Bar Codes of Practice
THE BAR
CODE
FRONTLINE
BAR STAFF AND THE LAW
The information provided here is based on the National Host
Responsibility Guidelines. These have been prepared by Uganda Restaurants and
Lodging Association (URLA) in conjunction with a range of agencies as a tool
for being a responsible server and ensuring compliance with the Sale of Liquor Laws.
For
further information about Host Responsibility and the Sale of Liquor Laws,
opportunities for training about these issues in your area, and various
resources that are available, contact your local URLA regional chapter or agency.
Bar
Codes of Practice
Intoxication:
Recognizing it and dealing with it
Minors: 18+
Who can drink, where?
Drinking
options: H2O
Providing low or non-alcoholic choices
Food:
Ensuring customers have access to food
Promotions: Shs
Special offers and house rules
Transport: TA XI
Helping customers access transport options
“It’s all going
nicely. Cheerful chat. Happy laughter. A
good vibe. When whammo, some idiot tips the balance. They get loud,
argumentative, stroppy. Or they go the other way and become slurry, stumbly,
rubber-legged and spill-prone.
Maybe
either you, their mates or security staff persuade them to move on, but who
knows what they’ll do to themselves – or others – outside?
If
you work behind a bar, you’ll have seen all of this and much, much more. You’ll
appreciate what a problem intoxication can be.”
THE BAR CODE
Introduction
Staying inside
the law behind the bar
Intoxication
is probably the community’s biggest concern when it comes to serving liquor,
and enforcement agencies like the Police are taking an increasingly tough line.
To reduce intoxication and all the problems it brings, the Sale of Liquor laws
requires bars and bar staff to follow a set of guidelines called ‘Host
Responsibility’. They cover six areas.
·
Preventing
intoxication
·
Service
to minors
·
Offering
low alcohol drink options
·
Providing
food
·
Running
acceptable promotions
·
Helping
customers with transport options
These
guidelines affect you. Whether you’re a casual just filling in for the night or
a long-serving full-timer, you’re a host as far as the law is concerned.
And even
though some of the responsibilities are controlled by your management, you have
a role in each of them. For instance – ensuring ‘substantial food’ (eg. hot
chips) is available is mainly management’s job. Ensuring customers get it is
yours. You can’t just say “sorry, the microwave’s on the blink or the kitchen
is closed…”
These
guidelines outline what you’re required to do and provide practical advice on
how to stay inside the law when you’re behind the bar.
Otherwise…
fines
Breaking
the laws around serving alcohol could be very expensive for you personally. It
can also affect your immediate boss, the owner of the bar, even the other
people working there if the place is shut down.
For
selling alcohol to someone who is intoxicated or a minor:
You
can
be convicted and fined
Your
manager can
be fined
Your
licensee can
be fined
The bar can be closed
for up to 7 days.
1. Intoxication:
Recognizing it
and dealing with it
Preventing
intoxication
This
is one of the most important of your responsibilities. You are required by law
to:
·
Prevent
anyone becoming intoxicated in your bar
·
Refuse
service to anyone who is intoxicated
·
Ensure
intoxicated customers leave the premises
When
is someone ‘intoxicated’?
Intoxication
comes in various shades and there is no single definition. But you can usually recognize
someone who has crossed the line and had too much. We’ve all seen it. And your
manager and your house policy should give you a guide on what is acceptable
behaviour on your premises.
A
definition the police use is “being noticeably affected… to the extent that
speech, balance, coordination or behaviour is clearly impaired”.
If
they find someone in that condition on your premises the manager will be fined
and the liquor licence for your bar may be suspended.
Why
you need to prevent intoxication
Most
times, people drink and enjoy alcohol without incident. But a couple of drinks
can lead to a couple more… which can lead to intoxication and a whole range of
possibilities, generally bad: crime, violence, drink-driving and crashes,
physical assault and health problems.
It’s
not just the intoxicated person who suffers. Mates, partners, kids, innocent
bystanders can all be affected often with shocking, sometimes fatal
consequences.
