One of the key points of modern hotel management is catering management, and the highlight of catering management is restaurant floor management. The following is the management knowledge of catering floor that I compiled for you, hoping to help you!

knowledge of catering floor management 1

1. what should I do if there are quality problems with the dishes?

a: first of all, we should know what the quality problem is, and ask the guests clearly: is the temperature not enough? Bad taste? Uncooked? Deterioration? Wait a minute. Then sincerely apologize to the guests, and strive to remove the dishes from the dining table at the first time, and immediately inform the local district minister of the situation. After the minister knows it, he must arrange personnel to attach the questions to the food delivery department as soon as possible, and the food delivery department minister will immediately complain to the person in charge of the cooking stall in detail about the cause of the problem and inform the chef to solve it together. At the same time, the food delivery department minister should inform the floor minister of the time needed to deal with the problem or solve the problem. Upon learning, the floor minister should personally apologize to the guests at the table of the problem guest and inform them of the results (before arranging the waiter to take care of the guests, pouring tea frequently and changing the ashtray frequently, etc.), and actively inform the supervisor to ask for a fruit bowl to be given to the guests at the table. The supervisor immediately orders the bar to make the fruit bowl for use, and asks the minister when the fruit bowl can be served. When the minister informs the guests to serve the fruit bowl, the supervisor should personally give the fruit bowl to the guests and apologize again. And sincerely ask customers for other opinions and suggestions on this restaurant, actively exchange business cards, and seek customers' understanding (at this time, waiters should do a good job of cooperating with the supervisor in handling customer complaints, such as praising the guests' children or talking with ladies to distract other guests' attention, etc.) If it is a serious quality problem, it is necessary to immediately inform the manager or relevant personnel who is responsible for handling customer complaints to handle it, and also do a good job of cooperation. (key points: the handling must be done quickly, so as not to delay the time. People at all levels must smile, cooperate with each other, and make a clear record of the name of the dish, the number of the complaint desk and the handling situation, so as to make an internal handling opinion with the chef after the meal.)

2. What if the guest doesn't pay for the broken items?

a: when a guest breaks something, first clean up the broken residue immediately to avoid scratching the guest, and ask if the guest is injured, and comfort the guest appropriately. At an appropriate time after the meal, the local district minister will come forward to communicate with the guest who bought the bill (whispering or asking him to leave his seat to find another place), and politely state the amount of compensation for the guest and the hotel's requirements. Never ask for compensation in front of everyone or unilaterally show the damage compensation items on the checkout list without clearly indicating the amount of compensation in advance. If all the above work is done according to the requirements, the guest still won't pay compensation, and don't make noise to the guest loudly or show his dissatisfaction with the guest on his expression. He should immediately notify the manager or relevant personnel responsible for handling the guest complaint to coordinate the matter, and solve it reasonably according to the importance of the guest (the department should prepare a compensation form for damaged goods and products in the dining area and show it to the guest for reference when necessary.

3. What should I do if the guest refuses to pay the wine service fee?

A: This problem is really tricky. The usual ways to deal with and prevent it are: first, set up a notice board in the lobby to express the guests' refusal to bring their own drinks, and publicly indicate the hotel's relevant regulations. When the usher finds that the guests bring their own drinks, he should immediately inform the local district minister that the guests have brought their own drinks into the store after leading the customers to their seats. The waiter should prompt the guests who bring their own drinks to the store at the first time. Politely ask the guests to cooperate (whisper softly or ask them to leave their seats and find another place to talk). If the guests insist on using it, they can clearly indicate the standard for charging the wine service fee to the guests before opening the bottle (the floor printable fee standard is stored in all districts and presented to the guests when necessary). When answering the questions raised by the guests about why the wine service fee should be charged, they should give a unified answer:? Our store has invested a lot of money to build a dining environment with beautiful environment and first-class facilities to provide customers with the pleasure of enjoying delicious food. The hotel has a large number of staff and huge expenses. As a business unit, while ensuring the quality of customers' dishes and services, it also aims at creating reasonable profits. The profit of dishes is not enough to maintain the normal and continuous operation of the hotel, and the reasonable profit of wine sales can basically maintain the normal operation of the hotel and continue to provide you with quality services. Therefore, the hotel stipulates that guests who bring their own drinks should be charged a reasonable service fee. Please support and understand. Please forgive the inconvenience. I will definitely make up for your regret with quality service. Thank you! ? ; In addition, the service staff should also understand that in order to leave more independent space for repeat customers, the hotel stipulates that if the per capita consumption exceeds 111 yuan, the service fee for drinks can be waived for the guests themselves, and the guests are no longer reminded of the charge; The old customers of the marketing manager need to bring their own drinks when dining. If the marketing manager is not in the store, he must inform the floor manager in advance and tell the reasons in detail. The floor manager can exempt the drinks service fee and notify the waiter in time. In addition to the above situations, if the guest still refuses to pay the wine service fee, he should immediately notify the manager in charge of customer complaints to handle the matter, and the wine service fee can be appropriately reduced or exempted according to the situation at that time without causing deadlock.

