Club Training Australia provides high quality Responsible Management of Licenced Venues training, and it is highly recommended that staff in management positions undergo education in this area to improve your venue’s operations.
You can’t really calculate precisely what may cause problems, but there are some common situations that we will take a look at in depth:
Large Single Sex Groups
In certain kinds of premises, because of the “party atmosphere” along with the group dynamics, single sex groups frequently start consuming to excess and getting boisterous, which may also upset other clients. Exactly how do you manage them?
- Talk with them when they first arrive and lay lower recommendations (e.g. no alcohol consuming games, keep noise lower, enjoy a great evening but don’t get drunk)
- Strengthen your relationship at the start so it’s simpler to talk with them later – uncover what they are praising
- Reserve another position for them, in any way possible, to avoid upsetting other clients
- Identify the leader and make them accountable for the group’s behaviour
- Watch the amount of alcohol they are consuming
- Consult with individuals at the bar
- Make certain it is apparent that if an individual person causes trouble, everybody will be required to leave
They’re frequently the most challenging to put a stop to. A couple may come in to enjoy an evening, and then a row develops which has nothing to do with the venue. Although you cannot pay attention to every customer’s conversations, it’s frequently common for customers to argue, find ill feeling or mix words being spoken between partners or friends.
- Go to the table, ask if everything is okay. The fact that you are observing their behaviour is enough to make most people quieten or leave
- If this type of behaviour continues or gets even louder, you’ll have to ask them, once again, if they are ok
- Advise that this is not the place for disruptive behaviour
- Explain that, if they can’t resolve their issues, they will need to depart
- Always remain neutral
- Depersonalize the matter by stating it’s your job / your procedures and regulations, and nothing personal
Games / Sports
Sports and games are capable of producing extreme emotions. This frequently leads to someone becoming upset. In premises where patrons are winning contests such as pool or darts, there is an additional problem of potential weapons. Issues might also surface with whose turn it is next.
In minimizing potential issues:
- As rules can vary, incorporate some of your own laws and regulations for everyone to observe
- Communicate a fair system is set up to book games and determine who plays next
- Ensure the premises is well-staffed or has a consistent staff presence to prevent any potential issues
To find out more about minimising disruptive behaviour in your venue, check for an RMLV course near you.