It’s
a serious problem which is why the law says you are part of the solution.
Act
early
You’re
required by law to keep an eye on your customers’ consumption of alcohol and
use common sense to ensure they stop being served alcohol before they reach the
point of intoxication.
It’s
best to get in early – all experienced bar people would agree. It is far easier
and smarter to spot trouble and limit someone’s intake before they get
intoxicated. You’ll find that out if you ever have to reason – or try to – with
someone who is intoxicated and have them removed. By acting early, you minimize
the embarrassment or potential discomfort to the drinker, to other customers
and to yourself.
Recognizing
the signs
There
are various stages on the road to intoxication which you need to be able to recognize.
1
Getting started
The
customer is alert, orders clearly, stands normally and looks at you directly.
Don’t
assume new customers are at this level – they may have already been drinking
elsewhere.
2
In the comfort zone
The
customer is happy and cheerful, but more easily distracted, with eyes that may
wander a little. They are not talking or ordering as clearly, and may be more
extrovert than before.
Try
and keep your customers in the comfort zone.
3
On the edge
The
customer is noisy and losing focus. Their reactions are slowing, but they’re
drinking faster and maybe complaining. They may be very happy and friendly in
an exaggerated way, or withdrawn.
Put
the brakes on and slow their drinking down.
·
Take
the initiative. Suggest they take time-out with something non-alcoholic, or
food
·
Play for time. Wait for a glass to be empty before refilling.
Don’t offer refills – wait till they ask. Be busy serving other customers
·
Serve
their next drink with water on the side
·
Get
talking to the customer
·
Alert
other staff
·
You
may be able to use the customer’s friends to rein in their drinking.
·
Remember,
it is easier to step in now rather than later when you’re having problems and
the customer is less rational
4
Out of line
The
customer is talking loudly but having trouble getting words out clearly. They
are flushed, glazed, and can’t focus. They may be less coordinated, knocking
things over, droopy-headed and stroppy.
Call
a halt. By law you must stop serving the customer alcohol and remove them from
the premises.
·
Make
sure management and other staff know what’s happening, so they can back up your
actions and provide support
·
Point
out the signs about the law and your house policy on serving intoxicated
people. Having them displayed prominently can make your job a lot easier
·
Avoid confrontations. Don’t imply that you know what is best
for the customer or come down too heavy on them. Don’t use language that will
inflame them like ‘drunk’ or ‘pissed’. Beware of your body language
·
“you can’t serve them any more. That’s tough – I’m
just doing my job. We don’t want trouble here. ”
·
Be
firm. Don’t bargain or negotiate. They may be argumentative and irrational. You
are simply doing your job. Clearly state what is acceptable and what is not and
your intention to remove them from the premises
·
Don’t
embarrass the customer. Always treat people with respect and keep your
discussion as private as reasonably possible
·
Once
again, use friends to encourage the drinker to leave if that’s what is
necessary
Extra Hazards: Drink
spiking
A
relatively new danger is drink spiking – drugs or strong alcohol like vodka
being added to someone’s drink without their knowledge. These additives may be
colourless, tasteless and smell-free, and the victim may not be aware of any
difference in their drink.
It’s
often done to assist sexual assault.
Drink
spiking is a crime, but in a busy, noisy bar or club, it can happen quite
easily. If you suspect someone of dropping something into a drink that is not
their own, alert the owner of the drink and report the incident immediately to
your manager.
Drinking
and Drugs
If
customers are combining alcohol with other drugs they can become intoxicated
much faster than they would otherwise. It can also magnify the effects, making
them more unpredictable than if they had just drunk alcohol.
Some
alcohol-drug combinations can affect the body so severely it causes permanent
damage or even death.
As
far as the law is concerned, the cause of the intoxication doesn’t matter.
Anyone who is intoxicated must be denied service and removed from the premises.
Emergencies
If
anyone collapses and is unconscious, from alcohol, drugs, a combination – or
for any other reason – call an ambulance or police immediately (ring 999 or 112).
