1. What should I do if the guest accidentally slips?

a: immediately come forward to help, and offer my cordial condolences: sir/madam, did you fall? I'll help you to have a rest. (When the matter is serious, I'd like to offer my cordial condolences: Are you all right, sir/madam? Shall I help you to sit beside for a while? Do you need to go to the hospital for examination? I'll call a car for you right away.

2. What if the guest is drunk?

a: sir/madam, shall I help you to sit beside for a while? After being helped to the side or the guest still sitting in the original position, care and sympathy: shall I help you with a cup of freshly squeezed juice? Ask the guest's friend, do you think you need me to help your friend with a cup of freshly squeezed juice or a cup of strong tea?

3. Guests ask for gifts.

a: ok, I'll ask our leader. please wait a moment.

4. The guests ask you to sit down and have dinner with them.

a: thank you for your kindness, which is not allowed by company regulations. thank you!

5. what if the guest asks you to propose a toast?

a: sorry, sir/madam, we are not allowed to drink alcohol during office hours.

6. what should I do when a guest proposes a toast to you?

a: thank you for your affirmation of my work. I'm sorry, but drinking is not allowed during office hours.

7. When the guest refuses to fill in the opinion form.

a: sir/madam, in order to provide you with better service, I hope you can give us your valuable advice, or do you want me to write it?

8. what should I do if I serve the wrong dish? (the wrong dish will be fully compensated, and the dish should be served)

A: The dish has been moved: Sir/Miss, I served the wrong dish. Can I take it off now? Or if you think the taste is ok, shall I add it for you?

the dish hasn't been touched: I'm sorry, sir/madam, but due to my work mistake, I served the wrong dish. Would you like me to remove it? (If the guest wants to keep the food, "OK, thanks! Then I'll add it for you.

9. What should I do if the guest is uncomfortable and asks you to go out to buy medicine?

a: I'm sorry, sir/madam. We can't leave our jobs during working hours. Would your friends please help you?

11. Complain that the weight of seafood is not right.

a: sir/madam, this dish weighs XX Jin. Would you please wait a moment and I'll check it for you?

if there is no mistake: hello, sir/madam, I have checked the weight of this dish, and it is indeed XXX. If we are short of two pounds, we are smashing our own brand. Don't worry, we won't do this.

It's really wrong: I'm sorry, sir/madam. Please allow me to explain to you. We will never do this on purpose because we are short of two pounds, but the chef who just cooked this dish was careless today, so this problem has arisen. Please forgive me. Do you think I can help you correct the weight?

11, "ouch, miss, why is the power off?" (First of all, employees should keep calm)

A: Don't worry, sir/madam. I'll light the candle for you first, and then comfort the guests. "Please wait a moment. Our engineering department is checking it and it will be all right soon.

12, miss, we are in a hurry, and the dishes at the back are returned.

a: sir/madam, I'll have a look at it right away. if it's not processed, I'll return it for you. please wait a moment.

13. "Miss, this room is too small. I want to change it.".

a if it is unclear, a: "sir/madam, I'll check to see if there is a bigger room. Please wait a moment."

B if not, "I'm sorry, there is no bigger room. Do you think it's possible to squeeze in? I'll introduce our supervisor to you later, so you won't have this problem when you contact him before you come next time."

14. Miss, can you make out more invoices?

a: I'm sorry, sir/madam, but there are regulations in our store that we are not allowed to issue more invoices.

15. Miss, do you have any cold medicine here?

a: I'm sorry, sir/madam, but there is no cold medicine here, but coke and shredded ginger can cure a cold. Shall I ask the kitchen to make you a cup?

Miss, your food is very delicious.

a: thank you for your appreciation. your satisfaction is our aim. I hope you and your relatives and friends will visit us often.

17. What should I do if the soup is spilled on the guests?

a caused by the waiter: sir/madam, I'm very sorry. I'll get a towel to wipe it for you right away.

B because the guest was careless: sir/madam, does it matter? I'll get a towel to wipe it for you right away.

then notify the appearance manager to see if there is any laundry or going to the hospital.

18. What should I do if I accidentally break the tableware?

a caused by the waiter: I'm sorry to have startled you.

B caused by the guest: Sir/Miss, are you hurt? I'll clean it up right away. It's okay.

then clean up the site, and then follow the service closely, pay attention to safety, and find the opportunity to say, sir, according to the company's regulations, you have to claim for compensation when you break the tableware.

