SmartServ Questions

Question 1. The Government of Canada issues licences for the sale and service of alcohol in Ontario.
False
The Alcohol and Gaming Commission of Ontario (AGCO), which is an arm’s length agency of the Ontario Government, issues licences for the sale and service of alcohol in Ontario. The AGCO can also suspend or revoke a licence.

Question 2
The minimum age for someone to serve or sell alcohol in Ontario is 18.
True
The minimum age for someone to serve or sell alcohol in Ontario is 18. He or she must also be Smart Serve certified.

Question 3
You could be held civilly and/or criminally liable if you serve too much alcohol to a customer.
True
The Liquor Licence Act (LLA) is legislation that outlines the laws and regulations affecting the sale and service of alcohol in Ontario. This includes ensuring that you never serve a customer to the point of intoxication. Not complying with the laws and regulations, could result in you being held civilly and/or criminally liable.

Question 4
After an intoxicated customer has left your establishment, you are no longer liable for him or her.
True
Your liability does not end when the customer leaves. If you have served a customer to the point of intoxication, you are liable for them until they are sober again.

Question 5
Drinking coffee will help a person who is intoxicated sober up faster. 
False
Drinking coffee, water or eating food will not help someone sober up faster. Once alcohol has been absorbed by the body and moves into the bloodstream, only time will help.

Question 6
An 8 ounce glass of beer is equal to an 8 ounce glass of wine. 
False
There are big differences in the alcohol content found in beer, wine, and spirits. This program will introduce a benchmark called a "Standard Drink" to help you estimate the amount of alcohol each customer has consumed.

Question 7
You can refuse the sale of alcohol to any customer even if they produce a valid I.D.
True
It is your legal obligation to refuse the sale of alcohol to anyone if you have reason to believe he/she is intoxicated and/or you suspect they may be purchasing alcohol for an underage person.


Question 8
A customer can show identification without a photo to prove they are age 19 or older.
False
A valid I.D. is one that is issued by the government and must include a person’s photograph and date of birth.


Question 9
If an intoxicated customer arrives at your establishment, you should not let them in.
True
You cannot allow an intoxicated customer to enter or remain on the premises of a licensed establishment.

Question 10
On average, the body can metabolize approximately 2 standard drinks in one hour.
False
On average, the body can metabolize approximately 1 standard drink per hour.

Question 1
Alcohol is a stimulant that speeds up the central nervous system.
False
Alcohol is a depressant that slows down the central nervous system and impacts how a person thinks, acts and moves.

Question 2
Once alcohol gets into the bloodstream it will be carried throughout the body, into tissues and organs (e.g. the brain).
True
Alcohol begins to move through the stomach, intestines, and into the bloodstream, even as the first drink is being consumed. Every heartbeat then carries it throughout the body, into tissues and organs.

Question 3
The amount of alcohol in the bloodstream is called Blood Alcohol Concentration (BAC).
True
Blood Alcohol Concentration is measured by the amount of alcohol (milligrams) found in 100 millilitres of blood and is shown in grams per 100mL.

Question 4
The body uses chemicals in the liver to break down (metabolize) the alcohol so that it can be eliminated from the body.
True
The body uses chemicals in the liver to break down (metabolize) the alcohol so that it can be eliminated from the body.

Question 5
Approximately 60% of the alcoholic content will be slowly eliminated from the bloodstream. The remaining 40% will be eliminated through a person's breath, sweat, and urine.
False
Approximately 90% of the alcoholic content will be slowly eliminated from the bloodstream. The remaining 10% will be eliminated through a person's breath, sweat, and urine.


to calculate what a Standard Drink will be for any percentage of alcohol.
60 ÷ alcohol percentage = amount (in ounces)
For example, a drink containing 40% alcohol would require a serving size of 1.5 ounces to be considered a Standard Drink. The calculation is: 60 ÷ 40 = 1.5

A Margarita can contain 3 ounces of 40% alcohol:
Tequila (2 ounces)
Cointreau (1 ounce)

A Long Island Iced Tea can contain 2.5 ounces of 40% alcohol:

Vodka (0.5 ounce)
Rum (0.5 ounce)
Cointreau (0.5 ounce)
Tequila (0.5 ounce)
Gin (0.5 ounce)

Question 1
1.5 ounces (43 mL) with 40% alcohol is one Standard Drink of:
SPIRITS
One Standard Drink of SPIRITS is 1.5 ounces (43 mL) with 40% alcohol.

Question 2
5 ounces (142 mL) with 12% alcohol is one Standard Drink of:
Wine
One Standard Drink of WINE is 5 ounces (142 mL) with 12% alcohol.

Question 3
12 ounces (341 mL) with 5% alcohol is one Standard Drink of:
Beer
One Standard Drink of BEER is 12 ounces (341 mL) with 5% alcohol.

Question 4
What is the formula for calculating a Standard Drink?
The formula for calculating a Standard Drink is: 60 ÷ alcohol percentage = amount (in ounces).

Question 5
How many Standard Drinks are there in 3 ounces of spirits with 40% alcohol?
2 Standard Drinks
A drink that contains 3 ounces of spirits with 40% alcohol equals 2 Standard Drinks (3 ounces ÷ 1.5 ounces = 2 Standard Drinks).

This BAC chart assumes a rate of elimination of alcohol from the body of 0.015 mg/ml/hr, or approximately one Standard Drink per hour. Elimination rates may vary between 0.01 and 0.025 mg/ml/hr, depending on factors such as a person’s sex and weight. This means that less than one Standard Drink may be eliminated by an individual's body per hour.

Note: In Ontario, a BAC of 0.05 or over can lead to a driver’s licence suspension under the Highway Traffic Act (HTA). A BAC of 0.08 or over is a criminal offence. Check the Resources section for a link to more information on The Highway Traffic Act.


Question 1
Sheila weighs 125 pounds and has consumed 3 Standard Drinks in 2 hours. Can you estimate her BAC level?
Sheila has a BAC level of 0.08 (g/100mL) and is likely showing signs of intoxication.

Question 2
Franco weighs 175 pounds and has consumed 5 drinks during the last 4 hours. Can you estimate his BAC level?
Franco has a BAC level of 0.06 (g/100mL) and may be starting to show signs of intoxication.