Ask
yourself
·
What’s
the house policy on getting customers to slow down their drinking?
·
How
do you deal with customers who are intoxicated?
·
Do
you have authority to ask customers to leave? If not, who does?
·
Does
your bar have signs about not serving people who are intoxicated?
·
Can
you afford the fine if you’re caught serving an intoxicated customer?
2.
Minors: 18+
Who can drink, Where
Minors
You,
your manager and the bar owner can be fined heavily for serving alcohol to
minors or allowing them on the premises illegally.
Who
you can serve, where they can drink
Licensed
premises are divided into various areas where different conditions apply. Some
bars have just one type of area: others have combinations. The three types are:
·
Restricted:
an area where no-one under18 is allowed
·
Supervised:
an area where no-one under 18 is allowed unless they are accompanied by their
parent or legal guardian
·
Undesignated:
an area where anyone of any age can be
While
someone under 18 can drink alcohol within a supervised or undesignated area, if
it is purchased for them by a parent or legal guardian, under no circumstance
can they purchase alcohol themselves.
18?
You need proof
It’s up to
the customer to prove they are old enough to buy alcohol or be on your
premises. If they can’t supply proof, you’re not obliged to allow them on the
premises. In fact, you should not allow them in or serve them. By law, there
are only four types
·
Ugandan
Passport
·
Overseas
passport
·
Ugandan
driver’s licence
·
National
ID 18+ photo ID card
·
Voter’s
ID
Many
bars now have a house policy of asking for ID if anyone looks under 25. Don’t
be flexible or you will be targeted by minors - and the authorities.
“Men
are hard to tell at times, but woman are particularly deceiving – you have to
see that ID.”
Ask
yourself
?
What
does your house policy tell you to do when someone who may be under 18 asks for
service?
?
What
forms of ID can you accept?
?
Are
your premises Restricted, Supervised or Undesignated – what does it mean?
?
Does
your bar have signs about not serving people who are under 18? These can be
obtained free of charge from beer suppliers.
3.
Drinking options: Water (H2O)
Providing low or
non-alcoholic choices
Drinking Options
Your bar is required to provide
and promote a reasonable range of low- and non-alcoholic drinks. Having these
options readily available makes it easier for customers when they choose not to
drink alcohol, for whatever reason. They’re also a good option to have on hand
or suggest to customers who need to be slowed down before they reach a state of
intoxication where you and your bar become liable under the law.
What you need to
do
Your
manager needs to arrange the supply of low or non-alcoholic drinks. It’s over
to you to make sure customers are aware of them, and to serve them willingly.
·
As
a basic step – make sure water is always available, preferably presented nicely
with ice and where possible, lemon – and free
·
For
customers who look like they need slowing down, serve their drink with a glass
of water to go with it
·
You
should also make sure you have a few suggestions up your sleeve for customers
who want a non-alcoholic drink eg. lime, lemonade and bitters, coke with a
splash of raspberry, spritzers etc.
·
You
might like to try some of your favourite cocktails without the alcohol – or get
creative and invent some new ones
Ask
yourself
?
What
low- and non-alcoholic refreshments can you offer?
?
How
do customers know about them – are they included in signage and beverage menus?
?
Is
it house policy to make water readily available and free to customers?
“You should also make sure you have a few suggestions
up your sleeve for customers who want a non-alcoholic drink eg. lime, lemonade
and bitters, coke with a splash of raspberry, spritzers, etc.”
4.
Food:
Ensuring
customers have access to food
Food
Ensuring customers have access to
food is also part of your responsibility under the Sale of Liquor laws. With
food on board, the bloodstream doesn’t absorb alcohol as quickly so they’re
less likely – or slower – to become intoxicated. Nuts and crisps don’t cut it.
The food has to be bulky and filling – such as hot wedges, quiche, breads and
dips, desserts. It also has to be available on the premises right through
opening hours.
