Imagine a sun-dappled vineyard hosting a bustling wine festival. Guests swirl fine vintages in their glasses, chat with vintners, and relish gourmet pairings. The atmosphere is elegant and celebratory – exactly what any wine festival producer hopes for. The last thing anyone wants is for that classy ambiance to be disrupted by an overly intoxicated guest or a public disturbance.
Keeping a wine festival safe and classy while alcohol flows freely is a challenge that seasoned festival organizers take very seriously. The key is implementing responsible alcohol service and clear ejection protocols. By training staff to intervene early at signs of trouble, documenting incidents meticulously, and using de-escalation techniques, festival producers can prevent small issues from becoming big problems. The result? Attendees have a great time, vendors and sponsors stay happy, and the festival’s reputation remains sparkling.
Why Responsible Service Matters at Wine Festivals
Wine festivals celebrate culture, craftsmanship, and community. Yet, any event involving alcohol carries inherent risks. Even at an upscale wine tasting, guests can overindulge – sometimes without realizing it, given the seemingly small “tasting pour” sizes. A patron who samples dozens of 50 ml pours may unwittingly consume the equivalent of several full glasses of wine. If not managed, this can lead to lost decorum, safety hazards, or even medical emergencies.
For festival producers, responsible alcohol service isn’t just about compliance with liquor laws – it’s about preserving the festival’s atmosphere and ensuring everyone’s well-being. A single intoxicated attendee’s outburst or injury can tarnish an event’s reputation and appear in unwanted social media videos. Worse, overserving guests can expose organizers to legal liability if accidents occur off-site (mcgowanallied.com). (Dram shop laws in many regions allow victims to hold an event accountable if an over-served patron causes harm after leaving.)
By prioritizing responsible service, wine festival organizers uphold a “safety-first” culture. They send a message to attendees, staff, and the community that enjoyment will never compromise safety or class. This proactive approach creates a positive feedback loop: guests feel secure and respected, which in turn encourages more civil behavior, maintaining the refined vibe that wine festivals are known for.
Training Staff as the First Line of Defense
Every festival staff member and vendor serving alcohol should be equipped to handle the responsibility. This starts long before the event day, with comprehensive training on responsible alcohol service. In many jurisdictions, such training is mandatory – for instance, servers in Australia must obtain a Responsible Service of Alcohol (RSA) certification, and many U.S. states require TIPS (Training for Intervention Procedures) or similar credentials for event bartenders. Even where not required by law, top festival organizers make these trainings standard. One UK festival safety guide recommends that organisers provide dedicated responsible alcohol service courses to all staff and volunteers prior to the event (www.iow.gov.uk). These courses typically cover:
– Alcohol’s effects on the body and how different people may react.
– Legal obligations and local liquor laws (e.g. not serving minors or noticeably intoxicated persons).
– How to recognize early signs of intoxication (slurred speech, impaired coordination, unusually aggressive or drowsy behavior, etc.).
– Techniques for refusing service tactfully and safely.
– Knowing when and how to call for help – such as notifying a supervisor or security – if a situation looks like it could get out of hand.
– Identifying individuals who are vulnerable (for example, someone who is drunk and alone) so staff can ensure they’re looked after properly.
Training should be practical. Role-playing scenarios during pre-festival staff workshops can be very effective. Staff might practice how to politely decline a sale (“I’m sorry, I can’t serve you another drink right now, but I’d be happy to get you some water or help you find some food”) or how to check ID confidently. In the UK, many events adopt the “Challenge 25” policy, instructing staff to verify age for anyone who looks under 25 to prevent underage drinking.
It’s equally important to brief the team on the festival’s specific alcohol management policies. If your wine festival uses a token system or tasting coupon method to limit consumption (a strategy employed by some events to control portions), make sure every staff member understands how it works and why. For example, at the Pick n Pay Wine & Food Festival in South Africa, guests use a prepaid token system for tastings, and pours are strictly limited to a marked line on the glass (www.pnpwineandfoodfestival.co.za). Such measures only work if staff and vendors enforce them uniformly. When everyone from the volunteer pouring wine to the head of security is on the same page, it creates a united front that greatly reduces the chance of alcohol-fueled issues.
Intervening Early: Spotting and Acting on Problems Sooner
One of the golden rules of festival safety is addressing issues before they escalate. Staff and security should be trained to keep eyes on the crowd and spot trouble while it’s still a spark, not a fire. This could mean noticing a guest who is unsteady on their feet or seeing a group getting rowdy as the afternoon wears on. Early intervention can be as simple as a friendly check-in: “Hi folks, how are we doing? Don’t forget there’s free water at the tent over there – it’s a hot day!” Often, a subtle reminder or offering assistance (like guiding someone to a seating area or suggesting a snack) can prevent a potential incident.