Body Size: When served the same amount of alcohol in the same amount of time, a smaller person will have a higher BAC than a larger person. This is because the alcohol is concentrated in a smaller body mass.
Body Fat: When comparing two people of the same weight, a person with a higher percentage of body fat will tend to have a higher BAC. This is because alcohol is not absorbed into fatty tissue and is therefore concentrated in a smaller body mass.
Fitness: Muscular people have more total body water because muscle tissue contains more water than fat tissue. Alcohol distributes itself in total body water, but not in fat. So, a more muscular 175-pound (79.4 kg) male will have a lower BAC than an unfit 175-pound (79.4 kg) male.
Age: As people age, their ability to metabolize alcohol decreases. Aging reduces muscle mass and the body’s ability to retain water. An older person who drinks the same amount of alcohol as a younger person will likely have a higher BAC level.
Sex: Females, or transgendered persons born biologically female, tend to have a higher proportion of fatty tissue and less total body water than males, or transgendered persons born biologically male, of the same weight. If a female and male weigh the same, and consume the same number of Standard Drinks in the same amount of time, the female will likely have a higher BAC.
Food and Non-Alcoholic Drinks: Eating foods that are high in fat and protein, before or while drinking, will keep alcohol in the stomach longer and slow down absorption. This means it may take more time for BAC levels to rise. Eating food and consuming alcohol-free drinks may also slow the rate at which a person consumes alcohol.
*Note: Salty foods can cause a guest to become thirsty, which may lead them to drink more in a shorter period of time.
Drugs: Legal/illegal drugs, cannabis, prescription drugs, and over-the-counter medications can increase the effects of alcohol.
Caffeinated Drinks / Caffeinated energy drinks
Caffeinated energy drinks and coffee are stimulants that can mask the effects of alcohol. This means people consuming these drinks along with alcohol may not realize how intoxicated they are becoming. Health Canada requires that all energy drink labels state “do not mix with alcohol.”
Carbonated drinks: Carbonated drinks allow alcohol to enter into the bloodstream faster than normal. This is because carbonation builds up the pressure in the stomach, forcing alcohol into the stomach lining. From there, alcohol can quickly pass into the bloodstream.
Environment: Under most social drinking conditions, drinks are consumed every 20 minutes or at a rate of three per hour in a one to two hour period. Patterns will change with extended periods of drinking. People who are involved in social activities (talking with friends and eating) will often drink less, and slower.
Tolerance: Experienced or regular drinkers tend to increase the amount they drink over time to feel the same effects from alcohol. They may show few visible signs of intoxication even with fairly high BACs. It is entirely possible for a customer to be too drunk to legally drive, yet show no visible signs of intoxication. It is important to note that a greater tolerance to alcohol does NOT lower a person’s BAC.

Question 1
An older person who drinks the same amount of alcohol as a younger person will likely have a higher BAC level.
True
As people age, their ability to metabolize alcohol decreases.

Question 2
Eating foods that are high in fat and protein before or while drinking, will help to slow down alcohol absorption.
True
Food absorbs alcohol, keeping it in the stomach longer which slows down the rate at which it is absorbed into the bloodstream.

Question 3
People with more body fat tend to have a higher BAC than more muscular people of the same weight.
True
Alcohol is not absorbed into fatty tissue and therefore is more concentrated in a smaller body mass.

Question 4
Mixing a Caffeinated Energy Drink with alcohol increases the potential of your customer not realizing they are becoming intoxicated.
True
Caffeine is a stimulant that can mask the effects of alcohol. This means people may continue drinking, not realizing how intoxicated they are.

Question 5
When served the same amount of alcohol in the same amount of time, a 120 pound person and a 160 pound person will both have the same BAC level.
False
The smaller person will have a higher BAC level because alcohol is concentrated in a smaller body mass.

Question 6
Carbonated drinks allow alcohol to enter into the bloodstream faster than normal.
True
Carbonation builds up the pressure in the stomach, forcing alcohol into the stomach lining. From there, alcohol can quickly pass into the bloodstream.


Question 7
A greater tolerance for alcohol can lower a person’s BAC.
False
While people who drink on a regular basis are used to the effects of alcohol, a greater tolerance to alcohol does NOT lower a person’s BAC.

Question 8
When a female and male both weigh 175 pounds and consume 2 Standard Drinks each within 2 hours, they will both have the same BAC.
False
A female will likely have the higher BAC. Females, or transgendered persons born biologically female, tend to have a higher proportion of fatty tissue and less total body water than males, or transgendered persons born biologically male, of the same weight.

A Question Before Continuing
Slurred speech and difficulty with coordination and balance are always signs of intoxication. 
False
Two of the most common signs of intoxication are slurred speech and difficulty with coordination and balance. However, your guest might have a medical condition that mimics these signs. It is important to be sensitive to the possibility that something other than alcohol may be responsible for a guest’s symptoms.

Select all items that are signs of intoxication.
Change in vital signs
Decrease in alertness
Annoying other guests
Making poor decisions
Asking for the bill -> F, except this all True.
Being overly friendly and starting conversations with strangers
Loss of self-control and inhibitions
Loss of hand-eye coordination

Question 1
The Liquor Licence Act (LLA) outlines the laws and regulations affecting the sale and service of alcohol in Ontario.
True
The Liquor Licence Act (LLA) outlines the laws and regulations affecting the sale and service of alcohol in Ontario.

Question 2
Liquor Sales Licences are issued by the government of Canada.
False
Liquor Sales Licences are issued by the Alcohol and Gaming Commission of Ontario (AGCO). The AGCO can also suspend or revoke a liquor sales licence.


Rules and Regulations: A Liquor Sales Licence can be issued to an individual or a corporation who is then known as the licensee (owner/manager of the establishment). The licence must be displayed where customers can see it. All licensees selling and serving alcohol in Ontario are subject to the Liquor Licence Act (LLA) and its regulations.
Only sell and serve alcohol to customers who are at least 19 years of age.
Ensure any staff member selling, serving, or handling alcohol is at least 18 years of age and Smart Serve certified.
Monitor consumption of liquor on the premises.
Ensure that light meals are available for sale to patrons on the premises.
Never serve a customer to the point of intoxication.
Never allow an intoxicated person to enter or remain on the premises.
Always allow entry to on-duty AGCO compliance officials (sometimes referred to as inspectors), law enforcement officers, firefighters, and government inspectors.

Question 1
You can display either a Sandy’s Law sign or a Liquor Sales Licence in a licensed establishment.
False
Both a Sandy’s Law sign and the Liquor Sales Licence must be visible to customers in a licensed establishment.

