Service Level-
● Why is the work described in the service level needed?
To help provide an enjoyable and safe camping experience for all guests and staff on the campground property.
● What is to be done?
Provide guidelines to managers and team members on how to properly identify and deescalate impaired guests.
Operation Standards
● How will the work described in the service level be done?
Signs of Impairment
1. Judgement
-Annoying others, inappropriate jokes, drinking faster, foul language, unacceptable behavior, driving while impaired
2. Inhibitions
-Loud, overfriendly, relaxed, mood swings, argumentative
3. Reactions
-Lose train of thought, glassy eyes, slurred speech, forgetful, unresponsive
4. Coordination
-Stumbling of falling, swaying, asleep, dropping things, fumbling
Assessing Guests
Level One – Drinking Responsibly
Guest is consuming alcohol responsibly
Level Two – Potential or Borderline Impairment
Guest is showing some signs of impairment, and you are concerned
Level Three – Definitely Impaired
Guest is not consuming alcohol responsibly, including underage drinking
Intervention Guidelines
1. Bring a buddy
Never attempt to intervene in a situation alone.
Have another team member present as a witness.
Announce your presence.
2. Avoid Escalation
Be sure to gauge what level of response is necessary to address the situation.
Attempt to bring the exchange down a level by talking privately with a guest.
Maintain a safe level of distance between yourself and the guest.
Always use a tone just below the one the guest it using.
3. Make clear statements
The guest needs to understand what your are saying and what you want them to do to resolve the situation.
Speak directly to the point to avoid any confusion.
4. Use first person “I”
Taking responsibility can help maintain control of the situation.
“You” statements can quickly make a guest defensive and angry.
5. Be non-judgmental and unthreatening
Choose language carefully to not offend a guest.
Never state to the guest they are “drunk” or “intoxicated.”
6. Provide reasons for your actions
When talking with an impaired guest, state facts and reasons for your actions.
State supporting company policy in the terms and conditions in your decisions.
7. Use indirect strategies
Monitoring the campground throughout the day will help identify potential problems early, before they reach a breaking point.
This is the responsibility off all staff and management.
Staff presence can help deter bad offenders.
Talk with guests throughout the day
Encourage guests to participate and enjoy campground activities and amenities.
Remind guests to stay hydrated.
8. If the de-escalation attempt goes poorly
If the guest begins to become aggressive or aggravated, keep your body language and tone calm.
State your expectations and failure of compliance clearly and directly and then leave the area.
Remove yourself from any situation if you feel there is a threat of violence.
Tip: If a guest is asking for reasons for your actions or wants to continue the conversation, happily invite them to the camp office the following day to discuss the situation further.
9. Follow Up
After a discussion has been made with an impaired guest remember to check to see how the situation has progressed.
If the guest senses you will not check-back, the situation will go unchanged.
If a second conversation is needed, reengage the guest and state your expectations and failure of compliance clearly and directly.
Call the local authorities
If a situation has escalated to a level beyond control.
If there is repeated guest disturbance after de-escalation attempts have been made.
Any level of hostility, violence or threat of violence.
Any act or threat of vandalism.
Document any situation with a guest for future reference.
When is the work described in the service level to be done and when is it not to be done?
When guests, management, staff have reported signs of impairment with another guest.
After public disturbances.
After complaints from guests or the public.
Who is to do it?
General Manager PLUS
One additional staff member