Hainline says server training good investment
By Jeff Hainline
Responsible Server Trainer
In four decades of working in the hospitality business, I have seen many changes. I turned 18 on almost the exact date that Montana's drinking laws were changed to allow 18 year olds to legally drink. I certainly thought it was a great idea at the time.
Today, anyone under 21 years old is potentially conducting a compliance check.
I've worked in numerous formats – quiet lounges to loud rock n roll clubs, casinos, supper clubs and a comedy club – and one thing became very clear over the years: the customer is not always right, particularly when they believe it is solely their decision on when enough is enough where alcohol service is concerned.
In all 50 states it is illegal to sell alcohol to an obviously intoxicated individual. The definition of obviously intoxicated may be subject to legal interpretation, but it reminds me of the elderly senator who said he didn't know the definition of pornography, but he knew it when he saw it. We have all seen it, and it shouldn't come as a big surprise that the obviously intoxicated individual is usually way over the .08 limit.
It was not too many years ago when Montana had the dubious distinction of being one of the only states that still allowed open containers in motor vehicles on the open roads. We have seen the BAC limit drop from .10 to .08, and we have seen the mandatory use of seat belts under the pressure of losing federal highway funds.
Once again the winds of change are blowing in Montana. Numerous editorials and articles have run across the state declaring that our culture of drinking and driving needs to change. The shocking magnitude and severity of high profile tragedies, and near tragedies, during 2009 has kept the issue front and center.
During a recent rules amendment hearing in Helena, a number of our industry representatives testified that we are capable of training our employees and regulating ourselves. I believe that, and I believe that we need to clearly demonstrate that ability and willingness before someone forces our voluntary efforts to become mandatory.
I think everyone would agree that voluntary training is preferable. In the course of training hundreds of people, I am gratified to find that even the most seasoned old pros always learn something useful. I have found that few participants know and understand the full extent of the laws and their obligations when they are engaged in alcohol sales and service.
The evaluation forms used by the state RASS (Responsible Alcohol Sales and Service) program consistently show that the participants want and appreciate training. Employees want to be responsible, and they want to know what is legally required and expected of them.
Knowledge is power, and having employees – and owners! – who understand their responsibilities, and learn specific techniques to prevent drinking and driving as well as preventing the sales to minors or over-serving is simply a wise investment in the business.
We can all play a powerful and leading role in changing this poor perception of Montana's responsible enjoyment of alcohol beverages.