AlcoholServiceTraining酒精服務(wù)培訓(xùn)課件

1、Delaware 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 employees with the training, tools, and information they need to service o

2、ur 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.第1頁(yè)，共21頁(yè)。Basic Alcohol InformationAlcohol is absorbed into your bloodstream as soon as it is con

3、sumed; 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 hour to metabolize 1 oz. of pure alcohol from your bloodstream.第2頁(yè)，共21頁(yè)。Signs of Int

4、oxicationAs 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 - talking loudly, overfriendly, argumentative Faulty Judgment - inappropriate jokes, socially unaccepta

5、ble behavior, foul language Slowed Reactions - glassy eyes, forgetful, decreased small motor skills Poor Coordination - stumbling or falling, impaired vision, swaying or unsteady第3頁(yè)，共21頁(yè)。State/County Laws vs. Stadium PoliciesThere is a difference between laws and stadium policies regarding alcohol s

6、ervice policies. Laws are policies enforced throughout Mecklenburg county and the state of North Carolina; stadium policies are guidelines for behavior and safety within Bank of America Stadium.Laws Fans must be 21 years of age to purchase/consume/possess alcohol. Anyone serving alcohol must be at l

7、east 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 alcoholic beverages may be purchased per person per sale. Sales of alcoholic beverages stop at the end of the 3rd quarter. Check

8、 the ID from EVERYONE who appear to be 40 years of age or younger Tops must be removed from any alcoholic beverage when purchased.第4頁(yè)，共21頁(yè)。ABC and ALEABC - Alcohol Beverage Control - is an agency within the Department of Commerce. They regulate the sale, purchase, transportation, manufacture, consum

9、ption, 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 primary mission is to enforce the laws set forth by the ABC, they are also responsible for enforcing the tobacco, controlled subs

10、tance 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, monitoring fans and employees to ensure the safe and lawful use of alcohol.第5頁(yè)，共21頁(yè)。Stadium security staffOn game day, the stadiums

11、security staff is comprised of full-time stadium security, guest relations staff, Show Pros, representatives from the Mecklenburg County Sheriffs department, and Charlotte-Mecklenburg police officers. These employees help to ensure the safe consumption of alcohol by preventing intoxicated fans from

12、entering the stadium and escorting fans who have consumed too much from the stadium; observing their surroundings for any possible alcohol related problems and alerting their supervisors; and responding to situations. In addition to Stadium Food & Beverage supervisors and managers, these staff membe

13、rs 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 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

14、situation before it becomes an incident. 第6頁(yè)，共21頁(yè)。Bank of America Stadium Alcohol PolicyFrom :“Panthers fans who consume alcohol 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. Y

15、OU MUST ID EVERYONE WHO APPEARS TO BE 40 YEARS OF AGE OR YOUNGER, NO EXCEPTIONS. They must be at least 21-years-old to purchase 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 earli

16、er at the discretion of stadium management.”第7頁(yè)，共21頁(yè)。It is illegal for someone who is underage or intoxicated to consume and/or be in possession of alcohol in public. As someone serving alcohol, you are personally liable for any violation of irresponsible alcohol serving. Possible consequences to st

17、aff due to a misuse of alcohol by fans can include fines, monetary judgments from civil suits, loss of job, and even a jail sentence.第8頁(yè)，共21頁(yè)。Common Negligence These laws set a minimum standard for the actions a reasonable person should take to prevent problems. These laws are not alcohol-specific,

18、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 alcohol 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 o

19、f the patrons intoxication, the server and his employer will be liable to the injured person.第9頁(yè)，共21頁(yè)。Employee PenaltiesSelling alcohol 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 als

20、o be unable to work in any place that sells alcohol for two years. Besides a bar or restaurant, this includes convenience stores, markets, 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 o

21、r 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 interest of every employee to prevent alcohol related incidents from occurring.In addition to any penalties imposed by North Carolina and the Alcohol Law Enforcemen

22、t, violation of any state and stadium alcohol service policies will result in your termination from Delaware North Companies Sportservice.第10頁(yè)，共21頁(yè)。The law expects you to make a reasonable effort to prevent intoxication and alcohol sales to minors, and to intervene if a fan does become intoxicated.R

23、easonable 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第11頁(yè)，共

24、21頁(yè)。4 Valid forms of IdentificationA state drivers licenseA North Carolina state identification cardA passportA Military identification cardID EVERYONEREGARDLESS OF AGE第12頁(yè)，共21頁(yè)。If you ask a fan to see their ID, and they do not have a valid form of ID, you can not serve them alcohol. Legally, anyone

25、 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 & Beverage will support your deci

26、sion if you deny alcohol service to a fan. Alcohol service is a privilege, not a right.第13頁(yè)，共21頁(yè)。Pictures of signageBesides posted signs, announcements may be heard and policies viewed on the video boards periodically throughout the game.第14頁(yè)，共21頁(yè)。Good Sport Designated Driver ProgramFrom : “Panthers

27、 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 Panthers home games. Fans may sign up for the program at the Good Spo

28、rt 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 the game.”第15頁(yè)，共21頁(yè)。When refusing a saleAvoid escalating the situat

29、ion 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 the side to avoid escalating the situationBe nonjudgmental and non-threatening. Sta

30、te 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 purchase alcohol.第16頁(yè)，共21頁(yè)。DocumentationIf an alcohol related incident occurs, an inci

31、dent 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 during an incidentProtecting the facility and employees from untrue claimsEnabling us to track trends and i

32、mplement policy and training changes, if necessaryIncident forms are stocked in each location.第17頁(yè)，共21頁(yè)。Additional Stadium Policies A fan may only purchase two alcoholic beverages at 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

33、 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 public areas of the stadium; beverages in these containers must be poured into a plastic cup. And, the tops must be re

34、moved from all plastic bottled alcoholic beverages. Remember, it is your responsibility to ensure the safe consumption of alcohol in the stadium.第18頁(yè)，共21頁(yè)。TrainingIn addition to this training session, you will be reminded of our alcohol service policies at each event you work.Your supervisor will re

35、view the stadiums policies and state laws regarding alcohol sales and service. You will then be asked to sign off on the policies acknowledging that you completely understand and agree to abide by all rules and regulations.If you ever have any questions or concerns, you should speak with a manager or supervisor.第19頁(yè)，共21頁(yè)。Key points to responsible alcohol serviceAlcohol service is a privilege, not a right.Fans must be 21 years old or older to purchase and/or consume alcohol.Anyone serving alcohol must be 1