COMPETENCY – BASED

LEARNING MATERIAL

HM: HOUSEKEEPING SERVICES NC II

QUALIFICATION: HOUSEKEEPING
SERVICES NC II

MODULE SIX:
DEAL WITH/ HANDLE INTOXICATED
GUEST
HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

Welcome to this Competency Based Learning Material for the Module Deal
with/Handle Intoxicated Guest

This learning material contains activities for you to complete. It covers the knowledge,
skills and attitudes required to complete the units of competency under Housekeeping
Services NCII.

You are required to go through a series of learning activities in order to complete each
of the learning outcomes of this module. In each learning outcome, Learning Elements
and Reference Materials are available for your further reading to assist you in the
required activities. You are expected to accomplish all the required activities and to
answer the self-check after each element. Please note that you need to have 100%
correct answers to each self-check to pass the activity. You are required to obtain
answer sheets, which are available from your trainer or at the end of each learning
element, to reflect answers for each self-check. If you have questions, please do not
hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have acquired some or most of the knowledge and skills covered in this
learning material because you have:
 Actual experience on the job;
 Already completed training in this area.

So, of you can demonstrate to your trainer that you are competent in a particular skill;
you do not have to do the same training again. Or, if you feel you have the skills, talk
to your trainer about having them formally recognized. You may also show your
Certificates of Competence from previous training. And if your acquired skills are still
updated/relevant to the module, they may become part of the evidence you can
present
for RPL.

This module was prepared to help you achieve the required competency in cleaning
and preparing guestrooms. It will serve as a source of information for you to acquire
the required knowledge and skills for Housekeeping Services NCII, with minimum
supervision or help from your trainer. This material will aid you in acquiring the
competency at your own pace, independently. To achieve the full benefit of this
module:

 Talk to you trainer and agree on how you will both organize your training on
this unit. Read through the Competency Based Learning Material carefully. It is
divided into sections which covers all the skills and knowledge you need to
successfully complete this module.
 Most probably, your trainer will also be your supervisor. She/he will be there to
 support and show you the correct way of doing things. Ask for help if you need
one.
 Your trainer will tell you about the important things you need to consider when
doing the activities. It is important you listen and take notes.
 You will have plenty of opportunities to ask questions and undergo rigid
practice. This will help you in achieving competency in your new skill. Ample
practice will improve your speed, memory and confidence.
 Talk with more experienced colleagues and ask for guidance.
 Answer self-checks at the end of each section to test your own progress.
 When you finish each element and feel that you are ready, demonstrate the
activities outlined in the learning material to your trainer.
 As your work through the activities, your trainer will be taking note of your
performance. She/he will be providing feedback on your progress. Your
readiness for assessment will be reflected in his/her report, if and when you
have successfully completed each element.
QUALIFICATIONS: Housekeeping Services NCII

UNITS OF COMPETENCY: Deal with/ Handle Intoxicated Guest

MODULE TITLE: Dealing with/ Handling Intoxicated Guest

Introduction:
This module deals contains information and learning activities in cleaning
premises.
Upon completion of this module and you feel confident that you have had
sufficient practice, you may request your trainer to arrange an appointment with a
registered assessor for your assessment. The results of the assessment will be
recorded in your Competency Achievement Record.

Learning Outcomes:
At the end of this module, you will be able to:
1. Identify what are the procedure in handling intoxicated guest
2. Explain what is Blood Alcohol Concentration
3. Know the warning signs of intoxication
4. Know the ways to help prevent guest from becoming intoxicated