19. When paying the bill, there is no money in the card.

A: (Taking the guest aside and whispering) Sir/Miss, the balance in your card is insufficient. Do you think you can change it or pay in cash?

21. The guest went out without paying the bill.

A: (Taking the guest aside and whispering) Sir/Miss, I'm sorry that we didn't type your bill in time. Here is your bill. Please have a look.

21. What should I do if my guest's order has been estimated or is out of season?

a: a politely answer the explanation.

B introduce others.

handling 111 cases of guest complaints

1. How to deal with sudden power failure accidents.

In case of sudden power failure during the meal, the waiter should keep calm.

First of all, try to stabilize the mood of the guests, and please don't panic.

then turn on the emergency light immediately, or light the spare wax for the guests.

persuade the guests not to leave their seats and continue eating.

get in touch with relevant departments immediately, find out the reason of power failure, and even handle it well.

if it can't be solved at the moment, we should continue to provide services to the guests who dine in the restaurant, apologize to the guests and temporarily refuse to receive new guests.

In normal times, candles should be available in the dining room, and they should be placed in a fixed position for easy access. If there is an emergency light, you should regularly check whether the plug, switch and light bulb are normal.

2. How to deal with the incident of guests damaging tableware.

For most dining guests, the damage to tableware or utensils in the restaurant is caused by carelessness, and the following measures should be taken to deal with this situation:

The service personnel should clean up the tableware first.

Be sympathetic to the guests' mistakes, and don't blame or criticize the guests for embarrassing them.

depending on the situation, whether compensation is required according to the relevant regulations of the restaurant. If it is a general consumable item, you can tell the guest that no compensation is required. If it is a high-grade tableware, you need to pay compensation.

3. How to deal with the unexpected incident of soup spilled on guests.

Spilling soup, vegetable juice and wine on guests is often caused by careless operation or violation of operating rules by waiters. The following methods should be adopted when dealing with such incidents:

The waiter informs the supervisor, so that the supervisor can sincerely apologize to the guests.

Wipe the clothes for the guests with a wet towel in time, and pay attention to obtaining the consent of the guests first. If the guests are women, they should be wiped by the waitress, and the movements should be appropriate.

according to the guest's attitude and the degree of soiled clothes, take the initiative to propose free washing for the guests, and return the clothes to the guests in time after washing and apologize again.

if the guest's clothes are slightly soiled and basically clean after wiping, the waiter should provide some food or drinks for the guest free of charge with the consent of the supervisor to show the compensation to the guest.

if the clothes are spilled with soup due to the carelessness of the guests, the service personnel must arrive at the scene quickly, take the initiative to wipe the guests and comfort them at the same time.

if the soup is spilled on the dining table or tablecloth of the guest, the service personnel should clean it up quickly, put napkins on the tablecloth, and invite the guest to continue eating.

make a detailed record in the work diary afterwards.

4. How to treat disheveled guests.

the usher or restaurant manager should explain the relevant dress code of the restaurant to the guests, and welcome them to come again after getting dressed.

thank the guests for their understanding and support.

if the guest is still dissatisfied, he should ask for instructions from his superiors or be assisted by the assistant manager in the lobby.

5. what should I do if I find a guest who has not paid the bill leaving the restaurant?

There are very few guests who deliberately don't pay their bills. If they are found to leave their restaurant without paying their bills, they should do the following:

The waiter should politely find some other excuses before catching up, such as "Did you forget something on the table" or use some language skills appropriately to prevent customers from leaving.

Renhou explained the situation politely and quietly again, and asked the guests to pay for the meal.

If the guests are with friends, please stand aside and explain the situation, so as to take care of the guests' face without embarrassing them.

6. What if the guest wants to propose a toast to the waiter?

explain to the guests that it is inconvenient to drink alcohol during work, and politely decline the kindness of the guests.

if the guest repeatedly urges to drink, but the hospitality is hard to refuse, in order not to affect the work, first take the wine and tell the guest to drink it later.

at the same time, take another cup, pour the wine and give it to the guests, and thank them.

7. what should I do when distinguishing the distinguished guests in the hotel?

it is of great help to the hotel business and can provide a large number of business guests in the hotel.

diplomats of higher-ranking government officials.

well-known artists, writers and stars.

senior staff of the same industry or related institutions in the hotel.