Question 2
In a licensed establishment, you can only sell and serve alcohol to customers between the hours of 9:00 a.m. to 2:00 a.m., Monday to Sunday and 9:00 a.m. to 3:00 a.m. on New Year’s Eve (December 31st).
True
Alcohol can only be sold or served between the hours of 9:00 a.m. to 2:00 a.m., Monday to Sunday and 9:00 a.m. to 3:00 a.m. on New Year’s Eve.

Question 3
You can substitute one type of alcohol for another without telling the customer.
False
You must never substitute one type of alcohol for another without the customer’s consent.

Question 4
You can serve a drink at 2:05 a.m., as long as the order was placed before 2:00 a.m.
False
Orders for alcohol must be served before the stop-service time.

Question 5
All signs of alcohol must be cleared within 60 minutes of the stop-service time.
False
All alcohol and its containers must be cleared within 45 minutes after the stop-service time indicated on the Liquor Sales Licence.


Question 1
When a golfer goes to the parking lot to get something she forgot in her car, can she carry an open alcoholic beverage?
No
Customers are not permitted to have open alcohol outside of the licensed areas which include: parking lots, public walkways, or roadways.

Question 2
Can a server use the original screw cap to reseal a bottle of wine so that the customer can take it home under THTR?
No
The bottle must be resealed with a natural or synthetic cork, flush with the top of the bottle.

Question 3
Does a mini-bar have to include non-alcoholic beverages?
Yes
A mini-bar must include non-alcoholic beverages.

Question 4
Can a restaurant serve a bottle of home-made wine brought in by a customer?
No
A BYOW endorsement allows the licensee to serve only commercially-made wine brought in by a customer.

Question 5
Should a caterer always remove any unserved alcohol when leaving the catered event?
Yes
Any unserved alcohol must be returned to the caterer’s licensed premises.

SOPs for Private Events
Private events important rules:
Cannot be advertised, including via public social media.
Can only be attended by invited guests.
Cannot profit from the sale of alcohol.
Cannot be used for personal gain, or to help a business.
Cannot encourage drinking contests/games that lead to excessive drinking.
Alcohol served:
Alcohol served and sold at an SOP private event must be purchased under authority of the permit from the Liquor Control Board of Ontario (LCBO), The Beer Store, and/or manufacturers retail stores.
Homemade wine and beer can be served at a private event as long as it is not sold. The beer or wine must be made by a member of the family hosting the event and provided free of charge.
Although not legally required, Smart Serve recommends that food be made available.

Tailgate Events
A tailgate event is a type of public event for which you can obtain a Special Occasion Permit (SOP) called a Tailgate Event Permit. A tailgate event is generally considered to be an outdoor social gathering, where attendees can bring their own food, beverages (including alcohol), and often their vehicles.
Eligibility
To be eligible for a Tailgate Event Permit in Ontario, the tailgate event must be: 
an outdoor event that is held in connection with, and in proximity to, one of the following types of live sporting events: Professional / Semi-professional / Post-secondary
held at an outdoor space, at ground level (e.g. parking lot).
be in proximity to where the live sporting event is taking place.
Alcohol Sold, Served and Consumed:
Unlike other SOPs, attendees 19 years of age or older, must be permitted to bring their own alcohol (BYOB) for consumption within the permitted area for the tailgate event. However, attendees cannot sell their own alcohol as only the Permit Holder may sell alcohol purchased under the permit if the permit allows for it.
Attendees can bring and consume homemade alcohol or alcohol made at a brew or ferment on premise facility, but the Permit Holder cannot sell or serve this type of alcohol.
Important Rules:
Permit Holders (or a designated Responsible Person) are responsible for the safety of all individuals attending the event. It is their responsibility to not allow intoxication, regardless of whether alcohol is sold or served by the Permit Holder or is brought by the attendee.
It is the responsibility of the Permit Holder to ensure that individuals under 19 are not consuming any alcohol in the permitted area of the tailgate event.
The designated Responsible Person for the tailgating event must be 19 years or older.
A Tailgate Event Permit specifies the hours that alcohol can be sold, served and consumed during each event. The Permit Holder shall ensure that the hours outlined in the permit are followed. The hours must be between 9:00 a.m. and 2:00 a.m. the following day, except for New Year’s Eve (December 31) when sale, service and consumption must cease by 3:00 a.m. on January 1.
It is the responsibility of the Permit Holder to ensure that individuals attending the tailgate event do not leave the permit area with unsealed or opened alcohol.
For Example:
In cases where an attendee is departing the event in a motorized vehicle (other than a form of public transit), alcohol must be sealed and unopened, or packed in baggage that is fastened closed, or is not otherwise available to anyone in the vehicle.
Attendees leaving by foot, or other means, must transport unfinished alcohol in a closed container.

Question 1
A "Sale" permit is required if you plan on selling alcohol at an event in a private place.
True
"Sale" permits are required for the sale and service of alcohol at an event in any location other than a licensed establishment.

Question 2
Private events serving or selling alcohol can only be attended by invited guests.
True

Grocery Stores
Authorized grocery stores can sell beer, cider, and wine.

Manufacturer's On and Off-Site
Eligible products (wine, beer, or cider) can be sold at manufacturers’ on- and off-site stores.
Retail Store Information Guides can be found on the AGCO’s website.

Farmers' Markets
Manufacturers can sell their Vintners’ Quality Alliance (VQA) wine, maple or honey wines, wine produced from fruit (other than grapes) grown in Ontario, or cider made from 100% Ontario apples at Farmers’ Markets.

All retail stores selling alcohol in Ontario are subject to the rules and regulations of both the Liquor Licence Act (LLA) and the Liquor Control Act (which controls the sale, transportation, and delivery of alcohol in Ontario). It is the responsibility of the store operator to ensure that the proper conditions for in-store alcohol sales and sampling are met.


Grocery Stores and Manufacturer’s Off-Site Retail Stores
Permissible hours for the retail sale of alcohol:
Monday to Sunday: 9:00 a.m. to 11:00 p.m.
Although a retail store cannot sell alcohol before or after the legal times, they may choose to further limit their hours for alcohol sales and exchanges.

Manufacturer’s On-Site Retail Stores
Alcohol can be sold between 9:00 a.m. and 11:00 p.m., Monday to Sunday.

