Alcohol Service Training 211：酒精服务培训

1、delaware north companies sportservice carolina panthers2012 seasondelaware north companies sportservice carolina panthers is committed to doing what we can to ensure that our fans experience at the stadium is enjoyable, positive, and safe. in order for that to happen, we work to provide all employee

2、s with the training, tools, and information they need to service our fans.the safe service of alcohol is everyones responsibility. in this training session, you will learn what you can do to reduce alcohol related incidents and be a responsible seller/server of alcohol.basic alcohol informationbasic

3、 alcohol information alcohol is absorbed into your bloodstream as soon as it is consumed; it does not have to be digested. many factors determine how quickly alcohol is absorbed into your blood. and, alcohol affects each person differently each time it is consumed. it takes a healthy liver about one

4、 hour to metabolize 1 oz. of pure alcohol from your bloodstream.signs of intoxicationsigns of intoxicationas people move through different stages of drinking, they tend to exhibit signs of impairment. these signs may help you determine whether or not someone is intoxicated:lowered inhibitions - talk

5、ing loudly, overfriendly, argumentative faulty judgment - inappropriate jokes, socially unacceptable behavior, foul language slowed reactions - glassy eyes, forgetful, decreased small motor skills poor coordination - stumbling or falling, impaired vision, swaying or unsteadystate/county laws vs. sta

6、dium policiesstate/county laws vs. stadium policiesthere is a difference between laws and stadium policies regarding alcohol service policies. laws are policies enforced throughout mecklenburg county and the state of north carolina; stadium policies are guidelines for behavior and safety within bank

7、 of america stadium.laws fans must be 21 years of age to purchase/consume/possess alcohol. anyone serving alcohol must be at least 18 years of age. anyone consuming alcohol must have a valid form of id. employees must make a reasonable effort to prevent alcohol-related incidents.policies only two al

8、coholic beverages may be purchased per person per sale. sales of alcoholic beverages stop at the end of the 3rd quarter. check the id from everyone who appear to be 40 years of age or younger tops must be removed from any alcoholic beverage when purchased.abc and aleabc and aleabc - alcohol beverage

9、 control - is an agency within the department of commerce. they regulate the sale, purchase, transportation, manufacture, consumption, and possession of alcoholic beverages in the state. ale - alcohol law enforcement - is a division of the department of crime control and public safety. while their p

10、rimary mission is to enforce the laws set forth by the abc, they are also responsible for enforcing the tobacco, controlled substance and gambling laws of the state, taking legal action on nuisance establishments, and housing the center for missing persons. ale agents are on site at each event, moni

11、toring fans and employees to ensure the safe and lawful use of alcohol.stadium security staffstadium security staffon game day, the stadiums security staff is comprised of full-time stadium security, guest relations staff, show pros, representatives from the mecklenburg county sheriffs department, a

12、nd charlotte-mecklenburg police officers. these employees help to ensure the safe consumption of alcohol by preventing intoxicated fans from entering the stadium and escorting fans who have consumed too much from the stadium; observing their surroundings for any possible alcohol related problems and

13、 alerting their supervisors; and responding to situations. in addition to stadium food & beverage supervisors and managers, these staff members may be called on to assist you when needed.however, always be proactive when working with alcohol. keep alert to potential problems and communicate with

14、 your co-workers when you notice someone attempting to break an alcohol policy or an allegedly intoxicated fan. it is always better to diffuse a situation before it becomes an incident. bank of america stadium alcohol policybank of america stadium alcohol policyfrom :“panthers fans who consume alcoh

15、ol are encouraged to drink responsibly. patrons who are obviously intoxicated will not be admitted into the stadium. all alcohol sales require a picture id as proof of age. you must id everyone who appears to be 40 years of age or younger, no exceptions. they must be at least 21-years-old to purchas

16、e alcohol. only two beers will be sold at any one purchase per person. all alcohol sales will be discontinued at the end of the third quarter. sales may be discontinued earlier at the discretion of stadium management.”it is illegal for someone who is underage or intoxicated to consume and/or be in p

17、ossession of alcohol in public. as someone serving alcohol, you are personally liable for any violation of irresponsible alcohol serving. possible consequences to staff due to a misuse of alcohol by fans can include fines, monetary judgments from civil suits, loss of job, and even a jail sentence.co

18、mmon negligence these laws set a minimum standard for the actions a reasonable person should take to prevent problems. these laws are not alcohol-specific, but are very broad and can be used to cover situations where harm resulted due to the misuse of alcohol.dram shop liability when a server of alc

