If you are in the hospitality industry, there are guaranteed to be times when you will have to deal with difficult and aggressive customers, especially when alcohol is a factor. Whatever the setting is, there’s a benefit to learning how to prevent and manage violence and aggression.
What is the BarSafe Program?
The standard practice when it comes to security within hospitality is to employ a security officer or a door supervisor to provide security for an event or the premises, but the fact is, once the security officer is called into action an event has normally occurred, which could be anything from a guest being verbally abusive to an all out assault, the BarSafe program is aimed at providing training to those that are serving their guests and customers, therefore helping to prevent an incident from occurring in the first place.
The BarSafe program is a 2hr 30 minute course that provides hospitality staff with non-physical and physical technique training that can help to de-escalate a potentially dangerous situation from occurring, therefore providing a safe environment for your guests and members of staff.
When conflicts arise, you will be able to effectively reduce the risk and enhance the safety of your guests. In the hospitality industry, there’s often a problem customer you need to deal with and it’s always going to be an emotionally charged situation.
The first step is to use verbal skills and body language to try to calm the person down, but if physical action has already been taken, there is little chance that you can turn the tide around. This is especially so if the problem customer is drunk or has taken drugs. In situations like this where things are likely to get out of control, physical confrontation is often the next step which could get dangerous if the member of staff hasn’t undertaken training.
A skirmish due to highly emotive situation in a hospitality setting is not only dangerous but it also opens up to a number of repercussions for the establishment. To prevent these things from happening, what you need is proper training in these particular situations. What you need is to learn non-physical and physical techniques and tools you can use to gain control of the situation that is both safe and legitimate.
The fact is that situations like this often end in violence and if you don’t do this right, you could be facing assault charges or manslaughter if it ended really badly. There could also be financial penalties. What you need is to be able to handle it safely and legitimately. On that note, we can help you through our BarSafe Program.
All establishments that have their staff trained on the BarSafe Program will receive a certificate that can be displayed in their bar or reception areas, having this certificate displayed will show to their guests and customers that they are committed to provide a safe and friendly environment. All certified premises will be listed on our website for verification.
Duty of Care
Many establishments have a no touch policy when it comes to dealing with difficult customers, and this approach is good up to a point, if a guest is being attacked and the member of staff that is present could either prevent the situation or stop the situation from escalating by using force, this approach should be taken, or you could be looking at a breach of the Duty of Care.
Pressure Point Defensive Tactics – For Security officers & Door Staff
In addition to our BarSafe Program we provide certified physical training programs for security officers and door staff, you can find out more about our Pressure Point Defensive Tactics courses HERE.
Don’t hesitate to ask any question about how this training can help you. Contact us now. We are always happy to hear from anyone.