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