Tag: waiters

ID Scanners – Friend or Foe?

Published on by TAM of Nevada2 Comments

ID  scanners have their benefits. They can be helpful in determining whether an ID is the real deal. Scanners can also quickly do the math for determining the age of the person represented by the ID. In these ways, ID scanners are your friends.

However, ID scanners can also be your foe if you rely solely on the scanner. If you are a manager, keep in mind that those who are new or inexperienced at checking IDs will tend to rely on technology. Take caution if you notice that your staff is making the decision to let people in, be served, or buy based on what the scanner says, without using diligent inquiries. A diligent inquiry is a dedicated effort to establish beyond doubt that the potential customer is of legal age to purchase, possess or consume alcoholic beverages.  

By skipping this process and putting all your trust in the scanner, you put yourself and your establishment at risk. Only a human being can do the work of a diligent inquiry.

Here is a scenario that describes why the scanner alone cannot do the work of checking IDs.

You are on duty at the hottest dance club on the strip. It is one busy night with a line a mile long. You scan a drivers license for a young man and get the go ahead to let the person into your establishment. The guy you let in ends up drinking too much and passes out in the bathroom. An ambulance is called and when the medics arrive, they find another ID in his wallet. Guess what? You let a minor into the club. He gave you a valid ID that he borrowed from his brother. The club you work for gets hit with a fine and you might lose your job!

You cannot automate the ID checking process by simply running IDs through a scanner. If you use scanners at your establishment, we recommend that you use them in conjunction with diligent inquiries. You need to confirm that the person represented by the ID is in fact the person standing in front of you. The only way you can avoid this type of scenario is through a diligent inquiry.

If you are a manager, make sure that your staff, especially those who are new or inexperienced, know your house policies for checking IDs and how to use the diligent inquiry technique.

TAM Card Holders, what diligent inquiry strategies did you learn in training and what methods have you successfully used when checking IDs? What are your experiences regarding the use of ID scanners?

© 2010 National Hospitality Institute®, TAM® of Nevada

Are You Prepared for the Holiday Blues?

Published on by TAM of NevadaLeave a comment

During November, December and January, the holiday blues can affect many people causing them to self-medicate or turn to drugs and alcohol for relief. The odds of having drugs in your establishment are not only greater during the holidays, but also with the rise in non-medical use of prescription drugs. If you work in or run an establishment that serves or sells alcoholic beverages for on-premise or off-premise consumption, you should always take precautions to safeguard your company, yourself and your community. 

As you know, drugs bring unwanted trouble into an establishment, such as: negative press/media, violence, fights, overdoses, higher levels of intoxication, etc. Because the holiday months are peak periods for drug and alcohol use, you should pay even more attention and observe what is going on around you.

Illicit drug use is widespread. Here are some national and Nevada specific stats that are alarming and we’ve included links to pictures of these drugs so that you can identify them when you see them.

  • In 2009, an estimated 21.8 million Americans aged 12 or older were current (past month) illicit drug users, meaning they had used an illicit drug during the month prior to the survey interview. [2009 National Survey on Drug Use and Health (NSDUH)] 
  • Nevada ranks 4th in the nation in non-medical use of prescription pain relievers in people ages 18 to 25. [2006 National Survey on Drug Use and Health (NSDUH)]
  • The most commonly misused pain relievers are: Vicodin (acetaminophen and hydrocodone), OxyContin (oxycodone), Tylenol 3 (acetaminophen and codeine phosphate), and Percocet (oxycodone and acetaminophen). 
  • In the years 2002 through 2006, Nevada ranked highest in the nation aged 12 or older reporting methamphetamine use in the past year. [2006 National Survey on Drug Use and Health (NSDUH)] 
  • Marijuana was used by 76.6 percent of current illicit drug users and was the only drug used by 58.0 percent of them. [2009 National Survey on Drug Use and Health (NSDUH)] 
  • In August 2007, an NSDUH report on worker substance use indicated that 28% of full time workers (age 18 to 64) in the accommodations and food services, arts and entertainment industry had used illicit drugs in the past month.  [2007 National Survey on Drug Use and Health (NSDUH)] 

So, how can you keep drugs out without having to search and frisk everyone who comes through your doors?

