Responsible Service of Alcohol Workshop

This course offers a practical, experience‑driven introduction to customer care, responsible service of alcohol, and managing challenging situations within licensed premises. It is delivered by trainers who have spent more than 30 years working across hotels, bars, restaurants, and nightclubs, bringing real‑world insight into what works, what doesn’t, and how to respond confidently when incidents arise.

What the course covers

• Customer Care — How to build a customer‑focused approach grounded in courtesy, credibility, clear communication, professional competence, and consistent service standards.

• Responsible Service of Alcohol — The effects and risks of alcohol, standard drink measures, legal responsibilities, underage drinking, identifying minors, recognising intoxication, managing disorderly behaviour, understanding Gardaí powers, checking ID correctly, knowing when and why to refuse service, and how to do so confidently while complying with the Equal Status Act 2000.

• Dealing with Aggressive Customers — Case studies, reading body language, listening to complaints, asking clarifying questions, refusing service safely, understanding the consequences of refusal, following a structured nine‑step approach to de‑escalation, knowing when to call the Gardaí, and recognising issues around theft, defamation, and slander.

Duration

Approximately 2.5 hours.