Empower your team to trust their instincts. If a wine pourer or floor staff member feels a patron is approaching their limit, they should feel confident to stop serving that person further alcohol and inform a supervisor. It’s much easier to cut someone off before they’re slurring and shouting than to deal with the aftermath later. Clear communication protocols help here – for instance, having a radio code or hand signal to quietly alert security if a guest seems to be a mounting concern.
Many successful festivals take a proactive stance. They station roving “welfare” or safety team members whose sole job is to circulate, engage with attendees, and address minor issues before they become major ones. These staff (often wearing a special badge or shirt) might hand out water, notice if someone looks disoriented or separated from friends, and offer help. Such approaches pay off. Even at the world’s largest beer festival, Oktoberfest in Germany, organizers credit heightened staff vigilance and early intervention with reducing incidents involving intoxicated underage guests (www.oktoberfest.de). If it works for millions of beer drinkers in Munich, it will work for a refined crowd of oenophiles at a wine festival too.
The tone for intervention matters. Staff should approach guests in a respectful, non-confrontational manner. The goal is to assist and redirect, not scold. A gentle, “Hey, why not take a break and enjoy some of the food offerings for a bit?” can be more effective than a stern warning. The earlier and more politely staff intervene, the more likely the guest will respond cooperatively, saving everyone from headaches (sometimes literally!).
Documenting and Reporting Incidents
No matter how well you prepare, some incidents will occur. When they do, documentation is vital. Festival producers should implement a clear process for staff to report and record any alcohol-related incidents – whether it’s a minor situation (like someone being cut off at a booth) or a major one (like an injury or an ejection from the grounds). Having a written record of what happened, when, where, and how staff responded is invaluable for both immediate follow-up and long-term improvement.
Many regions formalize this. In New South Wales, Australia, for example, organisers of designated “high-risk” festivals are required by law to maintain an incident register detailing all incidents that occur during the event (and shortly after) (legislation.nsw.gov.au). Even if your festival isn’t legally mandated to do so, it’s wise to follow suit. Include fields in the report for:
– Time and location of the incident.
– Parties involved (staff names and badge numbers, attendee description or ID if possible).
– Description of what happened (guest appeared disoriented, refused to stop drinking, became belligerent, etc.).
– Actions taken by staff (e.g. “Bartender Jane Doe refused further service and alerted security at 3:45 PM. Security officer John Smith arrived and escorted the guest to the first aid tent for evaluation.”).
– Outcome and follow-up (guest left in a taxi with a friend at 4:15 PM; incident reported to festival control center; etc.).
Teach your team to report incidents promptly – ideally as they happen, via radio to a central command post, and then in writing after the situation is under control. Emphasize that this is not about getting anyone in trouble; it’s about accuracy and safety. When incidents are documented, medical staff can be alerted to check on someone who was removed for intoxication, or management can decide if further action (like involving local police or banning an attendee from future events) is needed.
Good documentation protects your festival. If an attendee later claims they were unfairly kicked out, you have the facts on paper. If authorities or sponsors question how you handled an issue, you can demonstrate that proper procedures were followed. And importantly, by reviewing incident reports after the festival, you can learn lessons. Perhaps you’ll find that a particular wine vendor had multiple guests who overindulged, indicating their staff might need additional training next year. Or you might notice many incidents happened in one area, suggesting better lighting or more security patrols are needed there. In short, if it’s not written down, the opportunity to improve could be lost. So cultivate a culture of “If you see it, report it” among your team.
Calming the Storm: De-escalation Techniques
Even with responsible service and early intervention, there may come moments when a guest becomes agitated or combative – possibly upset about being refused another drink, or due to some unrelated frustration amplified by alcohol. How staff handle these moments is critical. The difference between a minor hiccup and a headline-grabbing incident often lies in de-escalation.
Festival teams should be well-versed in conflict management basics. The mantra is: keep it calm, keep it professional. If a guest is yelling or acting aggressively, staff should resist the instinct to shout back or argue. Instead, train them in tactics to defuse tension:
– Stay calm and respectful: Maintain a low, steady tone of voice. Calm is contagious, and a respectful approach can sometimes disarm an angry person.
