Handling Threats from Intoxicated Patrons: A Staff Guide

When working in hospitality, it’s a reality we all hope to avoid but need to be prepared for: dealing with an intoxicated patron who could potentially pose a threat. So, what’s a staff member supposed to do when a situation turns tense? Let’s navigate this pressing issue together.

The Challenge of Intoxication

You know what? Serving drinks can sometimes lead to some unpredictable scenarios. Alcohol affects people differently—it can turn a friendly conversation into a heated exchange in a matter of minutes. When patrons start to lose control, it’s crucial to maintain a cool head.

But here’s the million-dollar question: if you’re feeling threatened, what’s the best course of action? The correct answer isn’t as straightforward as it seems.

Options on the Table

Here’s a breakdown of four actions that come to mind when dealing with an intoxicated patron:

• A. Ignore the threat and continue serving
• B. Confront the patron directly
• C. Seek assistance from security or law enforcement
• D. Leave the area immediately

Let’s unpack these options. Ignoring the threat? That’s a definite no-go! It’s like ignoring a storm on the horizon—the sooner you respond, the easier it’ll be to manage the fallout. Confronting the patron directly might sound brave, but let’s face it—this is likely to escalate tension. Think about it. You wouldn’t want to add fuel to the fire.

The Right Call: Get Help

So what’s the answer? It’s C: Seek assistance from security or law enforcement. When things get dicey, involving trained professionals is the most responsible action—like when a fire alarm goes off, you call the fire department rather than attempting to put out the flames yourself.

Security personnel are trained to handle volatile situations, and they have tools and tactics at their disposal to diffuse conflict safely. Plus, having security present can also help maintain order for other patrons. So, remember, your safety matters. It allows you to serve your customers with confidence and protects everyone around you.

Why Other Options Fail

Let’s briefly revisit the other options:

• Ignoring the threat might make you feel like you’re keeping the peace, but that could lead to harm for you or others.
• Confronting the patron directly is like poking a bear—there’s a good chance it could backfire in unpredictable ways.
• Leaving the area might give you a temporary sense of relief, but it doesn’t resolve anything and could leave your coworkers or other customers at risk.

The Bottom Line

In this line of work, the safety of everyone—including yourself—is paramount. Knowing when to call for help isn’t just smart; it’s essential for effective alcohol management. As you prepare for the practice scenarios that come with the Responsible Alcohol Management Program (RAMP), remember that the key lies in knowing your boundaries and acting with assurance.

Training for the Unexpected

Dealing with threatening situations is just one part of a larger training regimen. But isn’t it reassuring to know there are actionable steps to take? As you gear up for your exam, remind yourself that preparation is key. Familiarizing yourself with protocols not only arms you with knowledge but also strengthens your confidence.

So, the next time you find yourself in a tough spot with an intoxicated patron, don’t hesitate. Call for help. Reach out to security or law enforcement and let them do what they’re trained to do.

Safety isn’t just an option—it’s a responsibility you carry as part of the hospitality industry. And hey, that’s a badge of honor if you ask me!