Reference no: EM133053074

Scenario: A customer approaches you at the bar and asks for a jug of spirits and mixers. The customer arrived about an hour ago and was joined by two others shortly afterwards. Each member of the group has purchased at least one round of drinks for the group in the last hour. They are becoming very boisterous, talking loudly and appear uncoordinated in their movements and handling of money. Under liquor licensing laws and responsible service of alcohol standards, you must refuse to serve the customer: you are not allowed to sell mixed spirits by the jug and you believe they are intoxicated.

Organisational procedures suggest the following.

Offer non-alcoholic alternatives.

Offer food from the establishment's menu.

Explain to the customer why you cannot serve them.

Offer to resume service of alcoholic beverages after a period of time, usually one hour.

Organisational policy requires the following.

Customers who are verbally or physically abusive or threatening to customers or employees must leave the premises immediately.
The hotel has managers and security staff on duty at all times.

Out of this scenario we need to answer the following questions

Q1. What is the level conflict? Detail the conflict

Q2. What conflict resolution and communication technique you use? Explain

Q3. What legislation protects the customer or employee? Explain the key features that involve into your scenario.

Q4. What is the agreed solution? Explain