– Keep safe distance: Don’t invade the person’s personal space, but don’t completely disengage unless necessary. A non-threatening posture (open hands, no crossed arms) shows you’re not looking for a fight.
– Listen and empathize: Often an agitated guest wants to be heard. Let them express their grievances (as long as they’re not threatening anyone). Nod and use simple phrases like “I understand this is frustrating.” This doesn’t mean you agree with their behavior, just that you acknowledge their feelings.
– Offer choices or solutions: People feel more in control if given an option. For example, “How about we step over here away from the crowd and talk?” or “I can’t let you have more wine, but I can get you some water and we can find a place for you to sit down.” Offering an alternative can redirect the energy.
– Bring a colleague for backup: If possible, have another staff member or security personnel present at a slight distance, ready to assist. Sometimes just the presence of additional staff can either encourage the person to tone it down or ensure the first staff member’s safety if things worsen.
– Know when to hand off: If the situation is escalating despite best efforts, staff should discreetly signal for security supervisors or even police on-site to step in. There is no benefit to a front-line staff member staying in a dangerously escalating confrontation. The safety of all involved comes first.
The goal in de-escalation is to resolve without physical force whenever possible. Proper training emphasizes that staff are not there to “win” an argument or prove a point; they are there to protect the guest and the event. Many festival security teams even take specialized de-escalation courses through companies that train door supervisors and event staff in these techniques. It’s an investment well worth making.
If done right, de-escalation can turn a situation around: an angry guest might calm down and even thank the staff later for helping them out. At the very least, it can buy enough time for reinforcement to arrive or for the person’s friends to intervene and take them home. Industry experts stress having formal plans for these scenarios – one security consultancy recommends developing clear protocols for discreet removals and training staff in verbal de-escalation so that potential conflicts are defused without force (www.agsprotect.com). By instilling these skills, festival organizers ensure that even if tempers flare, they are well-equipped to calm the storm quickly and professionally.
Safe and Discreet Ejection: When a Guest Must Go
Despite all preventive measures, there will be times when a guest’s behavior crosses the line and removal from the festival becomes necessary. How this is handled can mean the difference between a brief disruption and a viral fiasco. Nobody wants a repeat of the scene at a Scottish wine event in 2024 where security physically dragged a drunken attendee out of the venue in front of amused onlookers (www.newsflare.com). While that guest’s departure gave the crowd a laugh, it certainly didn’t project the classy image the organizers wanted. The goal is to remove troublesome individuals as safely, quickly, and quietly as possible, with minimum impact on other attendees’ experience.
A solid ejection protocol should be in place and rehearsed in advance. Key elements include:
1. Clear criteria – Staff should know exactly what behaviors warrant ejection. This might include aggressive harassment of others, starting or joining a fight, ignoring repeated warnings, dangerous drunken behavior (like climbing structures or driving a vehicle on-site), or sneaking into restricted areas while intoxicated. It should be clearly communicated (and ideally stated in the attendee Code of Conduct) that such actions can lead to immediate removal without refund.
2. Team approach – Never have a single staff member ejecting someone solo. Ideally, a pair (or more) of security personnel handles the removal. One staff member can do the talking while the others stand by for support. This provides safety in numbers and a witness to the interaction. It also tends to make the guest more compliant when they see multiple official-looking personnel calmly flanking them.
3. Choose the moment and location – If possible, approach the individual in a way that draws the least attention. Rather than confronting them at the center of a busy tasting area, staff might wait until they move toward the periphery or gently guide them toward a quieter spot under the pretense of addressing their concern. Once out of direct public eye, the staff can firmly inform the person that they need to leave the event.
4. Use calm but firm communication – The tone should remain polite but non-negotiable. For example: “I’m sorry, but for everyone’s safety we have to ask you to leave the event now. We can escort you out and help arrange transport home.” It’s helpful to mention safety – it frames the action as protective rather than punitive.
5. Avoid undue force – Unless the person becomes physically aggressive, staff should focus on guiding or escorting rather than manhandling. It’s ideal if the guest leaves walking on their own two feet with staff beside them. In scenarios where someone refuses to cooperate or cannot stand, security may have to carry or restrain them, but this is last resort and should be done by trained professionals. The whole time, others on the team can subtly create a buffer zone to prevent onlookers from crowding around.
6. Post-ejection support – Removing someone doesn’t entirely end your duty of care. Particularly at a wine festival, you don’t want an intoxicated person wandering off into an unsafe situation (for instance, stumbling into traffic or attempting to drive). After ejection, have a plan: if the person came with friends, release them to a sober friend’s care. If they are alone, consider holding them in a secure welfare area until they can be handed over to a taxi or rideshare, or even involve on-site medical personnel if they’re extremely intoxicated. Some festivals partner with services that can provide a “safe ride” home for ejected or inebriated guests.
