A group of young patrons come into the venue after a sports event. They are loud and excited, celebrating a win for their team. Some of the patrons seem as though they have already been drinking, and the other patrons in the venue have noticed this group. A) How do you respond to these patrons? Issue the group with a warning to make sure they know the type of behaviour that the venue expects.
B) One of the patrons comes to the bar to order a few jugs of pre-mix alcoholic drinks for the group. Refuse service to the patron and explain why serving alcohol in this manner is irresponsible.
C) The patron is not happy that you have refused him service and he pressures you to serve the group the jugs of alcohol. More of the patron’s friends come over to the bar and start to make a scene, talking loudly for the rest of the venue to hear. D) How do you respond to this?
E) After you ask some of the patrons to leave the venue, others from the group start to get upset. They are getting more aggressive and you do not think you can handle the situation on your own. How do you respond to this?

The correct answers to these open questions are the following.

A) How do you respond to these patrons? Issue the group with a warning to make sure they know the type of behavior that the venue expects.

I would say something like this:

"Good evening gentlemen. Welcome to our place. A pleasure to serve. I would like to kindly ask you, gentlemen, to do not get too loud to respect our other patrons in the room."

B) One of the patrons comes to the bar to order a few jugs of pre-mix alcoholic drinks for the group. Refuse service to the patron and explain why serving alcohol in this manner is irresponsible.

I would say something like this:

"Sir, with the utmost respect I have to tell you that this place has the policy to refrain to serve alcohol to patrons that do not order food. SO I ask you to understand this policy."

C) The patron is not happy that you have refused him service and he pressures you to serve the group the jugs of alcohol. More of the patron’s friends come over to the bar and start to make a scene, talking loudly for the rest of the venue to hear. D) How do you respond to this?

I would say something like this:

"Gentlemen, please, there is no need to behave like this. I am very respectful to you and offering a reasonable explanation. I again. please, calm down, or I would be forced to call security. There is no need to make this bigger. So please, calm down. Let me offer you some special non-alcoholic cocktails. It's on the house."

E) After you ask some of the patrons to leave the venue, others from the group start to get upset. They are getting more aggressive and you do not think you can handle the situation on your own. How do you respond to this?

I would ask for the presence of our security ways and at the same time call the police and inform them about the situation. I wouldn't do this because I would be handling the situation. Previously, as part of pour systems and procedures, a member of my team would take these considerations and know that when a situation like this is presented, he/she knows what to do and take care of contacting security, and if things get worse, the police.