Offering a VIP experience within your venue is an increasingly popular way to make you stand out from the competition. With careful planning and consideration, you can really boost your reputation and your profits – VIP’s spend money and what owner doesn’t love a healthy profit.
In some circumstances though, the attraction of all that VIP generated profit can sometimes mean that rules are bent, and VIP’s get away with activities that would usually not be allowed from general patrons. After all, they are VIP’s. However, bending rules can have significant implications should an issue arise.
From my experience, there tends to be three main common liability issues that can occur and end up costing you a lot more than a VIP is worth:
Fights with neighbouring VIPs or other patrons
I’ve worked on two civil liability cases where a bottle was used as a weapon and over £100,000 was paid out by the venue to injured innocent bystanders after a VIP fight.
Overconsumption from self-serving VIPs
Servers working VIP tables don’t always see when a glass is empty and VIPs will pour their own drinks. There have been cases where beverage control officials issued administrative citations for allowing the overconsumption of alcohol to take place. In these cases, each bar paid out £5,000 in fines and £10,000 in Legal fees.
VIPs leaving and operating a vehicle under the influence
It’s not that difficult for the police to locate the venue that a patron last visited, everything from stamps to wristbands give it away, and the venue can be held liable, costing thousands of pounds.
So, what can you do to protect your venue, your staff and your patrons?
VIP employees must understand what the VIP experience actually is. This must include a simple VIP Code of Conduct that all VIP employees learn. VIPs should also understand that if rules are broken, the VIP or their guest(s) may be asked to leave without being given a refund.
It’s important to understand that bouncers are more than just security guards. They are a host, a concierge, a problem solver whilst also being a security guard. They help the server create the best VIP experience possible and in turn are helping create a safer club or bar environment. The security guard and server should work together to provide a safe and enjoyable experience for all parties.
Your security guards should understand the venue policies and have the ability to proactively solve problems without having to run to the manager.
The security guard has the overall protection of the bar or club foremost in their mind as they monitor the VIP group. They should know when to call for assistance, when to suggest a taxi and when to offer a non-alcoholic drink.
Finally, it is important to note that proper staffing is required to avoid potential liability issues. I recommend adding a security host for every VIP group (or at least one per every two). I understand that staffing costs will increase, but this increased cost can be a real moneymaker and a huge cost saver by avoiding liability issues and providing a better VIP experience.
If you’re looking for some advice on creating an unforgettable VIP experience, then get in touch. We specialise in all types of venues and from concept to completion, we can help every step of the way.