1. Welcome (good afternoon, good evening, hello sir, hello miss). Welcome to

2. Welcome guests into the guest room (please sit down, please drink tea, and be careful to burn it. )

3. put on a hot towel (please use a hot towel, be careful to burn it. )

4. Ask about drinks when ordering (May I order now, sir and madam? What kind of drinks and drinks would you like to drink today? Do you drink white wine or red wine? Hello, let me repeat the menu for you. Do you think it's correct? May I serve you now? )

5. Serve drinks and dishes (Hello, this is the drink you ordered. May I open it for you now? I'm sorry that the XX dish you ordered is sold out. Shall I change another dish for you? Your dishes have been served. Is there anything else you need? Please call me at any time if you need anything. My name is XXX. I wish you all a happy meal.

6. Small service between meals (your food has been rushed for you, please wait a moment. Hello (Mr. Miss). Excuse me, can I change your bone dish (ashtray)? Hello (sir or madam). Excuse me, can I get you some drinks? Do you still need XX on the counter? Can I help you clean up if you need it?

7. Check out and see the guests off (Do you have a VIP card? Would you like to pay by credit card or cash? Please wait a moment. Are you satisfied with our dishes and services? Please give more valuable advice.

here is your bill. please have a look (after discount). it is XX yuan. thank you. Please take your belongings with you. Thank you for coming. Please take care. Welcome to visit next time. )

When the guests enter the restaurant:

1. Good morning, sir (miss). How many people are eating?

2. This way, please. Please follow me.

3. Please sit down. I'll pour you a cup of tea.

4. Just a moment, please. I'll arrange it for you right away.

5. Excuse me, are there any seats here?

6. Excuse me, may I use this chair?

When serving guests in the dining room:

1. Hello, your dishes are all here. Please enjoy your meal.

2. Hello, can I get you some drinks or drinks?

3. Hello, I'm sorry. I'll ask you right away and tell you.

4. Excuse me, Miss, is this your thing?

5. Hello, shall I change a small dish for you?

6. Hello, may I remove this plate?

7. Hello, may I clear the table?

1. When a person comes for dinner without reservation, but the room is full?

a: I'm very sorry (sir/madam), but our room is full. If you like, we can arrange for you to have dinner in the hall. Is that all right with you?

2. The box is full. Do the guests want to sit in the lobby?

a: I'm very sorry (sir/madam), but you really don't want to sit in the lobby. Could you wait in the lounge for a while and we'll arrange it for you right away?

3. what if the guests can't arrange for dinner, but they don't want to wait?

a: I'm very sorry that (Mr./Ms.) made you come for nothing. Here is our reservation card. If you come next time, you can make a reservation in advance. Welcome to visit next time.

4. what should I do if a guest who has taken the order comes to the hotel for dinner again?

a: I'm sorry (sir \ miss). Maybe you left in a hurry last time and forgot to settle the bill. This is a mistake in our work. Shall I settle this account with the last one?

5. what should the guest do if he drinks the water from the washing cup?

a: guests should be reminded before serving. if they have already drunk, the waiter should try not to make any noise to avoid embarrassing the guests.

6. What if the guest doubts whether the bill is correct and refuses to pay the bill?

a: before paying the bill, the waiter should carefully check the bill and sign it for confirmation. When paying the bill, he should patiently check with the guests and explain the price to them clearly. I'm sorry (sir/miss), but you don't know anything about our bill. Please point it out for us and I'll check it for you.

7. what should I do if there is an error in the bill?

a: I'm really sorry (Mr./Ms. xx) that we made a mistake in our work and caused you trouble. Thank you for pointing it out to us in time. We have corrected it. I hope your mistake has not changed your impression of our hotel.

8. What should I do if the guest leaves the table after eating and returns to say that something is missing?

a: when guests get up and leave, they should loudly remind them to take their belongings with them, and no department is allowed to enter the box. When a guest returns, the desk attendant should help the guest find it in time and cannot shirk it. If you really don't find anything left behind by the guest, you should ask the guest (Mr./Ms. xx). Don't worry, please think carefully whether the guest who dined with you took it away for you or left it somewhere in the car. If the matter is serious, you should inform the minister in time, and you must not leave the guests hanging. Take the initiative to help the guests solve problems, worry about what the guests are anxious and think about what the guests think.

9. The TV has been turned on, but the guest has his back to the TV. Why not turn on the TV?

a: in order to avoid the embarrassment of the guests, the waiter should answer sorry (sir/madam) that you didn't hear the TV. I'll turn it up. You can't directly tell the guests that the TV is turned on. After the adjustment, ask the guest if the volume is appropriate.

11. What should I do if the guest complains that there is sand or hair in the dish?

a: first of all, apologize to the guests. if the situation is true, the waiter should immediately remove the dishes from the table. Please ask the superior leader to handle it. When receiving such complaints, managers should sincerely apologize to the guests, ask them to understand and immediately change or return the dishes. The result is to make the guests accept and satisfy.

11. What should I do if the guest's meal is almost over and a certain dish is delayed?

Answer: The staff on duty in a meal should master the order of dishes, explain clearly to the guests according to the cooking time, urge the dishes in time if the time is too long, and inform the boss. If the guests request to return the dishes, the management personnel should judge according to whether the kitchen has produced them (if necessary, they should not offend the guests and give them a return)

12. What should I do when the guests report that the dishes are salty or weak?

a: first, we need to know what kind of cuisine we belong to. some dishes have a strong taste, so we should explain it to our guests as appropriate (especially when ordering food). But it must be accepted by the guests and follow the principle that "the customer is always right". (From the business point of view, it is better to change dishes than to return them)

13. What should I do if the guest asks the waiter to propose a toast?

a: the waiter should answer skillfully: I'm sorry (Mr./Ms. xx) the hotel has a rule that you can't drink alcohol during working hours, but I appreciate your kindness. Please forgive me, so that guests feel that it's not a matter of lack of face but responsibility.

