As Christmas party season approaches, Australian hospitality workers are being reminded that keeping celebrations safe sometimes means having to tell customers they’ve had enough to drink.
With pubs, clubs, restaurants and function venues preparing for end-of-year celebrations, Hospitality Courses Australia director Samuel Bohr said responsible alcohol service was particularly important during busy trading periods.
And while refusing a customer another drink could be uncomfortable, Mr Bohr said it was an essential part of working in licensed hospitality venues.
“Most people heading out for a Christmas celebration just want to enjoy themselves, but occasionally staff are put in the difficult position of having to tell someone they’ve had enough,” Mr Bohr said.
“That can be challenging when you’re dealing with a large group, a busy venue or someone who’s unhappy about being refused service.
“But responsible service of alcohol isn’t just about knowing how to pour a drink. It’s about recognising when someone shouldn’t be served and understanding how to handle that situation appropriately.”
When one more drink is one too many
Under Australian liquor laws, licensed venues and their staff have responsibilities relating to the service of alcohol to intoxicated customers, where they are required to monitor customers for signs of intoxication, including changes in speech, balance, co-ordination and behaviour.
Mr Bohr said recognising those warning signs was particularly important when customers were attending lengthy celebrations or moving between venues.
“Someone might arrive at a Christmas function having already had a few drinks elsewhere, or they might be drinking more quickly than they normally would,” he said.
“Staff can’t simply assume a customer is fine because they’ve only served them one or two drinks themselves.
“Part of responsible service is paying attention to how someone is behaving and making an informed decision about whether it’s appropriate to continue serving them.”
The cost of getting it wrong
Failing to meet responsible alcohol service obligations can have serious consequences for both businesses and individual workers.
Mr Bohr said those penalties highlighted the importance of ensuring hospitality workers understood their legal responsibilities.
“Nobody wants to be the person who has to interrupt someone’s Christmas celebration, but the consequences of continuing to serve an intoxicated customer can be much worse,” he said.
“These rules exist to protect customers, staff and the wider community.
“And while there are financial penalties for getting it wrong, the bigger concern is the potential for someone to get hurt.”
How to refuse service without escalating the situation
Mr Bohr said hospitality workers should be supported with appropriate training, clear workplace procedures and assistance from supervisors when dealing with difficult customers.
He recommended several practical approaches to refusing alcohol service:
Remain calm and respectful: Explain the decision without embarrassing or confronting the customer.
Be clear and consistent: Avoid suggesting the customer might receive another drink if they argue or wait.
Offer alternatives: Where appropriate, suggest water, non-alcoholic drinks or assistance arranging transport.
Involve supervisors: Seek support from managers or security personnel if the situation becomes difficult.
Communicate with colleagues: Ensure other staff know when someone has been refused service.
Mr Bohr said Responsible Service of Alcohol (RSA) training helped workers understand their obligations and develop strategies for handling challenging situations.
“Knowing the rules is one thing, but applying them when a customer is upset or argumentative is another,” he said.
“Good training gives workers a foundation, but they also need employers who will back them when they make the right decision.
“Christmas should be a time for people to celebrate and enjoy themselves, and responsible alcohol service plays an important role in making sure everyone gets home safely.”
