The basic requirements for the analysis of catering service cases are:

First, the cases are selected from common, unexpected and difficult cases in the hotel service process, which are representative;

Second, the analysis of cases and the handling of difficult problems have been proved to be effective and practical by hotel practice;

thirdly, the process of analyzing and handling case problems well embodies the unity of principle and flexibility, which is skillful.

Case study of reservation

Case study:

Miss Liu is the reservation clerk of Cantonese restaurant in a four-star hotel in Beijing. On Monday, she received a phone reservation from a travel agency, requesting to arrange dinner for 121 American guests. The meal fee per person is 41 yuan and the drinks are 5 yuan. Five of them are vegetarians. The time is set at 6 o'clock on Friday evening, and the payment method is signed by the tour guide (some hotels have contracts with some travel agencies, and they can collect the catering statement of the travel agency and settle the bill regularly). Miss Liu recorded the name of the reservation, contact number, number of guests, code of tour group, name of tour guide and special requirements of guests in the reservation book.

the tour group didn't arrive at 6 pm on Friday. Miss Liu had contacted the travel agency for confirmation before, but there was no sign of changing the reservation. Therefore, Miss Liu has declined other reservations. At 6: 31, the regiment was still missing. As it happens, the attendance rate of the restaurant was very high that day. Looking at the table with cold dishes on the table, everyone was in a hurry. The restaurant manager made a hasty decision, on the one hand, to let Miss Liu continue to contact the travel agency, on the other hand, to allow individual customers who have come to the door without reservation to use some of the tables reserved by the group. And contact other restaurants to prepare for the use of other tables in case the tour group comes. After contact, the duty officer of the travel agency said that the reservation had not changed, probably because the team could not arrive at the hotel on time due to traffic jam. At 7: 31, the tour group rushed to the hotel. The tour guide told the restaurant that 31 people could not come for dinner because of other reasons. There are also 91 people dining, three of whom are vegetarians. The manager hurriedly asked the waiter to arrange and replied to the tour guide. According to the regulations, the overtime booking and meal preparation costs of these 31 people were deducted, and the proportion was 51% of the meal fee.

Due to the late arrival of the group, some reserved tables were not moved, and the rate of individual customers in the restaurant was faster. In addition, there were 31 fewer people in the tour group, so 91 American guests were arranged immediately after their arrival. Looking at these hungry tourists, everyone finally breathed a sigh of relief.

question: please analyze the matters that should be paid attention to when the restaurant accepts the group reservation from this case.