ProServe Questions and Answers Latest Version
Graded A
Who needs this certification - ANSWER Full- and part-time workers in Class A, B, D, E, F
and Duty Free licensed premises or at a Commercial Public Resale Special Event:
Licensed premises owners that are responsible for directly managing a licensed
premises
Managers, supervisors and retailers
Bartenders, servers, greeters and hosts
Drink ticket sellers
Security staff (directly employed or contracted by the licensee)
Owners and managers of a company contracted to provide security
Full- and part-time liquor agents:
Persons registered with the AGLC as a liquor agency and their employees whose duties
include the sampling of liquor products
oServe helps you understand how to sell and serve liquor responsibly in situations
where liquor is sold and/or served. This includes selling closed liquor to a person at a
liquor store or selling and serving open liquor or mixed drinks to a person who will drink
it where it was bought (in a bar, restaurant, stadium, casino). - ANSWER It also includes
other jobs connected with liquor service (for example, a delivery service, security, liquor
sampling, selling liquor tickets).
ProServe helps sellers and servers of liquor to understand what duty of care is, and how
to prevent foreseeable harm to customers and patrons. The program also helps staff
and volunteers understand some of Alberta's liquor laws and what AGLC's policies are. -
,ANSWER These rules are in place to help protect people who work in the liquor industry,
their customers, patrons and property from liquor-related harms. This program does not
include information on all liquor laws or policies.
Here are tips about learning the information in the ProServe program: - ANSWER The
portions of policy that are related to social responsibility are discussed in this course.
The full policy, laws and regulations that apply to licensees and their employees are
available at AGLC's website at aglc.ca.
Whether you work in a liquor store or in a place where liquor is sold and served, the
general concepts in this program will be useful for you to do your job responsibly.
If an idea doesn't seem useful right away, don't ignore it. Instead, ask yourself, "How can
I use this information to help me where I work?"
If you are a manager, supervisor or owner, consider including some of this information
in your house policies and operating plans to help serve and sell liquor responsibly.
Proserve training is designed to: - ANSWER Help employers, hosts and workers be
socially responsible.
Help make a safe and enjoyable atmosphere for guests while keeping property and
people safe.
Help you know and follow the liquor laws that affect the work you do.
Promote the responsible sale of liquor in stores and places where liquor is served.
,Help you recognise when people appear to be intoxicated. You will learn how to stop
service or how to say "No" when those customers or guests want to buy or drink more
liquor.
Help you understand that there are many people involved in responsible liquor service.
All staff need to work together as a team to keep everyone safe.
Serving liquor responsibly takes teamwork. This means that many people are involved
with keeping customers and guests safe.
Most people think it's only the server or bartender in a pub, or the cashier in a liquor
store whose job it is to make sure liquor is sold responsibly. But that's not true. These
people are part of a much larger team.
Other people do jobs that help support responsible liquor service because they deal
with customers too. They can: - ANSWER help you identify people who are under the
age of 18 (minors)
point out people who show signs of being intoxicated by liquor or a drug
tell you when they think a customer or guest has been over-served
make supervisors aware when liquor is illegally bought or stored
Primary service providers are people who are connected with liquor service or sales and
have direct contact with customers or guests. Security staff have a special role; they can
monitor customers upon arrival or departure, observe customer behaviour, and may see
liquor being hidden. - ANSWER Bartenders
Food and beverage servers
Clerks at a liquor store
Maitres d'
Supervisors
, Managers
Liquor agency representatives
Greeters, hosts and hostesses
Delivery service staff
Ticket-takers and sellers
Security staff
Secondary service providers do not sell or serve liquor themselves, but they do work in a
place where liquor is served or sold. They usually do not have direct contact with
customers or guests. - ANSWER Parking attendants
Bussers
Stock clerks
Maintenance personnel
Ushers
Slot operators and attendants, dealers, Monitor Room personnel in casinos
Janitorial staff
In this program, duty of care means - ANSWER that you have a responsibility to your
customers to make sure liquor is sold or served in a safe and responsible way. You must
make sure that no one is hurt because of the way you've done your job. Think of duty of
care as your duty to care about your customers.
courts of law expect workers in the liquor service industry to - ANSWER sell and serve
liquor safely. Insurance companies may also expect workers and volunteers to take
responsible liquor service training.