Farmers' Markets
VQA and fruit wine may be offered for sale during the hours of operation of the Farmers' Market, although farmers' markets may choose to further limit these hours.

Exchanging or Returning Alcohol
Grocery stores must not allow exchanges for other alcohol products outside of the legal hours of sale. However, they may process refunds at any time.

Displays in Grocery Stores
An authorized store must:
Display beer and cider together, but wine can be in a separate location.
Ensure that a proportion of the containers of beer, wine, or cider on display are produced by small breweries, cideries, and wineries.
Ensure that any alcohol not on display to customers is stored in a secure area, inaccessible to the public.

Restricting Access During No-Sale Times
Authorized stores must ensure that alcohol is not available to customers outside of the permissible hours of sale. Some tips to accomplish this include:
 Locking refrigerators in which alcohol is located.
 Creating a partition around alcohol display aisles.
 Locking the point-of-sale system to prohibit the sale of alcohol.
 Ensuring all employees understand the store policies regarding the sale of alcohol.

Self-Checkout Stations
An authorized store that allows customers to use a self-checkout station to purchase alcohol must:
Ensure that all staff members monitoring the self-checkout station are at least 18 years of age and Smart Serve certified.
Ensure that all staff members are able to effectively determine the customer’s age and assess the customer’s level of intoxication.
Ensure that all staff members know the store policy when refusing to sell alcohol to a customer (for example, intoxicated, underage or second-party purchasers).

Sampling
Authorized stores may offer sampling to its customers. Staff members must be at least 18 years of age and Smart Serve certified. It is the responsibility of the store operator to ensure the proper conditions for in-store alcohol sampling are met.
Customers
Never provide alcohol samples to a person who is underage or intoxicated.
Never allow customers to remove samples from the "sampling area."
Location
Only provide samples in an area that is adjacent to the alcohol display. This includes samples at a wine boutique.
Grocery stores: customers must consume the sample in the area where the sample was provided.
Manufacturer’s on-site retail stores: customers may carry a sample and consume it anywhere within the store shopping area.

Store Operators
Schedule sampling only during permissible hours of alcohol sales.
Only provide samples of alcohol products the store is authorized to sell.
Never sell samples at a profit, only to recover the cost of providing the sample.
Ensure that any marketing method used to support sampling adheres to appropriate AGCO advertising guidelines.

Question 1
Grocery stores can allow exchanges for alcohol products outside of the permissible hours of sale.
False
Grocery stores can refund an alcohol sale at any time, but they cannot allow exchanges for other alcohol products outside of the permissible hours of sale.

Question 2
Authorized grocery stores can only sell alcohol to customers between 9:00 a.m. and 11:00 p.m.
True

Question 3
Authorized stores must display a Sandy’s Law poster.
True
Every authorized operator selling alcohol must display a sign warning women that drinking alcohol during pregnancy can cause Fetal Alcohol Spectrum Disorder (FASD).

Question 4
Grocery store customers are allowed to carry and consume samples anywhere within the store shopping area.
False
Grocery store customers must consume the sample in the area where the alcohol sample was provided. However, manufacturer’s on-site retail store customers may carry a sample and consume it anywhere within the store shopping area.

Question 5
Stores must provide access to police and AGCO compliance officials to inspect the store.
True
Authorized stores must provide full access to police and AGCO compliance officials to inspect the store at any time.

Question 1
Who could potentially be held liable for damages or injuries when a customer is served to the point of intoxication?
The manager, The licensee, The server
All of these individuals could potentially be held liable for injuries or damages when a customer is served to the point of intoxication.

Question 2
Jane, a server, is relieved that Mr. Gordon has headed home. He was slurring his words and starting to get loud, so she had the doorman put Mr. Gordon in a cab. Does Jane’s responsibility for Mr. Gordon end with sending him home in a cab?
No. Mr. Gordon is the responsibility of Jane and her establishment until he is sober. Although Jane took the correct steps in ensuring Mr. Gordon got home safely, he is still the responsibility of Jane and her establishment until he is sober.

Question 3
Daniel is tending bar at the Legion Hall for a family reunion of about 50 people. There is no table service and all alcohol must be purchased at the bar. Can Daniel be held responsible for monitoring the alcohol consumption of all 50 guests?
Yes. Daniel is responsible for looking out for the safety and sobriety of all guests attending the family reunion.
Being the only server at the event does not diminish Daniel's responsibility to monitor the alcohol consumption of all guests.

Question 4
Charlie is the night manager at an upscale Bistro. Two of the customers at table seven are regulars who spend a lot of money and refer a lot of business. Tonight, they have had too much to drink. Talia, the server, has come to Charlie and said that she has tried to refuse service, but one of the customers is insisting on another round of drinks.

Charlie tells Talia to serve the last round and make sure that the customers are sent home in a cab. Talia serves them and later, when exiting the cab, one of the customers trips and hits his head on the pavement. He is taken to the hospital with fairly serious injuries to his head and face. Who could be held liable?
Charlie, because he told Talia to keep serving after she had said she wanted to cut the customers off.
Talia, because she was the one who served them the alcohol.
The licensee.
Under vicarious liability, licensees could be held liable, regardless of how careful they have been, for the negligent or otherwise wrongful conduct of their employees. This does not reduce the personal liability of employees Charlie and Talia, who can also be found criminally or civilly liable for their own actions.

Question 1
Under the LLA, you have the obligation to remove an individual from the licensed establishment if you reasonably believe the person is not permitted by law to be on the premises.
True
Persons not permitted by law to be on the premises must be removed.

Question 2
Under the LLA, you have the obligation to remove an individual from the licensed establishment if you reasonably believe the person is on the premises for an unlawful reason or is breaking the law on the premises.
True
Persons on the premises for unlawful reasons or breaking the law on the premises must be removed.

Question 3
Duty of care means an establishment must protect an intoxicated customer from injuring themselves or others.
True
An establishment has a duty of care to protect an intoxicated customer from injuring themselves or others. A customer who is intoxicated must be removed from the licensed area of the establishment until arrangements can be made to get them home safely. However, you are responsible for the customer until they are sober again.

Question 4
A server can use no more force than is necessary to remove a customer from the premises.
True
If a customer does not leave as requested, he or she can be removed with "no more force than is necessary". This means that the force must only be used to remove an individual, not to cause harm.