  • Partner with local authorities and train your staff—Local law enforcement are your partners and can help you provide training to your employees.
  • Communicate expectations—Make sure that your new employee orientation and employee handbook covers ways to handle drugs in your establishment. Clearly state that drug use is not tolerated and give employees information about who to notify when someone (whether a guest or a colleague) is using illegal drugs on the establishment’s property.
  • Increase your security staff—Your security staff should be present, visible to your guests and well-trained in detecting the behaviors and indications of drug use.
  • Estimate BAC—Remember to calculate the BAC (Blood Alcohol Concentration) of your guests. If you notice that someone is showing the effects of the alcohol sooner than you expected, then you should be cautious as they may be taking prescription pain relievers or using some other substance.
  • Encourage reporting of suspicious behavior—You need the eyes and ears of your employees if you are going to keep drugs out of your establishment. Heighten their awareness and give them observation tips so that they are monitoring their surroundings and reporting suspicious or unusual behavior to security or management. Don’t forget to reward your employees for reporting concerns. What gets rewarded, gets repeated.
  • Post information about illicit drug use at your establishment—Hang posters about drug use and abuse and your company’s policies for illicit drug use at your establishment in restrooms and employee break rooms. 

What measures do you take to keep drugs out of your establishment?

Resources 

http://www.methresources.gov/nv.html 

http://www.oas.samhsa.gov/2k7/industry/worker.htm

http://mhds.nv.gov/dmdocuments/SANSDUHStateRankings.pdf

© 2010 National Hospitality Institute®, TAM® of Nevada

Big Holiday Parties Are Upon Us!

Published on by TAM of NevadaLeave a comment

Everyone is getting revved up for the holiday season and big holiday parties! What does that mean to you as a server, seller, security officer, operator or establishment owner?  You need to be prepared.

  1. Servers, sellers , managers and owners – Make sure your alcohol education card (TAM Card®) is current and in your possession. If your TAM Card® has expired, make sure you retake the training and get your new card before the busiest part of the holiday season is here.
  2. Servers — Be on your toes and observe those in your establishment. Watch how much you are serving and how often. Do the math and keep track of estimated Blood Alcohol Concentration (BAC) levels. Be sure that your guests are getting enough food and water while they are enjoying their alcoholic beverages. If one of the guests in the group you are serving becomes intoxicated, make sure that they have a safe ride home. Designated driver services and taxis can help get people home safely and without risk to themselves or others.
  3. Sellers — When you have customers coming into your retail store to purchase alcohol, make sure that they are not already intoxicated when you sell to them. Also, inform your employees to beware of potential third party sales and keep an eye out for any minors that are hanging out in your parking lot and approaching patrons about buying them liquor.
  4. Security Officers — Big party nights equal higher energy levels, increased levels of excitement and overindulgence. Be visible and interact with your establishment’s guests to defuse potential issues. Be extra diligent when checking IDs to ensure that you keep the underage out of your 21 and over establishment!
  5. Operators and Owners — Safeguard your establishments by letting your staff know your expectations for properly handling certain situations, like when they need to cut people off and what to do with minors who are trying to enter your establishment. With extra law enforcement out and about over the holidays, you want to make sure that all your servers, sellers and security staff have their alcohol education cards (TAM Cards®) on them at all times.

Guests are also responsible for keeping themselves in check. However, we all know that alcohol lowers inhibitions and affects good judgment, which means there are times when you need to step in and take control of certain situations.

Remember, hospitality is all about creating a fun experience and maintaining a safe environment for your guests and patrons. To achieve these goals, you may have to cut someone off or refuse to serve or sell to a guest because their behavior is negatively affecting the experience for others.

We would love to hear from you! What recommendations do you have for keeping the holidays fun and safe for your guests this season?

© 2010 National Hospitality Institute®, TAM® of Nevada

Share the Vegas Inside Scoop For Bigger Tips

Published on by TAM of Nevada2 Comments

Are you looking for ways to get bigger tips? One thing that can set you apart from other cocktail servers and bartenders is sharing some of the Vegas inside scoop with your guests. Here are some suggestions:

  • Tell your guests about which celebrities are in town and where they will be partying in Vegas. Use social media to stay close to the latest celebrity news.
  • Visit popular vegas travel web sites and give your guests some money saving and free show ideas, such as:
    • Using the Las Vegas monorail, trolleys, free trams, and free shuttles.
    • Checking out the fountain shows (of course), the Fremont Street experience, the Volcano at the Mirage, and the Show in the Sky at the Rio
  • Remind your guests of safety tips for walking along the strip:
    • For nighttime walks, never walk alone and stay on the strip.
    • For daytime walks, bring a bottle of water (especially during the hot summer months) and get a fresh bottle along the way.

By sharing your inside scoop, you’ll connect with your guests and they may be inclined to give you a bigger tip because you went above and beyond to help them have the best experience in Vegas.

What other ideas do you have for bigger tips?

© 2010 National Hospitality Institute®, TAM® of Nevada