Appendix 1 House Policy
Grandview Function Centre House Policy
Responsible Service of Alcohol (RSA)
Responsible Service of Alcohol Policy
Effective Date: Current | Review Date: Annually | Approved by: Venue Management
Grandview Function Centre is committed to providing exceptional service while maintaining the highest standards of responsible alcohol service. This policy applies to all staff across our venue’s service areas: function rooms, restaurant, accommodation suites, and outdoor event spaces.
Section 1. Accommodation Service Policies
1.1 Room Service Alcohol Policies
- Alcohol room service is available between 11am-10pm daily
- Valid photo ID must be presented to delivery staff regardless of apparent guest age
- Alcohol delivery is refused to rooms where the guest appears intoxicated
1.2 Accommodation Area Service Procedures
- Delivery staff must assess guest sobriety before completing alcohol delivery
- Food options information must be provided with every alcohol room service delivery
- Refused deliveries must be documented in the daily room service log with reason and time
Section 2. Noise Management and Community Relations
2.1 Sound Level Control
- Regular sound monitoring during all events with amplified music or entertainment
- Immediate response procedures for community noise complaints
- Sound equipment restrictions after 10pm for outdoor events
2.2 Patron Departure Management
- Controlled exit procedures for large events to minimise noise impact
- Clear signage directing patrons to designated transport waiting areas
- Active monitoring of patron behaviour in external areas until departure
Section 3. Function Service Procedures and Monitoring
3.1 Event Planning and Setup
- Function organisers must be briefed on venue RSA policies during event planning
- Service staff ratios must be maintained at a minimum of 1 staff member per 30 guests
- All events with over 50 people require a designated RSA supervisor
3.2 Service Limitations and Controls
- Maximum 4 standard drinks per person per service round during peak periods (first 2 hours)
- No self-service alcohol permitted - all drinks must be served by trained staff
- Alcohol service must cease 30 minutes before the scheduled event conclusion time
- Food and free drinking water must be available throughout the entire alcohol service period
- No service of alcohol to intoxicated patrons or minors
3.3 Patron Monitoring Requirements
- Active patron monitoring every 20 minutes during peak service periods by RSA supervisor
- All service staff must observe and assess patron behaviour before each drink service
- Alcohol must not be served to intoxicated patrons or minors. Ensure alcohol is not being supplied to a minor via a third party
- Intoxicated patrons must be asked to leave the premises and full assistance must be provided to ensure they have collected belongings and have a safe transport option home
3.4 Function-Specific Restrictions
- Wedding receptions: alcohol service limited to the first 5 hours of the event
- Corporate functions: alcohol service limited to the first 4 hours of the event, with focus on food service thereafter
- All functions: no shots, layered drinks, or rapid consumption beverages after 10pm
Section 4. Transport and Patron Assistance
4.1 Transport Information and Assistance
- Current public transport schedules and taxi contact information are displayed at all exit points
- A courtesy phone is available for patron transport arrangements
- Staff trained to provide assistance with transport coordination when requested
4.2 Designated Driver Support Program
- Complimentary non-alcoholic beverages provided to identified designated drivers
- Designated driver identification system using distinctive wristbands
- Promotional materials highlighting designated driver program benefits
Section 5. Staff Training and Competency Requirements
5.1 Mandatory RSA Certification
- All staff involved in serving, selling, or supplying alcohol must hold current NSW RSA competency cards
- RSA competency cards must be carried during all shifts and presented when requested by management or inspectors
- All staff must keep their RSA competency card current including completing the L&GNSW RSA Refresher every 5 years
5.2 Venue-Specific Training Requirements
- All new staff must complete venue induction covering this House Policy within 7 days of employment
- Annual refresher training sessions are mandatory for all staff involved in alcohol service
- All staff must read the company Liquor Plan of Management and customer facing House Policy
5.4 Management Support and Backup
- Duty managers must be available to assist staff with difficult RSA situations
- No staff member will be overruled when making responsible service decisions based on this policy
Section 6. Incident Management and Documentation
6.1 Incident Classification System
- Minor incidents: verbal disputes, minor intoxication concerns, refused service situations, ID verification issues
- Major incidents: physical altercations, severe intoxication requiring assistance, patron removal, police involvement
- Critical incidents: medical emergencies, serious injuries, property damage, formal complaints requiring investigation, drink spiking and sexual violence
6.2 Immediate Response Procedures
- Ensure the immediate safety of all patrons and staff as the first priority
- Contain the incident area to prevent escalation and protect other guests
- Contact emergency services immediately if medical attention or police assistance is required
- Notify the duty manager within 5 minutes of all major and critical incidents
6.3 Documentation Requirements for All Incidents
- All incidents must be recorded in the venue incident register within 1 hour of occurrence
- Incident reports must include: exact time and date, specific location, all persons involved, detailed description of events, and action taken by staff
- Photographic evidence is required for any property damage, injuries, or evidence preservation
6.4 Post-Incident Procedures
- Management review of all incidents within 24 hours of occurrence
- Staff debriefing session required for all critical incidents and complex major incidents
Policy Review and Contact Information
Policy Review: This policy is reviewed annually or following any significant incident. All staff must acknowledge their understanding of this policy in writing.
- Duty Manager: Available 24/7 during operations
- Local Police: [Contact details displayed at venue]
- Emergency Services: 000