4. what should I do if I complain that the food is cold when I serve hot food?

a: when hot dishes are served, the dishes get cold. Generally, there are several situations: the route of dish delivery is too long; When busy, the backlog of dishes in the food delivery department is too long; When the guest complains about the technical problems when the chef cooks, it is necessary to distinguish which dishes can be heated and reworked (such as soup, steamed vegetables, stewed dishes, etc.) and which dishes can not be heated and reworked (such as roast duck, stir-fried vegetables, fried vegetables, etc.). For the dishes that can be heated and reworked, the waiter should immediately tell the guest that this dish can be heated and reworked without affecting the quality of the dishes, and it can be done soon. After sincerely apologizing, it will be sent to the food delivery department and handed over to the kitchen for rework. The Minister of Food Delivery Department should attach great importance to this kind of food, and urge the kitchen to rework it immediately and then send it back to the table quickly to ensure that the customer will not wait for a long time to cause more complaints. After returning the food to the kitchen for rework, the waiter should take extra care of the guests at this table, reduce the customer's grievances through meticulous service, and pave the way for a smooth solution to the complaint. Usually, the guests will not say anything, and the waiter should immediately tell the minister what happened. The minister should immediately arrange to make an apology fruit plate, and the guests will be served to the table immediately and apologize again. For the dishes that can't be heated and reworked, the waiter should take the initiative to return the dishes for the guests and replace them with other dishes with the same price, and ask the minister to track the serving time and cleanliness of the changed dishes all the time to ensure that the changed dishes can be served on the table in time with good quality and quantity to avoid further complaints. The minister should also immediately record the name, price and station number of the returned dishes and hand them over to the floor manager for clarification and handling: the long route of dish delivery is due to the speed of the dish delivery staff. The overstock of dishes is caused by the fact that Minister Yu Chuancai didn't know enough about the characteristics of dishes and didn't arrange to take the dishes immediately. Cooking technology is the responsibility of the kitchen, and the corresponding punishment will be given according to the specific regulations on returning dishes. If you encounter complaints about high-grade dishes, you should immediately ask the minister to inform the manager or supervisor in charge of customer complaints, ask for high-level assistance, and do a good job in service to cope with the complaints.

5. what if the guest doesn't pay for the disposable chopsticks?

a: this kind of complaint is mainly caused by the waiter or the ordering staff failing to convey the charging information to the guests. as we know, the general banquet guests will not raise doubts about the charging of wet wipes and chopsticks, and often some guests with low consumption will complain, so it is necessary to judge whether they are problem guests through the habitual actions of the guests when ordering. If the guests always pay attention to low-priced dishes, or fail to order dishes after turning over the menu, If you don't pay attention to clothes, you must be a guest with a low income who frequents small restaurants. It is not a habit to charge for chopsticks. At this time, you should take the initiative to point out to the guests that the wet wipes on the table are charged, because for the sake of hygiene, these chopsticks are all disposable, and they are absolutely clean and hygienic. Ask the guests if they care. If the guests mind, they can take the initiative to change the wooden chopsticks that are disinfected without charge to ensure that the guests can eat in time. If once the waiter fails to explain in place, when the guest refuses to pay the fee after the meal, the person handling the complaint should explain the reason for the fee in detail in the attitude of respecting the guest. If the guest still disagrees, at least the cost of chopsticks should be charged.

6. how to deal with the guests who deliberately pick things up?

a: guests who deliberately pick things up usually have some purpose: either they want to get a discount; Either you want to eat the overlord meal; What's more, if you want to get money, the waiter should first pay attention to the details of the service, especially in words and attitudes, don't let him seize any excuse to pick things up, don't panic and be afraid, and tell the manager the situation through the minister in time, keep an eye on it, and if necessary, inform the security department in advance to take emergency measures to prevent the guests from making trouble. When dealing with such guests, the manager should immediately lead the guests to the office or a quiet corner. Don't let him affect other guests, and give him small benefits appropriately. If he can't find a reason to have an attack, such as dishes and small gifts, if the guest insists on importuning, he can inform the security department to control the situation and put psychological pressure on him in order to suppress him. If necessary, he can call the police and ask the public security organs for help. Knowledge of dining floor management II

7. What should I do if I meet a drunken guest who asks for a leader unreasonably?

a: drunken people have no logic in language and behavior, so don't pay too much attention to what he says. At this time, the waiter should inform the minister to ask someone to help arrange the guests, and pour hot tea for them to drink. The Ministry will arrange for another waiter to stare at the station. The waiter at this station can follow the guests and go to the leader to avoid it. The minister should pay close attention to the guests' actions. When it is confirmed that the guests have diverted their attention, he will ask the waiter to go in and apologize to the guests. Sir, I'm sorry to have kept you waiting. The leader is out for the time being. He specially ordered me to send a beautiful fruit bowl to apologize to all of you. Please leave your contact number at your convenience. When our leader comes back, he will definitely call you to handle your request personally? .