19、ohol continues to serve drinks to an intoxicated patron or to a minor and then another person is subsequently hurt, or his property is damaged as a result of the patrons intoxication, the server and his employer will be liable to the injured person.employee penaltiesemployee penaltiesselling alcohol

20、 to someone under 21 is a misdemeanor. you must id everyone who appears to be 40 years of age or younger. if convicted, you will have a criminal record. you will also be unable to work in any place that sells alcohol for two years. besides a bar or restaurant, this includes convenience stores, marke

21、ts, catered events, etc.if you sell to an underage or intoxicated person and injury or death results, you may be sued for up to $500,000.if you sell to an underage or intoxicated person and injury or death results, there is no limit to the amount you may be sued for in a civil suit.it is in the best

22、 interest of every employee to prevent alcohol related incidents from occurring.in addition to any penalties imposed by north carolina and the alcohol law enforcement, violation of any state and stadium alcohol service policies will result in your termination from delaware north companies sportservi

23、ce.the law expects you to make a reasonable effort to the law expects you to make a reasonable effort to prevent intoxication and alcohol sales to minors, prevent intoxication and alcohol sales to minors, and to intervene if a fan does become intoxicated.and to intervene if a fan does become intoxic

24、ated.reasonable efforts include: checking all ids communicate policies 2 drinks per person, service stops at the end of the 3rd quarter good sport designated driver programs cut off intoxicated guests offer alternative beverages and/or food documentation train employees work with police and security

25、4 valid forms of identification4 valid forms of identification1. a state drivers license2. a north carolina state identification card3. a passport4. a military identification cardid everyoneregardless of ageif you ask a fan to see their id, and they do not have a valid form of id, you can not serve

26、them alcohol. legally, anyone consuming or serving alcohol, regardless of their age, is required to have a valid form of id with them at all times.if you recognize a fake id, return the id to the fan and let them know that you unable to accept their id. then, inform your supervisor.stadium food &

27、; beverage will support your decision if you deny alcohol service to a fan. alcohol service is a privilege, not a right.pictures of signagepictures of signagebesides posted signs, announcements may be heard and policies viewed on the video boards periodically throughout the game.good sport designate

28、d driver programgood sport designated driver programfrom : “panthers fans are the best around! thats why the carolina panthers and anheuser-busch have teamed up to implement the good sport program as a thank you to fans who respect the rights of others, drink responsibly, and designate a driver at p

29、anthers home games. fans may sign up for the program at the good sport designated driver booths across from section 123 on the 100 level and 513 on the 500 level. those who volunteer to be a designated driver have a chance to win panthers merchandise and other gifts. winners will be announced during

30、 the game.”when refusing a salewhen refusing a sale avoid escalating the situation by using a calm, conversational tone of voice. use the first person “im sorry, i am legally not allowed to serve you another drink” “i dont want you to be escorted from the stadium” if the fan insists, pull them to th

31、e side to avoid escalating the situation be nonjudgmental and non-threatening. state only the facts, citing the stadiums service policy. offer an alternative non-alcoholic beverage or food item. get your supervisor involved. inform your supervisor so that the fan does not go to another location to p

32、urchase alcohol.documentationdocumentationif an alcohol related i n c i d e n t o c c u r s , a n incident form should be completed with as much factual detail as possible and turned into your supervisor at the end of the event. documentation helps us by:providing information about steps taken durin

33、g an incidentprotecting the facility and employees from untrue claimsenabling us to track trends and implement policy and training changes, if necessaryincident forms are stocked in each location.additional stadium policiesadditional stadium policies a fan may only purchase two alcoholic beverages a

34、t a time, or one per hand. if they already have a drink in their hand, you may only sell them one more. cups may not be refilled. we do not sell doubles. id everyone who appears to be 40 years of age or younger to preserve our fan and family-friendly atmosphere, glass containers are not permitted in

35、 public areas of the stadium; beverages in these containers must be poured into a plastic cup. and, the tops must be removed from all plastic bottled alcoholic beverages. remember, it is your responsibility to ensure the safe consumption of alcohol in the stadium.trainingtrainingin addition to this

36、training session, you will be reminded of our alcohol service policies at each event you work.your supervisor will review the stadiums policies and state laws regarding alcohol sales and service. you will then be asked to sign off on the policies acknowledging t h a t y o u c o m p l e t e l y under

37、stand and agree to abide by all rules and regulations.if you ever have any questions or concerns, you s h o u l d s p e a k w i t h a manager or supervisor.key points to responsible alcohol servicekey points to responsible alcohol servicealcohol service is a privilege, not a right.fans must be 21 years old or old