Alcohol Awareness is a growing concern within the Hospitality Industry nationwide. By recognizing the "early" signs of intoxication, monitoring your customer's consumption, and treating them as you would a guest in your own home; you fulfill your responsibility and protect the guest.  When serving alcohol it is governed by Alberta that you have a "Duty of Care" to ensure that the customers that you are serving do not harm themselves or others.

All servers employed at the Links of GlenEagles need to complete ProServe.  This program gives you information and knowledge on how you can fulfill your "Duty of Care".  Please visit www.proserve.aglc.ca  for more information.  The Links of GlenEagles will pay for your ProServe training.  Please advise us if you need to take the course.  We will require proof of completion before you start.

Please remember that a manager will always back you up on your decision to stop service to a customer.  You will not get in trouble.  If you need another opinion on if someone should be cut off, notify a manager or shift leader.  You need to be very comfortable in stopping service to a customer.

With alcohol being served in many areas at GlenEagles, it is pivotal that we all have open communication.  If the Bev Cart stops service to a customer, they will need to notify the Lounge, Kiosk and if needed the tournament servers as well as a manager. 

Please review the below documents on Schedulefly before your first shift.  These will also be available in the servery.  We require you to sign off on each document before you start.

1. Server Intervention Program
2. Incident Log
3. Sample Court Cases
4. Early Intervention

 

Another area that we all need to be aware of is outside liquor being brought onto the course.   You are responsible to know what liquor we serve both in the lounge and on the course and what products GlenEagles sells.  We cannot allow outside liquor to be consumed as it is against our liquor license and we don’t have a clear handle on how much a customer has consumed. 

 

Steps to take if you encounter outside liquor at the course: 

• Approach the customer in a non aggressive manner and state that we need to hold onto the liquor until they are done the round or on their way out from a tournament/banquet/wedding.   We will give it back to them as it is not our property.  Liquor will be held in the ProShop.
• Notify your manager.

GlenEagles Procedure for Intoxicated Guests: 

1. Determine if the customer is intoxicated.
2. If intoxicated, stop alcohol service and recommend a non-alcoholic beverage.
3. Ask the person what their plans are to getting home
4. If the person says they have a ride, follow up with the other members of his/her group to confirm.
5. If the person has no ride, WE MUST ARRANGE A TAXI.
6. It is your Duty of Care to make sure this customer gets a safe ride home.
7. Once intoxication is determined you now must update your manager and the rest of the Food and Beverage Departments.  Call Laura, the Shift Leader, let the kitchen know as well as the ProShop.  Call the Kiosk, radio the front and back nine beverage carts.  Give them a detailed description of the person, who they’re with, what they were drinking and preferably what power cart they are in if still out on the course. 
   1. This step is the same if you are in any area of the course.  If you are working the BevCart you need to notify all other areas.  Same goes for the Kiosk. 
8. If you are made aware of someone who is cut off, make sure to pass that information along to the next person on your shift.
9. If the person becomes aggressive with the decision of no alcohol service, Laura, Kitchen or the Shift Leader for immediate assistance, we will then call the Cochrane RCMP for assistance.  932-2211