Department of Liquor License and Control (DLLC), managers must ensure that their staff is familiar with the laws that govern responsible alcohol service and understand the liabilities of illegal or irresponsible service.
The ideas presented in this program are the result of considerable research, and take into account what servers deal with every day, including the demands of the job, server/guest relations, and server/management relations.
Social drinking is a prevailing custom in society and generates its own special considerations that servers of alcohol are called upon to handle. As a server, you perform a variety of functions in addition to serving food and alcohol. You must:
- Relate to guests different personalities
- Provide consistently good service
- Maintain a friendly and polite manner
- Listen to guests’ opinions and complaints
- Resolve problems while maintaining your establishment's.
This course is designed to build on your existing skills as a server of alcohol to prevent underage and third-party sales, drunk driving, and sales to intoxicated customers, while allowing you to maintain control in a difficult situation. You will learn strategies and skills that can help you balance providing excellent customer service with ensuring only legal alcohol sales.
eTIPS for On Premise – Arizona consists of three main areas of focus: Information, Skills Training, and Practice/Rehearsal. In addition to fulfilling regulatory requirements, TIPS training covers mitigation strategies that result in increased professionalism and improved customer service among staff.
eTIPS for On Premise – Arizona can also help an establishment protect itself from possible litigation and often results in reduced liability insurance premiums.
Once you complete the lessons, quizzes and pass the final exam with a score of at least 70%, you'll get an official 360training dba TIPS Certificate that you can print right away!
TIPS is a 360training company.
- Define terms used in this course.
- Describe the purpose, goals, and rules for alcohol seller and server training and certification.
- Gain an understanding of the legal responsibility you have as an alcohol server.
- Learn about the types of illegal alcohol sales and the legal penalties you may face if an illegal transaction occurs.
- Define and differentiate between the kinds of laws covering liability for servers of alcohol.
- The purpose and definition of reasonable efforts and identify steps to follow that meet those criteria.
- Define Blood Alcohol Content (BAC) as it pertains to liquor liability laws.
- How alcohol affects behavior and how to evaluate customers for behavioral cues and level of intoxication.
- Proper ID verification techniques, what forms of ID are acceptable as proof of age to purchase alcohol and understand the special challenges that exist in on premise scenarios.
- Define safe-selling guidelines designed to help you avoid illegal alcohol sales or delivery.
- How to implement an appropriate response incorporating the safe-selling and customer service guidelines.
- Use guidelines designed to help you respond to difficult situations without escalation.
- Responsibilities and obligations for sellers under federal law related to preventing alcohol sales to minors and refusing sales to intoxicated persons.
Information
- Behavioral Cues
- Blood Alcohol Content
- Absorption Rate Factors
- Effective Responses
- Checking IDs
- State-Specific Information
- Documenting Incidents
Skills Training
- Evaluating Cues
- Evaluating Responses
Practice/Rehearsal
