California Responsible Beverage Service (RBS) Alcohol Practice Exam

How should staff respond to a complaint about a disorderly patron?

1. Ignore the complaint

2. Address the issue and escalate if necessary

3. Ask the patron to leave immediately

4. Apologize and offer a refund

The correct answer is: Address the issue and escalate if necessary

The appropriate response to a complaint about a disorderly patron is to address the issue and escalate if necessary. This approach demonstrates professionalism and a commitment to maintaining a safe and enjoyable environment for all guests. By promptly acknowledging the complaint, staff can assess the situation to determine the appropriate steps to take. This might involve communicating with the patron to understand their behavior and possibly advising them on the expectations of conduct in the establishment. If the patron continues to act disorderly, escalating the matter to a supervisor or manager may become necessary. This ensures that the issue is handled appropriately, maintaining the safety and comfort of other patrons and staff. Ignoring the complaint would allow disruptive behavior to continue, creating a negative experience for other guests. Similarly, asking a patron to leave immediately might not provide the appropriate opportunity for resolution or de-escalation, which can sometimes lead to heightened tensions. Offering an apology and a refund, while well-intentioned, does not address the root of the issue and could further enable the disorderly behavior without proper guidelines in place for managing such situations.