ProServe Complete Exam Questions and Answers

ProServe Complete Exam Questions and Answers Management Positions Required to Take ProServe Training Liquor sales and service: Owners involved in the day-to-day operation of the business, their managers and supervisors. Security: Security managers and supervisors that work for the business or have a contract to provide security for the business. Employee Positions Required to Take ProServe Training Liquor sales: Liquor store clerks, delivery staff, liquor agency employees, drink ticket sellers Liquor service: Bartenders, servers, greeters, hosts Security: Security staff Private clubs, special events and community fundraisers have the same legal responsibilities as businesses that sell or serve liquor for profit. For this reason, many insurance companies require that people selling or serving liquor have valid ProServe training at any time liquor is sold or served on their property. GLC strongly recommends that all holders of Class C and special event licences take ProServe Liquor Staff Training so that the workers understand how to sell and serve liquor responsibly. Volunteers who sell or serve liquor or work as security at a Commercial Public Resale Special Event must have valid ProServe training as of the first date of the special event. Who needs this certification 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). 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. 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: 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 . 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: 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: 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. 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. 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 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 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. Because of this, servers, retailers, managers and owners are expected to do what they can to protect their customers and guests from drinking too much liquor and making poor choices that could cause harm to themselves or someone else. In law, this is called a duty of care. As a manager, supervisor or special event host, how will I know when I have a duty of care? When following laws and policies to do business or have an event. When servers report a problem with someone who may be intoxicated by liquor or a drug. To help staff or volunteers to slow service when needed, or to say "No" (stop service) to people who appear to be intoxicated. To help staff or volunteers manage problem customers or guests who may be intoxicated. To help deal with a customer or guest who may be intoxicated, but insists on driving. Training staff to make sure that liquor is not sold, served or given to minors. As a manager, supervisor or special event host, how can I do my duty of care when I am at work? Work with other staff to make house policies for safe service. Make sure these policies are followed during all hours of operation. Working in less crowded areas and having enough staff on shift means it is easier to watch how much customers or guests have had to drink. This helps staff notice when someone appears to be intoxicated by liquor or a drug, so problem situations can be dealt with quickly and safely. I can have a plan to help people who appear to be intoxicated by liquor or a drug get home in a safe way. Help all workers know what to do before their shift starts. I can help new workers to do their duty of care when a customer who appears to be intoxicated comes in. I need to make sure all workers are trained to check ID and know how to stop selling or serving to guests who are intoxicated but want to buy liquor. As a worker, how will I know when I have a duty of care? When a customer or guest who appears to be intoxicated enters your place of work or comes to the special event you're volunteering at. When you have to stop liquor service to a customer or guest. When a customer who appears to be intoxicated leaves your place of work or special event. When a guest who appears to be intoxicated tries to buy liquor or asks another guest to buy or order liquor after service was stopped. When an underage guest asks for a drink, tries to buy liquor from you, or accepts delivery of liquor for someone else. When you need to ask a customer who may be intoxicated to leave your event or place of work. As a worker, how can I do my duty of care when I am at work? I should think about how my customers will get home safely at the end of the evening. I can be ready to help them get a cab or other safe way home. I need to know how to stop liquor service or sales to customers who appear to be intoxicated and want to buy liquor. I need to be aware of how much my customers have had to drink, and watch for signs that they may be intoxicated. I need to know how to ask for and check ID. I need to know and follow house policies at work. Working with my co-workers, as a team will help make the night safe and fun for all. Whether you are an employee or someone who sells liquor as part of a fundraiser, you are responsible to look after customers in the best way you can to make sure that they do not cause any harm to themselves, to anyone else, or to property. If you do not do your duty of care to your customers, you can be legally responsible for any harm or damage they may cause. You can exercise duty of care to your customers by: Preventing them from getting intoxicated. Keeping them safe from harm and preventing them from doing harm to other people. Intoxicated Alcohol is an intoxicant and it is in liquor beverages like wine, beer, spirits, liqueurs, coolers and ciders. When a person drinks liquor, the alcohol goes into their body. If a person drinks liquor faster than their body can get rid of the alcohol, they will become intoxicated. People who are intoxicated behave and think differently than they normally would. (People often use the word 'drunk' in place of the word intoxicated.) When you are at work, you must prevent your customers or guests from becoming intoxicated. You must also do your best to keep customers or guests from hurting themselves or from hurting others. Intoxication and signs of intoxication will be discussed in detail later in this course. You must also do what you can to make sure no foreseeable harm comes to anyone. Foreseeable harm is any sort of danger that you can reasonably expect or imagine happening because of what is going on now. An example of this would be when a customer drives while intoxicated, and then causes a car accident. Another example would be if a customer who's intoxicated bumps into another customer, hurting one or both of them. Foreseeable harms can happen when someone who is intoxicated hurts themselves, others or causes property damage. This is because it is reasonable to expect that the person who is intoxicated could hurt someone, themselves and/or cause damage to property because they are unable to make good choices or control what they do. Foreseeable harms can be prevented if workers take care to sell and serve liquor in safe and responsible ways. Everyone who works in a place that sells or serves liquor has a duty of care to their customers and guests who are intoxicated. You must do what you can to prevent foreseeable harm to the customer who's been drinking and to the people around them, even after they leave. The point at which your duty of care ends is not defined, and is something you may want to discuss with a lawyer. Things that you can do to keep yourself, your co-workers, customers and others safe are called preventative or proactive steps.