Assessment Criteria:
Competency in this unit must be assessed through:
1. Equipment is selected according to type of cleaning to be done.
2. All equipment is checked if clean in safe working condition before using.
3. Suitable dry and wet cleaning agents and chemicals are selected and prepared
in accordance with manufacturers and relevant occupational health and safety
requirements.
4. Protective clothing is selected and used when necessary.
5. Possible customer inconvenience is considered when scheduling and performing
cleaning tasks.
6. Wet and dry areas are prepared for cleaning and hazards are identified.
7. The work area is barricaded or warning signs are placed, as appropriate, to
reduce risk of colleagues and customers.
8. Cleaning agents or chemicals are selected and applied in specific areas in
accordance in manufacturer’s recommendations.
9. Equipment is used safely and in accordance with manufacturer’s procedures
and recommendation.
10.Garbage and used chemicals are disposed in accordance with hygiene, safety
and environmental legislation requirements.
11.Equipment is cleaned after used in accordance with enterprise requirements
and manufacturer’s requirements.
12.Routine maintenance is carried out or arranged in accordance with enterprise
procedures.
13.Faults are identified and reported in accordance with establishment
procedures.
 DEAL WITH/ HANDLE INTOXICATED GUEST

Learning Outcomes:
At the end of this module, you will be able to:
1. Identify what are the procedure in handling intoxicated guest
2. Explain what is Blood Alcohol Concentration
3. Know the warning signs of intoxication
4. Know the ways to help prevent guest from becoming intoxicated

ALCOHOL SAFETY

FACTS
HOW THE ALCOHOL AFFECTS THE BODY
1. Alcohol enters the body through the mouth. It travels down the throat and
esophagus, into the stomach.
2. Once in the stomach, 20 percent of the alcohol is absorbed into the
bloodstream. Alcohol stimulates gastric juice flow.
3. Alcohol then passes into the small intestine where the 80 percent of remaining
alcohol is absorbed into the walls of the digestive track. The small intestine is
the most efficient location for alcohol absorption because of its large surface
area and rich blood vessel composition.
4. Once in the bloodstream, alcohol dissolves into the water of the blood where it
is pumped throughout the body by the heart. Alcohol causes the blood vessels
to widen causing temporary feelings of warmth and decrease in blood pressure.
5. Alcohol, in even small concentrations, can affect the central nervous system.
The ethanol in alcohol travels through the brain and acts as a drug. It’s
behavioral effects are a result of its effects on responses in nervous tissue.
Alcohol also suppresses certain brain functions.
6. Alcohol is metabolized in the liver, which eliminates 95 percent of alcohol from
the body. The liver only oxidizes a certain amount of alcohol per hour.
7. A small amount of alcohol escapes metabolism in the liver and is excreted,
unchanged through the kidneys (urine), lungs (breath), or skin (sweat).

FACTORS THAT AFFECT A GUEST’S BLOOD ALCOHOL CONTENT

DRINKING RATE & AMOUNT CONSUMED

These factors help you assess how quickly someone is becoming intoxicated,
giving you an idea of how rapidly that person’s blood Alcohol Content is rising. The
more alcohol a person consumes the higher the BAC level will be. The liver can only
remove alcohol from the body at the rate of 1.00 oz per hour.

DRINK STRENGTH
The more alcohol a drink contains (ABV %) the more that will end up in the
bloodstream.
WEIGHT
Smaller people (lower in weight) are more affected by alcohol than large people (higher
in
weight).

BODY FAT
A person with a large percentage of body fat will have a higher BAC than a leaner
person.

AGE
A senior citizen will have a higher BAC than a younger guest. Body fat increases with
age. Enzyme actions slow down as a person gets older.

GENDER
Women tend to become intoxicated much quicker than men because women are
generally
smaller than men and have a higher percentage of body fat.

WATER
Water dilutes alcohol and relieves thirst. Water should be served with ALL beverage
alcohol.

FOOD
Always offer food with beverage alcohol as it will help slow the absorption of alcohol
into the small intestine. This delay gives the liver more time to break down the alcohol
in the person’s blood. Foods that slows alcohol absorption are fatty and high in
protein.

CARBONATED BEVERAGES
Carbonated drinks like soda speed up the absorption of alcohol. Vodka Club,
Champagne and other drinks mixed with sodas or tonic cause alcohol to enter into the
bloodstream faster and cause a spike in Blood Alcohol Content (BAC).

