Final answer:
When a guest is refused service of alcohol and is upset, a calm and professional approach is required, explaining the refusal and offering alternatives. Escalation may require involving management or security following established protocols.
Step-by-step explanation:
When a guest is refused service of alcohol and becomes upset, it is important for the service provider to handle the situation delicately and professionally. First, the server should remain calm and empathetic, explaining clearly and respectfully the reasons for refusal, which might include concerns over legal responsibilities, customer safety, or establishment policies. It is also crucial to maintain a positive demeanor and offer alternatives such as non-alcoholic beverages or food. If the guest's behavior escalates, it may become necessary to involve management or security to ensure the safety of all patrons and staff. Training and protocols should always be followed to manage such situations effectively.