1. INTRODUCTION
In accordance with the NSW Liquor Act 2007, leaders and team members of Castle Hill RSL Club Ltd (CHRG) will ensure Responsible Service of Alcohol at all times.
Anyone who is believed to be intoxicated by alcohol, drugs or misuse of medication, will not be allowed to enter the premises, or if on the premises will be required to leave.
Procedures and standards will be followed to ensure the safety, comfort and wellbeing of all persons on the premises to ensure the highest standard of customer service possible. Such procedures are included in Restaurant, Bar and Café standard procedures located at each service point. Training checklists for service areas also contain specific RSA competencies.
This policy has been designed to promote an attitude of Responsible Service of Alcohol for community, legal and health and safety reasons. CHRG understands that irresponsible use of alcohol leads to serious social problems including drunkenness, underage drinking, violence and drink driving.
The management and staff will promote responsible service practices to ensure compliance to relevant laws, creating a safe and secure environment through a common duty of care.
This policy applies to all team members of CHRG.
2. OUR COMMITTMENT
CHRG will work to achieve responsible service of alcohol environment by:
Not serving shots in shot glasses.
Not serving doubles (except for cocktails approved for sale in our cocktail bars).
Making water available free of charge at all bar outlets.
Providing a complimentary taxi phone service via reception.
Displaying clear signage to ensure minors are not served alcohol or gaining access to restricted areas.
Not promoting liquor products at extreme discounts or for short periods of time that may result in rapid drinking or intoxication.
Training staff regularly on our RSA policy and procedures.
Providing RSA marshals to assist in the vigilance of patron behaviour.
Contracting only professional, licenced and well trained security personnel to assist in patron behaviour management.
3. REFUSAL OF SERVICE
To ensure our team is well equipped to refuse the service of alcohol, we employ the following guidelines:
3.1.DO
Obtain agreement from Duty Manager/Supervisor before speaking to the patron.
Be polite – avoid value judgements and arguments.
Point to posters/signs behind bars and liquor service points to reinforce your decision
Report the refusal of service to Duty Manager/Supervisor.
Explain the refusal for service (e.g. continued bad language, inappropriate behaviour).
Offer – if appropriate – non-alcoholic beverages instead, or to phone a taxi or a friend to drive them home. It is more difficult to become angry with someone offering you assistance.
Ask patron to leave. Make sure they leave the premises safely and do not stay around outside where they may cause a disturbance to neighbours and other patrons.
Document incidents relating to refusal of service in “Incident Log Book”, especially those involving threats or aggression.
Call the police if a patron refuses to leave – if they are intoxicated, violent or quarrelsome.
3.2.DON’T
Call the patron “a drunk”. Warn them politely that their behaviour is unacceptable.
Raise your voice. If they raise theirs, lower yours.
Be persuaded to give them “one last drink” after you have stated they have had enough.
4. BREACH OF THIS POLICY
Breaches of this policy may result in counselling and or disciplinary action, up to and including dismissal.
5. REVIEW OF THIS POLICY
This policy will be reviewed every two years to ensure it remains consistent with all relevant legislative requirements, as well as the changing nature of the company or more frequently where legislative requirements are changed or amended.
6. POLICY COMMUNICATION AND EDUCATION
This policy will be stored on CHRG’s intranet site. It will be incorporated into induction/onboarding programs and CHRG will conduct education sessions on the application and operation of this policy as required and when any changes to the policy are implemented.
7. DOCUMENT HISTORY
Preparedby: Approvedby: Date: Version: Comments
Alison Brinkman Head of People & Purpose
David O’Neil Group CEO 1/10/2023 1.0 First issue of standalone policy