8. What should I do when the questions asked by the guests are unclear and difficult to answer?

besides having good service attitude, skilled service skills and rich business knowledge, waiters need to be familiar with the general situation and social situation of the enterprise. In this way, we can try our best to avoid the phenomenon that when guests ask questions, we don't understand or are unclear and difficult to answer.

if you don't understand or know clearly, and you are not sure to answer the questions, please ask the guests to ask the relevant departments for advice or inquiry before you answer. If the questions are complicated and you can't figure them out at once, please ask the guests to return to their posts later, and then answer them when you find out. If you still can't answer after your efforts, give the guest a response, explain patiently and apologize.

you can't use "I don't know", "I don't understand" or "I think" or "maybe" to answer the questions raised by the guests.

9. What should the guests do when they are sad or unhappy?

carefully observe and master the psychological dynamics of the guests and do a good job in service.

Try to meet the guest's requirements, and the guest will do something for him as soon as possible.

Harmonious attitude, patient service and concise language.

use honorific words to comfort the guests, and don't chatter endlessly, so as not to disturb the guests.

Be sympathetic to the misfortunes or sadness of the guests, and don't get together to talk, laugh, point out the guests or laugh and play loudly.

report to the superior in time and take appropriate preventive measures when necessary to ensure the safety of guests.

11. What should I do when I feel bad during the service?

At work, be warm and courteous to guests, regardless of your mood.

Some people may encounter some things before going to work, which makes them unhappy. However, under any circumstances, they should forget their private affairs, devote themselves to their work, and often ask themselves whether they are smiling and leave a pleasant impression on the guests during the service.

as long as you remember the word "courtesy" at all times, you can master your words and deeds in the service process and provide quality services to your guests.

11. What should I do if there is a small mistake in the service work?

in the process of serving guests, as service personnel, we should take a serious and responsible attitude and do our best to do our work perfectly and properly to avoid mistakes and accidents.

But when there is a small mistake, if the guests are present, they should apologize first, and then take remedial measures in time.

after the event, we should carefully find out the reasons, learn from experience and lessons, and avoid similar mistakes.

You can't hide any mistakes. If you can't solve them yourself, you should ask your superiors immediately to avoid serious accidents.

12. what should I do if there is any objection to the guest's bill?

the check-out work is an important part of our whole reception work, so we should do this work well, let the guests come happily and return satisfied, and make the whole reception work more perfect.

we should carefully check the guest's bill, find any mistakes and correct them in time.

Sometimes the actual cost on the bill will be higher than the budget of the guests. When the guests express doubts, we should make patient explanations.

13. What should I do when I find a guest in a public place?

Generally, guests are more face-saving, especially those with higher status. Therefore, when we find a guest in a public place, we should first consider the guest's face-saving psychology, please take the guest aside first, and then whisper and pay attention to the use of language and art, such as "I'm sorry, Mr. XXX". Due to our negligence in work, there are still documents that are not settled. Would you please check and settle now? After paying, the guest said, "I'm sorry to bother you, thank you."

If we don't do this, but in the lobby, especially when the guests are with friends, it is impolite to directly say to the guests that "we didn't pay the bill, which will make the guests feel embarrassed and disgusted, or even to save face, the bill will not be recognized, which will bring difficulties to the cashier work."

14. What should I do when a guest loses his temper and scolds you?

it is the waiter's responsibility to receive the guests, even if he is scolded by the guests, he should also do a good job in reception.

When a guest loses his temper and scolds you, keep a calm attitude, carefully check whether his work is not right, and politely explain and apologize when the guest is calm. Never quarrel or abuse with the guest.

if the guest's anger has not subsided, it should be reported to the foreman in time.

15. What should I do if I meet a guest who makes things difficult?

service work is the work of dealing with people, and the guests we meet are more complicated. Because of the different personalities, accomplishments, classes, ages and genders of the guests, the guests will encounter unpleasant things from time to time, feel unhappy, and sometimes find fault with our service work.

The waiter should try to figure out the guest's psychology in daily service work and master the guest's psychological treatment. If it is our fault, we can ask the manager to apologize to the guest according to the situation, which will make the guest feel that her complaint is taken seriously, and if handled properly, it will make them like the hotel more.

We should also pay attention to the side complaints of the guests, and we can reflect them to the leaders when necessary, so as to improve the service.

Make records of complaints and handling process, so as to study the reasons of complaints from guests and prevent similar complaints from happening.

16. what should I do when I meet a guest's telephone reservation?

say hello to the guest politely, and then ask the guest's name, company name, room number and the number of people to be booked in detail. Meal time and telephone number, and politely ask the guests about the reservation