MEDICATIONS & OTHER DRUGS

Mixing alcohol with any type of over-the-counter or prescription medication or illicit
drug can have unpredictable and potentially dangerous results. It is important to
discuss the effects of mixing alcohol and any medication with your doctor or
pharmacists, including over-the-counter medications. Alcohol can interfere with the
liver’s responsibilities by delaying the breakdown of everything other than alcohol.
This delay can lead to your central nervous system being subjected to both drugs
simultaneously, or it can cause a cumulative toxic effect when the next dose of
medication is taken. Medications with estrogen, including birth control, can slow the
rate at which alcohol is eliminated in the body.
Bartender/Server Responsibilities in Serving Alcohol
• Obey laws prohibiting serving alcohol to minors
• Obey laws prohibiting serving alcohol to intoxicated persons
• Check for proper/acceptable identification
• Avoid serving a guest too much beverage alcohol
• Be aware of a patron’s pass of or redelivery to a minor
• Keeping track of how much a guest drink
• Observing guest(s) behaviors
• Slowing or stopping beverage alcohol service to guests
• NOT allowing a visibly intoxicated guest to drive

Benefits of Serving Alcohol Responsibly

The service of alcohol is an important source of income for hospitality establishments
and their employees. Unfortunately, over consuming alcohol can cause problems for
everyone. Responsible alcohol service is simply good customer service.

Responsibility to Supervise the Premise

When serving alcohol, responsible servers must keep a safe atmosphere for
themselves, guests, co-workers, and the establishment. By properly supervising the
premise this will, in turn, reduce drunk driving crashes and other injuries related to
alcohol overconsumption.

Included responsibilities will be observed to avoid

1. alcohol served to the following customers:. UNDERAGE: people under the legal
drinking age of 21
2. THIRD PARTY: people who are buying for someone under the legal drinking age
of 21
3. VISIBLY INTOXICATED: customers / people who appear to be impaired by the
over consumption of alcohol. When our customers consume beverage alcohol
responsibly, they tend to stay longer, order more food and beverages, spend
more money at your establishment and even leave larger tips! Overall,
responsible beverage alcohol service makes your establishment a better place to
work and visit.
STUDENT NAME: ____________________ DATE: _________

Self- Check 2.4

1. What are the policy regarding intoxicated guests?

Answer:

2. Is alcohol a stimulant or depressant?

Answer:

3. When should you ask a customer for an ID when purchasing alcohol?

STUDENT NAME: ____________________ DATE: _________

Self- Check 2.4

4. What are the policy regarding intoxicated guests?

Answer:

5. Is alcohol a stimulant or depressant?

Answer:

6. When should you ask a customer for an ID when purchasing alcohol?

OPERATION SHEET
OPERATION TITLE DEALING WITH CUSTOMERS
AFFECTED WITH ALCOHOL
PURPOSE Handling intoxicated guests according
to standard procedures.

CONDITIONS FOR SITUATIONS FOR The simulation area or work place

OPERATION: should be ready and conducive for the
activity.
EQUIPMENT, TOOLS AND Bar Counter, Table, Chair, Stool
MATERIALS:

PROCEDURE:
1. First and foremost, notify the manager.
2. Do not serve an already intoxicated customer who enters the restaurant
Offer to call a taxi or offer to call a friend. Do not simply refuse service.
3. Discontinue drink service. The decision must be final.
4. Do not argue with the guest. Remain in control of yourself. Do not over react or
reliate to what a person says to you.
5. When dealing with a group, enlist support from other members who are more
moderate.
6. Do not use judgmental statements, such as “you are drunk’’ or “you are too
smashed”
7. Do not let the person drive. Offer a taxi or suggest that a friend or someone else
who is sober drives the person home.

PRECAUTIONS:
1. Intoxicated persons are dealt with courteously and promptly in accordance with
the establishment service policy and guidelines.
2. Intoxicated customers are refused service if alcohol beverage in a diplomatic
and suitable manner.

QUALITY CRITERIA:
1. Responsible service of alcohol is practiced in accordance with relevant
legislations and licensing requirements.
2. Where practicable, appropriate food and non- alcoholic beverages are offered to
intoxicated persons.