Ask any seasoned security professional, and they’ll tell you they’ve seen some patrons behaving very badly at some point in their career. Donna Hood Crecca for Nightclub & Bar highlights this fact in her article, “Do the Right Thing.” This article focuses on security policies and procedures in place during a January incident at Temple Nightclub in San Francisco that resulted in a fatality and other injuries. A patron was knocked out and later died after a fight inside of the club; a second man was also injured, and another fight outside the club left two others stabbed with broken bottles.
What makes this unfortunate incident worth noting is that security procedures were in place and considered by police to have been more than adequate on the night in question. Club management examined and further enhanced these procedures after the tragic evening.
While these types of incidents are rare, news like this serves as a reminder. Do you have adequate policies in place to avoid trouble and disturbances at your establishment? Remember, bartenders and servers need to be concerned not only with the behavior or state of their direct customer, but how they can effect or interact with others around them. Guests are coming to your restaurant or bar to have a good time and enjoy themselves, no one wants to be harassed or otherwise made uncomfortable.
You can learn more about managing problem patrons from seasoned industry professionals with real-world experience by taking the Techniques of Alcohol Management (TAM) ® course offered by TAM® of Nevada. Here are some quick tips for hospitality workers to use:
- It’s easier to stop a fight before it starts.
- Keep an eye on your guests.
- Always understand and follow company policies and procedures.
You can read more about who you can legally refuse to serve or ask to leave in our blog, “Who Can You Legally Refuse to Serve or Ask to Leave? Know Your Rights! ”
What are some of your house policies about guest safety and handling disturbances at your establishment?
© 2011 National Hospitality Institute®, TAM® of Nevada