8. what should I do if I disturb the service program due to the guest's reasons?

a: customers are god and our parents. In front of customers, we should never think that we are wronged because of the customer's fault. Instead, we should put ourselves in the customer's position and think more considerate of the customer. If the above dissatisfaction occurs, the waiters should apologize and try to do a good job in follow-up service, and strive to make up the customer's dissatisfaction with service and save the situation. Don't indulge in the idea that the customer is wrong and serve the customer with a smile. If you really can't control your emotions, you can ask the minister to change other waiters to serve him.

9. What should I do if there is no turntable for a table for six people and it is inconvenient to pick up food?

a: when it is inconvenient for guests to pick up dishes because there is no turntable on the counter, it is time to show service consciousness. The waiter can use the spoon to divide dishes and soup for the guests, especially children.

11. What should I do if the food is worse than before and the repeat customers are disappointed?

a: the waiter should fully ask the guests about the specific problems of the dishes, write them down, apologize to the guests first, then tell the guests to convey their opinions to the chef, and ask the guests to leave their contact information, so that we can convey the causes of the problems and corrective measures to him in time, and ensure that the next time the guests come to dinner, they can enjoy the dishes with the right taste. Give the detailed feedback from the guests to the manager so as to communicate with the chef in time and strive to solve the problem of food quality and quantity.

11. What if the guest is unreasonable?

a: yes? Reason? Give it to the guest, give him a bright smile, say a few humorous words, and don't forget to compliment him, thinking that he is God and has come to pay your salary, your mind will calm down, you won't care so much, and the guest will feel it, won't he? Reason? Will it be unforgiving?

12. what should I do when the guest comes to spend with emotion?

A: Waiters should learn to observe the face and color. When they see a unsmiling guest, they should know that he or she is upset. For such a guest, they should first consider it from the guest's point of view, avoid forced sales, and follow up the dishes and drinks ordered quickly. The service should be moderate and in place. Don't interrupt the conversation at will, but accurately find the conversation break to serve them. Pay attention to the guest's requirements at any time and meet them in time. You can also tell the minister about the guest and try to send him a fruit bowl or a small gift to make him feel the care of the restaurant. He will be deeply impressed here. Knowledge of dining floor management III

13. What should I do if I accidentally spill soup on my guests and stain my clothes?

A: First of all, don't panic. Wipe the guest's body with a clean towel immediately, and sincerely apologize. Because our store has a professional service of laundry factory, we can ask the guest to take off his clothes and wash them for him, and guarantee that they will be washed clean without affecting the quality of clothes. At this time, the district minister should immediately go to the guest table to serve other guests to show his sincerity in apologizing, and help the waiters to make amends to the guests together, and leave the phone number of the guests so that they can be sent to the guests after washing, which makes people feel that someone is responsible and easy to accept. If the guest doesn't want to take off his clothes, he can wash it by himself, and then take the receipt of washing fee to the store for reimbursement (the washing fee shall be borne by the waiter); Most of the time, the guests will ask for direct payment on the spot, but according to the color and texture of the guests' clothes, the maximum payment for washing is 111 yuan, which will be paid in advance by the hotel and then deducted from the waiter's salary. If the guest asks for a discount on the dishes, in principle, the highest discount will be 11% after paying the washing fee, and the unreasonable request of the guest will not be agreed, which will not cause any lawsuit, because you have paid and apologized, which has met the requirements of the law. As for the guest who makes unreasonable demands, he doesn't meet the target customer group of our store, so he can't be easily promised.

14. What if a guest finds something foreign in the dish and asks to return it?

Answer: Dishes with foreign objects should be classified. If there are glass slag, flies, cockroaches, flying insects, and vegetable worms, you should immediately take the initiative to return the dishes for the guests, and give them a 11% discount, because the above items may cause the health and epidemic prevention station to ask about this matter, and the resulting fine is at least 1,111 yuan (the cost loss and preferential loss caused by the returned dishes will be borne by the relevant departments), and the side effects on the hotel will be If you have hair, plastic bags, dirt, steel balls, scouring pads, etc., you should report to the owner.