14. What should I do if the guest complains that the fish is undercooked and has bloodshot eyes and asks to return the food?

a: after serving, you usually help the guests to bone the fish and then pour the soup. If the waiter finds that there is bloodshot blood in the uncooked food, he should immediately call back to the kitchen and pour oil again (it is also very difficult to remove bones in the uncooked food). If this happens, you should apologize to the guests in time and ask them if they will take it to the kitchen to refuel. Excuse me, sir/madam, I'll take it to the kitchen for you to refuel, and the limit of fish will not be affected. Is that ok with you?

15. What should I do if the guest damages the restaurant items?

a: first of all, go forward in time to care about the guests and ask them if they hurt themselves. If you have been injured, it is recommended to find a doctor in time. Immediately clean the broken tableware and replace it with new tableware, and pay attention to using language to comfort the guests, so as to avoid affecting the dining mood of the guests. "Sir, miss, I have changed the tableware, please continue to eat", and then pay the bill to the bar so that it can be charged to the bill. (Regular customers or VIPs can notify the front office manager to give a waiver.) If the guests are unwilling to pay compensation, they can ask the floor manager for instructions.

16. What if the guest doesn't bring enough cash when paying the bill?

a: you can pay some cash and swipe some cards. If you don't have a card, please ask the guest to inform other friends to send it. You can't mortgage the guest's belongings or ID card. If you can't solve it, ask your boss.

17. What should a guest do if he orders something that has not been cooked in our restaurant?

a: first, I explained to the guests that I had to wait for a while, and asked if there were any raw materials in the kitchen. I didn't apologize to the guests. If there are raw materials, please explain clearly to the guests that our shop will try to make them according to the requirements of the guests, but the taste may not be exactly the same as that in other places, but we strive to do our best.

18. what should I do if I find an invalid card when swiping the card?

a: in this case, you should not directly tell the guest that there is something wrong with the card, but take care of the guest's face diplomatically. Mr./Ms. XX, can you change your card? Or pay cash directly), if the guest asks the reason, please come to the bar and tell the guest the reason outside the door.

19. What should I do if I find that it is fake money?

a: if you find something unusual in the bill, please ask the guest to help you change it. if the guest insists on not changing it, write down the number on the coin in person and go to the bar. (When the bar finds that it is fake money, you should also let the guests out of the box to explain again, so as to save the guest's face.)

21. What should I do when the salesperson booked the wrong room and caused two guests to arrive at the same time?

a: first, arrange the guests to sit down, then go to the business desk to ask questions, and arrange to go to other boxes or tables and apologize.

21. what should I do if I find that it is the food that the guest didn't order after serving?

a: first, apologize to the guests. after explaining to the guests, ask if you want this dish. If necessary, go to the bar to make up the order. If you don't eat and don't need it, ask the ordering department to hurry back. (In short, it can't be imposed on the guests because of their own fault)

22. What should the guests do if they complain that the fruit quality is not good?

a: check the fruit before serving it. (If there is a problem or a fruit with a color problem, you can't serve it.) If the situation is true, apologize to the guests: "I'm sorry, I'll change it for you right away" and ask the boss to serve a new one.

23. What should I do if a non-dining guest asks you to deliver a package to the guest who has made a reservation and hasn't come yet?

a: you should tell the guests politely: "I'm sorry, it's difficult for us to know the time of booking guests for dinner. Please leave your work unit, name or contact number. We will ask the guest to contact you as soon as he arrives. "

24. What should I do if the guest who is dining asks the waiter to help me buy medicine?

a: first of all, I asked the guests about their illness out of concern, and tactfully suggested that they had better buy it themselves. "I'm sorry, I don't know the address of the nearby pharmacy. Besides, we also have regulations at work that it is not good to leave our posts. (in case we buy the wrong variety or fake drugs, we can't afford it)

25. What should we do if the guests report that the drinks are fake?

a: tell the guests that our drinks are purchased directly by the supplier, and there will be no fake. Our hospitality principle is customer first, and we won't joke about the reputation of the hotel. If the guests need it, they can inform the supplier to check the wine. Thank you for your comments on the hotel, Mr. XX. Drinks and beverages in our hotel are directly purchased by manufacturers and distributors, and there have never been any fakes. However, we are still willing to listen to your opinions to maintain the reputation of the hotel. We will take them for inspection tomorrow and inform you as soon as possible.

26. What if the customer doesn't accept your promotional items?

a: we should promote sales for customers on the premise of their preferences. Guests can't be unhappy if they don't accept it. Listen carefully to the guests' opinions and analyze their psychology, so as to satisfy them. (You can't impose your wishes on the guests, such as selling drinks and dishes)

27. What should I do if a variety of guests say that they are uncomfortable with food poisoning?

a: first, help the guests sit on the sofa, keep the dishes well before asking the boss, and if it is serious, send them to the hospital.

28. How to deal with drunken guests?

a: first, help the guest to have a rest, then make a cup of strong tea, and hand over hot towels or old vinegar. Pay attention to the guest's mood and give him care. Don't stimulate him in his words, and don't affect other people's meals. If there is a companion, remind him. If the guest is unable to control his words and actions, inform the berthing department.