Plan for Success: Tips for your Alcohol Business

How can alcohol licensees in New Zealand enhance staff training for responsible alcohol service?

Alcohol licensees in New Zealand can enhance staff training for responsible alcohol service by incorporating the following strategies:

1. Regular Training Sessions: Conduct regular training sessions for all staff members on responsible alcohol service practices. This should include information on legal drinking age requirements, checking IDs, recognising signs of intoxication, and intervention protocols.
2. Manager’s Certificate: Ensure that all employees have a valid Manager’s Certificate as required by New Zealand’s licensing laws. This certificate signifies that an individual is trained in responsible alcohol service and management.
3. Duty Manager Requirement: Ensure that a duty manager is always present when alcohol is sold and supplied. Duty Managers play a crucial role in overseeing operations and ensuring compliance with regulations.
4. Role-Play Scenarios: Conduct role-playing exercises to simulate various scenarios that staff might encounter, such as refusing service to intoxicated customers or handling difficult situations.
5. Update Training Materials: Regularly update training materials to include the latest information, techniques, and best practices in responsible alcohol service.
6. Feedback and Evaluation: Solicit feedback from staff regarding the effectiveness of training sessions and continuously evaluate the impact of training on their performance.
7. Incorporate Technology: To make training more engaging and accessible, consider using technology solutions, such as e-learning modules or interactive training platforms.
8. Reward Systems: Implement reward systems or recognition programs to acknowledge and incentivise staff members who excel in adhering to responsible alcohol service practices.
9. Continual Improvement: Encourage a culture of continual improvement by providing opportunities for staff to suggest enhancements to training programs based on their experiences and customer feedback.

1. Training on Recognising Valid IDs: Provide comprehensive training to staff on how to identify and recognise valid forms of identification, such as driver’s licenses, passports, or HANZ 18+ Cards.
2. Regular Refresher Training: Conduct regular refresher training sessions to keep staff up-to-date on the latest techniques for detecting fake IDs and preventing underage sales.
3. Use of ID Scanners: Consider investing in ID scanning technology to quickly and accurately verify the authenticity of identification documents.
4. Establish Clear ID Policies: Develop and communicate clear policies regarding ID checks for all customers, regardless of their age or appearance.
5. Require ID for All: Implement a strict “ID for all” policy, where staff are required to check the ID of every customer who appears to be under a certain age, typically 25 or younger.
6. Challenge 25 or 30 Policy: Adopt a “Challenge 25” or “Challenge 30” policy where customers who appear to be under 25 or 30 are always asked for ID.
7. Train Staff to Handle Refusals: Provide training to staff on how to politely refuse service to individuals who fail to provide valid identification or who are underage.
8. Use UV Lights and Magnifying Glasses: Equip staff with tools like UV lights and magnifying glasses to help them detect security features on IDs that are not easily visible to the naked eye.
9. Monitor Compliance: Regularly monitor and evaluate staff adherence to ID verification procedures through mystery shopper programs or internal audits.
10. Feedback Mechanisms: Encourage staff to report any challenges or discrepancies they face in the ID verification process and use this feedback to continuously improve procedures.

Why is it important for alcohol licensees to update their responsible service policies and train staff in intoxication awareness?

1. Legal Compliance: Alcohol licensees are legally required to have responsible service policies that align with current laws and regulations. Failure to comply can result in fines, penalties, or even the revocation of the license.
2. Risk Management: By updating policies and training staff in intoxication awareness, licensees can mitigate the risks associated with overserving alcohol. This helps in preventing incidents of intoxication, disorderly conduct, or accidents on the premises.
3. Customer Safety: Ensuring that staff can identify signs of intoxication and intervene appropriately is crucial for the safety and well-being of customers. It helps prevent alcohol-related harm, including accidents, injuries, and health issues.
4. Maintaining Reputation: Operating with responsible service policies and well-trained staff enhances the reputation of the establishment. Customers are more likely to frequent places where they feel safe and well-cared for.
5. Reducing Liability: Licensees can reduce their liability by demonstrating that they have taken proactive steps to prevent overconsumption of alcohol on their premises. This can help in potential legal cases related to alcohol-related incidents.
6. Community Relations: Being responsible in alcohol service and having well-trained staff positively impacts the relationship with the local community. It demonstrates a commitment to promoting responsible drinking practices and supporting community well-being.
7. Staff Empowerment: Training staff in intoxication awareness empowers them to make informed decisions when serving customers. It equips them with the skills to handle challenging situations effectively and responsibly.
8. Business Sustainability: By preventing incidents related to overconsumption and intoxication, alcohol licensees can ensure the long-term sustainability of their business. This includes avoiding reputation damage, legal issues, and potential closures.