This duty is above your
bartender’s and servers’
“pay grade” and falls clearly
within the managers’ area of
responsibility.
through guest. It’s a shallow argument,
though, because we should be handling
them exactly the same. The purpose of
all this is to protect the guest and others
from physical harm and to protect us
and our establishments from financial
harm. There is no regular worth a life and
there is no just-passing-through worth a
fine, revocation of our license or the loss
of our business. So, keep this in mind
as we approach the guest to tell them
their options. That’s right: tell, don’t
discuss, because there is no discussion
once we have made the decision to cut
someone off. We must be forceful and
in command. That does not mean we are
bullies or have no compassion, it simply
means that we are the managers and we
have made the decision.
It is important to emphasize to the
guest that we have their best interest at
heart. Example: “John, can I speak with
you for a moment?” Guide John away
from the bar. “John, we’re concerned
about you tonight. It looks like we may
have served you one too many. Let’s get
you some food, on the house, and some
water and a cab so you can come back
and be with us again. There is nothing
more important to us, John, than your
safety and well being. Tell you what:
we’ll even pay for the cab.” Use the
words we and us, which makes your
guest feel like they are part of the team
and the decision.
It won’t go this smoothly every time,
but it is our responsibility to see that it is
done each and every time the situation
arises. NCB