Question 1
Poor coordination and balance are always signs of intoxication.
False
Poor coordination and balance are signs that an individual may be intoxicated but does not always mean that an individual is intoxicated. It is important to be sensitive to the possibility that other factors, such as a medical condition, may be responsible for a guest’s symptoms.

Question 2
The smell of cannabis is a sign of intoxication. True or False?
False
Burnt/smoked cannabis has a very distinct smell. Although the smell of cannabis alone, is not a sign of intoxication, it should act as a trigger for you to look for other signs of intoxication.


S-Check for SIGNS of intoxication

It is a violation of the Liquor Licence Act (LLA) to allow an intoxicated person to enter or remain on the licensed premises. That's why your first step is to watch for any signs of intoxication, and if required, refuse entry.

I-Ensure I.D. is valid

Before serving alcohol, ask for identification to confirm all customers are at least 19 years of age. A valid I.D. is one that is issued by the government and must include a person's photograph and date of birth.

M-MONITOR alcohol consumption

When serving alcohol, monitor how many drinks each guest consumes so that you do not serve them to the point of intoxication. In addition to counting drinks, ask them questions and use your observational skills to see if they are showing signs of intoxication.

P-PREVENT over-service

Preventing over-service takes a little more care on your part. It could mean slowing down or stopping service. Ways to slow down service include: serving one drink at a time, waiting for the customer to reorder, and being less available for service by passing the table less frequently. You can also offer food, water, and other non-alcoholic drinks to slow down how fast the customer consumes alcoholic beverages.

L-Determine LEVEL of intoxication

Is the customer showing signs of intoxication? How would you rate the customer? Green, Yellow or Red? If you over-serve a customer, your responsibility does not end when the customer leaves. You are responsible for this customer until they are sober.

E-EVALUATE risk before departure

The final step is to evaluate customers to see whether their level of intoxication puts them, or others, at risk. If anything happens as a result of you over-serving a guest, you could be held civilly and/or criminally liable. If you determine that a customer should not drive, find another way to get them home safely. Always complete an incident report while the details are still fresh in your mind.

What Should a House Policy Cover?
Which of the following should be covered in a house policy?
How to identify and deal with underage customers
How to deal with customers who appear to be intoxicated
How to stop service to intoxicated customers
How to handle difficult customers
All of the guidelines listed should be covered in a house policy. These guidelines can help you make difficult judgement calls and handle tough situations.

LLA Rules
It is a violation of the rules and regulations of the Liquor Licence Act (LLA) to sell alcohol to anyone under the age of 19. There could be serious consequences for both you and the licensee.
-Monetary penalties imposed by the AGCO.
-Charges by the police.
-Liquor Licence suspended or revoked.

Ontario Health Card
Is the Ontario Health Card an acceptable form of I.D.?
If the Ontario Health Card is offered voluntarily, it can be accepted at your discretion.
By law, no one can be required to produce their Ontario Health Card.
It is illegal to collect or record information from the Ontario Health Card.


Tips for Checking I.D.
House Policy
View the Card
Condition of Card
Government-Issued
Photo
Date of Birth
Expiry Date
Name and Address
Signature
Out-of-Province I.D.

Question 1
You have rated your customer YELLOW using the Traffic Light System. How would you slow down service?
Select all that apply.
Offer food
Bring the customer a glass of water
Pass the table less frequently
Communicate your decision with your co-workers

Question 2
You have assessed your customer as approaching RED using the Traffic Light System. How would you stop service?
Avoid being judgemental
Be calm, but firm
Communicate your decision to your co-workers

Question 3
You return from a quick break and notice that a table of customers, to which you slowed service, has been given a fresh round of drinks. What should you have done before going on break?
Let your manager and co-workers know you were slowing down service.

Question 4
You have been serving a table of customers for 2 hours and some of them are beginning to show signs of intoxication. You decide to slow down service. What can you do?
Don’t rush to serve them, and offer food, water, and/or non-alcoholic beverages.
(Do Not Check their tab to see how much more you can serve them)

Question 5
You are about to stop service to a customer. The customer has already been verbally abusive. What should you do?
Alert your manager and co-workers

Question 6
After you stop service to a customer, you are surprised when she becomes confrontational. In front of other customers, you said: "You're starting to look drunk; I’m cutting you off!" What could you have done differently?
You could have talked to the customer privately, and used a less confrontational statement.

Question 1
A female customer is sitting at the bar having a drink. A male customer sits down and starts talking to her. He gets closer to her and waves you over asking for two drinks, but you notice that the woman looks uncomfortable. What should you do?
Select all that apply.
v Make eye contact with her and ask if she is okay
v Check to see if she wants the drink
x Get the drinks right away
v Continue to monitor the situation to ensure her safety

Question 2
Two customers have been arguing which escalates to a physical fight. You are concerned for everyone’s safety. What should you do?
Select all that apply.
v Involve your backup/manager immediately
x Ask other customers to help stop the fight
x Jump between the customers to stop the fight
v Call the police


Decision Time
Should the server assess the guest prior to each drink served?
Yes. It is a server's obligation to assess a guest before serving — not only with the first drink, but every drink.

How much time can it take for alcohol to reach a person's brain?
It can take up to 30 minutes for the alcohol to reach a person's brain. This means, a person who has been drinking prior to arriving, may not show signs of intoxication until after being admitted. Likewise, the last drink served may not be felt until a half-hour later, when the guest could be on their way home. A server should use the Traffic Light System and re-evaluate a guest's rating with each new drink order.

Which of the following menu items would be the most effective in slowing down the rate at which alcohol is absorbed into the guest's bloodstream
v The house special: a ¼-pound burger with fries
x Nachos and cheese.
x The house salad.
Foods high in protein and fat, like the burger and fries, absorb more alcohol than other types of foods. Eating these foods before, or while drinking, will hold alcohol in the stomach longer and slow the rate at which alcohol is absorbed.
Foods like nachos and cheese, while high in fat, are also high in salt. Salty foods tend to make people thirsty, so always serve plenty of water with these types of foods. 
Salads are not effective in slowing down the rate at which alcohol is absorbed.



