Scenario

A patron approaches the bar at midnight and demands a shot. He does not appear to be intoxicated and this is the first drink the patron has ordered. However, it is against your venue's House Policy to serve shots after midnight.


Part 1

As it is against House Policy to serve drinks in this manner, you need to refuse service of the shots.


Remember, this is not a full refusal of service due to signs of intoxication, this is a refusal to serve a specific type of drink the patron ordered, as it is against House Policy.


In your response you will demonstrate how you would communicate with the patron by talking to the Assessor as though they are the patron. Give the patron a WARNING about ordering drinks that are against the venue's House Policy.


In your response make sure to:


Use the appropriate tone of voice;

Give the patron a WARNING; and

Make attempts to defuse the situation.


Part 2

Considering the scenario in part 1, explain to the patron the consequences they may face if they continue to demand service that is against House Policy.


In your response make sure to:


Make references to what might happen to the patron if they do no not comply with the refusal to serve drinks that are against House Policy