National Hospitality Institute Ronalee Polad slides - Michigan ...

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National Hospitality Institute Ronalee Polad slides - Michigan ...

TAKING AN ACTIVE ROLE TO

EDUCATE LIQUOR LICENSEES


HISTORY

Michigan Licensed Beverage Association ®

(MLBA ® ) has 2500 members statewide

• Founded in 1930s

• Members own all sizes and types of

establishments in the liquor business

• Three companies have evolved from the original:

A for-profit mutual insurance company, the notfor-profit

membership association and the nonprofit

National Hospitality Institute ® which

administers the educational programs


EDUCATION


NATIONAL HOSPITALITY

INSTITUTE ®

• Expanded educational programs to cover

variety of stakeholders

• Hired a law enforcement officer and a

retired enforcement supervisor from

Michigan Liquor Control Commission as

consultants

• Motto: Do it right the first time


TECHNIQUES OF ALCOHOL

MANAGEMENT ®

• In 1983 the Association created the

Techniques of Alcohol

Management ® (TAM ® ) program for

Michigan

• The program has expanded

nationwide

• This is a 3 hour server training

program that emphasizes the goals

of TAM ®


GOALS OF TAM ®

• Instill professionalism and ethical conduct

in staff

• Identify and respond to false identification

and underage purchasing

• Identify and respond to intoxicated

customers

• Methods to maintain safety & control of the

establishment

• Understanding of federal, state and local

laws relating to beverage alcohol sales


TAM ® PHILOSOPHY

• Classroom training is critical

– Interaction

– Interpersonal Skills

– Benefit from other’s experiences

• On-line and self-taught computer

classes

– Don’t provide skills for inexperienced

servers

– May be effective for renewal or refresher

course


TAM ® INSTRUCTORS

• Must have law enforcement or

hospitality industry experience

• All trained by a TAM ® Master Trainer

• Are evaluated on a regular basis

• Are updated on law changes and

learning techniques regularly


TAM ® STUDENTS

• Employees and owners of liquor

licensed establishments

• Must take and pass a test to become

certified

• Certification is good for three years


TAM ® CURRICULUM


TAM ® Pre-Test

• Alcohol is a depressant. True or False?

• In Michigan, it is illegal to consume

alcohol while working in a bar. True or

False?

• An average mixed drink contains nearly

twice as much alcohol as a 12 oz beer.

True or False?


LAWS & ETHICS

• All people who sell alcohol need to be

aware of the laws concerning alcohol

– Federal

– State

– Local

• Server’s responsibility

– Not to sell alcohol to underage or

intoxicated persons (Dram Shop Liability)

– Public safety


CLINICAL EFFECTS OF

ALCOHOL

• Servers should know how & why

alcohol affects people

– Absorption, distribution, BAC

• Recognize signs in customers

– Lowered inhibitions

– Take action before person is intoxicated

• Better consumers

– Servers know how alcohol affects to them

– Can recognize the signs in themselves


TAM ® TECHNIQUES

• Tools for the server and seller

– How to recognizing signs of intoxication

– Ways of refusing service

• Underage purchasers

• Intoxicated patrons

– Keeping a daily log

• Servers that are trained develop skills

that are used consistently


PREVENTING UNDERAGE

PURCHASE & CONSUMPTION

• Making a diligent inquiry

– ID checking techniques

– Recognizing false identification

– Types of false identification

• Informed servers are able to make good

decisions


CONFLICT RESOLUTION

• Trained people can handle most

situations

• Risks to the customers and the

business are minimized

• People feel safe in an environment with

no disturbances

• Successful businesses make

successful communities


OTHER TRAINING AVAILABLE


MICHIGAN LIQUOR LICENSEE

TRAINING SEMINAR

• Developed in 1999 as the New

Licensee Program

• Updated in 2004-2005 with broader

appeal to all licensees

• It is a voluntary 8-hour program

offered several times a year


MICHIGAN LIQUOR

LICENSEE TRAINING

SEMINAR

CURRICULUM


LAWS & PROCEDURES

Michigan Liquor Control Commission

– Rules & Regulations

– Permit Requirements

– Violations and the hearing process

Michigan Department of Health

– Rules & regulations

– Procedures


OPERATION OF THE BUSINESS

• Developing internal operating

procedures

– All employees should be TAM ® trained

– Create policies for identification,

disturbances, intoxicated patrons

– Log book

– Conduct spot checks on employees

• Employment law issues

• Music licensing

• Risk management


COMMUNITY RELATIONSHIPS

• Get to know your local police officers

• Find out what law enforcement expects

• Get involved as an establishment with

the local community

• Publicize your efforts


MICHIGAN LIQUOR LAW

ENFORCEMENT TRAINING

SEMINAR


TRAINING PROGRAM FOR

POLICE OFFICERS

• Developed in 2005 and MCOLES-

Certified

• 8-hour class designed to educate

enforcement officers

• Fee is $150 which is eligible for grant

funds

• Valuable Resources


CURRICULUM

• License Types and the Licensing

Process

• Liquor Law and Administrative Rules

• Violations & Decoy Operations

• Hearings, Objections to Renewal &

Revocations

• Working with Licensees

• Working with MLCC

– Using MLCC website


SUCCESSFUL BAR

MANAGEMENT

• Managing Bartenders & Wait staff

– Key skills to teach bar personnel

• Bartender Theft

– Course describes exactly how bartenders

steal

– Learn what to do about it

• Beverage Control

– Keeping up with the inventory

– Tips on how to organize inventory


CONTACTS

National Hospitality Institute

800-292-2896

517-374-9611

Sign up for or schedule a class

Become a TAM ® instructor

Tracy Lee Hulin ext 108

Ronalee Polad ext 105

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