It is a server's right and obligation to withhold or slow down service to a guest who is believed to be intoxicated or will become intoxicated if she consumes one more drink.
Offences that could be served? (7)
-Fined
-Arrested
-Served Jail Time
-Temporary Licence Suspension
-Criminal Charges
-Academic Sanctions
-Job Loss

Special Occasion Permits are required:
-In any location other than a residence, private place, or licensed establishment.
-Picnic
-Required to serve alcohol at events in any
-Residence
-Private Place
-Licensed Establishment
-Applies whether or not there is a cost to the alcohol
-Not required in liquor sales license, caterers enforcement, or private places
-Allows permit holder to get alcohol at LCBO, beer store and Ontario wine stores.

What is required by any business that sells or serves alcohol?
(required by any business wishing to sell or serve alcohol to the public on their premises)
Liquor Sales Licence 

Liquor sales licence is issued by the 
AGCO

Take Home The Rest(THTR) (5)
-Allows guest to remove unfinished wine that has been brought onto the premises by BYOW program or ordered as part of the guests meal.
-Wine must be resealed, making sure cork is flushed with top of bottle.
-Guests cannot take unopened wine under THTR program unless wine unless brought by guest under BYOW
-THTR only for wine
-THTR cannot be offered to intoxicated or approaching intoxication guests.

Serving Alcohol consists of? (3)
-Taking and serving drink orders
-Stocking refrigerator or bar area
-Bartending




Licensed Establishment? (8)
-Serve or sell alcohol under liquor licence purchased through government stores, or BYOW if granted.
-All Alcohol served or sold is consumed in licences area, except for THTR wine.
-Must offer a variety of alcohol free beverages and light meals
-Must not substitute one type of alcohol for another, or water down a drink without the guests approval.
-Must not water down or alter drinks without permission.
-Not require minimum amount of drinks for entry or to remain on premises.
-Not permitted round bottom shooters/vials or test tubes. Must be served in self supporting, flat bottomed containers.
-Must post signs warning the risks of drinking while pregnant.

Drinking in Washroom (2)
-May be permitted if they are a licensed area. Must be fully approved by AGCO before a license may be permitted to take drinks to this area
-Areas consist of -Washrooms -Hallways -Stairways

Sandy's Law
-Offence to serve or sell liquor unless a sign warns women that drinking while pregnant can cause fetal alcohol spectrum disorder.

Hours of Operation
Licensed Establishment/Special Occasion Permit
-Mon to Sun 9:00am-2:00am
-New Year's Eve (December 31st) 9:00am-3:00am

Daylight savings:
Fall: Turn the clock back from 2:00 a.m. to 1:00 a.m. and you may then continue to serve alcohol until the stop-service time of 2:00 a.m.
Spring: Turn the clock forward from 2:00 a.m. to 3:00 a.m. At this time the sale of liquor must stop.

Stop Service Time (2)
-Orders for alcohol must be served before the stop-service time.  For example, in a licensed establishment, you cannot serve drinks after 2:00 a.m. even if you took the order at 1:55 a.m. (except on New Year's Eve). (cannot serve drinks after 2am).
-All alcohol and its containers (including empty glasses and bottles) must be cleared away within 45 minutes of the stop-service time on the licence. For example, by 2:45 a.m. for most establishments where the stop-service time is 2:00 a.m.

Role of AGCO (7)
-Responsible for regulating sales and service of alcohol to the public within establishment.
-Review liquor sales licence applications
-Issuing, transferring and reviewing liquor sales licenses and special occasion permits
-Issuing licence endorsements to allow an establishment to sell or serve alcohol under specific circumstances
-Inspecting licensed facilities to ensure compliance with LLA
-Adding terms and conditions to liquor sales license
-Taking administrative action if an establishment is not following the LLA or its regulations

Endorsements
Issued by AGCO to an establishment to sell/serve alcohol under specific circumstances.

Offences that could be served? (7)
-Fined
-Arrested
-Served Jail Time
-Temporary Licence Suspension
-Criminal Charges
-Academic Sanctions
-Job Loss

Special Occasion Permits are required:
-In any location other than a residence, private place, or licensed establishment.
-Picnic
-Required to serve alcohol at events in any
-Residence
-Private Place
-Licensed Establishment
-Applies whether or not there is a cost to the alcohol
-Not required in liquor sales license, caterers enforcement, or private places
-Allows permit holder to get alcohol at LCBO, beer store and Ontario wine stores.


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What is required by any business that sells or serves alcohol?
Liquor Sales Licence

Liquor sales licence is issued by the
AGCO

Take Home The Rest (5)
-Allows guest to remove unfinished wine that has been brought onto the premises by BYOW program or ordered as part of the guests meal.
-Wine must be resealed, making sure cork is flushed with top of bottle.
-Guests cannot take unopened wine under THTR program unless wine unless brought by guest under BYOW
-THTR only for wine
-THTR cannot be offered to intoxicated or approaching intoxication guests.

Serving Alcohol consists of? (3)
-Taking and serving drink orders
-Stocking refrigerator or bar area
-Bartending

Licensed Establishment? (8)
-Serve or sell alcohol under liquor licence purchased through government stores, or BYOW if granted.
-All Alcohol served or sold is consumed in licences area, except for THTR wine.
-Must offer a variety of alcohol free beverages and light meals
-Must not substitute one type of alcohol for another, or water down a drink without the guests approval.
-Must not water down or alter drinks without permission.
-Not require minimum amount of drinks for entry or to remain on premises.
-Not permitted round bottom shooters/vials or test tubes. Must be served in self supporting, flat bottomed containers.
-Must post signs warning the risks of drinking while pregnant.

Drinking in Washroom (2)
-May be permitted if they are a licensed area. Must be fully approved by AGCO before a license may be permitted to take drinks to this area
-Areas consist of
-Washrooms
-Hallways
-Stairways

Sandy's Law
-Offence to serve or sell liquor unless a sign warns women that drinking while pregnant can cause fetal alcohol spectrum disorder.

Hours of Operation
Licensed Establishment/Special Occasion Permit
-Mon to Sun 11:00am-2:00am
-New Years 11:00am-3:00am

Stop Service Time (2)
-Orders must be served before this time even if ordered before the smart serve time (cannot serve drinks after 2am).
-All alcohol and its containers must be cleared away within 45min or stop service time.

Role of AGCO (7)
-Responsible for regulating sales and service of alcohol to the public within establishment.
-Review liquor sales licence applications
-Issuing, transferring and reviewing liquor sales licenses and special occasion permits
-Issuing licence endorsements to allow an establishment to sell or serve alcohol under specific circumstances
-Inspecting licensed facilities to ensure compliance with LLA
-Adding terms and conditions to liquor sales license
-Taking administrative action if an establishment is not following the LLA or its regulations

Endorsements
Issued by AGCO to an establishment to sell/serve alcohol under specific circumstances.

