The Responsible Service of Alcohol (RSA) has been part of Australian law for nearly 200 years, with New South Wales first introducing the Publicans Licensing Acts Consolidation Act all the way back in 1830.
Despite their age, Australia’s RSA guidelines remain hugely significant, both for patrons and those that serve them. Not only can the irresponsible service of alcohol cause physical harm to patrons, but it can also result in severe financial penalties being imposed on those who serve them.
Throughout Australia, it is a legal requirement for anyone serving alcohol in a commercial setting to obtain RSA certification. Although the precise application of these regulations differ slightly across the various states and territories, the fundamental requirement remains the same – compliance is critical.
Training has a pivotal role to play in successful certification and the RSA course offered by the Australian Institute of Food Safety (AIFS), is an invaluable tool for anyone in the hospitality industry. In this blog, we’ll discuss the practicalities of RSA training and how it can be combined with customer service skills to provide a top-notch experience for patrons while also ensuring compliance with RSA regulations.
Before we dive into the intricacies of this balancing act, let's first establish the importance of the RSA course and why it's a fundamental aspect of the hospitality industry. This course equips individuals with the knowledge and skills necessary to responsibly serve alcohol and ensure the safety and well-being of customers.
The RSA course is designed to cover various aspects, including:
Responsible service of alcohol isn't just about following the law; it's about ensuring the safety and well-being of your customers. When alcohol is consumed responsibly, customers can enjoy themselves without putting themselves or others at risk. It's a win-win situation for both you and your patrons.
With the foundational understanding of the RSA course in mind, let's explore how to balance customer experience and responsible service effectively.
A memorable customer experience is the cornerstone of any successful hospitality establishment. Customers return not only for the food and drinks but also for the ambiance, the service, and the overall experience. When handled correctly, alcohol can enhance this experience. Here's how:
While providing an exceptional customer experience is crucial, it should never come at the cost of responsible alcohol service. Here's how to maintain that balance:
RSA training, such as that offered by the Australian Institute of Food Safety, is instrumental in achieving the right balance. It empowers alcohol servers with the knowledge and confidence to provide excellent customer service while adhering to responsible alcohol service guidelines. Key elements of RSA training include:
The value of RSA training extends beyond legal compliance. It creates a safer and more enjoyable environment for your patrons, encouraging repeat custom.
Imagine an upscale wine bar in the heart of the city. They offer a vast selection of wines, each meticulously chosen to complement their gourmet small plates. The atmosphere is cosy and intimate, perfect for a romantic date or a night out with friends. Their staff is well-trained in RSA, ensuring responsible alcohol service without sacrificing the customer experience.
How they strike the balance:
Knowledgeable Staff: The wine bar's staff are well-versed in the wine list, offering expert recommendations and pairings.
Checking IDs: At the door and throughout the evening, IDs are checked to ensure everyone is of legal drinking age.
Moderation: Customers are encouraged to savour their wine, with staff paying close attention to signs of overindulgence.
Transportation Options: Information on nearby transportation options is readily available to encourage responsible drinking.
Training: Staff have undergone RSA training, providing them with the skills to excel in both customer service and responsible alcohol service.
In contrast, consider a lively sports bar where patrons gather to watch games on big screens, enjoy bar snacks, and cheer on their favourite team. Despite the high-energy atmosphere, the establishment places a strong emphasis on responsible alcohol service.
How they strike the balance:
Designated Drivers: The sports bar promotes designated drivers and offers incentives, such as discounts on non-alcoholic drinks.
Quick Check-ins: Bartenders and waitstaff make frequent, discreet check-ins to ensure customers are not overindulging.
Engaging Environment: The bar maintains an exciting atmosphere without excessive drinking.
Knowledgeable Staff: Employees have undergone RSA training and assessment, enabling them to handle challenging situations with finesse.
These case studies illustrate that it is possible to balance responsible alcohol service with exceptional customer experiences in different types of establishments. The key is a combination of training, awareness, and a commitment to responsible service.
Achieving a balance between customer experience and responsible service isn't a one-size-fits-all endeavour. It requires a tailored approach that suits your establishment's unique character and customer base. Here are some tips and strategies to help you maintain this balance effectively:
Remember, achieving a balance between customer experience and responsible service is an ongoing process. Your vigilance and commitment are paramount to making this balance a success.
The biggest benefit of RSA training is legal compliance – states and territories throughout Australia mandate it, with establishments running the risk of losing their liquor license if staff don’t hold valid RSA certification.
Aside from these legal requirements, responsible alcohol service can be good for business on many different levels. Consider these benefits:
In the fast-paced world of hospitality, finding the equilibrium between customer experience and responsible alcohol service is an ongoing challenge. However, it's a challenge that's well worth embracing. RSA courses, such as the one offered by the Australian Institute of Food Safety, plays a vital role in ensuring that you not only comply with the law but also foster a safe and enjoyable atmosphere for all patrons.
In the end, it's not a matter of choosing between responsible service and customer experience; it's about combining them to create an establishment that is both successful and responsible. By investing in training and development and adopting the strategies mentioned above, you can strike a perfect balance that will benefit both you and your customers.
Ready to enhance customer safety and satisfaction? Get started today – sign up for the AIFS RSA course and set off on your path to RSA certification.
Want to learn more before enrolling? Contact us and discover all the benefits of professional RSA training.