People who buy and drink liquor sometimes drink so much that they are not in control
of what they say and do. They may make poor choices that could cause them to hurt
themselves or other people, or to put themselves in dangerous situations. - ANSWER
Graded A
Who needs this certification - ANSWER Full- and part-time workers in Class A, B, D, E, F
and Duty Free licensed premises or at a Commercial Public Resale Special Event:
Licensed premises owners that are responsible for directly managing a licensed
premises
Managers, supervisors and retailers
Bartenders, servers, greeters and hosts
Drink ticket sellers
Security staff (directly employed or contracted by the licensee)
Owners and managers of a company contracted to provide security
Full- and part-time liquor agents:
Persons registered with the AGLC as a liquor agency and their employees whose duties
include the sampling of liquor products
oServe helps you understand how to sell and serve liquor responsibly in situations
where liquor is sold and/or served. This includes selling closed liquor to a person at a
liquor store or selling and serving open liquor or mixed drinks to a person who will drink
it where it was bought (in a bar, restaurant, stadium, casino). - ANSWER It also includes
other jobs connected with liquor service (for example, a delivery service, security, liquor
sampling, selling liquor tickets).
ProServe helps sellers and servers of liquor to understand what duty of care is, and how
to prevent foreseeable harm to customers and patrons. The program also helps staff
and volunteers understand some of Alberta's liquor laws and what AGLC's policies are. -
,ANSWER These rules are in place to help protect people who work in the liquor industry,
their customers, patrons and property from liquor-related harms. This program does not
include information on all liquor laws or policies.
Here are tips about learning the information in the ProServe program: - ANSWER The
portions of policy that are related to social responsibility are discussed in this course.
The full policy, laws and regulations that apply to licensees and their employees are
available at AGLC's website at aglc.ca.
Whether you work in a liquor store or in a place where liquor is sold and served, the
general concepts in this program will be useful for you to do your job responsibly.
If an idea doesn't seem useful right away, don't ignore it. Instead, ask yourself, "How can
I use this information to help me where I work?"
If you are a manager, supervisor or owner, consider including some of this information
in your house policies and operating plans to help serve and sell liquor responsibly.
Proserve training is designed to: - ANSWER Help employers, hosts and workers be
socially responsible.
Help make a safe and enjoyable atmosphere for guests while keeping property and
people safe.
Help you know and follow the liquor laws that affect the work you do.
Promote the responsible sale of liquor in stores and places where liquor is served.
,Help you recognise when people appear to be intoxicated. You will learn how to stop
service or how to say "No" when those customers or guests want to buy or drink more
liquor.
Help you understand that there are many people involved in responsible liquor service.
All staff need to work together as a team to keep everyone safe.
Serving liquor responsibly takes teamwork. This means that many people are involved
with keeping customers and guests safe.
Most people think it's only the server or bartender in a pub, or the cashier in a liquor
store whose job it is to make sure liquor is sold responsibly. But that's not true. These
people are part of a much larger team.
Other people do jobs that help support responsible liquor service because they deal
with customers too. They can: - ANSWER help you identify people who are under the
age of 18 (minors)
point out people who show signs of being intoxicated by liquor or a drug
tell you when they think a customer or guest has been over-served
make supervisors aware when liquor is illegally bought or stored
Primary service providers are people who are connected with liquor service or sales and
have direct contact with customers or guests. Security staff have a special role; they can
monitor customers upon arrival or departure, observe customer behaviour, and may see
liquor being hidden. - ANSWER Bartenders
Food and beverage servers
Clerks at a liquor store
Maitres d'
Supervisors
, Managers
Liquor agency representatives
Greeters, hosts and hostesses
Delivery service staff
Ticket-takers and sellers
Security staff
Secondary service providers do not sell or serve liquor themselves, but they do work in a
place where liquor is served or sold. They usually do not have direct contact with
customers or guests. - ANSWER Parking attendants
Bussers
Stock clerks
Maintenance personnel
Ushers
Slot operators and attendants, dealers, Monitor Room personnel in casinos
Janitorial staff
In this program, duty of care means - ANSWER that you have a responsibility to your
customers to make sure liquor is sold or served in a safe and responsible way. You must
make sure that no one is hurt because of the way you've done your job. Think of duty of
care as your duty to care about your customers.
courts of law expect workers in the liquor service industry to - ANSWER sell and serve
liquor safely. Insurance companies may also expect workers and volunteers to take
responsible liquor service training.
People who buy and drink liquor sometimes drink so much that they are not in control
of what they say and do. They may make poor choices that could cause them to hurt
themselves or other people, or to put themselves in dangerous situations. - ANSWER