What
you need to do
Your
manager or owner will decide what type of food your bar will offer. Obviously,
it will depend on what sort of clientele the bar is trying to attract, but you
may have your own kitchen, a freezer and microwave combination, or an
arrangement with a local food provider. Your main responsibilities as a
frontline employee are to:
·
Make
sure customers know food is available
·
Serve
it willingly and happily at any stage of your shift
·
Encourage
customers approaching intoxication to take time out and have a bite
If
you have menus, you should make sure they’re distributed to every table or
along the bar. If you have a menu board or food on display, you should draw
attention to it and make sure everyone can see it. You should also make sure
that when you display and serve food, it is well presented, appetizing and
appealing.
Many
bar owners now realize that providing food adds to the experience for
customers. It encourages them to stay longer, provides extra revenue and helps
avoid problems. Providing free bar snacks that look, smell and taste great is a
proven way of steering customers’ thoughts to food. If your bar has them, offer
them about.
Ask yourself
?
Can
everyone see and read your menu?
?
Can
you always tell customers what food is available?
?
What’s
the house policy on providing substantial food at off-peak times?
“Encourage
customers approaching intoxication to take time out and have a bite.”
5.
Promotions: Shs
Special offers
and House rules
Promotions
It’s an offence to run any sort
of promotion or have any ‘house rule’ on licensed premises that encourages
people to drink excessively. This is mainly a problem for management, but if
you contribute ideas for promotions or put the house rules into practice, you
need to be aware of what’s acceptable and what is not.
What’s
not Acceptable
·
Promoting
alcohol in non-standard measures, and/or giving them names such as laybacks,
shooters, slammers, test tubes, blasters so that it encourages irresponsible
drinking
·
Promotions
or drink cards that offer multiple free drinks or big discounts for limited
periods, which customers can stockpile or transfer to others. A promotion or
drink card must not create an incentive for customers to consume liquor more
rapidly than they otherwise might
·
Giving
promotions names that may encourage customers to drink irresponsibly or
excessively
·
Refusing
to serve single measures of spirits on request or provide reasonably-priced
nonalcoholic drinks
·
Any
promotion that encourages people to drink excessively (all you can drink
offers; free drinks for women; two for one deals) and to drink it in an
unreasonable time period
·
Any
promotion that compromises customer safety
What
is Acceptable
·
The
traditional ‘happy hour’ during or immediately following normal daytime working
hours
·
A
complimentary drink (as long as it’s a standard measure) upon arrival
·
Promotions
involving low alcohol beer where the advertising and posters etc. make it clear
that low alcohol beer is involved
·
Advertising
a special, flat price for a brand, providing it’s over a specified period and
the price is not so low that it will encourage excessive drinking
·
Providing
incentives to purchase, such as prizes or special prices, so long as the
incentives don’t encourage people to drink more or faster than they normally
would
·
Competitions
or promotions involving food, meal deals, meal and drink combos and other
offers that reflect responsible drinking practices
Ask
yourself
?
Does
your bar run any alcohol promotions?
?
Would
they fit into the ‘acceptable’ category?
6.
Transport: TAXI
Helping
customers access transport options
Transport
Your
establishment is required to help customers (and staff) with access to
transport alternatives. It’s not a blank cheque that lets you top your
customers up to the point they’re legless and then wheel them home. It’s a
requirement designed to help ensure customers enjoy a safe, relaxed time in
your bar – and particularly to minimize the risks of them drinking then
driving.
What
you need to do
There
will be several alternative ways for your customers to get home from your bar.
It’s the job of frontline bar staff to make sure customers know what’s
available, and help them make whatever arrangements are necessary. You need to:
·
Help
with taxis or dial-a-driver. Show customers to a phone and give them a number
to call – even offer to make the call yourself
·
Make
sure signs with taxi company numbers etc. are clearly visible
·
Encourage
groups to designate anon-drinking driver – give that person free non-alcoholic
drinks
Ask yourself
?
What
other forms of transport can customers take from your bar?
?
What
can you do to make sure customers know about these options?
?
What’s
your house policy about ensuring customers get home safely?
“Help
with taxis or dial-a-driver. Show customers to a phone and give them a number
to call – even offer to make the call yourself”