Brew Pubs
Allow sales and service of beer manufactured on the premises for consumption on the same premies

Wine Pub
Allow sales and service of wine manufactured on the premises for consumption on the same premies

Mini-Bar
Allows the license to sell and serve alcohol from a mini-bar in a room that is rented for overnight accommodations

Golf Course
Allow the license to sales and service alcohol for consumption on the playing area of a golf course

Caterer
Allow the licence to sell and serve alcohol off the licensed premise. The catered event must be sponsored by someone other than the licensed holder and light meals must be available.

Bring Your Own Wine(BYOW)
Allow the licensed to serve commercially made wine brought by a guest in the same manner as wine selected from the menu.

Room service
Allows the licensee to sell and serve alcohol to registered guests in a hotel room that is rented for overnight accommodations

Civil Liability for Negligence (3)
-Server or establishment is not careful in stopping harm or injury to a guest
-Potential responsibility for payment of damage
-Determined by our courts in the form of judgement, usually after a trial of the evidence and by applying common law

Fines of not meeting regulations of LLA
Individual - $100,000 and/or imprisonment for 1 year
Corporation- $250,000

Fines of selling or supplying alcohol to a minor or an apparent minor
Individual - $200,000 and/or imprisonment for 1 year
Corporation- $500,000

3 ways Civil Liability can arise?
1. Under the provision of the LLA
2. By the court finding of negligence or lack of duty of care
3. Under occupiers liability act

Criminal Liability
Criminal charges that are laid by the police

Liquor License Act (2)
-Cannot serve alcohol to guest to intoxication
-must ensure guest is not in danger of causing injury or damage to themselves or others

Duty of Care
Owned by the server to ensure alcohol is not served to intoxication. If so it is the servers responsibility to ensure the customer is not in danger until the sober up

Negligence/Duty of Care
Found when there has been a failure to use the care that a reasonably cautions a careful person would use under simulator circumstances.

Server Must Not (5)
-Encourage drunk news or supply alcohol to intoxication
-Inadequately monitor, supervise or control how much the guest drinks
-Fail to notice signs of intoxication
-continue to serve alcohol to intoxicated guests
-Fail to take steps to stop drinking and driving

Occupiers Liability
-Law that deals with injury caused by a condition of the premises or activities that have taken place on the premises
-OLA licencee has a legal duty to ensure a safe area for guest especially when intoxicated

Occupiers Liability is Responsible for/ 3 issues that results in civil liability?
-Condition of premises
-Conduct of staff/guest on premises
-Activity carried out on premises

Responsibility of licencee, management and staff to detect disorderly conduct which includes?
-Controlling and monitoring line ups
-Minimizing damage, nuisance or other harm to property caused by disorderly conduct of someone entering or leaving premises

Rights under the L.L.A? (2)
-Deny Entry
-Eject Guest

Entry Cannot be Denied to on-duty? (4)
AGCO compliance officials
Police Officers
Firefighters
Government Inspectors (i.e., building code inspectors, health inspectors)

When can you use force?
-Guest does not leave when requested
-Person can be removed with "no more force than is necessary"
-All force must stop as soon as the individual has been ejected

True or False- Alcohol is a Depressant?
True

True or False-Stomach can be coated to prevent alcohol absorption?
False

Standard Drink of Wine?
5oz of 12% alcohol (142ml)

Standard Drink of Beer?
12oz of 5% alcohol (341ml)

Standard Drink of a Mixed Drink ?
1.5oz of 40% alcohol (43ml)

All Standard Drinks Contain?
0.6oz = 17ml of alcohol

Alcohol Content of a Standard Drink should be used as a?
Guideline

True or False- some alcoholic drinks have more than alcohol content then listed?
True

Always check __________ when determining the amount the guest may consume?
The alcohol content listed on the bottle

Martinis often contain how much alcohol?
1.5-2.0oz of 40% alcohol

What alcohols contain less than 40% alcohol ? (3)
-Crème de Cacao
-Kahlua
-Amaretto

Important to__________ to be a safe server?
Be familiar with the type of drinks and glasses used in your establishment and how much alcohol each typically holds

Standard drink calculation equation ?
% of alcohol x ounces = 60

What body part metabolizes most of the alcohol consumed?
Liver

Alcohol Absorption
Throat
Stomach
Intestines
Bloodstream
Brain
Tissue

Alcohol is absorbed in?
Stomach and intestines

Liver metabolizes alcohol by?
Body chemicals that breaks down alcohol 1 hour/ standard drink


______ slowly eliminated from blood stream
90%

_____ removed through the sweat, breath and urine
10%

alcohol is _______ more slowly than it is _______
Metabolized / Absorbed

Blood alcohol consumption
Measures the alcohol in the bloodstream (mg) of alcohol/100ml of blood

Drivers license suspension when?
0.05

Criminal offence
0.08

Impairment starts with?
One drink

Blood alcohol concentration chart
-tool used to estimate how much an individual can safely drink
-should only be used as a guideline

Accurate BAC values very depending on?
Body type, Gender, Other factors

Factors affecting blood alcohol concentration(BAC)? (9)
1)Environment
2)time between drinks
3)tolerance
4)Body fat
5)gender
6)physical health, fitness, age
7)body size
8)medication
9)food & alcohol free drinks

Environment affecting blood alcohol level
-relaxed rate of drinking is slower
-drink more at cocktails

Tolerance affecting blood alcohol level?
Greater tolerance of alcohol does not lower there BAC

Gender affecting blood alcohol level
150lb women will have a higher BAC than a 150lb man

Physical health, fitness, age affecting blood alcohol level
-fit male will have a lower BAC than unfit man
-old man will have a higher BAC than a young man

Body size affecting blood alcohol level
Smaller person will have a higher BAC

Medications affecting blood alcohol level
Increase effects of alcohol

5 signs of intoxication?
1) changing vital signs and physical appearances
2) loss of self control and inhibitions
3) poor judgement
4) reason, caution, memory
5) coordination and balance

2 common signs of intoxication
1) slurred speech
2) difficulty keeping ones balance

BAC =
Part alcohol (mg)/ part blood (ml)

