The Role of Servers in Refusing Service to Customers: A Case Study

When it comes to the decision to refuse service to customers, the role of servers varies among different restaurants. Some establishments empower their servers to make such decisions, while others opt for a more hierarchical approach. This article will explore the significance of server discretion in making such judgments and delve into the real-life experiences of hospitality professionals.

Server Discretion and Legal Considerations

The restaurant I previously worked for had a clear policy that all decisions regarding refusal of service were made by management. This was primarily to avoid legal complications. Allowing servers the freedom to make such decisions could lead to a flood of lawsuits and potentially shut down the business.

Corporate Policy and Management Oversight

Corporate policies often dictate that only management has the authority to refuse service. This approach is designed to safeguard the interests of the establishment and mitigate risks. By centralizing such decisions, restaurants can maintain consistent standards and prevent potential disputes that could arise from inconsistent application of policies.

Server Discretion: Examples from Real-Life Experience

Not all servers have the same level of authority. Some restaurants do allow servers to make decisions on refusing service, while others follow a more strict policy. In my experience, the decision was made by the management, but in certain cases, servers were empowered to take action.

Server-Initiated Refusal of Service

Over the years, we have encountered a few instances where our servers chose to refuse service due to customer behavior. These situations often involved intoxicated patrons or those with unruly conduct.

Intoxicated Behavior: One common reason for refusal was customers being too intoxicated to function properly. Servers would often intervene if a customer was overly boisterous or disruptive to other patrons. In these cases, management would typically back up the server's decision. Unruly Animals: Another instance involved a customer bringing her "service animal" into the restaurant. The animal was allowed to roam freely and caused disturbances. The server politely asked the customer to remove the animal or prevent it from disrupting others. The customer refused and even threatened to sue until the server insisted on seeing the certification for the service animal, which the customer could not provide. Undressed Customer: In a most eye-catching incident, a customer came into the restaurant soaked from the rain and wore nothing but a tablecloth as she left the bathroom. This situation was a result of poor judgment on the customer's part. The server intervened to ensure the restaurant's policy of appropriate attire was upheld.

Bartender's Authority

In some establishments, the bartender has the right to refuse service to any customer who is only drinking at the bar area. This approach allows for quick interventions and prevents situations from escalating. If the server believes a customer has had enough, the bartender can step in to ensure the well-being of the entire establishment while addressing the customer's needs.

Conclusion

The role of servers in refusing service is a complex issue that involves striking a balance between customer service and business protection. While some restaurants prefer a structured approach with management oversight, others allow servers to make such decisions.

Ultimately, the key lies in clear communication and consistent enforcement of policies. Whether decisions are made by management or servers, it is crucial to maintain a safe and harmonious environment for all patrons.