If you operate or work in a hospitality venue, you will know the importance of having harm minimisation strategies in place.
These could include offering non-alcoholic beverages when refusing service to a customer, having procedures that staff follow when evicting a customer from the venue or bottleshop, or displaying current signage from your state or territory liquor licensing authority about acceptable photo identification.
Harm minimisation becomes a daily part of your job while on shift, and the consequences of not following your obligations can be serious, including fines, legal action and harm to your customers.
Your Harm Minimisation Strategies May Need to Change
However, have you ever thought about how your normal harm minimisation strategies may need to change at different times of the year?
As we get closer to Christmas, hospitality venues will soon be inundated with end-of-year school events, Schoolies celebrations, work functions, Christmas parties and family gatherings.
There will be many more customers coming into your venue to celebrate a special occasion. The alcohol will be flowing, and everyone will be looking to have a fantastic time. But this could also mean dealing with more customers who are intoxicated, minors attempting to purchase alcohol or customers becoming disorderly.
So, what has your venue done to prepare for these situations?
Has management considered putting extra measures in place? Were staff involved in these decisions? Have they been informed of any changes?
To safely look after your customers during the busy months ahead, now is the time to think about additional harm minimisation strategies that could be implemented at your venue.
Here are some suggestions to consider.
Refresh Your Staff's Knowledge
Refresh your staff’s knowledge of the early signs of intoxication.
It is always better to recognise these signs early and intervene before a customer reaches the stage where refusal of service or eviction becomes necessary.
Are your staff confident in recognising these signs and knowing what action to take?
Revisit Your RSA House Policy and Internal Procedures
Review the steps your staff need to follow when refusing alcohol service or conducting an eviction.
Are these procedures still relevant?
Have there been any changes to personnel, responsibilities or information since they were last reviewed?
Most importantly, do your staff understand these procedures and know how to put them into practice?
Have More Non-Alcoholic Beverages on Offer
Consider introducing a special event mocktail or having new soft drinks and juices available to purchase.
Encourage your staff to promote these beverages regularly, rather than waiting until a customer is showing signs of intoxication.
Where appropriate, staff can also offer a non-alcoholic beverage when refusing further alcohol service.
Consider Bottleshop and Takeaway Sales
Will you have enough staff rostered on to handle the increase in sales?
Even during the busiest periods, checking identification and refusing the sale of alcohol to an unduly intoxicated or disorderly customer, where required by law, must remain a priority.
Do your staff need a refresher on acceptable forms of photo identification?
With end-of-year celebrations and Schoolies approaching, there may be an increase in minors attempting to purchase alcohol.
It is also important that staff are aware of recent changes to acceptable identification. From 1 May 2026, Australia Post’s Digital Keypass is no longer available as an acceptable form of digital photo identification anywhere in Australia, following the closure of its Digital iD app. Current physical Keypass cards may still be accepted where permitted under state or territory requirements.
Private Functions and Events
This is an area where venues may need to consider additional strategies.
Will your staff working on the floor, collecting dirty plates or glasses, also be observing customers and recognising the early signs of intoxication?
For example, a customer may be stumbling or becoming increasingly loud while at their table but manages to pull themselves together and appear ‘sober’ when walking up to the bar to order another drink.
If bar staff have not seen the customer’s earlier behaviour, how would they know there is a concern? These situations need to be recognised and acted upon early.
Consider having a staff member on the floor whose responsibility includes monitoring customers, identifying concerns and communicating with management and bar staff.
This could involve:
- Alerting the manager when a customer is showing signs of intoxication.
- Communicating concerns to bar staff so appropriate action can be taken before further alcohol is served.
- Having a quiet word with a customer whose behaviour is becoming disruptive.
- Working with security and other staff to manage situations before they escalate.
The important thing is having clear communication between staff working in different areas of the venue.
Now Is the Time to Prepare
These are just some examples of additional harm minimisation strategies that could be implemented at your venue.
Every venue is different. You need to consider the types of services and facilities you offer, the customers who visit your venue and what has occurred during previous busy periods.
Think about what worked well last year and what could have been handled differently.
Regardless, thinking about these strategies now is much better than waiting until you are in the thick of the busy season.
The last thing you want is for something to go wrong because additional measures were not considered or your staff were unaware of what they needed to do.
A customer could be injured, a liquor licensing inspector could arrive unannounced, or your venue’s reputation could be damaged.
Taking the time to prepare now can make a real difference to your staff, your customers and your venue.
How Can Zealifi Help?
Zealifi can help you and your staff prepare for the busy season through training, refresher workshops and RSA House Policy reviews.
Online Courses
Face-to-Face Training
RSA House Policy Reviews and Customised Online Training
Need help reviewing your RSA House Policy?
Zealifi can review your existing policy and provide recommendations for improvements.
We can also take it one step further by developing a customised online RSA House Policy course for your venue. Your course can include your policy in PDF format, a self-marking quiz to check staff understanding and an acknowledgement and declaration confirming they have completed the training. Course completions are provided with PDF certificates to assist with your record keeping and evidence of staff training.
Want to find out more?
Give our team a call on 1300 122 287 or email hello@zealifi.com.au to discuss how we can help your venue prepare for the busy season.
