Initial training for staff at a licensed premises in England and Wales is essential for ensuring compliance with the law, maintaining a safe environment, and delivering high-quality service. This training should cover legal responsibilities, customer service, and health and safety practices. Licensing Professionals have detailed the key areas that should be addressed in initial training for all staff on a licensed premises:
1. Licensing Law and Responsibilities
The Licensing Act 2003: Staff should understand the basics of the Licensing Act 2003, which governs the sale of alcohol and provision of regulated entertainment. This includes:
Licensing Objectives: Prevention of crime and disorder, public safety, prevention of public nuisance, and protection of children from harm.
Premises License Conditions: Each licensed premises has specific conditions attached to its license. Staff need to know what activities are allowed (e.g., sale of alcohol, entertainment) and what the operating hours are.
Authorized Sales: Staff should know who is allowed to sell alcohol on the premises. Typically, alcohol sales must be authorized by a Designated Premises Supervisor (DPS), and all alcohol sales must comply with the law.
2. Age Verification and Preventing Underage Sales
Challenge 21/Challenge 25: Staff should be trained to implement and enforce an age verification policy, such as Challenge 21 or Challenge 25. This means checking the ID of anyone who looks under 21 or 25 to prevent underage sales.
Acceptable Forms of ID: Staff should know which forms of identification are acceptable for proving age, such as:
Passport
UK driving license
PASS-approved proof-of-age card
Consequences of Selling to Minors: Highlight the legal consequences of selling alcohol to individuals under 18, including fines, criminal prosecution, and potential loss of the premises license.
3. Refusing Service
Recognizing Intoxication: Staff must be able to recognize signs of intoxication and understand when it is appropriate to refuse service. The Licensing Act 2003 makes it illegal to serve alcohol to a person who is already drunk.
How to Refuse Service: Training should cover how to politely but firmly refuse service to someone who is intoxicated or underage. Role-playing difficult customer scenarios can be helpful in building confidence.
Conflict De-escalation: Provide training on handling aggressive or disruptive behavior, including techniques to de-escalate potential conflicts.
4. Health and Safety Training
General Health and Safety Awareness: Staff should be familiar with general health and safety laws that apply to the premises, including:
Fire safety procedures (e.g., location of fire exits, use of fire extinguishers).
Emergency evacuation plans.
Safe use of equipment (e.g., kitchen equipment, cleaning supplies).
First Aid: At least one staff member should be trained in basic first aid, but all staff should be aware of the first aid procedures and where the first aid kit is located.
Manual Handling: If staff are required to lift heavy objects (e.g., crates of alcohol, barrels), they should be trained in manual handling techniques to prevent injuries.
5. Food Hygiene and Safety (if applicable)
Food Safety Regulations: If the premises serves food, staff must be trained in food hygiene to comply with Food Standards Agency (FSA) regulations. This includes:
Proper food handling, storage, and preparation.
Preventing cross-contamination and managing allergens.
Hand hygiene and cleanliness.
Allergen Awareness: Staff should know how to handle inquiries about food allergens and be aware of what allergens are present in the food served.
6. Customer Service Skills
Greeting and Serving Customers: Training should cover how to greet customers professionally, take orders, serve food and drinks, and handle payments.
Handling Complaints: Staff should be equipped with strategies for dealing with customer complaints, ensuring that any issues are resolved professionally and courteously.
Product Knowledge: Provide basic training on the products sold, including types of alcohol (beer, wine, spirits), cocktails, and food menu items, so staff can make recommendations.
7. Fire Safety Procedures
Fire Risk Awareness: Staff should be aware of the fire risks on the premises and know the location of fire exits, alarms, and fire extinguishers.
Evacuation Plan: Staff must know the evacuation plan and their specific role during an emergency (e.g., helping customers exit safely).
Fire Drills: Conduct regular fire drills to ensure staff are familiar with procedures and can act quickly in an emergency.
8. Handling Money and Payments
Cash Handling Procedures: Teach staff how to correctly handle and count cash, issue receipts, and close the till at the end of a shift.
Card Payments: Provide training on using card machines and processing payments, including dealing with issues like declined cards or split payments.
Fraud Prevention: Staff should be aware of how to spot counterfeit currency and handle suspicious payment methods.
9. Responsible Gambling (if applicable)
Gambling Regulations: If the premises has gaming machines (e.g., fruit machines), staff should understand the rules around responsible gambling, including age restrictions (18+).
How to Identify Problem Gambling: Provide staff with information on the signs of problem gambling and how to handle concerns.
Additional Considerations:
On-the-Job Training: Offer shadowing or buddy systems for new staff to learn from experienced team members.
Ongoing Training: Training should not be a one-time event. Offer regular refresher courses and updates to keep staff informed of any changes to laws or policies.
Training for staff working on a licensed premises- Summary
Training for staff working on a licensed premises should cover licensing laws, age verification, responsible alcohol service, health and safety, customer service, and food hygiene (if applicable). Ensuring that staff are well-trained in these areas is crucial for the smooth, legal, and safe operation of the premises. Regular refreshers and ongoing support should also be provided to maintain high standards.
Licensing Professionals have a fully bespoke package of training courses, designed exclusively for the Licensed trade. Contact us today for more information about our package deals.
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