7. Document and communicate – As soon as feasible, the staff involved should report the ejection to the event control center and log the incident (tying back to the documentation protocol above). Additionally, make sure gate staff or re-entry points are alerted so the individual cannot re-enter with a wristband or hand-stamp. If the person’s behavior was especially egregious, organizers might also ban them from future events – something that can be noted in the incident report.
By handling ejections in a professional manner, festival organizers maintain control of the narrative. Other attendees will barely notice that someone was removed, or if they do notice, they’ll see it was done calmly and for good reason. This protects the majority’s enjoyment and upholds the event’s reputation. Attendees often appreciate seeing that organizers won’t tolerate behavior that could ruin the day for others. In fact, a well-executed ejection can reinforce the festival’s image as a safe, well-managed environment, which is exactly what you want for a wine festival that hopes to attract guests year after year.
Preserving the Classy Vibe and Building Trust
All the strategies above ultimately serve a single purpose: to maintain the graceful, enjoyable atmosphere that defines a great wine festival. When festival producers handle alcohol responsibly and respond to issues with professionalism, it shows. Attendees can feel the difference – they relax and enjoy themselves more, knowing the event is well-managed. Sponsors, vendors, and local authorities also take note of a festival that consistently runs a tight ship regarding safety.
A classy vibe isn’t just about what you do, but how you do it. By intervening early with a smile and a helping hand, by defusing conflicts with empathy, and by removing problem guests with discretion, you demonstrate respect for your audience. Word gets around: attendees will tell friends, “That festival is fantastic – great wines, and they really care about everyone’s safety.” Such reputation is gold for an event’s longevity.
There’s also a community aspect. Wine festivals often involve local wineries, food artisans, and sometimes whole towns. Showing that you prioritise responsible service helps assure the community and authorities that your festival is a positive, safe event. Some festivals even go the extra mile in community engagement – for example, partnering with local police on “don’t drink and drive” campaigns, or offering free shuttle buses to and from the venue so guests don’t risk driving under the influence. Providing visible amenities like free water stations, clearly marked first aid tents, and signage promoting responsible drinking (e.g. “Enjoy, Don’t Overdo – We Want You Home Safe”) reinforces your festival’s commitment to safety.
Finally, don’t forget to recognise and thank your staff. Front-line festival staff and volunteers are the true unsung heroes of event safety. Acknowledge those bartenders who diligently checked IDs all day, or the security team that patiently handled a difficult guest. When the team feels valued, they’ll take even more pride in upholding the event’s standards.
Maintaining a safe and classy environment is an ongoing effort that requires vigilance, compassion, and consistency. But it pays off enormously. It ensures that your wine festival remains not only a celebration of great vintages, food, and culture, but also a showcase of excellent organisation and care. That’s the kind of festival that people return to year after year, and that communities embrace with open arms.
Key Takeaways
- Thorough staff training is essential: Ensure every team member pouring or overseeing alcohol is educated in responsible service, local laws, and handling intoxicated guests.
- Enforce clear serving rules: Implement policies like ID checks (e.g. Challenge 25), portion controls (small tasting pours), cut-off times, and possibly token systems to manage consumption.
- Intervene early: Encourage staff to address potential problems at the first sign – it’s easier to redirect behavior before it escalates. Offer water, food, or a friendly chat to guests who may be overindulging.
- Use de-escalation techniques: Train your team to stay calm and respectful with difficult guests. Avoid aggression, listen to concerns, and attempt to diffuse situations verbally without resorting to force.
- Have a safe ejection plan: When removal is necessary, do it with a team, as discreetly as possible, and with minimal force. Prioritize the safety of the ejected guest and others, and arrange safe transport or care for them afterward.
- Document incidents: Maintain an incident log for any notable occurrences (refusals of service, medical assists, fights, ejections). Accurate records protect you legally and help improve future festivals.
- Promote a safety-first culture: Show attendees you care by providing free water, promoting safe transport, and clearly communicating a zero-tolerance policy for dangerous behavior. A well-managed, secure environment keeps the festival’s atmosphere classy and fun for everyone.
- Support your staff: Acknowledge and thank the team for enforcing rules and handling tough situations. A motivated, well-prepared staff is your best asset in running a safe, successful wine festival.
27th September 2025