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Handling Intoxicated Guest

  STANDARD OPERATING PROCEDURE: HANDLING INTOXICATED RESTAURANT GUESTS Purpose: To maintain a safe, welcoming, and lawful dining environment by effectively identifying, managing, and refusing service to visibly intoxicated guests while minimizing confrontation and operational disruption. 1. Identifying Signs of Intoxication Service staff must continuously monitor guest behavior and physical indicators. Intoxication generally manifests across four key behavioral indicators: Physical Appearance & Coordination: Unsteady gait, stumbling, slurred speech, glass or dropped items, bloodshot/glassy eyes, loss of fine motor skills (e.g., struggling with cutlery or credit cards). Behavioral Changes: Becoming excessively loud, boisterous, overly friendly, argumentative, or unusually aggressive. Judgment Impairment: Buying rounds for strangers, ordering drinks rapidly, or engaging in unsafe behaviors. Inappropriate Reactions: Slow response times, loss of train of thought, or reduced in...
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Provide room service (Taking orders, loading trays/trolleys, in-room serving, clearing).

INFORMATION SHEET Topic: Provide Room Service (In-Room Dining) OVERVIEW & FUNDAMENTALS In-Room Dining allows hotel guests to enjoy meals privately in their guest rooms . Professional execution requires mastery of order taking, proper tray/trolley setup, courteous room delivery, and systematic clearing procedures . Tools & Equipment : Trays & Trolleys: Heavy-duty trays with non-slip surfaces; full-size trolleys equipped with fold-out wings . Thermal Hot Boxes / Warmer Cabinets: Insulated units attached under trolleys to maintain food temperatures ( $>60^\circ\text{C}$ / $140^\circ\text{F}$ ) . Plate Covers (Cloches): Metallic or polycarbonate domes that retain heat, protect food integrity, and maintain sanitation during transport . Preset Amenities: Condiments (salt, pepper, jams, butter), sugar caddies, bread baskets, and fresh flowers/vases . Menu Knowledge: Staff must know preparation times, ingredients, potential allergens ("Big 8"), and dietary option...
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