no unnecessary force can be used, force is stopped once person is ejected Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 13  Slowing/Stopping Service Dealing With Intoxicated Guests: Slowing Service Tips: — Count drinks — Water and non-alcoholic drinks — 1 drink at a time — Food — Slow service — Communicate with staff — Avoid rounds Stopping Service Tips: — Communicate with staff — Seek privacy — Show concern — Watch body language — Be firm — Avoid being judgmental — Be aware Traffic Light Systems: — can go from green to red with only one drink — can take 30 minutes for alcohol to hit the brain — each time a guest orders, re-evaluate — remember BAC continues rising and may not have reached peak even after guest leaves Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 14  Chat and Check: — assess your guest 🞂 note things about their initial condition 🞂 has guest been drinking? mood? drugs? — listen and observe 🞂 engage guests in conversation, make eye contact, check for slurring — body language 🞂 slower response — ask questions A Simple Approach: Sexual Violence Can Include: — spreading rumours — catcalling — unwanted attention and touching — inappropriate comments — threatening Drug Facilitated Sexual Assault: What is it? — An unwanted sexual act after becoming intoxicated — Date rape drug (GHB, Liquid X or G) Signs: — seem drunk — bladder control — sweating — unaware — upset Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 15  Accounts and Tests Already have an Account: 1. Go to smartserve.ca 2. Click Login 3. If you made an account a long time ago, you may have to use Forgot Password 4. If you used a different email and can’t access your account, you may need to call/contact Smart Serve to verify your credentials (416-695-8737 or smartserve.ca/contact-us) Don’t have an Account: 1. Go to smartserve.ca 2. Click Register 3. Click Individual Account 4. Complete the registration form (give email and legal name) 5. Go to your email and check for the confirmation email and click link 6. Go back to smartserve.ca and try Login Taking the Test: 1. Login to your account 2. Redeem Token which was provided by HTA 75 3. Put in 6-digit code 4. My Courses 5. Click Launch when you are ready FAQ The Token: — Token expires 2 weeks after training — You have 20 days to do the test after you redeem The Test: — 80% to pass — 33 multiple choice questions — No time limit — 2 attempts — You can do the test on a computer, tablet or phone and it must have a camera — You must show your government ID The Certificate: — Certificate expires every 5 years — PDF copy only — You will be emailed your certificate, and it is in your Smart Serve account under My Results Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 16  Practice Test 1. Ian’s aunt has offered him a job at her 9. Which I.D. is not acceptable to ask for? restaurant. Ian is 16 years old. Which of — Canadian Armed Forces Card the following jobs can Ian perform? — Secure Indian Status Card — Coat check — Health Card — Filling snack bowls — Permanent Resident Card — Taking alcoholic drink orders — Opening bottles of wine 2. What is the legal drinking age in 10. Retail stores can sell liquor during which times? Ontario? — 7am – 11pm — 17 — 9am – 11pm — 18 — 9am – 2am — 19 — 11am – 9pm — 21 3. Which of the acts says who can sell and 11. Which endorsement rule is not allowed: buy alcohol? — Drinking on a golf course — Liquor Licence and Control Act — Bringing your unfinished bottle of wine home — Beverages Act — Bringing to a restaurant a pre-purchased bottle of wine — Non-alcoholic and Beverages Act from the LCBO — Food and Drugs Act — Having only liquor in a hotel mini bar 4. Sandy’s Law” refers to 12. Who is responsible to ensure that alcohol is sold and — Teenagers served correctly at a Special Occasion Permit event? — Pregnant people — The permit holder — Elderly person — The caterer — Sexual harassment — A Smart Serve certified individual — The guests 5. Liquor may be sold and served in Ontario 13. Which Special Occasion Permit is for outdoor events during which of the following hours? that are related to live sporting events? — 7am – 1am — Private Event — 8am – 3am — Public Event — 9am – 2am — Tailgate Event — 11am – 2am — Industry Promotion Event 6. What is the standard size for beer? 14. Which of the following procedures would be the most — 5oz effective when refusing entry to an individual? — 8oz — Ask another guest to help you restrain the person from — 12oz entering. — 13oz — Get the manager while the person waits at the door. — Be pleasant but firm while stating why you are refusing entry. — All of the above. 7. What is the standard size for wine? 15. According to the law, you must eject a customer in — 5oz which of the following situations? — 7oz — The customer is on the premise to sell drugs. — 8oz — The customer was asked to leave the same day. — 12oz — You rate the customer Yellow in the Traffic Light System. — The customer is intent on causing a fight. 8. After stop-service time, all alcohol must 16. Three women of similar size and fitness level drink four be cleared off the tables within: standard drinks. Which guest will most likely have the — 30 minutes lowest BAC? — 45 minutes — Tamara, who consumes all 4 drinks in 1 hour. — 1 hour — Mia, who has 2 drinks in the first hour and 2 drinks in the — Before 4am second. — Anna, who has 1 drink over 4 hours. — All 3 woman have the same BAC. Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 17 Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 18  The answers to the test: 1 – A/B, 2 – C, 3 – A, 4 – B, 5 – C, 6 – C, 7 – A, 8 – B, 9 – C, 10 – A, 11 – D, 12 – A, 13 – C, 14 – B/C, 15 – A/B/D, and 16 – C Call us at 1-888-412-HTAC(4822) or via email at [email protected] Hospitality Training Action Center 75 300-40 Spadina Road, Toronto, ON M5V 1E3 19