What cannot be a form of id?
Health card

Serving an underage person is? (6)
-against the law
-offence under LLA
-lead to charges by the AGCO
-lead to charges by the police
-you and your establishment could be sued and/or fined
-employers licence can be suspended or revoked

Acceptable ID must include? (3)
-issued by the government
-include persons photo
-includes persons birth date

Acceptable ID?(8)
-Ontario's drivers license
-Canadian Passport
-Canadian citizenship card
-Canadian armed forces identification card
-BYID card issued by the liquor control board of Ontario
-secure Indian status card (Canadian)
-permanent resident card (Canadian)
-any photo card issued under the photo card act 2008

Verifying ID?(8)
-Owners birth date
-Owners address
-Guests physical description
-Expiry date or date of birth
-owners signature
-owners photo
-owners name
-overall condition of ID

Old ID? (4)
-photo should match
-first letter in drivers licence number should match the first letter in the persons last name
-numbers on date of birth should be same thickness and colour
-surface of card should be smooth with no raised areas

New ID?(6)
-Raised lettering on drivers license number
-Protected secondary photo and signature
-Raised lettering on date of birth
-Photo and signature are imprinted into the surface of the card
-background has a fine line
-magnetic strip on the back of the card

Assess your guest
-assess if the guest was drinking before arriving
-mood the guest is in
-signs of medication, particular condition or drugs

Listen and observe
-Engage in conversation
-Make eye contact
-Listen to their tone loud or aggressive, slurred words

Note body language
Slower response time to speech and movement

Ask questions
-driving?
-designated driver?
-how they are feeling?
-their mood?

Keep communicating
To assess their service needs

Determine how much the guest has been drinking
-tab states how many drinks were ordered
-keep tally
-know method used in establishment
-use different types of glasses for alcoholic and alcohol free drinks

When waitressing you should? (6)
-Assess guest
-Listen and observe
-Note body language
-Ask questions
-Keep communication
-Determine how much the guest has been drinking

Red (5)
-Intent of drinking/becoming drunk
-Aggressive
-Glassy eyes
-Arguing bating
-Increased physical and behavioural signs of intoxication

Yellow(4)
-Alcohol service is slowed or stopped
-Loud, boisterous behaviour
-drinks quickly
-"life of the party"

Green (4)
-Relaxed
-In control
-Talkative
-Happy

Why should you tell a manager or co-worker when a customer has reached "yellow" or "red" (3)
-back up is available if needed
-prevent guests from trying to get others to serve them
-witness if incident occurs

When leaving you should share with waitress? (2)
- amount of drinks you served to remaining guests
- concerns of any potential problems

Should you serve alcohol to a guest that had been served by another co-worker without asking them
No

House Policy(3)
-Designed to guide and support you in all aspects of responsible alcohol service
-should give clear and consistent guidelines to carry out your establishment philosophy of responsible alcohol service
-ask manager or owner for this

What should a house policy include?
-goal statement which represents your establishment overall commitment towards achieving responsible beverage service

Slowing service(8)
-avoiding them
-engaging them in something different
-offer water
-make manager aware
-delay service
-let host of table know that you are slowing them down
-talk to guest in a polite and respectful way
-offer food

What good should you have guests avoid when drinking?
Salty food

What does food do to alcohol
Slows rate of absorption

Stopping service ? (9)
-talk to person in private with nice approach
-watch your body language
-avoid being judgmental
-show concern and empathy for guests
-be firm and simple
-know steps to take of guest becomes aggressive
-speak with co-workers
-alert a back up person
-bring water/non alcoholic drink

If you have cut someone off and instead his friend is sharing they drink you should?
Stop service to the entire table and remove alcohol from the table

When someone try's changing your mind from cutting them off you should?
Calmly and firmly and briefly repeat your original decision.

Steps to prevent an intoxicated guest from driving? (5)
-Try to convince guest not to drive show that you care
-call police if they drive
-ask sober companion/ family member to drive
-Ask for car keys
-call cab

If you call the police let them know?(5)
-maker of car
-model
-license plate number
-direction that the guest is heading
-fill out an incident report for any challenging or difficult incidents

If you sense that a guest can become violent?
-Stop a fight before it happens
-talk to the manager
-call police
-move other guests to safety

When should you call the police?
When you are worried about you own or anyone else's safety

When should you talk to a manager?
Assoon as possible so that they can get their input and determine the best way to handle the situation

How can you stop a fight before it happens?
-look for trouble signs such as verbal arguments
-intervene in a friendly manner and remind them that fighting is not allowed

Illegal activities (4)
-drug possession use or sale
-prostitution
-illegal alcohol brought onto premises
-gambling

When there is illegal activities you should? (2)
-Talk to manager or owner
-call police

Eject a guest you should?(4)
-let manager/ owner/ co worker know that the guest needs to be ejected so that they can provide back up
-ask person to leave
-ask manager/owner to step in
-if person still refuses to leave or weapon appears call police immediately

Incident report should be written when? (8)
Minor presents false I.D.
Intoxicated customer is refused service
Customer becomes violent or a fight breaks out
Customer is asked by staff to leave
Transportation is arranged for an intoxicated customer
AGCO compliance official visits your establishment
Customer has an accident or becomes ill
Police are called

Incident report should include?
Location, date, and time of the incident
Servers and Managers on duty
Name of the guest, type of clothing, general attitude
Condition of the guest (i.e, note signs of intoxication)
Details about other guests in the party
Witnesses (with names, addresses and phone numbers if possible)
The bill (keep a copy of the guest's bill or sales slip)
Steps taken to arrange transportation
Information on whether the guest was driving (licence plate number, vehicle description, direction they drove)
Details of any police involvement
Any other important details

-write out immediately

The decision of the court was that although Mike may have been a danger to himself and others before arriving, by serving him more beer, the tavern increased the risk or at least maintained the same level of risk. The group was obviously impaired and no attempt was made to stop them from driving. As a result, the tavern was found liable, both under the LLA and at common law.



Heather tells her manager that she is stopping service for two customers who have had too much to drink. The manager disagrees and tells Heather to serve them another round of drinks. Heather serves the drinks and sends the customers home in a taxi. One of the customers falls and hits his head while getting out of the taxi. He is taken to the hospital with serious injuries to his head and face. Who can be held responsible?

Failure to comply with the Liquor Licence Act could result in which of the following?

Which of the following would be the most effective in preventing intoxication?

What strategies can you use to prevent over-service?