(1) A stable state of mind. When encountering unexpected events, you should maintain a stable state of mind and don't panic. Only when the mentality is stable can you be confident, and you can get the understanding and trust of the guests in expression and behavior. (2) Flexible thinking ability When encountering unexpected events, the mind should be sensitive. Quickly think of countermeasures to solve and deal with problems. If a guest is scalded by the waiter who delivers soup, the waiter should immediately think about whether to treat the guest immediately, whether to go to the manager, whether to compensate the guest's clothes, whether to replace the waiter, and so on, and choose the best one to use. (3) Independent ability to handle things When dealing with some emergencies, you should have a unique ability to handle things, so as to truly reflect the ability and quality of waiters. If a waiter meets a guest and asks for something, he will immediately go to the restaurant manager to feel wronged, but I'm afraid it still won't solve the problem. At this time, you should deal with the guests independently, calm their mentality, and then ask for help from others as the situation changes. (4) Strong contingency ability When dealing with emergencies, we should have a contingency ability that meets the changes of guests' needs, and adopt corresponding treatment methods according to the impact of the incident on the interests of guests or hotels, rather than rigidly applying rules. With the above basic conditions, we can take corresponding countermeasures such as remedy, coordination, mitigation, compensation, administrative means and legal means according to the nature and types of emergencies. Remedial measures are aimed at emergencies caused by the lack of hardware facilities and service behavior. These incidents will have a negative impact on the safety, psychology and needs of the guests, so timely remedial measures are needed to recover the impact. For example, when guests find foreign objects in dishes, they should immediately replace them or even reduce the meal fee. Coordination measures can be applied to emergencies caused by the imbalance of environment and service, such as long waiting time, collision with guests while serving food, sudden power failure in restaurants, etc. These incidents will affect the dining mood of the guests, and corresponding remedies and coordination measures should be adopted in time to calm their psychology, such as apologizing to the guests, speeding up the service pace and changing the service form. Mitigation measures are more practical when dealing with emergencies caused by guests themselves. If you treat guests who are rude because of drunkenness, you should try your best to use mitigation measures to comfort their emotions and not to expand the contradiction. Compensation measures are often applied to events that bring spiritual and material losses to guests because of product quality, which can reflect the hotel's apology and sincerity to guests. Administrative means and legal means are used to deal with those bad events that seriously affect the consumption of other guests. Security personnel can contact the public security department for assistance, so as to effectively safeguard the safety of the vast number of guests and maintain the normal catering service in the hotel. In the hotel catering service, the staff must pay attention to the marketing of service quality caused by the objective surrounding environment, guests' needs and service skills, correctly handle the customer service relationship, keep learning, accumulate and enrich the service experience of some common emergencies, and improve and develop the service procedures. Only in this way can we correctly and appropriately handle all kinds of events and achieve ideal service results when encountering emergencies.